Sandbeck House – Grosvenor Hall – Eastholme – Fair Haven
COMPLAINTS & CONCERNS POLICY
Our principle aim at this home is to provide care and facilities which meet the needs of the service user’s, their families and visitors to the home.
However, if you feel that we are not achieving this, we would welcome your comments and suggestions.
We operate in a way which is open and positive. We therefore encourage our staff to receive comments in a constructive way and helpful manner. We do, of course, like to hear positive comments if we are doing well. This motivates staff and helps us plan the development of the home.
Any complaint/concern will be treated seriously, dealt with promptly in accordance with the procedure. This policy covers both formal and informal complaints & concerns.
To provide our “customers” with a means to express their views.
To ensure any complaints are dealt with efficiently.
Provide a notice board in the foyer with details of local advocacy services.
Provide complainants with the assistance to enable them to understand the complaints procedure & advice on where they may obtain further assistance if required.
Service users and visitors feel at ease in expressing their views. This prevents the escalation of a situation and relieves dissatisfaction.
The development is planned incorporating the views of service users and other relevant parties.
Should you have cause to raise a complaint or a concern concerns, staff will:
Listen to you.
Respond in a courteous and helpful manner.
Offer a solution or explanation if they are able to.
Alternatively, they will pass your concerns to the relevant person. You will be informed of who this is and their position.
Your concerns will be investigated.
You will be provided with the outcome of those investigation and any recommendations required
The following procedure should be followed if you feel you have a complaint:
Please raise your concerns or complaint by telephone, in person, in writing or via email. (postal address, email address and contact numbers are at the end of this document)
Should you wish to speak to the person in charge, a member of staff will arrange that for you.
Where a complaint is made in person or on the phone, staff will make a written copy of the complaint and provide a written record within three working days.
All complaints will be acknowledged within 3 working days and in the acknowledgement letter give the name of the person who will investigate.
The complainant will be kept informed about the progress of the investigation
We will advise you of the action necessary within seven days of your concern/complaint and when we anticipate being in a position to offer you an explanation.
Following an investigation, the complainant will be given a response in writing within 28 working days.
We aim to have all complaint investigations concluded within six months unless a different deadline has been agreed and there is a good reason for this.
If you are unhappy with the outcome, the Proprietor will be happy to discuss this with you further.
You may, if not satisfied, refer this to the:
The Local Government Ombudsman
PO Box 4771
Tel – 0300 061 0614
Email – firstname.lastname@example.org
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Care Quality Commission,
Newcastle, NE1 4PA
Telephone Number – 03000 616161
Email – email@example.com/contactus.cfm
CQC cannot get involved in individual complaints about providers, but is happy to receive information about services at any time.
Lincolnshire County Council,
Social Services Department,
Tel: 01522 552222
Fax: 01522 516137
Cambridge County Council (Fairhaven Only)
Adult Social Care
Cambridge CB3 0AP
Tel: 0345 045 5202
Fax: 01223 717201
A record of all complaints and outcomes are maintained by the home.
You are assured that no party involved in the complaint will be discriminated against should they have cause to make representation to the home.
We can only accept complaints from a representative under certain conditions
Where the service user has consented, either verbally or in writing
Where the service user cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005 and the representative is acting in the service users best interest e.g. where the matter complained about, if true, would be detrimental to the service user.
A complaint must be made not later than 6 months after
The date the event occurred or, if later,
The date the event came to the notice of the complainant.
The time limit will not apply if the ‘Company’ is satisfied that:
The complainant can give a good reason for not making the complaint within that time limit, and
Despite the delay, it is still possible to investigate the complaint effectively and fairly.
Anonymous complaints will be dealt with in the same manor with the exception of forwarding details/progress to the complainant, unless we are given some form of contact details.
**This procedure can be made available on request in other languages and in other formats such as cassette and Braille
Contact details for Homes in Group
Sandbeck House Residential Home
77-81 Sandbeck Avenue
Tel: 01754 766585
Grosvenor Hall Care Home
Tel: 01522 528870
Eastholme Care Home
74/75 South Park
Tel: 01522 521956
Fairhaven Care Home
102 Station Road
Tel: 01353 720916