All complaints and concerns regarding care or service for the Trust are taken seriously and will be investigated. The Manager remains responsible for the investigation and management of complaints within Holbeach & East Elloe Hospital Trust. However, this may be delegated to a senior member of staff within Holbeach & East Elloe Hospital Trust who holds the experience, knowledge and competence to investigate and manage complaints.
Should any person have cause for complaint or concern, they should in the first instance speak to the Registered Manager, either in person, in writing or by email.
Your complaint will be acknowledged within 3 business days. The Trust shall investigate your complaint and seek to resolve it within 28 days of being received. In some cases, this process may take longer than this timeframe and the Trust will endeavour to keep you updated on progress throughout our investigation.
If you are dissatisfied with the response, or you feel that your complaint has not been dealt with to your satisfaction, or you wish to complain about the Registered Manager, then you can also write to the Chair of Trustees c/o the hospital. Any correspondence will be forwarded to them, or alternatively you may contact by email. The Trustees’ email addresses are located on the trustee photo board in reception.
If after this process you remain unsatisfied with the outcome, you may refer your complaint to:
Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614 or 0845 602 1983
Fax: 024 7682 0001
Email:
Website: www.lgo.org.uk
You can also contact the Adult Care Department within Lincolnshire County Council Social Services Department by telephoning Customer Services on 01522 782155
The regulatory body for inspecting Care Homes is:
Care Quality Commission (CQC)
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Telephone: 0300 061 6161
Vexatious Complaints Policy
We are pleased to hear from people when its services are appreciated, but we also want to know when things go wrong. We are committed to dealing with complaints fairly and impartially and to providing a high-quality service to those who make them.
However, a very small minority of people make complaints that are vexatious, in that they persist unreasonably with their complaints, or make complaints in order to make life difficult for the staff working at our care home rather than genuinely to resolve a grievance. In this instance, we will refer to our Vexatious Complaints Policy:
