ILKLEY CARE ASSSOCIATES LTD _ COMPLAINTS PROCEDURE
We always aim to provide a high standard of care in all our services.
Our residents’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know. If a complaint alerts us to possible abuse or neglect, we will tell the Local Authority’s Adult Safeguarding Team. The Safeguarding Team will decide how to investigate and monitor outcomes.
You can complain to:
Rosina Parkinson, Provider & Registered Manager,
Riverview Nursing Home, Stourton Road, Ilkley, West Yorkshire LS29 9BG Tel: 01943 602352 or email: rosina.parkinson@ilkleycareassociates.com
We will formally acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
At any stage during the process, if you are not happy with the way Riverview Nursing Home is dealing with your complaint you can contact the Deputy and Compliance Manager, Tracey Shaw at: Riverview Nursing Home, Stourton Road, Ilkley, West Yorkshire LS29 9BG Tel: 01943 602352 or email: admin@ilkleycareassociates.com
You can also contact your Local Authority Complaints Team to complain. You can contact the Local Authority Complaints Team at: Bradford Council – Tel: 01274 431077
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed. You can contact them at: The Local Government and Social Care Ombudsman PO Box 4771 Coventry CV4 0EH Tel: 0300 061 0614 or Email: advice@lgo.org.uk Website: https://www.lgo.org.uk/ Complaint form: https://www.lgo.org.uk/complaint-form
The services of Riverview Nursing Home are registered with, and regulated by, the Care Quality Commission. The CQC cannot get involved in individual complaints about providers but is happy to receive information about services at any time.