Complaints

Despite everything that we do to provide a secure environment, we know that service users may become dissatisfied from time to time. We will do the following:

  • Provide a simple, clear and accessible complaints procedure. All complaints, concerns or matters involving service user’s protection should be made firstly to the Registered Manager; Victoria Joy (registered in January 2013)

Then if they are unhappy with how the provider has managed their complaint can be made to:

Their local authority Devon County Council:

Address: County Hall, Topsham Rd, Exeter EX2 4QD

Phone: 0345 155 1007

If after that, they are still unhappy, complaints need to be made the Ombudsman.

The Local Government Ombudsman
P.O Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614

If however, abuse of any kind occurs, The Old Rectories and Care Quality Commissions’ safeguarding protocol is adhered to in the following ways:

Notify the Care Quality Commission under Regulation 18 – Notification of other incidents of The Care Quality Commission (Registration) Regulations 2009

At HSCA_notifications@cqc.org.uk

Notify the local safeguarding team:
Safeguarding Adults Team
The Annexe
County Hall
Topsham Road
Exeter
EX2 4QD
Safeguarding Alerts Team: 01392 382339

If however the home is unsure whether the incident is of an abusive nature the appropriate person (Victoria Joy Registered manager or Sue Mackay Administrator) would contact their local authority to discuss the matter further:

Devon County Council
Room 108
The Annexe
County Hall
Topsham Road
Exeter

http://www.devon.gov.uk/adult-protection.htm

In cases where staff do not feel that they can tell the Registered Manager, for whatever reason, they may raise the matter with the Director and Proprietor of home in writing or verbally.

  • If these channels have been followed, and staff still have concerns, or if they feel the matter is so serious that they cannot discuss it with any of the above post holders, then staff should contact their local authority or the Care Quality Commission inspector on the below details:

Eryl Davis
Compliance inspector (Devon)
South West
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Email: HSCA_notifications@cqc.org.uk