Our Complaints Process
All care and support provided to our residents is undertaken with their dignity and wellbeing seen as central to the success of care provision. We aim to eliminate the loneliness, helplessness and boredom experienced by so many elderly people in today’s busy world.
A key part of achieving this is to ensure that all residents, relatives and stakeholders have the opportunity to raise concerns or complaints and have them dealt with in an open and transparent way.
Greensleeves Care works on the principle that if anyone wishes to make a complaint they should find it easy to do so. We look upon complaints as an opportunity to learn, adapt, improve and provide better services.
We aim to deal with complaints promptly, fairly and sensitively with due regard for the upset and worry that they can cause to residents and those against whom the complaint has been made.
If you are dissatisfied with any part of our service, please talk to us. We welcome the opportunity to fix anything you feel is not right.
We encourage addressing complaints at local level. By discussing your concern with the local care team or Home Manager, issues can usually be resolved swiftly. If this is not appropriate or you wish to lodge the complaint centrally, this can be done by emailing complaints@greensleeves.org.uk
We take all complaints we receive seriously and do our best to sort them out as soon as possible. We aim to address your concerns considerately, quickly and as effectively as possible. When we look at your complaint, we will aim to:
- find out what happened
- identify what went wrong
- ensure you receive an apology when one is due
- identify what we can do to avoid similar issues in future
The complaints process follows three stages, and we find the majority can be resolved during the first stage.
Stage One: Local Resolution
All complaints will initially be managed at a local level by the home’s management team, if appropriate. Complaints do not have to be received in writing, they can be verbal or written. Written complaints can be received via letter, email, etc. No complaint should be ignored regardless of how it is received.
When a complaint is being dealt with by the local home, on receipt of the complaint an acknowledgement letter will be sent to the complainant within 5 working days of the complaint being received.
An investigation will then be completed involving where appropriate, staff, residents and third parties. The investigation will be completed by an appropriate member of the home’s management team. The investigating person will inform both the Divisional Director and the Director of Quality and Compliance of the complaint and action being taken.
On completion of the investigation, a full explanation to the complainant will be given in writing and a meeting to discuss the outcome will be offered as part of the response. The process of investigation and response will be completed within 25 working days of the complaint being received. Where this is not possible, e.g. staff sickness or other unavoidable delays, a letter must be sent to the complainant explaining the delay and the likely timeframe for a response.
Many complaints are resolved much quicker. It may be helpful for you to meet with the Home Manager and the team to discuss your concerns. 25 working days is the timeframe for you to receive a formal written response.
If the complainant remains dissatisfied with the outcome of the complaint they must be supported by the investigating person to escalate the complaint to a stage two complaint review.
Stage Two: Internal Review
Greensleeves Care recognises that if a complaint is still not resolved at a local level, the complainant has the right for a review. At this point the complaint will be referred to the Divisional Director for the relevant division. The Divisional Director will identify an appropriate member of their team to undertake a full review of the concerns raised, the completed investigation and outcome provided. The Divisional Director will notify the Director of Quality and Compliance of the escalation of the complaint.
On receipt of the request for a review, an acknowledgement will be sent to the complainant within 5 working days. Wherever possible the review will be completed within 25 working days and where any delays are noted a holding letter will be provided with anticipated time frames clearly set out. All responses to the review will be in writing and a meeting with the investigation person will be offered.
Stage Three: External Ombudsman
Once your complaint has been dealt with through stage 1 and stage 2 of Greensleeves Care’s process, if you are not satisfied with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for the complaint to be reviewed. The LGO provides a free, independent service.
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
0300 061 0614
Please note: The complaints process does not cover Greensleeves Care employees wishing to raise a grievance regarding their employment. If you are a Greensleeves Care employee and would like to raise a concern regarding your employment please contact the HR team.
