Aurora is dependent on your feedback to know whether we are getting it right and, perhaps more importantly, where we might be getting it wrong! If there is a concern, we would ask that you pick up the phone and talk to the best-placed person to address that issue.
Our employees are expected to encourage people to voice their concerns and to understand how important such feedback is to Aurora. Employees are encouraged to be as attentive and as thorough as possible in how they respond to any concerns. Any such communications are considered vitally important and will never be dismissed or viewed as unimportant. Equally, no person supported or their family members should think that they are jeopardising or risking a service if they make a complaint or raise a concern.
We ask that, in the first instance, you raise your concern at the most local level possible. If you do not get satisfaction at this stage, then you should progress to the next level. The people we support or their families can address their concerns with their key worker in the first instance. Employees should address any complaint they might have, either on their own behalf or the behalf of the person they support, to their Line Manager.
If your efforts to resolve the matter locally and informally are not successful, then you may wish to raise a formal complaint. Aurora has a Complaints Policy that explains the process and includes the form for making a complaint.
You can download the Complaints Policy by clicking on the link Complaints-Policy-06.09.2017
You can download the Complaints form by clicking on the link Complaints-Form
Any formal complaint can be addressed to:
Áine Forde, Complaints Officer,
Aurora, Unit 11/12 Danville Business Park, Ring Road Kilkenny R95 KD32
or by email: firstname.lastname@example.org