Complaints & Safeguarding

Speak up when something is not right.

We take concerns seriously. A complaint is a chance to put matters right and learn, while safeguarding action protects adults who may be experiencing abuse or neglect.

Complaints

Tell us when something is not right.

A complaint is a chance to put matters right and learn. Raising a concern must not disadvantage the person receiving care.

1

How to complain

  • Call Civic Healthcare on 0113 856 2374 and ask to speak to the person responsible for complaints.
  • Explain what happened, who was affected, when it happened and what outcome you are seeking.
  • Tell us about any immediate safety risk so it can be acted on first.
2

What Civic should do

We should acknowledge the complaint, identify who will handle it, keep you informed, investigate proportionately and provide an outcome with any action or learning. The full complaints procedure, including timescales and escalation routes, should be supplied on request.

3

Other routes

If the complaint concerns care commissioned by a council or NHS body, you may also use that organisation’s complaints route. The Local Government and Social Care Ombudsman can consider eligible adult social care complaints after the provider’s process. CQC does not resolve individual complaints, but accepts information about care to inform regulation.

Safeguarding

Act if an adult may be experiencing abuse or neglect.

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Immediate danger

Call 999 if a person is in immediate danger or a crime is happening. For urgent medical advice, use NHS 111.

1

Raise a concern with Civic

Call 0113 856 2374 if the concern involves Civic Healthcare, a Civic worker or care arranged through Civic. Ask for the safeguarding lead or registered manager.

2

What information helps

  • Who is at risk and where they are
  • What happened or what you observed
  • When it happened and whether the risk is continuing
  • Who else is involved or has been told
  • Any immediate action already taken
3

External safeguarding

You may contact Leeds Adult Social Care or the adult safeguarding team for the local authority where the person lives. Police and emergency services remain available where a crime or immediate danger is suspected.

Protect the person first. Do not investigate the concern yourself or confront someone if doing so could increase risk. Preserve relevant records and report promptly.

Need to report a concern?

Call Civic Healthcare and ask for the person responsible for complaints, the safeguarding lead or the registered manager.

Call 0113 856 2374