If something is wrong, we want to hear about it. A complaint can be raised at any time, by a resident or by anyone acting on a resident’s behalf, and raising one will never affect the care that person receives.
This procedure is displayed in the main reception area at The Elms and a copy is available on request. Every complaint is recorded in the Complaints Register by the Manager or the Nurse in Charge.
At a glance
- We acknowledge your complaint in writing within 5 working days,
- We aim to resolve it within 14 days, extendable by a further 14 days with your agreement,
- If you are not satisfied, the formal stage is handled independently of the home’s management and completed within 35 days,
- You can contact the Care Quality Commission directly at any point
Stage one, local resolution
The Manager will try to resolve a complaint at an early stage wherever that is appropriate.
- Tell the Nurse in Charge or the Manager what your concern is. You can do this in person or in writing, whichever you prefer.
- The Manager will acknowledge your concern in writing within 5 working days.
- The Manager will investigate and work towards a resolution as soon as reasonably practicable, within 14 days.
- The Manager will come back to you with the agreed resolution.
- If more time is genuinely needed, the limit can be extended by a further 14 days, but only with your agreement.
- If you are unhappy with the outcome, or with how the complaint was handled, you can move to stage two.
Stage two, formal consideration
Complaints at this stage are dealt with either by the Registered Provider or by a Designated Person who is independent of the management of the care home.
Put your complaint in writing to:
U. B. Kalangi
Registered Provider
The Elms Care Centre
108 Grenfell Avenue
Saltash
Cornwall PL12 4JE
What happens next:
- Receipt is acknowledged in writing within 5 working days, and a thorough investigation of the issues raised begins.
- You receive a written response summarising the nature of the complaint, the conclusions reached and any action taken as a result.
- Where necessary, a copy of that written response goes to the Care Quality Commission and to any authority involved in the resident’s placement at The Elms.
- The aim is to resolve the complaint as soon as reasonably practicable, within 35 days of receiving it in writing.
- With your agreement the time limit may be extended further if that becomes necessary. If a complaint is not fully resolved within 35 days, the Care Quality Commission is notified in writing with the reasons for the delay.
If your complaint concerns the Registered Manager or Registered Person
Write in the first instance to the address below, marking the envelope Private and Confidential:
U. B. Kalangi
The Elms Care Centre
108 Grenfell Avenue
Saltash
Cornwall PL12 4JE
Contacting the regulator
The authority responsible for the registration and inspection of The Elms Care Centre is the Care Quality Commission. You are free to contact them directly at any stage, and you do not have to go through us first.
Care Quality Commission
South West Region
Citygate, Gallowgate
Newcastle upon Tyne NE1 4PA
Contact the CQC online at https://www.cqc.org.uk/contact-us
The Registered Person will tell you if a complaint requires special consideration under current regulatory requirements.
Talk to us first if you can
Most concerns are settled quickly by raising them with the Manager. Call 01752 846 335, email contact@elmscarecentre.co.uk, or simply ask to speak to the Manager next time you are in the home.