Complaints Process

First stage

The first stage is for you to contact the Officer in Charge of the shift and let them know what the problem is and how it has come about.

You could do this personally, by telephone or, by writing a letter or E-mail. (manager@thethreetrees.co.uk). They will aim to solve the problem within 2 weeks of you contacting them. They will do this by discussing with you what may have gone wrong and they will try to put matters right. You will be kept informed of any action that is taken. We aim to resolve the majority of problems at this stage, but if you are not satisfied with the outcome you have the right to go on to the next stage.

If you are not satisfied with the outcome of the first stage ask the officer in charge of the shift for a complaint form.

Second stage

The second stage is to report the matter to Mr Pearson or Mrs Brown (Joint Managers) who will decide who is in the best position to deal with the matter. You will be informed who is dealing with your complaint. Depending on the nature of the complaint, we may need to conduct a formal investigation. We aim to complete this stage in two months, (three months if there are exceptional circumstances). As with the first stage, you will be informed of progress, the outcome of the investigation and any action that has been taken to resolve the complaint. If you are not satisfied with the outcome at this stage, you have the right to go on to the third stage.

Third stage

If, after the end of the second stage, you are still not satisfied with the outcome of the complaint, the THREE TREES will appoint an independent person with knowledge of the relevant area to review the actions or inaction of the THREE TREES. The THREE TREES will give you the reviewer's details and you will have the right to contact them directly with your case if you wish. The review will take into account all the information from previous stages and what the THREE TREES has done to try to resolve the complaint. The review should be completed within one month of it being started. As before, you will be informed of the outcome of the investigation and any action taken. At anytime during the complaints process of if following the completion of the third stage, you are still not satisfied with the outcome you are entitled to refer your complaint to the Care Quality Commission who can advise you how to proceed and if necessary begin their own investigation into the matter.

Recording of complaints

We will record all complaints which we receive, so that we can effectively monitor the types of problems that are occurring, how they are best resolved and the time it takes to solve them. This will also help us to review our procedures and improve them where necessary.

All information will be treated as confidential and we will take care to follow Data Protection legislation in handling and managing data.

Anonymous complaints

We will take seriously any complaints that we receive, including anonymous complaints. We will, however, need to make a decision if it is possible or necessary to follow up anonymous complaints. Anonymous complaints will still be recorded at the first stage.

Contacts

If you need to make a complaint contact

Telephone: THREE TREES office on 01262 601626

Email manager@thethreetrees.co.uk

Or write to:

Manager

Three Trees

24 -26 St John’s Avenue

Bridlington

YO16 4NG

More information can be found on the CQC website

Or contact our Local Authority

Social Services Department

Town Hall

Bridlington

01482 396732

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