Advocacy Advocacy is a way for people to tell others what they want when they might not be, or feel, able to do so on their own. An advocate gets to know your views and wishes and gives you support to tell others what these are. Family and friends or health and social care staff can help you speak up. But it may be difficult if you have different ideas about what you want. An independent advocate helps you to: • express your views and concerns; • access information and services;
• explore choices and options; and • defend and promote your rights and responsibilities. They speak for you without judging you or giving you their views and opinions. Advocacy support services can be found at www.mylifemycare.com/directory or by contacting your local Adult Social Care department (details can be found on page 56). If you are seeking help from Adult Social Care and you appear to need the support of an advocate, we have a duty to provide you with one throughout the process.
Comments, compliments and complaints All organisations need to know how they are performing. They are happy to receive your feedback on their service whether they are compliments or complaints. Feel free to tell them what you think and your comments can be used constructively to improve the service. If you do need to make a complaint, you should feel able to complain about any aspect of your care that affects your happiness or comfort. This could be about the way you are treated by a staff member or the quality of the food you are served. You can also make comments and suggestions about possible improvements to your surroundings and the services provided. Making a complaint should not be difficult for you. Providers are required under essential standards of quality and safety to have a simple and easy to use complaints procedure that they will be happy to give you. If you are concerned about the care that you, a friend or a relative is receiving, it makes sense to speak to the manager before you take any further action. The problem may be resolved quite easily once they are made aware of it. However, if you need to make a formal complaint, you should initially contact the registered owners of the service. They have a duty to respond to any complaints made.
If Adult Social Care has arranged and funded your care, another option is to complain to your social worker/care manager or the complaints manager in your local council: The Adults’ and Children’s Complaints Manager Bournemouth Borough Council, Town Hall, Bourne Avenue, Bournemouth BH2 6DY Tel: 01202 458953 Email: socialcarecomplaints@bournemouth.gov.uk The Complaints and Improvement Officer Commissioning and Improvement – People Services, Borough of Poole, Civic Centre, Poole BH15 2RU Tel: 01202 261159 Email: comments.adultsocialcare@poole.gov.uk The Complaints Manager Dorset County Council Adult and Community Services, County Hall, Colliton Park, Dorchester DT1 1XJ Tel: 01305 221061 Email: dorsetdirect@dorsetcc.gov.uk
Visit www.carechoices.co.uk for further assistance with your search for care
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