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.

Once your complaint has been fully dealt with by Kestrel Grove, if you are not satisfied with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.

The LGO Advice Team can be contacted for information and advice, or to register your complaint:

T: 0300 061 0614
E: advice@lgo.org.uk
W: www.lgo.org.uk

The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.

Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at:

Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

T: 03000 616161   W: www.cqc.org.uk/contactus.cfm