If you are unhappy with the care you have received, you can raise the issue with the Nursing Home by phone or in person. The issue might be resolved without the need to make a formal, written complaint.
However, if you are unhappy with the response you receive after raising the issue, you can make a formal complaint.
You can complain by doing one of the following:
- Post/Email: Send your letter or email to the nominated complaints officer within the Nursing Home. Your Nursing Home provider will be able to provide you with contact details for the complaints officer in your Nursing Home.
- Phone: Your Nursing Home provider will be able to provide you with their contact details.
- Online: Your Nursing Home provider will be able to advise whether they have an online complaints process. It is advised that you keep a copy of your online complaint.
A complaints officer in the Nursing Home will be nominated to investigate your complaint. The complaints officer will follow up 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.