Introduction
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.
Aims
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.
Actions
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:
For Devon County Council funded residents the resident‘s Care Manager
should be consulted by writing to:
Social Services
St. Michael‘s, Orchard Way
Honiton, EX14 8HH
or telephone 01-392-385800 in confidence.
For privately funded residents and DCC funded residents whose
complaint has still not been resolved to the resident‘s satisfaction,
contact should be made to the Registration Officer for The Manor House
by writing to:
Commission for Social Care Inspection (Care Quality Commission)
Unit D1
Linhay Business Park
Ashburton
Devon
TQ13 7UP or telephone 01-364-651800 in confidence.
It should be stressed that anyone can take any complaint or concern to
the Care Quality Commission at any time. |
