Policy and Procedure Regarding Complaints
The atmosphere in the home should be such that residents will feel able to make a complaint or express some concern and feel confident that the complaint or concern would be dealt with quickly and fairly. Complaints can provide a focus for improvement of care provision. Complaints or suggestions may be received from individuals or groups of residents.
To ensure that all complaints are dealt with quickly (within 28 days), efficiently and fairly and the knowledge gained is used constructively to improve care.
Any complaint or
suggestion will be dealt with in the strictest confidence,
free from reprisals and conducted in a sensitive and
caring manner. Residents will be encouraged to bring
complaints or express concerns on any subject to the
attention of - in the first instance - to either their Key
Worker or to the proprietors. All complaints will be
recorded in a complaints book as will the action taken to
rectify the situation. The complaint must be responded to
within 28 days. Thereafter, if the complaint is not
resolved further action should be taken as follows:
you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed.
The LGO provides a free, independent service. The LGO Advice Team can be contacted for information and advice, or to register your complaint:
T: 0300 061 0614
The LGO will not usually
investigate a complaint until the provider has had an
opportunity to respond and resolve matters. Our service is
registered with and regulated by the Care Quality
Commission (CQC). The CQC cannot get involved in
individual complaints about providers, but is happy to
receive information about our services at any time.
You can contact the CQC
Care Quality Commission
Newcastle upon Tyne
T: 03000 616161
Staff and residents will be informed of the no smoking policy of the home. Additional information about fire safety can be found in Supplement 5 of The Manor House health and safety policy statement