COMPLAINTS AND CONCERNS PROCEDURE
Residents and their representatives are encouraged to seek advice and information from staff members on matters that they genuinely do not understand. We actively encourage our residents or their representatives to speak up if they are unhappy with any aspect of the service provided.
A complaint received verbally by a member of staff should be acknowledged immediately, recorded in the ‘Complaints Register’ and action taken to resolve immediately. Alternatively, discuss the situation with the senior staff on duty who will do their utmost to rectify the situation.
In the event of a complaint or concern with the care offered by Oaktree Lodge the complaint or concern should be discussed with the registered manager who will acknowledge your complaint within 4 days and respond to a complaint in writing within 28 days with the aim to rectify the situation following investigation.
Should a complaint be considered a serious untoward incident, it will be referred to the manager who will consider raising the issue and liaising with the relevant authorities. Accurate records of all complaints will be made and the inspectors of the registering authority are informed of serious matters.
If you feel that your complaint has not been resolved satisfactorily or you wish to contact the Home’s Inspection unit at anytime regarding the care being provided, you may contact them at:
Care Quality Commission
CQC National Correspondence
PO Box 1258
Newcastle upon Tyne
Telephone: 03000 616161
or Care Connect on 01275 888485
or Local Government Ombudsman
Telephone: 0300 0610614
A resident will never be discriminated for making a complaint.
While it is important for you to know that you can complain and make suggestions, it is also important to us that you feel happy and comfortable with the quality of life within the home. Therefore compliments are also recorded so that the standards at Oaktree Lodge can be seen to be effective.