Have you recently placed a loved one into care?
Many people are worried about raising concerns when they have placed a loved one into care, or have arranged a care package for home.
Good communication is the key to resolving any concerns, however if you feel you need to take further action, or are unhappy with the care being provided, then these are the steps you can take.
How to make a complaint to a care or nursing home
Local Authority Funding
Step 1 - Contact the care home manager
The first step in making a complaint is to contact the care home Manager directly with your complaint. There are different ways to do this, but the recommended method is to send a written letter or email detailing exactly what you are complaining about.
Step 2 - Contact the local authority
If the problem has been left unresolved by the home and Manager, then you can raise your complaint with the local authority that funds your relative's care.
Step 3 - Contact the Local Government and Social Care Ombudsman
After raising it with the local authority, if you are still unhappy with the outcome, you can contact the Local Government and Social Care Ombudsman
Self-funding
Step 1 - Contact the care home manager
If you are self-funding, the first step in making a complaint is still to contact the care home Manager directly with your complaint. There are different ways to do this, but the recommended method is to send a written letter or email detailing exactly what you are complaining about.
It is good to keep a record of when you have contacted the home and what was discussed.
Step 2 - Contact the Local Government and Social Care Ombudsman
If you are self-funding, the process is a little different. If, after contacting the care home manager, you are still unhappy, you should go directly to the Local Government and Social Care Ombudsman
How to make a complaint to a home care provider
Local Authority Funding
Step 1 - Contact the home care provider
Similarly, with home care, the first step would be to contact the home care provider to discuss your complaint by sending a written letter or an email detailing exactly what you are complaining about.
Step 2 - Contact the local authority
If, after speaking with the home care provider, you do not feel satisfied with the result, then you can raise your complaint with the local authority that the home care provider comes under.
Step 3 - Contact the Local Government and Social Care Ombudsman
After raising it with the local authority, if the complaint is still unresolved, you can raise your complaint with the Local Government and Social Care Ombudsman
Self-funding
Step 1 - Contact the home care provider
If you are self-funding home care, the first step would also be to contact the home care provider to discuss your complaint. This can be done by sending a written letter or an email detailing your complaint, as well as any previous discussions you have had.
Step 2 - Contact the Local Government and Social Care Ombudsman
If, after speaking with the home care provider, you do not are not happy with the outcome, your next step will be to raise your complaint with the Local Government and Social Care Ombudsman
Can I raise my complaint with the CQC?
You can inform the CQC that you are making a complaint; however, they will not individually investigate your case.
https://www.cqc.org.uk/contact-us/how-complain/complain-about-adult-social-care-service