Our first priority is to provide a safe, friendly and professional service to all our residents, visitors and staff, and we strive to maintain our own high standards and those set by care services regulatory bodies.

We take all concerns seriously and make every effort to address complaints or failings and resolve them satisfactorily.

ELDERHOLME NURSING HOME

Policy statement

Rev 01.2025

The aim of this policy is to ensure that all concerns and complaints made by Residents, Relatives or other agencies are dealt with quickly and effectively and any problems resolved.

1. Elderholme Nursing Home is committed to providing high-quality services and are constantly seeking ways to improve that quality.

2. Your comments, compliments, suggestions or complaints are always welcome at this home and we take pride in responding to them quickly, effectively and honestly.

3. Any complaints should be discussed, in confidence, with the nurse in charge. S/He will document the complaint and either resolve the issue with you, or explain that the Manager will deal with it and let them know the outcome.

4. All complaints, whether resolved or not, must be documented on the complaints form which is countersigned by the Manager when they are next on duty. Any unresolved complaints will be investigated by the Home Manager, Ms Kelly Crabtree and feedback, either verbal or written, will be given within 7 days.

5. If the complainant is not happy with the Home Manager’s decision/solution, they should write to the Chief Executive Officer, Ms Ramune Zabeliauske, Elderholme Nursing Home, Clatterbridge Health Park, Clatterbridge, Bebington, Wirral. CH63 4JY, stating the problem. She will investigate the complaint and reply, in writing, within 14 days.

6. No Resident, Relative or other person will be treated in a prejudiced or unfair manner for raising a concern. We positively encourage people to raise their concerns so we may deal with problems and maintain standards. Suggestion box in reception can be used for anonymous complaints.

7. If the complaint cannot satisfactorily be resolved within the home, it will be referred onto the
   Social Services Quality Assurance Dept.,
   DASS,
   St. Catherine’s Health Centre,
   Derby Road,
   CH42 0LQ

Email: wcnt.dasscareprocurement@nhs.net

8. Service Users may also approach the Care Quality Commission with any concerns. Their contact details are:

North West Region,
Care Quality Commission,
Citygate, Gallowgate,
Newcastle upon Tyne.
NE1 4PA.

Tel: 03000 616161
Email: enquiries@cqc.org.uk

9. Local Government Ombudsman
   PO Box 471
   Coventry
   CV4 0EH
   Tel: 0300 061 0614
   Web: www.lgo.org.uk

10. All complaints and concerns are audited at our Management meetings as part of our Quality Control.

Approved by. Ramune Zabeliauske

Approval date. 29th July 2022