It is the ethos of Ability West to listen to the views of service users, families, staff members (other than grievances), visitors, and the community about our services. Complaints and feedback are viewed as an opportunity for learning and the continued improvement of our services.  We recognise that responding effectively to complaints or feedback and learning from them is a key aspect to providing high quality person centred services.  In this regard, Ability West has developed a robust policy and procedure to support the management of any complaints and feedback received and these are in compliance with legislation, regulations and standards, including the Health Act 2004, Regulations (Complaints) 2006, Statutory Instrument No. 367 of 2013, and the National Standards for Residential Services for Children and Adults with Disabilities 2013.  We also have an explanatory leaflet.

Ability West aims to create an environment where everyone feels comfortable and has the opportunity to provide feedback and feel safe in the knowledge that there will be no adverse consequences arising from an issue raised.  The complainant will be encouraged and supported to express their concerns and an advocate will be provided if necessary.

All information obtained through the course of any complaint will be treated in a confidential manner and meet the requirements of the Data Protection Act 2018 and the Freedom of information Act 2014.

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