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Making a Complaint

We welcome all feedback on our services and act quickly when any matter is brought to our attention.

Complaints can arise from a number of situations and are often due to misunderstandings. These can often be viewed as negative, but it is Clevearc’s policy to view these as part of the feedback process on the organisations performance and be utilised to promote a culture of continuous improvement.

General Guidelines for making a complaint - Kirkdale/Allison House

Whenever possible any complaint should be dealt with immediately by the person in charge of the unit. The person receiving the initial complaint should refer the details on to the person in charge immediately.

All complaints, no matter how trivial they may seem, should be recorded on an incident/complaint form, this should include verbal complaints.

The information gathered should include:

The nature of the complaint.
> The name, address and telephone number of the complainant.
> The status of the complaint.
> The action taken to investigate the complaint.
> The outcome of the investigation.
> Any action taken to remedy the situation and to prevent a recurrence.

A written response should be considered, to inform the complainant of any outcome or action taken as a result of their complaint.

If the complainant is dissatisfied with the Nurse in charges initial response, then the Care Home Manager or the Deputy Care Home Manager should be informed and the complaint will be investigated usually within 5 working days. If the complainant is still dissatisfied after the Care Home Managers response then they should be advised orally that they need to make a written complaint to the Chief Executive, who will instigate a further investigation usually within 5 working days. If the complainant is still dissatisfied the Chief Executive will orally inform the complainant of their right to have the complaint investigated by the Chairman of the Trustees, again this will usually be within 5 working days.

The full contact details are as follows:

Gayle Tweed, Chief Executive or Alan Kitching Chairman of the Trustees
Cleveland Alzheimers Residential Centre Ltd
Kirkdale
Radcliffe Crescent
Thornaby
Stockton-on-Tees
TS17 6BS

If the complainant still remains dissatisfied then they should be advised orally of their right to refer the complaint to Margaret Madden, Customer Services Manager at Stockton Borough Council.

The full contact details are as follows:

Margaret Madden
Customer Services Manager
Stockton Borough Council Customer Care
Ideal House
Allens Way
Thornaby
Stockton-on-Tees
TS17 9HA
Tel No. 01642 527521

All complaint records will be made available to the Care Quality Commission and Stockton Borough Council, on request. 

Where a complaint is made as a result of a suspected theft, the Nurse in charge should try to establish that items have not been mislaid. They should then inform the Care Home Manager, Deputy Care Home Manager or the person on call, who will then make the decision about whether the police should be informed.

Complaints are monitored on a monthly basis by the Senior Staff Team. If necessary they are referred to the PAL Management Group for further action.

Any complaints will be presented to the PAL Management Group on a monthly basis along with similar summary of complimentary letter and cards etc.

 

General Guidelines for making a complaint - Guisborough Day Centre

 

Whenever possible any complaint should be dealt with immediately by the person in charge of the unit. The person receiving the initial complaint should refer the details on to the person in charge immediately.

 

All complaints, no matter how trivial they may seem, should be recorded on an incident/complaint form, this should include verbal complaints.

 

The information gathered should include:

 

The nature of the complaint.
> The name, address and telephone number of the complainant.
> The status of the complaint.
> The action taken to investigate the complaint.
> The outcome of the investigation.
> Any action taken to remedy the situation and to prevent a recurrence.

 

A written response should be considered, to inform the complainant of any outcome or action taken as a result of their complaint.

 

If the complainant is dissatisfied after the Day Centre Manager’s response then they should be advised orally that they need to make a written complaint to the Chief Executive, Gayle Tweed who will instigate a further investigation usually within 5 working days. If the complainant is still dissatisfied the Chief Executive will orally inform the complainant of their right to have the complaint investigated by the Chairman of the Trustees, Alan Kitching again this will usually be within 5 working days.

 

The full contact details are as follows:

 

Gayle Tweed, Chief Executive or Alan Kitching Chairman of the Trustees
Cleveland Alzheimers Residential Centre Ltd
Kirkdale
Radcliffe Crescent
Thornaby
Stockton-on-Tees
TS17 6BS

 

If the complainant still remains dissatisfied then they should be advised orally of their right to refer the complaint to Neil Blackett, Redcar & Cleveland Borough Council.

 

The full contact details are as follows:

 

Neil Blackett
Redcar & Cleveland Borough Council
Seafield House
Kirkleatham Street
Redcar
TS10 1SP
Tel: 01642 771528

 

All complaint records will be made available to Redcar & Cleveland Borough Council, on request.

 

Where a complaint is made as a result of a suspected theft, the Day Centre Manager should try to establish that items have not been mislaid. They should then inform the Chief Executive Officer, who will then make the decision about whether the police should be informed.

Complaints are monitored on a monthly basis by the Senior Staff Team. If necessary they are referred to the PAL Management Group for further action.

Any complaints will be presented to the PAL Management Group on a monthly basis along with similar summary of complimentary letter and cards etc.