STATEMENT OF PURPOSE

COMPLAINTS PROCEDURE

Kestrel Grove regards all complaints seriously however trivial.   All complaints from residents' relatives or visitors must be made to the Proprietor or Sister in charge.   Your complaint will be dealt with by that member of staff and will be resolved where possible.   Investigations will be thorough, impartial and where appropriate, take into account all the people involved.

Staff responding to any complaint either from a Service User, Relative or themselves must inform the person in charge and or the Care Manager as soon as possible.

A record is kept of all complaints made and includes details of investigation and any action taken.   This record is kept in the Nursing Office.   All complaints are dealt with promptly and effectively within a maximum of 28 days.

If a complaint remains unresolved,   then it may be passed on to the Registration and Inspection Team who will follow there own complaints procedure.   They can be contacted at:

Commission for Social Care Inspectorate

Harrow Area Office
Aspect Gate
166 College Road
Harrow
Middlesex
HA1 1BH