Your feedback is always welcome

It is always encouraging when you feel motivated enough to compliment us or a member of staff for something you feel they have done well, “over and above the call of duty” etc.

Naturally, we want to ensure others know you have passed a compliment because they too feel encouraged and this filters down to the standard of care we provide.

We are happy to receive any compliment in whatever manner you see fit. If it is possible that you can let the Registered Manager know of your compliment this helps us ensure that others may be encouraged too.

Good news is always encouraging, if you could send us a copy of that letter, we can use it to encourage others too by passing the information on.

The Registered Manager keeps a separate file/record of any compliments received and you are welcome to look at this at any reasonable time on request.

Of course, if you are that pleased, a letter to CSSIW Inspectorate is very welcome. The details for such a letter are:

Inspectors name: Robin Bradfield

CSSIW
Government Buildings
Rhydycar
Merthyr Tydfil
CF48 1UZ

Telephone:  0300 0628888

Complaint can arise through simple misunderstanding or genuine dissatisfaction. Usually, discussing the matter determines its cause and a solution that satisfies can be found. If you are unhappy in any way at all, please tell us so we can do something about it for you.

Complaints often provide an opportunity to do something better in future and as such form part of our policy to engender a culture of continuous improvement. Therefore, we operate a “no blame” policy so that any complaint allows full, thorough and open investigation because persons involved are not “threatened” by the outcome.

A separate file/record is kept of any complaint or concern which can be inspected at any reasonable time on request as well as on any relevant care plan, personal file etc.

Our service standard requires an acknowledgement from us of your complaint within 72 hours and resolution within 21 days through a nominated person.

Should the nominated person be absent through holiday or sickness etc., then a temporary nominee will handle the matter in their absence in order that the service standard be maintained.

The Registered Manager reviews complaints and concerns on a monthly basis to ensure they are satisfied and that any issues upon which we can do better in the future are put into place as part of our policy of continuous improvement.

The person to discuss it with in the first instance is Mrs Melanie Morgan

Who is responsible for acknowledging your complaint within 72 hours and responding to it within 21 days.

To provide peace of mind that we have recognised your complaint we will keep a written record of it that you may inspect. We will also keep a record of what we have done to seek to satisfy the matter.

We will always try to do our best to resolve your complaint, but, for some reason we may be unable to do so to your satisfaction. If you wish to contact a more senior person to take your complaint to, contact Mr John Morgan

Again John is responsible for acknowledging your complaint within 72 hours and responding to it within 21 days.

If our response fails to satisfy your concern:

If our efforts to satisfy your concern (complaint) fail to result in an outcome you are entirely happy with you should raise the matter with Our Inspectorate.

Our Inspectorate: Inspector Robin Bradfield

CSSIW
Government Buildings
Rhydycar
Merthyr Tydfil
CF48 1UZ

Telephone:   0300 0628888