Complaint Procedure
Our organisation values feedback from our service users, representatives, visitors, regulatory bodies, and stakeholders. We encourage individuals to voice their opinions and concerns so that we can continuously improve our services. If you have a complaint or concern about any aspect of our home, we request that you inform the Home Manager or a senior member of staff. They will investigate your concerns thoroughly and keep you informed of the outcome. We strive to resolve all complaints as quickly as possible.
If you remain dissatisfied with the response of the home, or if you choose not to contact the home, you can contact our Operations Manager, Dan Lipscombe or Ms Diana Adlam, who will review the matter and respond accordingly. You can reach them through email, telephone, or in writing. Our contact details are provided below:
Dan Lipscombe
Operations Manager
Cardinal Healthcare
Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT
M: 07782639183
Tel: 0193 253403
Email: [email protected]
Ms Diana Adlam
Executive PA to the Director
Cardinal Healthcare
Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT
M: 07852571994
Tel: 0193 225 3403
Email: [email protected]
If you are still not satisfied with the response from Cardinal Healthcare, you can contact the Local Government Ombudsman (LGO). They provide a free and independent service and can offer advice and register your complaint. Please note that the LGO usually expects providers to have the opportunity to respond and resolve complaints before they investigate.
You can contact the LGO Advice Team through email or telephone:
Tel: 0300 061 0614
Email: [email protected]
Website: www.lgo.org.uk
Finally, please note that our services are registered with and regulated by the Care Quality Commission (CQC). While the CQC cannot intervene in individual complaints about providers, they welcome feedback on our services. You can contact them through their website or by post:
Care Quality Commission National Correspondence
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Tel: 0300 061 6161
Website: www.cqc.org.uk/contactus.com