How do I make a complaint?

At Liaise Loddon, we aim to provide high quality services. However, sometimes things may go wrong and we aim to learn from these experiences. The following procedure should be followed when concerns are raised about any aspect of our service. Please note that that this procedure is intended to cover concerns that are not satisfactorily managed as part of daily life within the home – it does not cover day-to-day problem solving.

Complaint origin

Complaints may originate from service users, their family/relatives, either directly or through the Registration Authority, and from Liaise Loddon’s own co-workers, visitors, visiting consultants or neighbours. Complaints may be received verbally or in writing.

Complaints process

Each instance of complaint must be reported/routed to a Director, preferably the Director of Care, for any matters arising within the homes. On receipt of the complaint, the Director will inform the other board members of the complaint and the proposed course of action. Every effort will be made to resolve the complaint and to provide a full written response to the complainant within 28 days.

Referring a complaint to CQC

If the Directors are unable to satisfactorily resolve the complaint within 28 days, the complainant has the right to refer the complaint to the CQC (Care Quality Commission). For more information on their complaint process, please refer to www.cqc.org.uk.

Resolution and recording

Records will include all written complaints received, and copies of all statements from relevant parties. Complaints will be reviewed by the Managing Director on a regular basis, for apparent adverse trends in service quality, as part of the review of the Management System.

Working in partnership

Liaise Loddon would like to assure all co-workers, service users and their families that filing a complaint in good faith will not affect their partnership with us.