Step 1: Informal Complaint (Stage 1)
You can raise the issue with staff at the Nursing Home by phone or in person. The issue might be resolved without the need to make a formal, written complaint.
Step 2: Formal Complaint (Stage 2)
If you are unhappy with the response you receive after raising the issue, you can make a formal complaint.
You can do this by writing a letter or an email to your Nursing Home. You can also check if the Nursing Home has an online complaints process.
Time frame: 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 should receive a written response informing you when you will receive a response and a reason for the delay.
Step 3: What to Include in your Complaint
In your written complaint, include the following information:
- your name;
- phone number;
- email address;
- name of the Nursing Home;
- who was involved;
- dates and times of the experience;
- an accurate description of what happened;
- what you want to happen now;
- and you can attach any relevant documentation.
Step 4: Where to Send Your Complaint
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.
Step 5: Internal Review of Complaint (Stage 3)
If you are unhappy with the decision you receive, you can ask your Nursing Home to appoint a review officer, who is different to the person who carried out the original investigation, to review the decision.
Timeframe: The review officer will present the findings of the review in a written response, as soon as possible and in any case no later than 20 days after receipt of your request. In the event that the 20 working day timeframe cannot be complied with, you should receive a written response informing you when you will receive a response and a reason for the delay.
Step 6: External Review of Complaint (Stage 4)
If you want an external organisation to look at how your complaint has been handled, you can contact the Ombudsman or other regulatory organisations to consider your complaint.