Complaints procedure

The care home’s “Complaints Procedure” and details on how to raise a concern are posted in the main reception area and can be made available upon request.

• Someone who receives or has received care services
• Someone who is affected (or likely to be affected) by the action, omission or decision of the provider who is the subject of the complaint, or
• A representative of either of these, under certain conditions following the steps below.

The Manager or Nurse-in-charge must record all complaints in the Complaints Register.

• The manager will endeavour to resolve a complaint at an early stage if appropriate
• Advise the Nurse-in-charge or the Manager of the nature of your concerns. This may be done verbally, in writing or via email to contact@elmscarecentre.co.uk
• The Manager will acknowledge receipt of your concern / complaint in writing within 5 working days.
• The Manager will investigate the complaint in order to find a resolution as soon as reasonably practicable up to 14 days.
• The Manager will respond to you with the agreed resolution.
• In agreement with the complainant, the time limit for resolution may be extended for a further 14 days should this become necessary.
• If a complainant is dissatisfied with the outcome of a complaint investigation or the way in which it has been dealt with, then proceed to the next stage.

Complaints requiring formal consideration will be dealt with either by the Registered Provider or a Designated Person, independent to the management of the care home.

Address your complaint in writing to the Registered Provider / Designated Person

• U.B. Kalangi

• The Elms Care Centre

• 108 Grenfell Avenue Saltash

• Cornwall

• PL12 4JE

The Designated Person will acknowledge receipt of your complaint in writing within 5 working days and will undertake a thorough investigation of the issues raised in the complaint.

The Designated Person will respond in writing to the complainant, summarising the nature of the complaint, conclusions and any action taken as a result.

The Designated Person will send a copy of the written response to the CQC and any relevant authority involved in the resident’s placement at The Elms Care Centre, if necessary.

The Designated Person will endeavour to resolve a complaint dealt with by way of formal consideration as soon as reasonably practicable, up to 35 days of receiving the written complaint.

• In agreement with the complainant, the time limit for resolution may be extended further should this become necessary.
• In the event of a complaint not being fully resolved within the timescale of 35 days, the CQC will be notified in writing giving the reasons for the delay, if necessary.
• The authority responsible for the registration and inspection of The Elms Care Centre is:

Care Quality Commission

South West Region

Citygate Gallowgate

Newcastle on Tyne NE1 4PA

If a complaint involves the Registered Manager or the Registered Person then please write in the first instance, marking the envelope “Private and Confidential” to:

U.B. Kalangi

The Elms Care Centre 108 Grenfell Avenue Saltash

Cornwall PL12 4JE

Alternatively you may contact CQC directly https://www.cqc.org.uk/contact-us

Complainants also have a right to refer their complaint to the Local Government & Social Care Ombudsman if they are unhappy with the outcome of our investigation by telephoning

0300 061 0614

The Registered Person will advise the complainant, if a complaint requires special consideration in line with new regulatory requirements.

This policy is available on request in other languages and formats.