Rapid measures the quality of the service we provide through consultation.
We consult with the service user and their carer about the quality and provision of our service.
We value your opinions as we continually strive to improve our service provision to meet your individual needs
Client satisfaction is measured through our quality assurance system which involves a regular visit and a regular monitoring form being sent to you.
Your allocated key worker will arrange a time and a date with you at which the visit will take place. At the visit he/she will read you a pre-set interview questionnaire.
The questions will be about how satisfied you're with the service you've received. Your responses will be treated in the strictest of confidence.
The information which you provide will only be used to determine how Rapid is performing with respect to meeting a high standard of satisfaction to the customer. The information will be stored securely in our office and will enable us to enhance our performance.
If you have difficulty getting to your door we may ask you to provide us with a set of keys. This will enable us to provide your support worker with a key, which will be kept securely in our office.
The support worker will sign the key in and out of the office for added security and for your peace of mind.
All care staff will knock on your door prior to using your key to gain entry. We will also ask you to give your permission to us in writing, stating how many keys we have or may get cut.
Personal data that we hold on service users in their personal file is available to the service user upon request.
Copies of our Inspection Report, our Statement of Purpose, Policies and Procedures are available on display at our office or can be sent out on request.
All Rapid staff are issued with identity badges and will show them to you when they visit.
If you are ever in doubt about the persons identification then you should not let them in, ask them for their identification card then ask them to wait a minute behind your closed door.
On the identity badge will be Rapids phone number. You may contact us so that we are able to confirm their identity.
Due to the risks of accidents our staff are not permitted to lift or move heavy / large or awkward items such as furniture for any reason.
Staff will not for any reason carry out tasks that involve them having to stand on anything. e.g. changing ceiling bulbs, curtains or cleaning windows.
Should you be dissatisfied with the outcome of the investigation or response then you should take your complaint to Social Services Department who will investigate under their own complaints procedure.
Should the complaint continue to remain unresolved, the final stage is for you, or your representative, is to contact The Care Quality Commission.
Records of complaints are treated with confidentiality and are kept secure in our office. However service users, liaising authorities and governing bodies do have the right of access.