Grievance Procedure

There may be times when a resident feels that he or she needs to make representations or complaints about some aspect of treatment or care that they or any other resident receives. In those circumstances the resident must initially report the matter to the Care Assistant.

Thereafter the next person in authority is the Senior Care Assistant, then the Deputy Care Manager, on to the Care Manager and finally the Proprietor.

The Proprietor is responsible to The Commission for Social Care Inspection, and any complaint not dealt with to the satisfaction of the resident should be directed to: -

Commission for Social Care Inspection.

Dyson Court.

Staffordshire Technology Park.

Beaconside.

Stafford.

ST13 0 ES

01785 270930

All complaints will be dealt with within 28 days and a written letter of findings and conclusion will be sent to all parties.

ENQUIRIES

You may contact Miss Jane Mansell – Care Manager at Hillesden House, and make arrangements to visit us at your own convenience, or spend a day with us so that you can experience the care and services we provide on a first hand basis.

Thank-you for considering Hillesden House in you selection process.