Comments, Compliments and Complaints

Family Nursing & Home Care (FNHC) is committed to ensuring that there are opportunities for everyone who uses our services to give us feedback about what we do. This could be through:

 

  • comments or suggestions;
  • surveys or questionnaires;
  • compliments; or
  • complaints

The experiences of people who use our services are a powerful means to inform and improve services.

 

Comments and Compliments:

Comments, suggestions and compliments are welcomed and can be given:

  • verbally to any of our staff in person or telephone on 01534 443600 (Monday to Friday 08:30 to 17:00); or
  • in writing through email (feedback@fnhc.org.je) or sending a letter to the address below

 

Complaints and Concerns:

Kindness is a priority: to our patients, clients, partners and each other. Our nurses and colleagues work with islanders to understand their needs, applying our expertise to deliver the best possible care with dignity at the core of our service.

If you are unhappy with any aspect of our services, please don’t hesitate to talk to the staff involved in your care. They will work to resolve your query or concern quickly and easily. If for some reason they can’t, it will be passed on to a manager who will then speak with you separately.

If you do not want to raise your complaint with the staff involved in your care, you can easily raise it by:

  • telephone on 01534 443600 (Monday to Friday 08:30 to 17:00);
  • face to face meeting, which can be organised by calling us;
  • email (feedback@fnhc.org.je); or
  • Letter

Where possible, we aim to resolve complaints informally and quickly, but if for any reason this is not possible, we will commence a formal investigation.

It is important for you to know that sharing concerns or complaints will not negatively affect your care or treatment from Family Nursing & Home Care.

We welcome all feedback to help us learn and improve.

 

Who can complain:

  • Any person who is using or has previously used our services.
  • Any person who is affected by an FNHC action or decision
  • A relative, carer or advocate on behalf of a person who has given consent
  • A relative, carer or advocate on behalf of a child* or someone who is unable to complain themselves due to a mental or physical condition
  • A person acting on behalf of someone who has died

 

When to make a complaint:

If you are unhappy with any aspect of our service and your concerns have not been resolved informally, please make a complaint as soon as possible.

We can usually only investigate complaints within 12 months of the related issue or concern.

 

Formal complaints:

Where possible, you will be contacted upon receipt of the complaint in order to discuss the key issues for investigation.

Written acknowledgement of the complaint will be made within 3 working days.

 

Complaint investigation:

A complaint investigation will begin once the complaint has been acknowledged and any necessary consent has been obtained.

We aim to respond to complaints within 20 working days from the start of the investigation. However, if for any reason there are any delays, we will keep you updated.

 

Complaint response:

If you are unhappy with the outcome of the complaint investigation and if we are unable to resolve your query, you can request the case be reviewed by an Advisory Panel.

Information about how to do this will be included in the complaint response.

 

What to do next:

If you remain unhappy following the outcome of our investigation and review process you can contact the relevant regulatory body or organisation, for example:

Jersey Care Commission
T: 01534 445801
Jersey Charities Commission
T: 01534 760811
Jersey Financial Services Commission
T: 01534 822000

 

Confidentiality

Please remember that we cannot share clinical information about a person with relatives or friends without the person’s permission. The only exception is where the person is a child* or is unable to make their own decisions because of their physical or mental condition.

*where appropriate, consent will be sought from children (further details available).

 

Contact Us:

By telephone:

(01534) 443600

(Monday to Friday 08:30 to 17:00)

By email:

feedback@fnhc.org.je

In writing to:

Head of Quality, Governance and Care Family Nursing & Home Care

Le Bas Centre

St Saviour’s Road

St Helier JE2 4RP

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