Careview Services are keen to hear the views of our customers. There are a number of ways that we actively pursue this. These include:

• Care planning. At the care planning stage we ensure we involve the customer their family and any other important people in their lives. This ensures that we know exactly what support people want, how they want the support to be given and at what times. The care plan is then constructed based on this information

• 6 monthly reviews. We hold reviews twice a year with the customer, their family and friends and other people such as the social worker if they are involved or advocate. The reviews look at how the service has been for the customer as well as identifying any changes required. These changes could be as a result of changed needs or customer request. Where customers express any level of dissatisfaction with the support we provide we will listen to their concerns and change our practice if appropriate.

• Customer satisfaction surveys. We will distribute these annually. All comments will be evaluated and where appropriate service improvement plans for the organisation will be amended.

• Complaints Procedure. Careview Services are aware that from time to time customers may want to complain about the support or service they receive. We have a formal complaints procedure for such occasions. All our customers will be given a copy of the complaints procedure before we start to provide a service. We also have an easy read version of our complaints procedure which will be given to everyone with a learning disability automatically and by request to other customers.

• In addition to these formal ways of enabling people to have their voice heard, Careview are always prepared to respond to informal comments that people may have. All that we would ask is that you contact us at our head office and give us an opportunity to respond to your concerns.

As well as comments and complaints about bad service we would also welcome feedback of a positive nature about the services or support we provide.