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We do our best to get things right, but if we make a mistake, we’re committed to fixing it and making things better. If you raise a concern and are not satisfied by our response, then we have a formal complaint process. We commit that:

• All complaints will be taken seriously and acted on with fairness and impartiality.
• Immediate welfare check, safety assessment and management of risk will take place
• Formal acknowledgement will be made within 3 working days of the complaint being made

A response summarising findings and appropriate actions to rectify will be made within 28 days with in line with our policy. If you or your representatives remain concerned you may take your complaints to persons in authority outside Harmony Healthcare such as the Integrated Care Board or the Care Quality Commission. Care Quality Commission (CQC): Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA Tel. 03000 616161 or cqc.org.uk and use the online contact form.

If the response does not meet or satisfy the complainant, then further escalation may be made to the Local Government Ombudsman. The Local Government Ombudsman: PO Box 4771, Coventry, CV4 0EH, Tel. 0845 602 1983 or 024 7682 1960 or lgo.org.uk and use the online contact form

At Harmony Healthcare, we take whistleblowing very seriously. If you have concerns about misconduct or unethical practices, please don’t hesitate to reach out confidentially.

You can contact us at:

• Email: whistleblowing@harmonyhealthcare.co.uk
• Phone: 07915 253 598

Care Delivery Team (24 hrs)

operations@harmonyhealthcare.co.uk
0800 292 2331

Finance Team

(Mon – Fri | 9.00 am – 5 pm)
finance@harmonyhealthcare.co.uk
0800 292 2331

Recruitment Team

(Mon – Fri | 9.00 am – 5 pm)
recruitment@harmonyhealthcare.co.uk
0800 292 2331

Whistleblowing (treated in confidence)

whistleblowing@harmonyhealthcare.co.uk
07915 253 598

Referrals, Contracts and New Business

referrals@ harmonyhealthcare.co.uk
0800 292 2331