Complaints Handling Procedure

Making a Complaint

Residents or Relatives who wish to make a complaint should:

1. Talk to the Senior Nurse on duty as soon as possible
2. Send details in writing to the Unit Manager

Each complaint will be dealt with objectively and quickly. The person dealing with the complaint will report their findings to the complainant.

Id the complainant is not satisfied with the outcome, then the Unit Manager will pass on this complaint to the Senior Nurse Manager, or the Unit Manager will provide the complainant with the contact details of the Senior Nurse Manager. These can also be provided at main reception.

In the event of the matter remaining unresolved for 28 days, the complainant has the right to make a formal complaint to the CARE QUALITY COMMISSION, Local Government Ombudsman, the NHS or Local Authority funding the resident’s care.

The address of the:

CARE QUALITY COMMISSION

C.Q.C West Midlands
City Gate
Gallowgate
Newcastle-upon-Tyne
NE1 4PA

Tel: 03000616161
Email: westmidlands@cqc.org.uk

LOCAL GOVERNMENT OMBUDSMAN

Local Government Ombudsman
Box 4771
Coventry
CV4 0EH

Tel: 03000610614

NHS or Local Authority Funders: Please ask for the contact details of the relevant funding authority.