Point House Contacts

Policy & 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 will be responded to within 72 hours. Written complaints will be   responded to by an acknowledgement letter within three days. The home will then investigate the complaint and send the complainant a letter within 21 days to inform them of the outcome.

Should the nominated person be absent through holiday or sickness etc., then a temporary nominee will handle the matter in their absence in order that the service standard be maintained.

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.

If the complaint cannot satisfactorily be resolved within the home it will be referred onto the National Care Standards Commission which has now been taken over on 1^st April 2009  by the CQC – (Care Quality Commission) their contact details are:

CQC – Eastern                                     
Citygate                                                   
Gallowgate
Newcastle upon Tyne
NE1 4PA   
Telephone:- 03000 616 161
Fax:- 03000 616 171                       

Email: enquiries.eastern@cqc.org.uk