Residents rights

We actively encourage an ‘open door’ culture where concerns/worries or complaints can be disclosed and discussed without fear. To facilitate this culture a number of avenues are available to raise concerns, for example, we have an adverse incident reporting system which can be utilised by the residents, their relative, visitor, representatives and staff member. Concerns, suggestions or complaints can be raised through this mechanism. We also house a suggestion/complaints box in each reception area across each location if people wish to remain anonymous.

In addition, a full complaints procedure is available within the home, detailing how to make a complaint and setting out the process that will be followed when a complaint is made. This can be found in the ‘service user’s guide’, staff handbook and in the reception area.

Details on how to make a complaint to the Care Quality Commission (CQC) giving address and telephone numbers are clearly displayed within the home and are included in the terms and conditions of residence.

Safeguarding:
Government and local guidance about safeguarding people from abuse is accessible to all our staff and are trained to safeguard anyone who uses our service.

There is a flow chart accessible to all staff including relevant contact details about in-house and local safeguarding procedures.

This includes the procedure they might expect to happen when a referral is made under local safeguarding procedures. We will maintain they be kept up to date with any progress and offered outside access to supportive agencies. Residents that use our service can be confident that we will respect each individual’s human rights, and because of the sensitive nature of dealing with multi-agency procedures confidentiality will be a priority.