You are here

Complaints

At Barchester Healthcare we value customer feedback and aim for all of our customers to feel confident when contacting us.  Your feedback is considered to be a positive learning experience and used by us to drive forward continuous improvement of our services.

Our complaints procedure

We encourage our customers to raise initial concerns with a staff member who may be in a position to address your concern directly and provide you with an early resolution.  

Where you have been unable to resolve your enquiry informally or feel that due to the nature of your concern that this matter needs to be logged as a formal complaint then the next stage is:

Stage 1: Local Resolution

Initial concerns in relation to our care homes should be raised with the General Manager of the home.  You will be sent an acknowledgment letter within 3 working days of receipt of your complaint which will advise you of who will be responding to your complaint and when you can expect to receive a response.

The General Manager will investigate your complaint and will provide you with a full response within 28 working days. If for any reason they are not able to provide you with a full response within this timescale then you will be provided with a holding response advising of the delay and when you can expect to receive a full response.

While we understand that it can be daunting to raise concerns with the people directly involved in your care or those of your loved ones, please be assured that they are the person best equipped to deal with your enquiry at this stage.  The General Managers have a comprehensive knowledge of the homes they manage and personal knowledge of the residents and the staff employed.  This means that they are best placed to investigate and committed to resolving any concerns that you have in a timely manner.  However if you still have concerns or you are dissatisfied with the outcome of your stage 1 complaint you may direct your complaint to Stage 2.

Stage 2: Regional Resolution

Please contact the Complaints Team detailing the reasons for your escalation and the outcome you are seeking, we will acknowledge your complaint within 3 working days and advise you of when you can expect to receive a response.  Our Complaints Team will arrange for a neutral member of staff to investigate the matter.  Where the matter concerns an incident or situation within a care home, the neutral person will be someone from another home or from the central team. You can expect a full response within 28 working days – or should we require more time to investigate and respond we will let you know, including the reasons for the delay.

Stage 3: Senior Review

Should you remain dissatisfied with the response to the regional resolution, you may seek further review.  This will be by a senior member of staff and will be administered by the Complaints Team.  Details of the procedure will be provided in response to the regional resolution.  We will respond to you in writing within 28 working days.

How to make a complaint

When making your complaint please tell us:

  • Who you are and how you would prefer us to contact you
  • What went wrong
  • When and where it happened
  • What you would like us to do to resolve your complaint

If your complaint relates to a particular care home, you can make your complaint to them directly, details for all our homes can be found using the care home search. If you prefer to send your complaint to our head office, complaints can be made: 

Your complaint will then be directed to the appropriate person for investigation.

Who can make a complaint?

We welcome complaints directly from all our residents, or from an advocate where they have provided their consent (verbally or in writing) for a complaint to be made on their behalf.

Where a resident is unable to complain without assistance and is unable to provide consent because they lack capacity as established within the Mental Capacity Act 2005, we are able to respond to the person with Lasting Power of Attorney or Deputyship for health & welfare if the complaint relates to care provision.  If the complaint relates to financial matters then they will also need to have the property and financial affairs component.

We are unable to provide responses with personal information to complaints from third parties without the above being in place due to Data Protection regulations.

In order to facilitate a robust investigation we would not normally investigate a complaint more than 12 months after:

  • The date the event occurred or, if later
  • The date the event came to the notice of the complainant

This time limit will not apply if Barchester Healthcare is satisfied that:

  • The complainant can give a good reason for not making the complaint within that time limit, and/or
  • Despite the delay, it is still possible to investigate the complaint effectively and fairly.
External Regulators

As a social care provider we are regulated by external agencies, if you have exhausted our complaints process and are still dissatisfied then you may refer your complaint to the:

Local Government Ombudsman (LGO) for England
PO Box 4771
Coventry, CV4 OEH
0300 061 0614
www.lgo.org.uk

Scottish Public Services Ombudsman (SPSO) for Scotland
Freepost SPSO
4 Melville Street, Edinburgh, EH3 7NS
0800 377 7330 or 0131 225 5300
www.spso.org.uk

Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed
CF35 5LJ
0300 790 0203
www.ombudsman-wales.org.uk

Health Information and Quality Authority (Southern Ireland)
Unit 1301 Citygate
Mahon
Cork
T12 Y2XT
021 240 9300
Info@hiqa.ie
www.hiqa.ie

Professional and Care Regulation (Jersey)
Maison Le Pape
The Parade
St Helier
JE2 3PU
01534 445 801
ari@gov.je

You may also find the following links to these organisations useful:

The Care Quality Commission for England (CQC)
CQC National Customer Service Centre
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
03000 616161
www.cqc.org.uk

Care and Social Services Inspectorate Wales (CSSIW)
Welsh Government office
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
0300 7900 126
cssiw@wales.gsi.gov.uk
www.cssiw.org.uk

Care Inspectorate for Scotland
Compass House
11 Riverside Drive
Dundee
DD1 4NY
0345 600 9527
enquiries@careinspectorate.com
www.careinspectorate.com

Download our complaints procedure