For Families
Use the route that matches what is happening. Routine questions, changes in need, complaints and safeguarding concerns are handled differently so that the right person can respond.
For
People currently receiving care, relatives and authorised representatives
You'll learn
Reach the correct team quickly for an existing service.
Sections
6 covered
Call
0115 681 2514
01
For a late or missed visit, no-access issue, medication concern, immediate staffing problem or significant change in wellbeing, use the current-client contact number supplied in the care information. Do not wait for a website form if the matter may affect safety today.
02
Tell us what has changed, when it started and whether a professional or family member has new information. A review can consider tasks, timing, risks, equipment, staff competence and whether the package remains suitable.
03
You can request clarification about care notes, agreed contacts, invoices, visit information or documents. Identity and authority may need to be checked before personal information is shared.
04
Use the complaints, compliments and feedback route if you are dissatisfied, want to suggest an improvement or wish to recognise good practice. A complaint is not treated as disloyalty and should not affect the respect or care provided.
05
Where there may be abuse, neglect, exploitation or serious harm, use the safeguarding route. Call 999 if someone is in immediate danger. Website forms are not continuously monitored emergency channels.
06
Existing clients should use the approved on-call details in their care information for urgent service matters outside office hours. The on-call route is not a replacement for emergency services or NHS urgent care.
Answers
Use the on-call number supplied in the current care information. This controlled approach avoids publishing personal rota numbers.
Routine requests can be submitted, but a change is not confirmed until the coordination team has agreed it.
Call the current-client contact route immediately if the missed visit may affect safety, medication, meals, Personal care or dignity.
Yes, subject to identity, consent, authority and information-governance checks.
You can use the formal complaints route and the external escalation information provided there.
Next step
