Care for the elderly in Northumberland.

Complaints Procedure

Introduction

At the Charlotte Straker Project, we wish to provide the highest standard of care possible. Any concern you may have could point to a gap in this care or an issue with staff or our policies and procedures.

We will strive to address and resolve any concern and at the same time to learn and improve our processes and procedures where appropriate.

Step 1: Informal process

We encourage our residents or their representative to raise initial concerns with a staff member who may be able to address your concern directly and provide you with an early resolution.

Where you have been unable to resolve your enquiry informally or feel that due to the nature of your concern that this matter needs to be registered as a formal complaint then the next stage is:

Step 2: Formal process – involve the Registered Manager

Initial concerns in relation to Charlotte Straker Project should be raised with the Registered Manager of the home either by speaking directly to the Registered Manager or in writing.

We will acknowledge receipt of your correspondence within 5 working days.

The Registered Manager will investigate your complaint and will provide you with a full response within 28 working days. If for any reason we are not able to provide you with a full response within this timescale then you will be provided with a holding response advising of the delay and when you can expect to receive a full response.

While we understand that it may be difficult raising your concerns with the people directly involved in your care or those of your loved ones, please be reassured that they are the person best equipped to deal with your enquiry at this stage. The Registered Manager has a wide knowledge of the Charlotte Straker Project and personal knowledge of our residents and the staff employed. This means that they are best placed to investigate and are committed to resolving any concerns that you have.  However, if you still have concerns or you are dissatisfied with the outcome of your complaint (step 2) you may direct your complaint to Step 3.

Step 3: The Review step

If you are dissatisfied either with the outcome or with the way the investigation was carried out, then your complaint can be considered by the Review Panel. This panel includes the Chair of the Charlotte Straker Board of Trustees.

To move to the review step please inform the Registered Manager in writing that you wish to seek a review outlining the reasons for this. Please do so no more than 28 days from the date on which you were informed of the outcome at step 2. The Registered Manager will notify the Chair of Charlotte Straker Trustees who will notify the Review Panel. You can expect a full response within 28 working days – or should the Panel require more time to investigate and respond we will let you know, including the reasons for the delay.

Step 4: External review

If you continue to be dissatisfied with the outcome you can appeal to:

Local Government Ombudsman

29 Castlegate

York

YO1 1RN

Telephone No.  01904 663200