Client Feedback

We are always happy to receive compliments about the services we provide. If you would like to compliment our service or a member of staff please complete our Speak Up Have Your Say Form.

Complaints should normally be made within 6 months of an event or an incident or 12 months after finding out you have a reason to complain. If there is a good reason why this is not possible, and in exceptional circumstances, we may be able to extend this time limit, at our discretion and in discussion with you.

Concerns and complaints can be made verbally, in writing or by email. If you make your complaint verbally, we will provide you with a written copy. You can phone us on 0333 0143 488.

All incidents are reviewed by our Clinical Governance Committee chaired by our Clinical Director and reported at board level.

You can raise your concern/complaint by completing our Speak Up Have Your Say Form which updates our Incident Log and is managed by our Quality & Compliance Team.

Alternatively, you can email our Quality & Compliance Team at QandC@tachealthcare.com or write to us at:

TAC Healthcare
Wellheads Crescent,
Wellheads Industrial Estate,
Dyce, Aberdeen AB21 7GA

To help us with your concern or complaint, please tell us:
‍- What your concern/complaint is about
‍- What happened, where it happened and when it happened
- Who was involved
‍- The names of any witnesses

- All complaints will be acknowledged within three (3) working days.
- An investigation of the issues raised will be undertaken and progress reported to the complainant.
- All those involved in the Complaint will have the opportunity to give their feedback.
- The investigation will be undertaken by the Department Head/Clinical Lead who will put together a response within twenty (20) working days.
- If the investigation of a complaint is going to exceed the twenty (20) working days identified in this policy, we will advise the complainant so that they are aware of the delay and reason for this delay.

A full report addressing the issues raised will be sent to the Complainant.

If your complaint cannot be addressed immediately by a member of staff then this policy lays out the procedure for raising complaints and the process and timescales involved.

Chief Nurse
TAC Healthcare
Wellheads Crescent,
Wellheads Industrial Estate,
Dyce, Aberdeen AB21 7GA

We aim to address all complaints in a satisfactory manner but if you remain dissatisfied then we will try to work with you to provide an acceptable solution.

In some cases, it may be appropriate to have a face-to-face meeting between the parties to try and address the issues and identify a mutually satisfactory solution.

If, however, we are unable to resolve your complaint in a satisfactory manner you are entitled to raise this with an external regulator.

TAC Healthcare subscribes to ISCAS which operates a complaints code of practise which sets out the standards we aspire to when handling any complaints about our service. ISCAS are not a regulatory body (https://iscas.cedr.com). This does not prevent the complainant from taking this to an External Regulator.

Scotland

Healthcare Improvement Scotland
‍Independent Healthcare TeamGyle Square,
1 South Gyle Crescent
Edinburgh, EH12 9EB
‍Telephone: 0131 623 4342
‍Email: his.ihcregulation@nhs.scot
‍Website: https://www.healthcareimprovementscotland.org

England

CQC National Customer Service Centre
Citygate, Gallowgate
Newcastle upon Tyne, NE1 4PA
‍Telephone: 03000 616161
‍Website: https://www.cqc.org.uk/
‍
Wales

Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil, CF48 1UZ
‍Telephone: 0300 062 8163
‍Email hiw@gov.wales
‍Website: https://hiw.org.uk/

Northern Ireland

The Regulation and Quality Improvement Authority
‍9th Floor Riverside Tower
5 Lanyon Place, Belfast,
BT1 3BT
Telephone: RQIA’s Duty Inspector
(Mon-Fri 9am-5pm): 028 9536 1990
‍Email: info@rqia.org.uk
‍Website: https://www.rqia.org.uk/