Our aim is to provide the highest standards of
care and service to our residents. To ensure that the service we provide
matches your needs and expectations, we welcome any comments you may
care to make.
We recognise that there may be times when we fail
to match our and your expectations. If this happens, we will try to
resolve any concerns you may have as soon as possible.
Often people feel happier about making a suggestion
for improvement rather than entering in to a more formal complaint.
Anyone receiving services and their friends and family may make a
suggestion at any time. In the first instance you should speak to
the registered manager or assistant manager. However, we also have
a Comments/Suggestion box that you can use if you wish. This can be
found in the reception area. Comments/suggestions can be left anonymously.
Any action required will be communicated to you if you provide your
The Airedale Nursing Home Ltd assures you that
residents and their families will not have their services withdrawn/reduced
for making a complaint in good faith. However, if you wish to make
a complaint at any time, the following outlines the action you should
take and how we will respond. A complaint may be made orally, in writing
or by email to the managers
- If possible please discuss the problem with the manager -
who will do their best to resolve
the problem immediately. In their absence, please approach the
senior staff member on duty, or put your complaint in writing
The Airedale Nursing Home Ltd
44 Park Avenue
or e-mail to firstname.lastname@example.org
- The registered manager will look at each complaint, and will
identify an appropriate person to investigate.
- If a complaint is made verbally then a written record will be
made, and a copy of the written record will be sent to you by
letter or e-mail within 3 days.
- All complaints will be acknowledged within 3 working days and
you will be given the name of the person investigating the issues
- All complaints will be investigated by a person with sufficient
seniority to resolve the issues and you will be kept informed
as far as reasonably practicable, with regards to the progress
of the investigation.
- The expected time for complaints to be dealt with will be 28
days. We aim to conclude all complaints within 6 months unless
a different deadline is agreed during the 6 months for a reason.
- If we uphold your complaint, we will tell you what action we
are taking to put matters right and to ensure as far as possible
similar issues do not re-occur.
- A complaint will not be considered if it is made later than
12 months after -
The time limit will not apply if The Airedale Nursing Home Ltd
are satisfied that
- The date on which the event occurred
- If later, the date on which the event came to the notice
of the complainant.
- The complainant had good reasons for not making the complaint
within that time limit.
- Despite the delay, it is still possible to investigate the
complaint effectively and fairly.
- Should any matter raised suggest possible abuse or neglect may
have occurred, we will immediately refer the matter to social
services, who have a legal responsibility to act as the lead agency
in investigations relating to suspicions of abuse under the Safeguarding
of Vulnerable Adults procedures.
- The Airedale Nursing Home Ltd may invoke their Staff disciplinary
procedures where a complaint indicates that our Staff may have
been directly at fault. The registered manager or deputy manager
is available if you require assistance with the understanding
of the complaints procedure or any advice on where you may find
further information. For further advice or support you can also
contact: Age UK Information & Advice on free-phone: 0800 169 6565.
on Elder Abuse:
0808 808 8141 provides a national, free-phone
helpline for anyone concerned in any way about the abuse of older
people, whether in their own homes, sheltered housing, care homes
and hospitals. Their lines are open