Complaints

Even though we work very hard to stop things going wrong, we recognise that they sometimes do. When this happens, we would like to know so that we can try to put things right and stop the same thing happening again to you, or to someone else.

If something is worrying you about the care and/or treatment you or your loved one are currently receiving, please tell a member of our staff or ask to speak to a senior member of staff as soon as possible, preferably at the time as they may be able to address the issue(s) directly and rectify the problem(s) in a timely manner. Please note all concerns are recorded.

If you are not satisfied with the response, please ask to speak to our Registered Care Home Manager (RCHM) Stephanie Philbrick, on 01206 729304 choosing option 3 or email registeredmanager
@parmentercare.co.uk who will do their best to resolve your concerns and agree with you what should be done.

If we are unable to resolve your concerns, you can make a formal complaint to our RCHM. Complaints can be received either verbally or in writing by the person impacted or the advocate of the individual who wishes to raise the complaint. Please clearly state the specific issues you wish to complain about. We aim to acknowledge your complaint within three working days. Please be assured that any complaint you make, written or verbal, will be treated in strict confidence. Please ask for a copy of our Company’s Complaints Policy if you require any further information.

An expression of concern will become a complaint when any of the following criteria is met:

1. the person explicitly states they wish the issue being discussed to be officially recorded as a complaint.
2. the team member receiving the complaint recognises a level of seriousness that in their opinion should be regarded as a complaint or where there has been a regulatory breach that must be reported.
3. the concern has continually reoccurred.

Our complaints procedure is designed to ensure the protection of individuals and the people we support and to maintain high standards of care received by them. It is also intended to promote our open and proactive ethos.

The RCHM will investigate your complaint and respond to you in writing within 21 working days, setting out the investigation undertaken, and any action taken as a result of their findings.

If there is no resolution to the matter at this point and you remain dissatisfied with the outcome or you do not feel comfortable discussing the matter with the RCHM, then please take your complaint to either of the Business Owners / Directors on:

Mr M Parmenter or Mrs D Parmenter-King 

Aveley Lodge Care Home

Abberton Road

Fingringhoe

Colchester

CO5 7AS

Tel: 01206 729304 opt 5

Email: finance@parmentercare.co.uk or michael@parmentercare.co.uk

Where repeated or continuous complaints are raised at a home, the matter will be allocated to a Senior Manager, not involved in the day-to-day management of the home, to investigate and oversee the complaint.

If you remain unhappy and/or feel unable to approach our staff, please contact the Care Quality Commission (CQC). The Care Quality Commission under the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 (Part 3) require providers to receive and act upon complaints. However, they are unable to take complaints up on behalf of a resident. They can be contacted at the following address:

CQC National Customer Service Centre

Citygate,

Gallowgate,

Newcastle upon Tyne

NE1 4PA

Tel: 0300 061 6161

 on 03000 616161 or enquiries@cqc.org.uk

A complaint must be made no later than 12 months after the date the event occurred or, if later, the date the event came to notice. The time limit will not apply if we at Aveley Lodge Care Home are satisfied that the complainant can give a good reason for not making the complaint within the specified time limit or despite the delay, it is still possible to investigate the complaint effectively and fairly.

We are only able to accept complaints made on behalf of a resident where we are satisfied that the person has consented either verbally or in writing to the issues being raised, or where the resident cannot complain unaided and cannot give consent because they lack capacity as established within the Mental Health Capacity Act 2005, and the Representative acts in the resident’s best interest, i.e. to prevent detriment to the person.