Complaints policy
Symonds house is committed to providing high-quality services and is constantly seeking ways to improve that quality.
Your comments, compliments, suggestions or complaints are always welcome in this home and we take pride in responding to them quickly, effectively and honestly.
All comments, compliments, suggestions or complaints should be made to the Home Manager, Lynda Whittle.
Complaints will be treated seriously and dealt with as soon as possible.
Verbal complaints will be responded to immediately. All comments will be carefully considered and responded to on an individual basis.
Written complaints will be responded to by an acknowledgement letter within two days. The home will then investigate the complaint and send the complainant a letter outlining the result within 28 days. If the matter is complex and cannot be resolved within 28 days it will be referred on to the National Care Standards Commission.
Service users may complain directly to the National Standards commission. Their contact details are below.
We view complaints as an opportunity to identify anything that is going wrong in our organisation and to make it right. You can help us by keeping a look out for any problems and letting us know about them as soon as possible. Your comments and suggestions for improvements are always welcome.
National Care Standards Commission
Mortlock House
Station Road
Histon
Cambridgeshire
CB4 9NP
O1223 266120
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