Service business hours are 0700 to 2100 (Monday – Sunday inclusive)
Office hours are 0900 to 1700 (Monday to Friday)
Outside office hours are covered by on call for emergencies only.
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Liberty Choice Legal Information:
Liberty Choice takes data protection very seriously and utilises a complete secure management control system specifically developed for Domiciliary care which allows for confidentiality data storage within the database and protected by user passwords, controlled access and user tracking of the systems within the management system, Regular back up of sensitive key data is performed weekly and is stored in a suitable secure location Our support Staff are all bound by a Code of Conduct which includes preserving the confidentiality of any information that you divulge to us. We will not actively seek confidential information from you unless we feel that it is your best interests, i.e. to enable us to prepare a better Care Plan for you. Where we do have such information, we undertake not to disclose any of it to an unauthorised third party without your express permission, except in an emergency or crisis situation. When this happens we will always keep you informed of any discussions that have taken place and this will be recorded in your care records to which you may have access at any time.
Unfortunately, with the best will in the world we don’t get things right all the time and we need you to tell us when we fall short of expected standards.
If you have a complaint please telephone our office and ask to speak to the Domiciliary Care Services Manager or Supervisor. Alternatively located within your care folder is a “Comments / Complaints Response Form” if you wish, this will ensure that your comments / complaint is documented and details any subsequent action taken. To which is to be sent to the office addressed to the care manager.
If your complaint is then still not resolved to your satisfaction then you have the right to contact the local office of the Registration Authority or the General Social Care Council. The Customer comments /complaints procedure established in accordance with regulation 20.
If you are dissatisfied with the response of the care manager, you can contact:
Care Quality Commission National Correspondence
Newcastle upon Tyne
Telephone: 03000 616161
Directors of Adult Social Services
48-52 Andover Road
Included within your service contract pack will be full details of liberty Choice procedure for handling complaints and customer comments and any corrective action required. Located within the service users folder will be a complaint/ compliment form.
Upon receipt of the complaint the Domiciliary Care Services Manager will complete the appropriate sections of a Complaints Record Form for appropriate action. Every effort will be made to resolve the complaint and to provide a full response to the complainant within 7 working days.
Liberty Choice are registered and regulated by the Care Quality Commission (CQC) and are subject to regulatory audits to ensure compliance
We are fully insured for Public Liability and Professional Indemnity. This means that our staff is insured when they come and visit you. However, this only applies when we visit you and we do recommend that you maintain your own insurances on your home and possessions in the normal way. We do recommend that if you feel something is of great value, that you place it within a secure space.