Your Feedback Helps Us Improve

At Moreways Healthcare, we are committed to delivering safe, person-centred and high-quality supported living services. Listening to the people we support, their families, carers, commissioners and professionals is an essential part of maintaining and improving our services.

We welcome all feedback, whether it is a compliment, suggestion, concern or formal complaint. Every comment helps us understand what we are doing well and where we can improve. We treat all feedback respectfully, fairly and confidentially, using it to strengthen our services, improve outcomes and enhance the experience of everyone we support.

We encourage concerns to be raised as early as possible so that we can work together to resolve issues quickly and positively wherever appropriate.

  • Anyone can provide feedback. We welcome comments from the people we support, their families, advocates, legal representatives, commissioners, healthcare professionals, visitors and partner organisations.
  • We take every concern seriously. Every concern is reviewed promptly and directed to the appropriate manager for investigation. Where necessary, senior management will oversee the investigation to ensure fairness and transparency.
  • We aim to resolve concerns informally wherever possible. Many issues can be resolved quickly through open discussion with the registered manager or the individual’s support team before they become formal complaints.
  • Formal complaints are investigated thoroughly. Where a formal investigation is required, we follow our Complaints Policy, gather all relevant information, speak with those involved and provide a written response explaining our findings and any actions taken.
  • We learn from every complaint. Feedback forms an important part of our quality assurance and governance processes. Themes and trends are reviewed regularly to identify opportunities for service improvement, staff development and enhanced quality of care.
  • Compliments and suggestions are equally valuable. If a member of staff or one of our services has made a positive difference, we would be delighted to hear about it. Positive feedback is shared with our teams and helps us recognise excellent practice.

Providing Feedback

We encourage open communication and welcome feedback at any stage of a person’s journey with Moreways Healthcare.

You may wish to provide feedback about the quality of support, staff interactions, communication, safeguarding, tenancy support, activities, medication support, appointments, community access, property maintenance or any other aspect of our services.

Feedback may be provided verbally, in writing, by email, by telephone or through a family member, advocate or professional acting on your behalf. We will always seek to make our complaints process accessible and provide reasonable adjustments where required.

Where appropriate, we will keep you informed throughout the investigation and explain any actions that have been taken as a result of your feedback.

Making a Complaint

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns with the House Manager in the first instance. Many issues can be resolved quickly through discussion and early intervention.

If your concern cannot be resolved informally, or you would prefer to make a formal complaint, you may do so in writing, by email or by contacting our Head Office. Your complaint will be acknowledged, investigated fairly and responded to in accordance with our Complaints Policy.

If you remain dissatisfied after receiving our final response, you may be able to raise your concerns with the relevant commissioning authority, local authority, NHS organisation, Local Government and Social Care Ombudsman or other appropriate external body, depending on how your placement is funded and the nature of your complaint.

Our aim is always to resolve concerns fairly, openly and respectfully whilst ensuring the people we support continue to receive safe, high-quality and person-centred support.

Our complaints procedure explained

  • Step 1
    • In the first instance, please raise your complaint with the relevant Service Manager. You may make a complaint verbally, by telephone, by email or in writing. If the complaint concerns the Service Manager, or you would prefer not to approach them directly, you may contact another manager or Moreways Healthcare’s central management team.
    • We will try to resolve straightforward concerns promptly wherever possible. If the matter requires a formal investigation, we aim to acknowledge the complaint within three working days. We will explain who is responsible for reviewing it and may contact you for further information, clarification or to discuss the outcome you are seeking.
    • The investigating manager may review support records, incident reports, risk assessments, staff statements, communication records and any other relevant information. We aim to provide a full written response within 20 working days, explaining the concerns considered, our findings, whether the complaint has been upheld and any action we intend to take. Where additional time is required, we will explain the reason for the delay and provide a revised response date.