Complaints and Concerns.
We would rather hear it from you than from somebody else.
Who to Tell.
Most things are settled by saying them out loud to the right person. Any of these reaches one.
- Telephone
- 07967 742243
- Registered Manager
- Nicola Morrow, who is responsible for the answer you get and for what changes because of it.
Raising something informally doesn't use anything up. You can still make a formal complaint afterwards, and it will not start from a worse place because you tried talking first.
Making a Formal Complaint.
Four stages, so you know who has it and what happens next.
You Write to Us
By email or by post, addressed to our registered manager, Nicola Morrow.
What to put in it
Your name and contact details. The name of the person receiving care. A clear description of the concern, and the date or dates the events happened. What outcome you are looking for.
If some of that is missing we will still take the complaint. We would rather have it in your words than not have it at all.
We Acknowledge It
So you know it arrived, who is dealing with it, and when to expect our answer.
We Look into It, and Answer in Writing
What we found, what we got wrong if we got something wrong, and what changes as a result. If it is going to take longer than we told you, we will say so before that date rather than after it.
If That Is Not Good Enough, You Go Above Us
You never need our permission, and you don't have to have complained to us first.
Who to go to
The Care Quality Commission takes concerns about care services at cqc.org.uk. It does not investigate individual complaints, and it does use what it is told to decide what to look at and where.
If your care is publicly funded, the Local Government and Social Care Ombudsman can investigate the complaint itself, at lgo.org.uk.
What We Do with Complaints.
- Every complaint is recorded, whatever its outcome, and the record is one of the things a Care Quality Commission inspector is entitled to read.
- Nobody's care is affected by having complained, and no carer is disciplined for a complaint being raised about a visit.
- What happens to the plan, or to the rota, is decided by what actually went wrong.
- Raising a Safeguarding Concern
- If somebody is being harmed, neglected or taken advantage of.
- Questions Families Ask
- Sixteen of them, answered.
Ring Us, and Talk to a Person.
If something has gone wrong, we would far rather hear it from you than not hear it at all.