Ask Sheila - Archive England

Sheila Scott OBE has now retired and therefore is no longer available to answer your social care questions. However, you might still find the answer you’ve been searching for down below.

20th December 2018

If a resident was not happy about any aspect of their care how would you support them?

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?


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.



*All information is correct at the time of publishing.

About Sheila

Sheila Scott OBE has now retired and over the years , prior to her retirement she has answered thousands of your social questions. You can still access the many questions below.

For Sheila Scott OBE as the former CEO of National Care Association (NCA), care is Sheila's life. She possesses a strong command of the issues facing the care sector informed by her long career as a nursing professional, the owner and manager of a care business, and as a leader in the care sector.

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