POINT HOUSE POLICY AND PROCEDURE FOR COMMENTS, COMPLAINTS AND SUGGESTIONS.
We view complaints as an opportunity to identify anything that is going wrong in our organisation and to make it right.
You can help us by keeping a look out for any problems and letting us know about them as soon as possible.
Your comments, complaints, suggestions are always welcome at this home and we take pride in responding to them quickly, effectively and honestly.
Complaints procedure
This home is committed to providing high-quality services and to constantly seeking ways to improve that quality.
All comments, compliments, suggestions or complaints should be made to the homes manager.
The homes manager responsible for all complaints is: Miss Sarah Jane Cropley
All complaints will be treated seriously and dealt with as soon as possible
Verbal complaints made either in person or on the telephone will be recorded in writing. A copy of this record will be provided within three working days.
All complaints will be responded to by an acknowledgement letter within three days. The home will then investigate the complaint.
Should the nominated person be absent through holiday or sickness etc., then a temporary nominee of sufficient Senior position will handle the matter in their absence in order that the service standard be maintained.
All complainants will (so far as reasonably practical) receive:
- Assistance to understand the complaints procedure
- Advice on where they can obtain this assistance
Please see our foyer for information on local advocacy services.
Point House will only accept complaints form a representative under certain conditions, these are either:
- The service user had consented either verbally or in writing
Or:
- Where the service user cannot complain unaided and cannot give consent because they lack capacity under the Mental Capacity Act 2005 and
- The representative is acting in the service users’ best interests – for example where the matter complained about, if true would be detrimental to the service user.
We will endeavor to keep complainants informed about progress of any ongoing investigation and provide a letter stating the outcomes of our investigation within 21 working days.
The Registered Manager reviews complaints and concerns on a monthly basis to ensure they are satisfied and that any issues upon which we can do better in the future are put into place as part of our policy of continuous improvement:-
Registered Manager
Miss Sarah Jane Cropley RMA
Point House Residential Care Home, Sprowston Road, Norwich Norfolk England NR3 4QN
Telephone: 01603-427249 Email: - sarah@pointhouse.uk.com
When the manager is absent please contact Julie Newell or Karen Holland Senior care managers on the same contact details.
Once your complaint has been fully dealt with by Point House, if you are not satisfied
With the outcome you can refer your complaint to the Local Government
Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free,
Independent service
The LGO Advice Team can be contacted for advice or to register your complaint on:
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
The LGO will not usually investigate a complaint until the provider has had an
opportunity to respond and resolve matters.
Our service is registered with and regulated by the Care Quality Commission (CQC).
The CQC cannot get involved in individual complaints about providers, but is happy
to receive Information about our services at any time. You can contact the CQC at:
Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle Upon Tyne NE1 4PA
Tel: 03000 616161
Website: www.cqc.org.uk/contactus.cfm
*Please note:
This procedure can be made available on request in other languages and in other
formats such as braille.