Complaints that cannot be resolved informally may need to be referred to the nursing home’s nominated Complaints Officer for investigation and action where appropriate. More serious and complex issues may move immediately to formal complaint. As a service user, if you are not happy with the outcome of your informal complaint, you can request a formal investigation of your complaint.
A nominated complaints officer for the nursing home will be appointed to investigate your complaint.
Following a full investigation about the complaint, the complaints officer will either uphold the complaint or not, and present the reasons for that decision, any improvements recommended and any details of the review process in a written response.
Timeframe: On conclusion of the investigation, a written response must be provided by the nursing home as soon as possible and in any case no later than 30 working days after receipt of the complaint.
In the event that the 30 working day timeframe cannot be complied with, you must be provided with a written response informing you when you will receive a response and the reason for the delay.