Compliants & Whistleblowing
How we log your complaints
Purpose and Scope
Hilling Healthcare always wants to improve the quality of experience for all Care Recipients, Customers, Carers and everyone who uses our service.
We welcome all feedback and will ensure that any complaints are appropriately assessed and outcomes are shared within appropriate timescales.
Complaints Procedure
Any concerns or complaints can be raised in writing by:
Email: complaints@hillinghealthcare.co.uk
Complaints Process
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Once a complaint has been made we will acknowledge safe receipt as soon as possible, the complaint will then be considered by the registered Manager. Hilling Healthcare will aim to respond with initial findings within three weeks of the complaint.
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If you are not satisfied with that response, you may escalate the matter to our Senior Governance Team, who will review and provide a final response within a further two weeks.
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Complaints Log - Hilling Healthcare will retain information of any complaints raised, which will include details of each complaint, the person who made the complaint, the subject matter, the outcome and the date on which any outcome letter was sent to the person who raised the complaint.
Whistleblowing & Concerns
Purpose and Scope
We want our clients and employees to feel heard. That is why we are working with an independent whistleblowing company called Faceup to independently address and assess or whistleblowing queries. If you see or hear something that doesn't sit right, please speak up.
Procedure
Any whistleblowing concerns should be raised using the contact below.
Email: whistleblowing@faceup.com
Core Benefits
Anonymous
When a whistleblowing complaint is logged, you can choose to keep your identity withheld or open.
Trustworthy
The service is managed outside Hilling Healthcare and our provider has a wealth of experiences on these matters
Independent
To show our commitment to transparency we decided to provide this service externally