Feedback, concerns and speaking up
We’re committed to providing high-quality care and support, and we know there may be times when you’d like to share your experience with us. Whether you want to tell us about something we’ve done well, raise a concern or make a complaint, your feedback helps us celebrate what’s working well, learn from experiences and continue improving the care and support we provide.
Concerns and complaints
If something isn’t right, we encourage you to speak with the relevant service first. Many concerns can be resolved quickly by talking through the issue with the people involved.
Concerns can be raised by anyone who feels they have been negatively affected by Voyage Care’s actions, policies, procedures or practices, including those raising concerns on behalf of someone who uses our services.
If you feel your concern has not been resolved, you can forward it to the Care Quality Investigations Team, as below:
Making a Complaint
Complaints can be made by someone who uses, or has used, our services, someone acting on their behalf, or anyone affected by Voyage Care’s actions, policies, practices or procedures.
You can make a complaint by:
Email: complaints@voyagecare.com
Telephone: 01543 484500
Post: Care Quality Investigation Team, Voyage Care, Wall Island, Birmingham Road, Lichfield, Staffordshire, WS14 0QP
Complaints should be made within 12 months of the issue occurring, or from when it came to your attention.
Compliments
We know how much positive feedback means to our colleagues. If you’ve had a good experience with one of our services or would like to recognise a member of our team, we’d love to hear from you.
Freedom to Speak Up
Voyage Care has a Freedom to Speak Up Guardian in place in accordance with NHS requirements.
If you work for Voyage Care and would like to raise a concern through the Freedom to Speak Up process, please contact – Jo Dawson – Investigations and Continuous Improvement Manager