Complaints Procedure
Seaford Care believes that if a service user or other person connected with the home wishes to make a complaint or register a concern, they should find it easy to do so. It is the home’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve, and provide better services. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users and their relatives and carers are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is not part of the home’s disciplinary policy.
The home believes that failure to listen to or acknowledge complaints will lead to an aggravation of problems, service user dissatisfaction and possible litigation. The home supports the principle that most complaints, if dealt with early, openly, and honestly, can be sorted at a local level between the complainant and the home. If this fails due to either the home or the complainant being dissatisfied with the result the complaint will be referred to the Care Quality Commission and legal advice will be taken, as necessary.
We will investigate any complaint received within 28 days and will provide the complainant will be informed of any action taken.
Seaford Care’s complaints procedure complies fully with the current legislation and regulations.
Receiving Complaints
Anyone wishing to make a complaint may do so in person or by telephone, in writing or electronically. When a complaint is made in person or on the telephone, the person receiving the complaint must
- Make a written copy of the complaint
- Provide a copy of the written record within three working days
Contact details for complainants are as follows;
Care Home Manager
Seaford Care
Seaford Head Retirement Home,
107 Steyne Road
Seaford,
East Sussex,
BN25 1AS
Phone 01323 490851
Email seafordcare1@gmail.com
Written complaints must be acknowledged within three working days; this can be done verbally, face to face with the resident/relative involved, via a phone call from the home manager, or in writing.
Safeguarding
In the event of the complaint involving alleged abuse or a suspicion that abuse has occurred, the home will refer the matter immediately to the Local Safeguarding Board manager. Usually the board will call a strategy meeting to decide on the actions to be taken next. This could entail an assessment of the allegation by a member of the Safeguarding Authority team.