Complaints

Residents and their representatives are encouraged to seek advice and information from staff members on matters that they genuinely do not understand. We actively encourage our Residents or their representatives to speak up if they are unhappy with any aspect of the service provided.

In the event of a complaint or concern with the care offered by Oatleigh Care Home, the complaint or concern should be discussed with the Registered Manager, who is available by appointment at the Home’s address or by telephone. The Manager will acknowledge your complaint within 4 days and respond to a complaint in writing within 28 days, with the aim to rectify the situation following investigation.

A complaint received verbally by the manager should be acknowledged immediately, recorded in the Complaints Register and action taken to resolve immediately.

Should a complaint be considered a serious untoward incident, it will be referred to the Manager immediately who will consider raising the issue and liaising with the relevant authorities. Accurate records of all complaints will be made and the Inspectors of the Registering Authority are informed of serious matters.

In the event that you feel your complaint has not been resolved satisfactorily or you wish to contact the Home’s Inspection unit at any time regarding the care being provided, you may contact them at:

Care Quality Commission, London
Citygate
Gallowgate
Newcastle-upon-tyne
NE1 4PA