Visitors

1. All complaints should be first made to the Senior Care Assistant on duty at the time and noted in the Complaints book. The senior member and Care Manager should then deal with the complaint as to what action has been taken.
2. If they are dissatisfied with the result, it should then be raised with the Care Manager or Provider.
3. If not satisfied with the result, it should be referred to the Care Quality Commission, the Local Government Ombudsman or Waltham Forest Commissioning & Contracts Officer.

 

Staff

1. Staff must first make a complaint to the Care Manager/Provider.
2. There are no reprieves for stealing or ill treatment of a resident. This will result in instant dismissal.
3. Staffs are advised not to accept gifts from residents, but if they are forced into doing so, they must first inform the Care Manager/Provider.
4. Staff must not act as witness to resident’s wills.

 

Relatives/ Advocates

1. Make an appointment to see the Care Manager.
2. Depending on the severity of the complaint, an appointment may also be made to see the Provider.
3. If you remain dissatisfied with the final response and outcome of your complaint or the way your complaint have handled the matter, relatives have a right to take your complaint to:

 

Care Quality Commission

Citygate, Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 0300 061 6161
Fax: 03000 61 61 71
Email:enquiries.london@cqc.org.uk
Website: www.cqc.org.uk

 

Local Government Ombudsman

PO Box 4771, Coventry, CV4 0EH
Tel: 0300 061 0614
Fax: 024 7682 0001
E-mail: advice@lgo.org.uk
Web: www.lgo.org.uk

 

Waltham Forest Commissioning & Contracts Officer

Waltham Forest Town Hall,
Forest Road, Walthamstow, E17 4JF
Tel: 0208 4963304
Email: debbie.richards@walthamforest.gov.uk