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Our Complaints Policy

At Sky99, we are committed to delivering the highest standard of care across all our services.
We value the feedback of our Service Users, as it helps us continually improve and ensure we meet everyone’s needs.


If you are ever dissatisfied with any aspect of our services, we encourage you to let us know.

Should a complaint raise concerns about potential abuse or neglect, we will promptly inform the West Sussex County Council Adult Safeguarding Team. They will then determine the appropriate steps for investigation and oversee the outcome to ensure the matter is properly addressed.

Making a Complaint

​Sky99 is committed to handling complaints promptly, fairly, and with integrity. We take every complaint seriously, using the insights gained through our investigations to continually improve the quality of our services. All complaints are treated with the utmost confidentiality.

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We also assure our Service Users and their families that no services will be withdrawn or reduced as a result of making a complaint in good faith.

Who can Complain

Anyone affected by the services provided by Sky99 Healthcare has the right to make a complaint.
A representative may also raise a complaint on behalf of an individual if that person:

  • Has passed away,

  • Is unable to make a complaint themselves, or

  • Has given consent for the representative to act on their behalf.

If you feel uncomfortable making a complaint yourself and do not have someone who can speak or write to us on your behalf, we will be happy to help you find an independent advocate to support you through the process.

How you make a complaint

You can complain:

  • In person

  • By telephone

  • By letter

  • By email

  • Through a member of our staff

  • Through an advocate or representative

We will acknowledge all complaints, whether verbally or in writing, within 3 working days.

Anonymous Complaint

We handle anonymous complaints in the same way as all others. However, providing your contact details is encouraged, as it allows us to update you on the outcome of our investigation.

Responsibility

Our Manager has overall responsibility for dealing with all complaints made about their service.

We will provide, as far as is reasonably practical:

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Any help you need to understand the complaints procedure; or

Advice on where you may get that help

How we handle complaints

When a complaint is received, the Manager may appoint a member of the management team to investigate. This person will have the appropriate seniority and experience to address the issues raised.

We will acknowledge receipt of your complaint within three working days, providing you with the name and contact details of the person handling the investigation. You will be kept informed of the investigation’s progress throughout.
Our aim is to complete all complaint investigations within 28 working days, unless we agree on an alternative timescale with you.

Once the investigation is complete, we will arrange a meeting with you to discuss the outcome. We will also provide a written summary, which will include:

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  • The findings of the investigation

  • Any actions taken

  • Our proposed resolution

  • Lessons learned to improve our services 

Time Limits

​We encourage you to make a complaint as soon as possible after the event occurs or comes to your attention.
If a complaint is made more than twelve months after the incident, it may not be possible to conduct a full investigation. However, we will consider whether there were good reasons for the delay and whether it is still feasible to investigate the complaint effectively and fairly.

Further Steps

At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact

 

The Manager

Sky99 Healthcare Services,

The Track,

Station Road,

Bognor Regis,

PO21 1QF

Tel: 01243 908097

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You can also raise your complaint or concern with:

Director of Social Services
West Sussex County Council Adult Social Care
2nd Floor, County Hall
Chichester, West Sussex, PO19 1RG
Email: socialcare@westsussex.gov.uk
Tel: 01243 642121

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If your care is funded by the NHS, you can contact:

Integrated Care Board
NHS West Sussex Clinical Commissioning Group
Wicker House, High Street

Worthing, BN11 1DJ
Tel: 01903 708400

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