Contact details for senior managers Alzheimer Scotland, National Office Do you have a comment, suggestion or complaint? Jan Johnston, Argyll & Clyde 32 Riccartsbar Avenue, Covering national services including: Finance, Fundraising, Regional Manager Paisley, PA2 6BG Dementia Helpline, Information Services, Public Policy, Welfare Covering services in Argyll & Bute, Tel: 0141 887 4902 Rights, Human Resources, Property Management. Inverclyde, Renfrewshire and West Email: email@example.com Dunbartonshire 22 Drumsheugh Gardens Alzheimer Scotland wants to Julie Barron, Ayrshire and Dumfries 1 Gordon Street, & Galloway Regional Manager Dumfries, DG1 1EG Edinburgh EH3 7RN hear from you Covering services in Dumfries & Tel: 01387 261303 Tel: 0131 243 1453 Galloway, East Ayrshire, North Ayrshire Email: firstname.lastname@example.org Fax: 0131 243 1450 and South Ayrshire Email: email@example.com Linda Smith, Forth Valley and Lanarkshire Information & www.alzscot.org Lanarkshire Regional Manager Advice Centre, Old Town Hall, Covering services in Clackmannanshire, High Road, Motherwell, ML1 3HU Falkirk, Stirling, North Lanarkshire and Tel: 01698 275300 South Lanarkshire Email: firstname.lastname@example.org Chief Executive: Henry Simmons Email: email@example.com Sarah Burgess, Glasgow and East 81 Oxford Street, Dunbartonshire Regional Manager Glasgow, G5 9EP Director of Personalisation: Kate Fearnley Covering services in Glasgow and East Tel: 0141 418 3930 Email: firstname.lastname@example.org Dunbartonshire Email: email@example.com Fiona Roberts, Grampian, Tayside 492 Union Street, Dementia Helpline Manager: Elaine Harley and Shetland Regional Manager Aberdeen, AB10 1TS Email: firstname.lastname@example.org Covering services in Aberdeen City, Tel: 01224 644077 Aberdeenshire, Angus, Dundee, Moray, Email: email@example.com Perth & Kinross and Shetland Alternative formats Maxine Johnston, Highland, Rowan Cottage, Western Isles & Orkney 7 Martin Crescent, Portree, We can provide this leaflet in large print, on CD or in Covering services in Highland, Orkney, Isle of Skye, IV51 9DW other languages on demand. Contact the Information Western Isles Tel: 01478 611818 Email: firstname.lastname@example.org Manager at the address above. Helen Hay, Lothian, Fife and 22 Drumsheugh Gardens, Borders Regional Manager Edinburgh, EH3 7RN Alzheimer Scotland - Action on Dementia is a company limited by guarantee, registered in Covering services in Edinburgh, Fife, Tel: 0131 243 1453 Scotland 149069. Registered Office: 22 Drumsheugh Gardens, Edinburgh EH3 7RN. It is East Lothian, Midlothian, West Lothian Email: email@example.com recognised as a charity by the Office of the Scottish Charity Regulator, no. SC022315. and Scottish Borders March 2009 Alzheimer Scotland aims to provide high quality services Making a formal complaint Comments or suggestions and support for people with dementia and their carers at all times, but we know that sometimes we may get things You should write to: You may not want to complain about us, but may wish to make wrong or there may be things we could do better. comments or suggestions about our work, to help us improve. The Regional Manager or relevant National Office Manager (see The local Service Manager, Regional Manager or any National We welcome feedback on all aspects of our work, contact details) Office Manager will welcome your comments and ensure you are particularly if something has gone wrong so we can fix it told about any action taken as a result. or make improvements. We will treat your complaint with You should say clearly: confidentiality and will treat you fairly. Other organisations • what went wrong This leaflet tells you how to complain if you feel: • when and where it happened Depending on what your complaint is about, there are other • who was involved organisations you can complain to. You can do this as well as • we have done something wrong; • what you would like to see happen. complaining to us, or instead. • we didn’t do something that we should have done; • we provided you, or someone you care for, with a poor quality Who can help you? • If you have an unresolved complaint about the Dementia service; or Helpline, you can complain to the Telephone Helplines • we treated you, or someone you care for, unfairly, unethically If you would like help making your complaint, you can get help from: Association, 4th Floor, 9 Marshalsea Road, Borough, London or discourteously. SE1 1EP, Phone 020 7089 6321 or 0845 120 3767 (lo-call), • the Care Commission Email: firstname.lastname@example.org You can get a copy of our detailed Complaints Procedure from any • local advocacy or advice organisations of our services, our National Office, the Dementia Helpline or our • your local social work department • If you are complaining about our local services, such as day website at www.alzscot.org and we will send it automatically to • Citizens Advice Bureaux care or home support services, you can complain to your anyone who makes a complaint. • Alzheimer Scotland staff. local authority social work department. Their address is in the phone book under your local council, or you can get it What can you do? What happens next from the Dementia Helpline on 0808 808 3000 or from your local Alzheimer Scotland office. Every social work department You can make a complaint yourself or ask a friend, relative or When we receive your formal complaint, we will: has a complaints procedure. supporter to help you. • acknowledge it in writing (within 5 working days) • You can also complain to the Care Commission. The Care Informal approach • investigate your complaint (within 20 working days) Commission has been set up to improve the quality of care • write to you with the outcome of the investigation and also tell services in Scotland and it regulates and inspects most of Often, the quickest way to deal with something you are unhappy you about any further action you can take. our services. You should contact the Care Commission’s about is to talk informally to the staff member or service involved. Headquarters at Compass House, 11 Riverside Drive, Dundee They will try their best to resolve any concerns you raise. If you are still unhappy DD1 4NY, Phone 0845 603 0890 (lo-call), or email them by logging onto their website at www.carecommission.com If that doesn’t work, or if you don’t feel comfortable about doing If you are not happy with the outcome of your complaint, there are this, you can make a formal complaint. This leaflet tells you how. further steps you can take. These are explained in our Complaints Procedure.
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