Compliments, Complaints and Comments:
Sahara has its own comprehensive Policy Statement and Procedure for receiving compliments and managing and investigating any complaints made by a Service User, Homecare support worker or other person. A copy of this information is provided to all Service Users, and is displayed in the office with further document that provides information on the right to discuss a complaint with the Care Quality Commission for Social Care (CQC).
Progress towards resolution of complaints is overseen by the Registered Manager, and information from complaints is monitored regularly and where appropriate used to improve the service.
Monitoring visits to the Service Users will be arranged on a regular basis to ensure the service continues to meet the user’s needs. All Service Users and their Homecare support worker will be asked to complete an annual user satisfaction survey
What Service Users/Homecare support workers have said:
“I would like to thank you for your personal support and that of your staff Homecare support workers who did a wonderful job in looking after my mother over the last year. The care provided by the Homecare support worker was excellent.
Although the past few weeks have been difficult for us, your support made a big difference and the punctuality of your Homecare support workers allowed us the time to catch with household tasks. Your Homecare support workers were very friendly and always handled mum very gently with care and dignity.
“Thanks you again for your support and I wish Sahara is still around to help me in my old age.”
– Kind Regards
Mr W S
“I hope you and your family are well.
There will be no church services at my mum’s church for the next few weeks and so I have to cancel the excellent service that Sahara has been providing.
The next time I need help for my mum to go church is on Sunday July 15th.
I am sorry for any difficulty this may cause. Please pass on my thanks to the Homecare support worker who does it well each week.
Please let me know that you have received this e-mail.”
– Mr N F
“I would like to express my thanks and appreciation to Sahara Care for the work of the Homecare support workers who looked after my father for over 4 years until he sadly passed away on the 11th June 2012. The Homecare support workers who regularly looked after my dad treated dad with respect and gentleness. The administrator staff made all efforts to ensure that his care timetable was maintained. Please pass on thanks to all the team including the cleaners.
In particular I would like to extend my heartfelt gratitude to the Manager who managed the package with great diligence and care.
Although losing dad as we did was very suddenly is something we are still trying to cope with ,we are comforted to know that your agency works within our community providing loving care to people in need of it.
Please do remember dad in your prayers.”/p>
With kind regards
– MR Z M