The Manor Residential Home takes complaints seriously and encourages comments and suggestions as to further improve the services and address any issues of concern or uncertainty. It is also important to respond appropriately as this provides the home with an opportunity to identify and understand areas of concern to the health and well-being of residents, by staff, their families or representatives.
The complaint policy clearly states the response following the receipt of a complaint and it is the home’s intention to respond as per the policy in a timely manner and there is always a carer on duty to receive concerns or a direct complaint. If individuals are not satisfied with the response, a complaint form and an envelope addressed to the Manager will be provided who will investigate the complaint in line with the home’s complaints policy.
An initial response will be forwarded within five working days. Pending further investigations the manager will respond with the outcome detailing any actions required to resolve the issue within 28 working days. If any individual feels the issue has not been resolved or handled appropriately, they may also raise the issue with the Care Quality Commission:
Post: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Telephone: 030000616161
E-mail: enquiries@cqc.org.uk
Complaints can also be logged with Nottinghamshire County Council as per details below:
Post: Complaints and information team,
Nottinghamshire County Council, County Hall, West
Bridgeford, Nottingham, NG2 7QP
Telephone: 030050008080 Duty Officer, Social Services
The complaints policy is clearly displayed in the hallway Notice Board.
The Manor Residential Home maintains and operates a complaints procedure in accordance with relevant policy based on recommendations made by the Care Quality Commission (CQC) and ensures that there is no discrimination against anyone for making a complaint. Annual audits in respect of complaints procedures are provided and reviewed by the management team.
As part of the ongoing management a regular meeting between residents and management will take place where comments and suggestions will be discussed to resolve any issues that may, if not discussed, turn into a complaint. There is also a comment and suggestion box in the reception area.