At Cinnamon Care we encourage residents, their family/relatives, or representatives to express their views about the quality of care and services we provide and to raise any concerns or complaints with us freely. Concerns/Complaints can be raised with us verbally, in writing or via email.
We also encourage or invite people to let team members know when services, policies or their practice is satisfactory and should continue unchanged or unchallenged.
Procedure
All Cinnamon Care team members are expected to listen courteously and respectfully to concerns or complaints and attempt to resolve these initially at a local level. If team members are not able to do so, they should explain to the complainant the company’s policy for making a complaint, which has three possible stages as follows:
Stage 1
Discuss with the Senior Person in Charge at the time, your concern(s). They may be in a position to address the issue(s) directly and rectify the problem(s) in a timely manner.
If this is unsatisfactory then :-
Stage 2
Contact the General Manager to discuss your concerns and provide details in writing of your concerns/complaints. An acknowledgment letter will be sent within 3 days following the receipt of your concerns/complaints.
The General Manager will investigate your concern(s) and respond to you in writing within 28 working days, setting out the investigation undertaken, and any action taken in-light of their findings. If there is no resolution to the matter at this point, you remain dissatisfied with the outcome or you do not feel comfortable discussing the matter with the General Manager, then: –
Stage 3
Contact the Director either in writing at Cinnamon Care, The Old House, 64 The Avenue, Egham, TW20 9AD or by telephone on 01784 22 00 66 or alternatively via email at hello@cinnamoncc.com. They will arrange to investigate your complaint or concerns further and inform you of the outcome within 28 days. If the response cannot be completed within 28 days then you will be contacted with an explanation as to the reasons why.
At any stage of the process you can also refer your concerns to the external agencies below :-
The relevant Local Authority Adult Services Team. You can find which Local Authority that the home is located in by using this link:
www.nhs.uk/service-search/other-services/Local-Authority-Adult-Social-Care/LocationSearch/1918
The Care Quality Commission
The Care Quality Commission will not investigate complaints on behalf of individuals but does like to be informed of any concerns regarding a care provider, such as poor care that has been seen or experienced. Information given to the CQC will help to prevent others from going through the same experience and can be fed back via:
Address: Care Quality Commission (CQC) National Correspondence
Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA
Website: www.cqc.org.uk
Email: enquiries@cqc.org.uk
Tel: 03000 616161
Fax: 03000 616171
The Local Government and Social Care Ombudsman (for those Residents that are funded by local authority-funded social services care or self-funded)
Individuals have the right to raise their complaint with the Local Government and Social Care Ombudsman. This is a free service and individuals can contact their Local Government and Social Care Ombudsman via:
Address: The Local Government and Social Care Ombudsman
PO Box 4771, Coventry, CV4 0EH
Website: www.lgo.org.uk
Email: advice@lgo.org.uk
Tel: 0300 061 0614
Parliamentary and Health Service Ombudsman (for Residents that are NHS funded)
Individuals have the right to raise a concern about a service that is NHS funded. This is a free service and individuals can make contact via:
Address: Parliamentary and Health Service Ombudsman
Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
Website: www.ombudsman.org.uk
Email: phso.enquiries@ombudsman.org.uk
Tel: 0345 0154033