Feedback & Complaints
Four Seasons Health Care is committed to being an open and transparent organisation and we appreciate all feedback on our care homes. Whether you want to thank us for our care and support or suggest any improvements, your compliments or complaints are always welcomed.
If you think that we are doing something well then please let us know. We can use your feedback to make our services better. Please let a member of staff know the details or you can fill out the feedback form on line/in the home or complete the Quality Of Life feedback.
Four Seasons Health Care is committed to being an open and transparent organisation and we appreciate all feedback on our care homes. Our care home colleagues work very hard to get the job right but we appreciate that things can go wrong. If you are unhappy with the treatment or service you have received from the care home then you are entitled to make a complaint, knowing that it will not affect your current or future care, that you will be treated confidentially and sensitively, and that you will receive a response from us.
Stage 1 - Local Resolution
We would recommend that all concerns should initially be raised with the person in charge or Home Manager. Most issues can be resolved immediately but if not then you should submit your concerns to the home with specific details of what has gone wrong, and what you would like us to do about it.
You can also provide feedback through our unique Quality of Life Programme. This enables feedback on any aspect of our care and services through our iPads, which will send the information in real time to the Home Manager and Regional Manager, who can immediately respond to any issues.
On some occasions we understand that people may find it difficult to raise a complaint with the people involved in their care. If this is the case, you can raise your complaint with the local Regional Office - their contact details will have been provided in your welcome pack. Alternatively, if you wish to discuss the issue with someone at our Head Office then please contact the Complaints Manager by emailing firstname.lastname@example.org.
Your complaint will be acknowledged within three working days and it will be agreed with you how we will communicate the response to your complaint. We aim to complete any investigation and provide you with a response within twenty working days but if for any reason we require some more time then we will discuss this with you as soon as possible.
Stage 2 - Internal Review
If you are not satisfied with the response to your complaint, please let us know so that we can discuss any concerns with you under local resolution. You can either contact the investigator for your complaint, the Regional Manager or our Complaints Manager. We will endeavour to resolve any outstanding issues with you to your satisfaction.
Stage 3 - Independent Review
If you remain dissatisfied following local resolution then you can refer your complaint to the appropriate regulatory Ombudsman for them to conduct an independent review. Contact details of the relevant Ombudsman information will be provided with your complaint response. If your care is arranged and paid for by the Local Authority or Clinical Commissioning Group you can also refer your complaint to the appropriate organisation.
Complaints for Care Homes in Scotland
Local authorities and any contractors that provide care services must be registered with the Care Inspectorate. This is the independent scrutiny and improvement body for care and social work across Scotland, which regulates, inspects and supports improvement of care services. The Care Inspectorate has a procedure for receiving information, concerns and investigating complaints, from members of the public or their representatives, about the care services they use.
The Care Inspectorate's complaints procedure is available even when the service provider has an alternative complaints procedure in place.
The Care Inspectorate encourages people to complain directly to the organisation they receive a service from. However, some people are not comfortable doing this and to support them, the Care Inspectorate will take complaints about care services directly.
Contact details for the Care Inspectorate can be found on their website:
Or: telephone 0845 600 9527 Or: fax 01382 207 289
Local Government Ombudsman www.lgo.org.uk or by telephone on 0300 061 0614.
Scottish Public Services Ombudsman www.spso.org.uk or by telephone on 0800 377 7330
Public Services Ombudsman for Wales www.spso.org.uk or by telephone on 0300 790 0203.
Northern Ireland Ombudsman www.spso.org.uk or by telephone on 02890 233821.
If you wish to remain anonymous, any feedback from staff members, residents or visitors will be handled in confidence by a senior manager. To make anonymous feedback please contact:
- Four Seasons Health Care Head of Assurance: 01625 417 890 or email email@example.com
- Four Seasons Health Care whistle-blowing line (24 hours): 0844 257 3925. (This line is operated by an external company and details are passed directly and confidentially to the Four Seasons Health Care Director responsible for feedback. Calls cost 7 pence per minute plus your phone company’s access charge.)