Complaints

Clifton View COMPLAINTS POLICY

Clifton View has a complaints policy. This is displayed in the entrance foyer to our home. All family members are given a copy on admission and relatives made aware of it. Staff new to Clifton View are also given a copy as part of their induction. We keep a record of any complaints received and these are used for reflection and learning when things go wrong as part of our continued development.

Under the National Health Service and Community Care Act 1990 and the Children’s Act 1989, you have the right to make a complaint and the management at Clifton View have a duty to respond promptly and fairly.

What is a complaint?

A complaint is when you inform the management you are not satisfied with the quality or type of service you are receiving.

Who can complain?

Everyone reserves the right to complain whether you are a resident, staff member, family and friends, professional visitor or a member of the public.

How can you complain?

Talk to the person in charge on duty at the time of the cause for your complaint. Often concerns or complaints can be resolved promptly in this way. Alternatively, speak to the Manager or Deputy Manager at your earliest opportunity. Your complaint could be verbal or in writing.

Who might help you besides your relatives of friends?

• Voluntary organisations
• Citizens Advice Bureaux
• Advocacy Groups

What will happen next?

A member of management will take any complaints seriously and investigate in line with the home’s complaints procedure. This may involve contacting you to ask additional questions. All complaints will receive a response within 28 days.

If you are not satisfied with the progress of your complaint or the outcome, you can raise your complaint with the CQC:

Care Quality Commission

Tel: 03000 616161

Email: [email protected]

All persons making a complaint will be notified of the results of the investigations and any actions taken in writing.