Complaints, Feedback and Whistleblowing

Feedback

We are very keen to receive your feedback and comments. Comments and feedback enable us to continuously improve our service. We value both positive and negative comments.

We are committed to providing good quality personalised services but sometimes things may go wrong or you are not satisfied.

For example:

  • We have done something wrong
  • We haven’t done something we should have done
  • We have not treated you in a caring, professional manner

Our promise:

  • We will take all complaints seriously
  • We will investigate them thoroughly
  • We will inform the complainant about the outcome of our investigations.
  • If we have made a mistake we will put it right
  • We will keep a record of your complaint

Complaints Proceedure

If a resident, relative or visitor feels that there is cause for complaint, this should be discussed with the Person in Charge. If the matter is unresolved ask for the complaint to be passed on to a Director.

Age UK is always available to support and give advice. They provide an advocacy service and have considerable experience and knowledge of the rights and needs of the elderly.

Somerset Direct have considerable experience and will be able to provide links to the right people.

See Useful Contacts section for contact details.

Monitoring and Quality

Within Chelston Park, there are various systems, which ensure that close monitoring is maintained on all of the Home’s services and procedures.

An important part of Chelston Park’s quality programme is to involve residents and their relatives or representatives.

To ask regularly for their comments on the Home, the staff and services provided.

We publish and circulate the results of surveys & the actions carried out.

Inspection Reports

Chelston Park is inspected by the Care Quality Commission (CQC). The latest inspection report is available at Chelston Park and on the CQC website.

CQC regulates and inspects care services, see Useful Contacts section for contact details and link on our home page which will give you online access to our inspection reports.

Customer Satisfaction Survey

A customer Satisfaction survey is sent out regularly to Residents, Doctors, Relatives, Representative’s, Social Workers and other care professionals who work with Chelston Park.

The survey is tailored to each individual audience in order to best reflect their experience. The survey looks at staff issues, residents, catering, entertainment, domestic support and cleaning, administration, communication and general satisfaction with the service.

Whistleblowing

Our full wistleblower policy is available for easy access to all staff.

Staff have a duty to raise concerns about the harm or the risk of harm, to residents, colleagues or the general public. Chelston Park promotes open, transparent cultures, which encourage staff to act on and report any concerns about practices that fall below acceptable standards and any member of staff who witnesses or suspects abuse by another member of staff should report the matter without delay to their supervisor or manager. The manager will accept responsibility for the actions that follow and will assure the whistleblower that they have acted correctly. Any such reports will be treated confidentially unless there are overriding—eg legal reasons—for disclosing their identity.

If the staff member does not feel confident or able to report in the first instance to the manager the “whistleblower” might need to take their concerns to a more senior manager or the registered person. If you would prefer to remain anonymous, you can use either of the ‘suggestion’ boxes: in Chelston Gardens this is located by the clocking in machine; in Chelston Park it is by the stairs to the HR office.

We also have an anonymous answerphone dedicated to whistleblowing: 07514669754 Or you can use the anonymous contact form below.

Of course, any staff member who thinks that their concerns are not being or might not be properly responded to or addressed, should report their concerns to an outside authority. This could be the police, the Somerset Safeguarding Adults Authority or the CQC.

Again, Chelston Park will not penalise or victimise any staff member who responsibly reports their concerns in any of these ways.

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