Complaints

CONNECT HOUSE COMPLAINTS POLICY

Connect House 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 Connect House 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 Connect House 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. Your complaint could be about:

• The lack or delay in nursing care
• The conduct or attitude of Connect House staff
• The choice or quality of the meals
• Discrimination because of your age, sex, race or disability

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?

Once you have raised your complaint, you will receive an acknowledgement from the home that it has been received and is being looked into. Whilst we strive to answer and respond to all complaints swiftly, should your complaint be formal and more complex, it may take up to 28 days for a full written response following an internal investigation process.

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.