Complaints Procedure
1. If you have a concern or complaint, the first step is to tell a member of staff. The majority of minor complaints may be dealt with by a senior member of staff but the Manager& Owners will be kept informed.
2. If your complaint is of a more serious nature, then your first step will be to approach the Manager or the Owner. You can if you wish go directly to the Care Quality Commission listed below.
3. Your complaint will be recorded along with any subsequent action taken to resolve it. Investigation of a complaint will be thorough, impartial and where appropriate take account of all the people involved.
4. If a complaint remains unresolved, or you feel that a complaint has not been dealt with adequately, then it may be passed to the Care Quality Commission. This should not usually occur until procedures within the home have been exhausted without reaching a satisfactory conclusion.
The Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone: 0300 061 6161
W: www.cqc.org.uk/contacus.cfm
5. The Care Quality Commission will follow their own Complaints Procedure.
6. If the complaint remains unresolved, then it should be passed on to the Local Government Ombudsman but this should not usually occur until the above mentioned internal and external procedures have been exhausted without reaching a satisfactory conclusion.
You can contact the Local Government Ombudsman for information or advice, or to register your complaint.
Telephone 0300 061 0614
Email:
advice@lgo.org.uk
Website:
www.lgo.org.uk
1. If you have a concern or complaint, the first step is to tell a member of staff. The majority of minor complaints may be dealt with by a senior member of staff but the Manager& Owners will be kept informed.
2. If your complaint is of a more serious nature, then your first step will be to approach the Manager or the Owner. You can if you wish go directly to the Care Quality Commission listed below.
3. Your complaint will be recorded along with any subsequent action taken to resolve it. Investigation of a complaint will be thorough, impartial and where appropriate take account of all the people involved.
4. If a complaint remains unresolved, or you feel that a complaint has not been dealt with adequately, then it may be passed to the Care Quality Commission. This should not usually occur until procedures within the home have been exhausted without reaching a satisfactory conclusion.
The Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone: 0300 061 6161
W: www.cqc.org.uk/contacus.cfm
5. The Care Quality Commission will follow their own Complaints Procedure.
6. If the complaint remains unresolved, then it should be passed on to the Local Government Ombudsman but this should not usually occur until the above mentioned internal and external procedures have been exhausted without reaching a satisfactory conclusion.
You can contact the Local Government Ombudsman for information or advice, or to register your complaint.
Telephone 0300 061 0614
Email:
advice@lgo.org.uk
Website:
www.lgo.org.uk