Complaints are a valuable form of feedback, playing an important role in Governance and Risk Management strategies, thereby ensuring continual learning whilst maintaining and improving the quality of care provided.

HomeLink Healthcare will use any complaints as an opportunity to improve and develop our services ensuring that we learn and improve the standard of care that we provide to our patients.

We recognise the importance of encouraging feedback from patients, carers and service users whilst learning from the feedback received.

Our pledge:

  • We will ensure that all complaints are reviewed and investigated thoroughly with fairness and compassion during the investigation process.
  • We will ensure that those who have made a complaint and those involved in the complaint receive regular feedback and updates on their complaint in a format that is suitable to their needs and preferences.
  • We will be open, honest and transparent whether it is deemed that a mistake has occurred or not. The outcome of all investigations from complaints will ensure a culture of continual learning and improvement.
  • We will ensure that the outcomes of all investigations are fair and proportionate to the complaint. We will take reasonable action as required ensuring accountability to those involved.

Who can submit a complaint?

Anyone who is receiving or has received treatment under the care of HomeLink Healthcare can submit feedback in the form of a complaint.

They can be made by

  • A service user
  • A former service user
  • A service user’s family member/carer
  • Occasionally a person may be unable to submit feedback themselves or they may request for a nominated person to act on their behalf. This may be necessary in cases when the service user:
    • Has died.
    • Is a child.
    • Is physically incapacitated or lacks capacity within the meaning of the Mental Capacity Amendment Act 2019.

If a complaint is made on behalf of somebody else, written and signed consent is to be sought from the originator of the complaint before HomeLink Healthcare can share information.

Where complaints are received by an advocate, family member or representative, consent to sharing of information from the patient must be obtained.  Where there is doubt about consent, be it mental capacity or suspicious duress, HomeLink Healthcare may be required to seek support from legal or local safeguarding teams. If the patient is unable to provide written consent verbal consent may be given.

No response will be sent to the patient advocate or representative without the patient’s authority.

In cases concerning children, the representative must be a parent, guardian or other adult person who has care of the child. If the child is in the care of a local authority or a voluntary organisation, the representative must be a person authorised by the local authority or voluntary organisation.

All complainants will be assured that their concern will be treated with appropriate confidence and sensitivity and that making a complaint will not affect the service user’s care.

Complaints received anonymously will be assessed and investigated if there are potential or identified risks to patient safety or others.

How to submit a complaint

Where a problem is identified, concerns should initially be raised directly to the manager of the service involved. This may help in effecting a quicker resolution. We recognise people may not feel confident enough to complain directly to the staff involved in the service or the circumstances of the complaint may mean it is not appropriate.

If however the concerns are not resolved or the patient, service user or care giver would like to make a formal complaint this can be made please contact the phone number on your patient information leaflet or the HomeLink Healthcare information number on 020 3137 5370. Alternatively please email

What to expect after submitting a complaint

You can expect to receive acknowledgement of your complaint within 3 days. More information about what to expect after a complaint has been submitted can be found here.

The NHS Complaints Advocacy Service

The NHS Complaints Advocacy Service is commissioned to give people support if they have a complaint regarding their National Health Service treatment. The Patients’ Advice and Liaison Service, known as PALS, was introduced to the NHS in 2002 to support the provision of information to patients, their families and carers.

If you’re not happy with the outcome

If you’ve reached the end of the complaints process and you are not happy with the outcome, you have the right to discuss this with the investigating officer, or directly with the relevant Ombudsman to look at.

We will keep your complaint on file for a maximum of 10 years in line with GDPR guidelines.

Ombudsman Contact Details:

Healthcare: The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about the NHS in England. This organisation is independent of the NHS.

For more information, call their helpline on 0345 015 4033 or visit the Parliamentary and Health Service Ombudsman website:

Social care: If your complaint involved a social care agency you have the right to take your complaint to the Local Government Ombudsman (LGO), which is independent of local authorities and care providers.

For more information, call their helpline on 0300 061 0614 or visit the Local Government and Social Care Ombudsman website:

Got a question? Contact us on (020) 3137 5370

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