Hi Sheila, can you help me if a resident was not happy about any aspect of their care how would you support them? What is the complaints procedure?

Answered by Sheila Scott

Dear L,

Thank you for your question.

You do not say if you are a member of staff or a relative or friend of the resident.

Either way you should discuss the resident’s care in the first instance with the Registered Manager.

The challenges are of course that the care may be prescribed by a Doctor and the Registered Manager will need to take the matter to the Doctor.

So that is one route but additionally the care home will have a policy for dealing with complaints and the resident should have a copy of the policy.

Policies vary but the policy will set out what the stages that a resident can go through if they remain unhappy with their care.

Because I don’t know the exact nature of the resident’s concern it is difficult for me to go any further than this but if you would like to write to me again with further information about the resident’s concerns I will send you further advice.

With best wishes.

Sheila