"Very pleased with the care provided by Twilight Years Ltd. All staff very kind and helpful"

"To date, I am very satisfied with the service I have received. The ladies are always very obliging, very helpful, cheerful and informative which is very important to me being a widower with no known living relatives and most of my former friends are now deceased.
In my solitary life, it can be rather lonely at times. Because I have received so much tender loving care in hospital, I soldier on cheerfully."

"I have nothing but praise for those carers that do this sort of job. I can't fault any of the ladies who have come to my home to attend to me."

"As a stroke victim losing the ability to deal with social help, I contacted Twilight Years for assistance pushing wheelchair to swimming baths and shopping twice a week. I have received help and assistance which has been brilliant and extremely helpful enabling me to be more independent. So far I have received help from 2 carers, both are great."

You will be involved in discussions about your care and where required get support to help you make decisions

• Our staff will respect your privacy and dignity and before you receive any care you will be asked whether or not you agree to it.

• Together we will assess your personal needs to make sure you get safe and appropriate care that supports your rights to make sure you get the care that you have agreed regarding your health and wellbeing.

• If you have more than one care provider, we will liaise with them to ensure you receive co-ordinated care.

• You can also expect Twilight Years Ltd to meet your needs relating to your cultural background, sex (gender), disability, age, sexuality, religion or belief.
  

• You will be protected from abuse or the risk of abuse, and staff will respect your human rights

• You will be cared for by staff who have the knowledge, skills and experience needed to meet your health and welfare needs

• Our staff are well led and they have the opportunity to develop and improve their skills through effective training

• Twilight Years Ltd will regularly monitor the quality of the services we provide to make sure you receive the support you need

• Your personal records will be accurate and will be kept safe and confidential

• We will deal with any complaint efficiently

• We will accept compliments and suggestions and evaluate them to see how we can apply them to the whole of our company with a view to improving standards and quality of care provided

We are always interested in gaining positive feedback, we like to hear that our Service Users and families are happy with our services. We don't expect a thank you letter every week saying how wonderful we are, but if you think we're doing a good job tell us.

We currently conduct a Survey of services every year which gives us a good idea of how we’re performing, but anything over and above that is always a bonus. If you send us a compliment about a Home Care Worker, we always pass the compliment on, this helps in keeping our staff in high spirits and it lets them know they’re doing a good job.

On the other hand, if we’re getting it wrong, please tell us. We prefer to deal with problems informally, however, if you feel you would like to make a formal complaint then you can contact us either by calling the office or writing to us. Your complaint will be dealt with appropriately as we have a dedicated person to deal with this and you will be kept informed of the progress. You may complain in writing or verbally or ask a relative or friend to assist you, we can also help you formulate your complaint or point you towards an Advocacy Organisation.

All complaints should be addressed to:

The Manager, Twilight Years Ltd, 114 Rawlinson Street, Barrow-in- Furness, Cumbria, LA14 2DG or

email: twilightyear@btconnect.com

Telephone: 01229 835200

Stage 1: Upon receiving an informal concern or complaint, we will try to resolve the complaint informally, this can happen during the initial communication. If resolved to your acceptance it will be logged in our complaints book and you will receive a note to inform you of any action taken.

Stage 2: If you are not satisfied at this stage, our manager will conduct a formal investigation commencing at the earliest possible stage and you will be informed of this occurrence in writing within 48hrs from making the complaint.

Stage 3: The formal investigation will take place and hopefully will complete within 28 days from the complaint being made. Our manager will make arrangements to discuss our findings with you and present you with a copy of the investigation as well as resulting action taken.

Stage 4: In the event the complainant remains unresolved after the matter has been investigated, as a last resort you have the right to refer the matter to any of the following:

• (if care is provided through Adult Social Services) The Complaints Team, Cumbria House, 117 Botchergate, Carlisle, Cumbria, CAA1 1RD
• Tel: 01228 221234 or email: complaints@cumbria.gov.uk or write to

• The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH. Phone: 0300 061 061