At STEPS, the opportunity for continuous improvement is at the heart of all we do; we take feedback, opinions and feelings very seriously. If you are unhappy with anything at all about STEPS, we would like to know about it as soon as the problem arises. In many cases, it can often be sorted out straightaway by the person or people looking after you. Otherwise, Toria Chan (Clinical Director), Vicki Ridgewell (Head of Nursing) or a member of the STEPS Senior Management Team will be happy to help.

If you are not completely satisfied, you can put your comments in writing using the framework below or you can complete a complaints form (available at Reception). Once a complaint has been received, we will then investigate it so that we can provide an explanation, apologise and take positive action to ensure our service is improved.

We will always:

  • Pass on any praise to the people concerned.
  • Handle complaints in complete confidence.
  • Investigate impartially.
  • Offer a clear and complete explanation.

You can email your complaint, addressing the following points;

Tell us:

  • What happened?
  • When did this happen?
  • Who was present?
  • Did anyone address your complaint at the time?
  • What do you think could have been done differently?

Please state your preferred method of contact for response.

If you are dissatisfied with the internal investigation and response, you have the right to refer the matter to the Parliamentary and Health Service Ombudsman (PHSO) . Information on how to do this is on their website or you can call them on 0345 015 4033. You can also contact the Care Quality Commission to leave feedback or concerns by visiting their website www.cqc.org.uk and completing the ‘share your experience’ form which you will find the link for on the home page.

We always want you to share your feedback with us in one of the following ways:

  • Speak to a member of the STEPS team.
  • Toria is available to chat with you, as are the members of the STEPS Senior Management Team, just ask at Reception if you would like to contact any of them.
  • Our Client Liaison Coordinator Laura is available to chat with you.
  • You can also email any feedback to feedback@stepsrehabilitation.co.uk.