AMG provide you with the opportunity and means to raise your concerns without fear when our service does not meet your expectations. We listen to and act upon concerns/complaints in a professional manner.
We are here to try and improve people’s lives in whatever way we can; so we always think about how we can do things better, go the extra mile, and make things possible. We are passionate about achieving better results every time and we constantly seek feedback so that we can continue to improve. We take pride in and enjoy what we do, whilst achieving a better future for our customers and colleagues.
Listening to our customers, staff and those we work with, enables us to tackle day-to-day challenges in a different way. By listening, asking and understanding, we develop strong relationships built on trust and reassurance. In this way we deliver a bespoke, person centred service that matches each customer’s needs.
We try to capture and record all forms of feedback, whether it is given formally through regular surveys and questionnaires or informally through comments.
By feedback we mean:
In every walk of life things go wrong from time to time. If you have a problem with any aspect of our services there is a formal process for the management and handling of your complaint.
Our Complaints Handling Procedures ensure that a thorough investigation is carried out into your concern or complaint and that you receive a timely response.
Local BranchPlease call your local branch if you wish to report a complaint or concern
Head OfficeComplaints Department AMG Nursing and Care Services Rugby House Brooms Road Stone Business Park Stone Staffordshire ST15 0SH Tel: 01785 719553
The Parliamentary and Health Service Ombudsman
Tel. 0345 015 4033The Local Government Ombudsman 10th Floor, Millbank Tower, Millbank, London SW1P 4QP Advice Line Tel: 0300 061 0614
We will do everything that we reasonably can to try and resolve the issues giving rise to your complaint. If you are not satisfied with the outcome, you have the right to raise your concern or complaint directly with the Care Quality Commission;
Care Quality Commission
Tel: 03000 616161
This is explained in the Service User Guide and you will be made aware of your rights and actions you can take prior to finalising the Care Service Contract.