Question 1

Will my complaint stay private?

Accepted Answer

Yes. We only share your complaint with staff who need to know, so we can deal with it properly. We also use what we learn from complaints to improve our service.

Question 2

I’m unhappy about something. What should I do?

Accepted Answer

If you’re not happy with any part of our service, the first thing to do is to tell the person you’ve been dealing with. Explain what went wrong and what you would like to happen next. We’ll then look into it and try to sort things out quickly.

If you find it hard to write things down, you can call us or ask for help by email. We’re here to support you.

Question 3

What happens after I make a complaint?

Accepted Answer

Once we get your complaint, we’ll speak to the staff or clinician involved to understand what happened. Then we’ll talk with you to try and fix the problem. Most complaints are sorted this way.

Question 4

Who can make a complaint?

Accepted Answer

Anyone who has been affected in a negative way by our service can make a complaint.

If you are complaining for someone else, we may need to check with that person to make sure they’re happy for us to talk to you. Please don’t worry – making a complaint won’t affect the care you or your loved one receives.

You should contact us within six months of the issue happening, unless there are very good reasons for the delay.

Question 5

When will I hear back?

Accepted Answer

We will let you know we’ve received your complaint within three working days.

We aim to give you a full reply within 15 working days. If it takes longer, we’ll keep you updated.

Question 6

Who can I talk to about my complaint?

Accepted Answer

If you want to talk to someone about your complaint or ask for a copy of our 
complaints policy,

please contact us:
Email: complaints@everywherehealth.com
Phone: 01992 245580
Post: Everywhere Health
Widbury Barns, Widbury Hill,
 Ware, SG12 7QE