Complaints

This procedure complies with the Regulatory Requirement which requires care providers to have an effective system in place for identifying, receiving, handling and responding appropriately to complaints.

The Management and Staff of Horsfall House endeavour to provide an open, caring and safe environment for the residents/service users and to show consideration to the residents’ families and friends.

We undertake to treat all complaints with sincerity and deal with such complaints with expediency.  Complaints can be raised verbally or in writing with the relevant individual.

Any resident or his/her representative who feels that they have cause to complain should firstly refer the matter to their Unit Manager (or Nurse in Charge if the Manager is not available).  The Manager / Nurse in Charge will deal with the complaint immediately.

Any visitor, social care/health professional or other individual who may feel they have cause to complain should refer the matter to the Unit Manager/Nurse in Charge.

If the complainant is unhappy or concerned that the complaint has not been fully resolved, he/she should ask to see the Operations Director / Registered Manager who will fully investigate the problem.

If the complainant still feels that the complaint is unresolved they may write to the Chairman of the Board of Directors who will take the matter to the Operating Board for further investigation at:

Horsfall House
Windmill Road
Minchinhampton
Stroud
Gloucestershire
GL6 9EY                        

Telephone number: 
01453 731227

At any stage the complainant may write to or telephone the registering body:

CQC South West
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone:
03000 616161

Horsfall House will undertake to respond to any complaint within 48 hours initially and investigate any complaint and respond to the complainant within 28 days of its inception. Any complaint received will be recorded in the complaints book.