Complaints Procedure

Whistleblowing

The Whistleblowing procedure should be instigated in the following instances:An official procedure is in place in the home as required by CQC. Forms for this purpose can be found in the reception area and in the lounge. Most complaints can be addressed and resolve quickly and effectively by the Registered Manager; more serious issues may be addressed, confidentially to:

The Care Quality Commission
CQC West Midlands
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 03000 616161
Email: enquiries@cqc.org.uk


Forms may also be obtained from the duty care manager, alternatively telephone 08450 150 120.


The Whistleblowing procedure should be instigated in the following instances:

  • Suspected Malpractice or ill treatment of a Resident by care staff, auxiliary staff, a relative or another resident
  • A criminal offence has been or is likely to be committed
  • Suspected fraud
  • Disregard for legislation and common practice in relation to Health and Safety Regulations
  • Property has been or is likely to be damaged


This list if not exhaustive.


If there is a case to answer, disciplinary rules will be followed and suspension of employment may be necessary until an investigation is complete.