We believe that complaints and compliments are a valuable indicator of quality of Service, and an opportunity to improve that quality.
We assure all service users that no one will be victimised for making a complaint, and we encourage service users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. It is our policy that all matters which disturb or upset a resident should be reported, recorded, and corrective action taken. Only in that way can we work towards meeting our aim of continuously improving our service.
It is our commitment that:
- All complaints will be taken seriously
- All complaints will be acted upon with fairness and impartiality
- You will receive a response within 72 hours of the complaint being made, and a final reply within 28 days.
- If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed what that action is.
- Service users are entitled to involve an impartial third party in the complaint procedure if they so wish.
Service users and their representatives may take their complaints to persons in authority outside the home: for service users funded all or in part by Social Services or the Primary Care Trust, complaints may in the first instance be directed to them; for privately funded clients, a range of advocacy services are available locally and they will be pleased to help you deal with the complaint.
In the event of a serious issue and complaint, you should contact the CQC.
Service users have the right to access external agents who will act in their interests to help them solve problems, discuss concerns etc. The registered manager will be happy to provide information on local advocacy groups and other support networks.