Our Customer Charter

 “We will provide a high level of quality customer service that takes account of changing needs and expectations in the care sector”.

 

The Purpose of Our Service Charter

At Quality Care Partnership, we are constantly striving to improve our service and forge closer relationships with all our customers. This Service Charter is an expression of our commitment to improving our service and communication with you.

 The Service Charter sets out the standards you can expect from us, explains how you can obtain information, outlines how you can complain if the standards are not met and offers advice on how you can help us to serve you better.

 

Our commitment to you

Meeting your needs is important to us and we aim to achieve this by:

  • Giving you the best possible service based on the most accurate and relevant information sources.
  • Treating everyone properly, fairly, impartially and with courtesy.
  • Aiming to ensure that your rights to equal treatment established by equality legislation are upheld in the delivery of our services.
  • Aiming to meet any special needs you may have.

 

Contact by Telephone

If you telephone us…

  • Our staff will answer your telephone enquiries promptly and politely.
  • We aim to answer your calls within an overall average of 10 seconds.
  • We will give our company name and the name of the person you are speaking to.
  • We aim to answer your questions straight away or refer you to the appropriate individual. If we cannot do so, we promise to take your details and will respond within 5 working days.
  • If your enquiry relates to a matter that comes within the remit of another organisation, we will direct you to that organisation.

 

Contact by Letter or e-mail

If you write to us…

  • We will acknowledge receipt of your correspondence within 5 working days and aim to respond to your query in clear plain language within 10 working days.
  • If your correspondence relates to a matter that comes within the remit of another organisation, we will direct the correspondence to that organisation and inform you accordingly.

 

Visits to our Office

If you call to see us…

  • We will try to arrange meetings at a time that suits you and will not keep you waiting unnecessarily.
  • If your visit is of a private nature, we will arrange a private meeting room to discuss your query.
  • We aim to answer your questions fully. If we cannot do this we will arrange to get back to you within 5 working days following your visit.
  • We will ensure that our office complies with occupational health and safety standards.
  • We will ensure that our office is accessible for people with disabilities. 

 

Help us to help you

You can help us by…

  • Keeping us informed on a regular basis of any changes to your contact details.
  • Having the relevant information to hand when contacting us about an existing query.
  • Providing an up to date contact name, daytime telephone number or e-mail address in your correspondence.
  • Treating our staff properly, fairly, impartially and with courtesy.

 

How to Compliment Us

If you have a compliment about the service we offer please send a letter to the Partnership Manager or the Administration Manager.  Your compliments will be shared with the Team and may be used to support applications to funding bodies to help with future funding of services for the care sector.

 

How to Complain

If you have a complaint about the service we have provided, you should speak either to the Partnership Manager or Administration Manager who will investigate the complaint and try to resolve the problem as quickly as possible. We will do our best to put things right if we have made a mistake. We will acknowledge your complaint within 3 working days and try to deal with your complaint within 14 working days. If we need to carry out further research we will let you know and keep you informed of the reason for the delay and when you can expect a full reply.

 

 If you are still not happy, the complaint will be submitted to a complaints appeal panel, the membership of which will be agreed as appropriate and approved by the Board of the Quality Care Partnership.

 

The Quality Care Partnership is committed to improving services to its customers.  You can help us by…

  • Providing compliments, complaints or suggestions about the service received.
  • Participating in customer satisfaction surveys that we may send you.

 

 If you want to forward a suggestion on how we could improve our service to you, please e-mail info@qcp.org.uk or send your suggestion directly to Patricia Ryder, Partnership Manager, QUALITY CARE PARTNERSHIP South Yorkshire, The Quadrant, 99 Parkway Avenue, Sheffield S9 4WG.