We believe that service users, staff and visitors should be provided with a safe environment which embraces all aspects of their life. This includes being assured that on any occasion where the service standard falls below that which could reasonably be expected, there are systems in place to address this.
We recognise that there is a fine divide between a “grumble”, “a comment” and a “complaint”. Service users and their relatives do not need to make a “formal complaint” for their dissatisfaction to be acted upon. We would hope that discussion and debate will resolve many concerns, and would encourage any complaints to be raised with the Registered Manager in the first place.
If you feel that any concerns raised have not been dealt with effectively and efficiently by the Registered Manager you can contact us by clicking here and we will deal with this at Director level.
All complaints will be acted upon quickly and effectively.
The person designated to manage a complaint is the Registered Manager who can be contacted via the service phone number (depending upon the unit).
In their absence a Clinical Nurse Manager or Senior Nurse on duty will make a record of the complaint.
We recognise that complaints are not personal criticism and will ensure that complaints are seen as an opportunity to improve the level and standard of service provided.
We will endeavour to resolve all complaints “in house”, but recognise that this may not always be possible. Where a solution cannot be agreed we will ensure that the matter is referred to an independent arbiter for their views.
The service will supply, on request, a written copy of the complaints procedure to any service user or anyone acting on behalf of a service user.
The CQC regulate our service but do not settle individual complaints.
However the CQC offer support to listen to your concerns and encourage anyone to contact them to tell the about their experiences.
The CQC can be informed of your concerns either directly or through a local support group such as your LINk (local involvement network, to be known as local HealthWatch from October 2012).
If you have a complaint about the service, the first thing you should do is to tell the management of the service. By law, every service must have an efficient procedure for dealing with complaints.
You can also contact your NHS body or local council if they pay for your care.
Once your complaint has been fully dealt with by the manager of the service, or the council, if you are not satisfied with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed.
The LGO provides a free, independent service.
The LGO Advice Team can be contacted for information and advice, or to register your complaint:
T: 0300 061 0614
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
The manager is obliged to provide information upon request, and service users should be aware that the LGO is totally independent in all cases and acts in an impartial manner at all times.
Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission National Correspondence
Newcastle upon Tyne NE1 4PA
T: 03000 616161
From 1 January 2015, patients and service users have been asked whether or not they would recommend the John Munroe Group and its services to their family and friends.
The national Friends and Family Test (FFT) is a quick and simple way of collecting patient feedback to improve services.
As part of the test, patients are encouraged to answer one simple question “how likely are you to recommend our service to friends and family if they needed similar care or treatment?” with potential answers ranging from ‘extremely likely’ to ‘extremely unlikely’.
Responses can be submitted in a number of ways such as via a postcard at the receptions, in the post (call 01538 394270) and online (see attached – please email it back to firstname.lastname@example.org).
The results will provide John Munroe Group with invaluable feedback, which will enable the service to make improvements to ensure patients have a positive experience.