10

Complaints Procedure

What is a complaint ?

At Holme Manor we want to know of ANY concern, dissatisfaction, worry, or niggle, however slight, felt by anyone with whom we have dealings of any sort. Only by knowing of these can we provide an explanation or put things right. Whether you are a resident, a relative or agent, a volunteer, a trade contact, or whoever, we want to know of ANY concerns you may have! (NB this does not apply to staff. We are equally interested to know of any concerns that staff might have, but there is a quite separate process for dealing with these).

How do you complain ?

In the first instance, we hope that you will feel able to come to us with your concerns. Please ask for ANY senior member of our staff, who have been instructed carefully as to what to do if anyone expresses any concern or complaint. Please bear with us if something else important is happening at the time, as we will want to pay proper attention to what you have to say and may ask you to wait for a short while.

It may be that your concern or complaint is about a matter which can be resolved easily and that you will be happy with the verbal answer given. Our senior staff have been instructed, however, to make a written report, even of easily resolved matters, which includes a description of the concern or complaint and the answer given or the way it was resolved. Please do not be put off if we need to take some notes.

It may be that you consider your concern or complaint to be more serious. If so, we suggest that you consider whether or not you would prefer some time to think about it and put it in writing. If you do, we prefer that you address it to Diane or Sarah. However, you are still free to express such concern or complaint verbally to senior staff if you wish. In this case however, senior staff must make proper notes.

Any concerns or complaints received in writing will receive a written reply, whether or not a meeting has taken place to discuss any points raised. If you want a written reply to a verbally expressed concern or complaint, please make this plain at the time.

You are also free to ask that your concern or complaint be made known to Ryan or Ann verbally. If they are not on duty at the time, we will do this as quickly as possible.

What happens to a complaint ?

As indicated above, all concerns and complaints received by senior staff must be noted, together with a description of any action taken, and will be acknowledged and reported to Diane or Sarah within 24 hours. In this way, ALL concerns and complaints will be treated seriously and may be used to modify our future operation where appropriate. A full response will be provided within 28 days.

What about complaint to the registration authority ?

The registration authority is responsible for registering Holme Manor and for inspecting regularly to ensure that required standards are maintained. Each individual has an absolute right to express concerns or complaints directly to the registration authority, without talking to the home first, if they so wish.

Of course, we hope that you will feel able to come to us first and give us the opportunity of resolving any matter, but we recognise your right to contact the registration authority, either before and/or after you have spoken/written to us.

If you wish to express concern or complaint to the registration authority, this should be done by telephone or in writing to the Commission for Social Care Inspection, North Lancashire Area Office, 2^nd Floor, Unit 1, Tustin Court, Port Way, Preston, PR2 2YQ. Tel: 01772 730100.

What about further complaint ?

With any complaint to a registration authority, you must give the authority adequate time to investigate and reply properly.

If you remain aggrieved however, even after (or perhaps as a result of) the registration authority's investigation of your complaint, you can use their internal complaints procedure which they will explain to you on request.

Has this explained how to deal with concerns or complaints?

If it has not, or you feel that a better explanation could have been given, please let us know, and we will do our best to improve this information.

Ryan & Ann Godwin

If you require any independent advice or assistance, you may wish to contact East Lancashire Advocacy on 01254 301030 or Lancashire Advocacy on 01772 705355

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