Here at Charnley House we pride ourselves on providing a high quality, caring service. However being human we appreciate that there may be things we could do better. Or if we’ve done something really well and you’d like to congratulate us on it, we’d be happy to speak to you and learn how we can improve our service.
Either way we’d like to hear from you, if you feel you need to make a complaint please don’t hesitate, we’re happy to learn and improve things. We continually strive to improve what we do, our residents, their families and friends and our colleagues with GPs, the NHS and Social Services can also help with this.
It is our policy that all comments, suggestions and complaints are dealt with quickly and effectively. We recognise the right of all residents, relatives, representatives and members of staff to inform us of any problems or complaints they may have.
Our general policy is based on the requirements of The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
Charnley House is committed to providing quality care. If you have any compliments, comments, complaints or cause for concern which you feel the management of Charnley House should know about, which could perhaps improve our services for you or your relative, please contact the Manager or Home Owner. We will do all we can to resolve the matter and respond to your comments within 28 days in writing. We hope that all complaints will be resolved at this staff and that you are happy with the response. Should any remain dissatisfied you have the right to contact either the contacts detailed below who will assist you in taking your complaint further.
Complaints should be made within 12 months of the incident happening or of the person becoming aware of the incident, and should be addressed to provider of the service.
In the case of you being dissatisfied with the service being received and for whatever reason you do not feel comfortable approaching Charnley House directly, you can contact the offices (as detailed below) who will assist you.
CQC North West
Newcastle-upon-Tyne NE1 4PA