Oakhaven Residential Care Home Complaints Procedure

We at Oakhaven Residential Care Home strive to ensure that residents are content in their daily lives and seek to resolve all problems promptly and, wherever possible, to the satisfaction of you or those acting on your behalf. However, we appreciate circumstances may arise that require a different approach. When this happens, we seek to address problems and try to solve them in accordance with a formal complaints policy.

Should you or those acting on your behalf have a complaint, it may be first raised with any member of staff who will put you in touch with the senior member of staff on duty. You may wish to be accompanied by a relative, friend or representative. We will ask you to put your complaint or comment in writing, and if requested to do so, we will support you or suggest where you can get help with doing this. We will ensure that any complaint is investigated and, so far as reasonably practicable, resolved to your satisfaction or the person acting on your behalf. We will investigate the matter and endeavor to respond to your complaint, constructively, as quickly as possible and within 28 days. We will take appropriate steps to coordinate a response to a complaint where that complaint relates to your care provided in circumstances where the provision of your care has been shared with, or transferred to, others. If for some reason our final reply does not satisfy you, you may approach The Local Government Ombudsman. You can contact them at:

The Local Government and Social Care Ombudsman
53-55 Butts Road
Coventry
CV1 3BH

Telephone: 0300 061 0614
web: www.lgo.org.uk

However, if you are not satisfied with our final response to your complaint and Gloucestershire County Council funds your care or assisted you in finding a care home, you can contact your social worker or take your complaint to Gloucestershire County Council Social Services and follow their complaints procedure. Their contact details are:

Customer Services Team
Gloucestershire County Council
Shire Hall
Westgate Street
Gloucester
GL1 2TG

Telephone: 01452 426539
Email: customerservices@gloucestershire.gov.uk

If you are not satisfied with our final response to your complaint and you were either assisted in finding a care home or your care is funded by a Local Government other than Gloucestershire County Council, you can contact that Local Government and follow their complaints procedure. We can help you to identify which is the relevant Local Government and provide you with their contact details. If you know the relevant Local Government, you can find their address at www.gov.uk.

If a your care is funded by a Local Government or a Local Government assisted you in finding a care home and you are not satisfied with the final responses from both us and Social Services, you may then complain to the Local Government Ombudsman whose contact details are above.

All complaints made to us, the Local Government Ombudsman or Social Services will be treated in the strictest confidence.

Should you or the person acting on your behalf require help in making your complaint, either we can help you or you can contact:
Healthwatch Gloucestershire on 0800 652 5193 or 01452 504989 at 13 Wheatstone Court, Davy Way, Waterwells Business Park, Quedgley, Gloucester GL2 2AQ or visit www.healthwatchgloucestershire.co.uk
Age UK on 0800 077 8751 or visit www.ageuk.org.uk
Independent Age on 000 319 6789 or visit www.independentage.org
Citizens Advice on 0808 189 6280 at Municipal Offices, Promenade, Cheltenham GL50 9SA or visit www.citizensadvice.org.uk

Healthwatch Gloucestershire would like to hear about anyone’s experiences of care and healthcare, both good and bad. Their contact details are above.

The Care Quality Commission would like to hear about anyone’s experience of care and healthcare, both good and bad, and may be contacted at their offices whose contact details are below.

CARE QUALITY COMMISSION

This is a national body which regulates the conduct of care and health facilities in England. There are a number of Regional Offices from which Care Quality Commission staff carry out their duties.
The local Care Quality Commission offices are located and may be contacted at:

CQC Southwest Region
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Telephone: 03000 616161
Email: enquiries@cqc.org.uk
Webform: www.cqc.org.uk/contact-us

Other relevant details:-

NHS Gloucestershire
Shire Hall
Westgate Street
Gloucester
GL1 2TG
Telephone: 01452 943323
Email: glicb.enquiries@nhs.net