Have your say in how we move forward
RMS Ambulance takes patient care seriously that our services revolve around what patients, family and service uses have to say, we want to hear about the experiences from these interactions and either expand on what we are doing well or improve areas where required.
Having your say will mould into our governance to prove we are serious about what we preach.
We want to hear what you have to say about our service from good to bad.
How we deal with your concerns
We have procedures in place to ensure that complaints will be dealt with as quickly and thoroughly as possible.
All complaints will be acknowledged within 3 working days of receipt, for those using a digital method of contact this will receive an instant reply to the location for where it was sent Ie Email. This will also include the complainants right to contact the Care Quality Commission (RMS is applying for registration and until that has been completed this does not directly apply, for the sake of this document the rest will be outlined for when RMS has successfully registered ).
Every effort will be made to ensure that a final response from a senior company member is sent to the complainant within 25 working days.
If this is not possible the Company Director will keep the complainant informed of progress. These time limits may be waived on an individual basis if there is good reason for the complaint not being made within the timeframe, and if it is still possible to investigate the complaint effectively and efficiently.
Complainants will be advised in the final response letter of their right to request a review of their complaint by the Care Quality Commission (undergoing registration process currently)
Compliments will be acknowledged through the same method they have been received by.
Staff members being complimented will be provided with copies and all staff made aware.