Your Feedback Matters!
- Do you have any suggestions?
- Would you like to share a compliment?
- Do you want to make a complaint?
- Would you like to tell us about a concern?
Active Prospects always aims to provide high quality services to meet the needs and aspirations of the people we support. We may not always get things right first time, which is why your feedback is important!
Active Prospects believes that your voice has the right to be heard. We will listen to your views and opinions about the service we provide and make sure that your experiences are used to good effect.
We welcome your participation in the design, development and delivery of our services – so that those services can be influenced or improved by the people that use them.
How will Active Prospects deal with your compliments and suggestions?
The staff in your service will be given your feedback and it will be collected centrally to shape service delivery across the whole of Active Prospects.
How will Active Prospects deal with your concerns or complaints?
If you raise your concern to a member of staff in the service they will try to resolve the issue straight away and, if they are unable to, they will arrange for the service manager or team leader to contact you within three working days to address the issues you have raised.
If you contact the Director of Care directly (details in the box below) they will help you decide whether you want to raise a concern or make a formal complaint. If you raise a concern to the Director of Care they will arrange for someone to meet with you to discuss your concern and try to find a solution. If you make a formal complaint a manager will investigate your complaint and we will write to you to let you know what they find.
We aim to resolve all concerns within seven working days. Formal complaints will take more time to investigate in detail but we aim to provide you with a response within 25 working days.
If you are not happy with the outcome of your concern or complaint you have the right to appeal to the Director of Care.
How to Submit Feedback
|Online||Please complete the feedback form and submit.|
|In Person||Hand your completed form to any member of staff. You can also give your feedback verbally to any member of staff.|
|By Post||Director of Care, Active Prospects, 1 Castlefield Court, Church Street, Reigate, Surrey RH2 0AH|
|By Telephone||Call 01737 924084. Leave a message with your name and telephone number and someone will return your call within 3 working days. Please note that we are unable to respond to any anonymous calls.|
|Directly to Safeguarding or the CQC||You may also raise concerns about people’s safety, or service quality directly to the Local Authority Safeguarding (0300 200 1005), the Local Government and Social Care Ombudsman (03000 610614) and/or the Care Quality Commission (03000 616161).|