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Since April 2009 all of our care homes in England are regulated by The Care Quality Commission (CQC).
CQC are the independent regulator for all health and social care services in England, whether they are provided by the NHS, local authorities, private companies or voluntary organisations. They also protect the rights of people detained under the Mental Health Act.
Throughout their work they make sure that the voices of people who use health and adult social care services are heard.
From April 2010 new essential standards of quality and safety are being introduced gradually across all health and adult social care services in England. All Care homes will be registered under these new standards by 1st October 2010.
The Care Quality Commission can be contacted in the following ways:
Telephone: 03000 616161 (customer services team are available 8.30am to 5.30pm, Monday to Friday)
Fax: 03000 616171
Care Quality Commission National Correspondence
Newcastle upon Tyne
CQC are not able to investigate individual complaints but we they would like to hear about your experience. They would encourage you to seek a local resolution with your home.
It ensures that care service providers meet the Scottish Government’s National Care Standards and its purpose is to regulate for the improvement of care in Scotland.
They have 3 key principles:
Keeping people safe
Promoting dignity and choice
The Care Inspectorate carry out regular inspections on all services and these visits are often unannounced. Requirements or recommendations may be made and the results of these inspections are summarised in a report which is available on the Care Commission website. (www.carecommission.com)
Since 2008 The Care Inspectorate have being inspecting all services under 4 different Quality Themes:
Care and Support
Leadership and Management
Quality grades are then awarded for each theme on a 6 point scale: 1 (unsatisfactory); 2 (weak), 3 (adequate), 4 (good), 5 (very good) and 6 (excellent).
Care Commission Contact Details
The Care Commission Headquarters are located in Dundee. Address and contact details are:
The Care Inspectorate
11 Riverside Drive
Tel: 0845 600 9527
Fax: 01382 207289
Lo-call 0845 6030890
The Regulation and Quality Improvement Authority (RQIA) is the independent body responsible for monitoring and inspecting the availability and quality of health and social care services in Northern Ireland, and encouraging improvements in the quality of those services. Their role is to ensure that health and social care services in Northern Ireland are accessible, well managed and meet the required standards. RQIA will work to ensure that there is openness, clarity and accountability in the management and delivery of all these services.
RQIA was established under The Health and Personal Social Services (Quality, Improvement and Regulation) (Northern Ireland) Order 2003. The Order also places a statutory duty of quality upon health and social care organisations, and requires the DHSSPS to develop standards against which the quality of services can be measured.
RQIA's main functions are:
- to inspect the quality of services provided by Health and Social
Care Services (HSC) bodies in Northern Ireland through reviews of
clinical and social care governance arrangements within these bodies;
- to regulate (register and inspect) a wide range of services delivered by HSC bodies and by the independent sector. The regulation of services is based on new minimum care standards to ensure that service users know what quality of services they can expect to receive, and service providers have a benchmark against which to measure their quality; and
- with the transfer of duties of the Mental Health Commission to RQIA under the Health and Social Care (Reform) Act (NI) 2009, we undertake a range of responsibilities for people with a mental illness and those with a learning disability.
- These include: preventing ill treatment; remedying any deficiency in care or treatment; terminating improper detention in a hospital or guardianship; and preventing or redressing loss or damage to a patient's property.
Contact details for RQIA
The Regulation and Quality Improvement Authority's headquarters is located in central Belfast. The address is:
The Regulation and Quality Improvement Authority
9th Floor Riverside Tower
5 Lanyon Place
you can also contact the RQIA
by email: firstname.lastname@example.org
by phone: 028 9051 7500 (Switchboard is manned 9-5 Mon-Fri)
by fax: 028 9051 7501
RQIA also have an office in Omagh. The contact details are as follows:
The Regulation and Quality Improvement Authority
Tyrone and Fermanagh Hospital
All our care homes in Wales are regulated by The Care and Social Services Inspectorate Wales (CSSIW).
CSSIW carries out it's functions on behalf of Welsh ministers, and although they are part of a Department within the Welsh Assembly Governement, there are a number of safeguards in place to ensure their independence.
regions (North Wales; South East Wales; Mid and South Wales; and South
West Wales) are the focus for prefessional assessment and judgement
about services and organisations. They inspec and review local authority
social services and regulate and inspect social care and early years
settings and agencies.
As all of our homes lie within the one region, contact details including how to make a complaint are as follows:
Telephone: 0300 062 8800
Care and social Services Inspectorate Wales