Netherclay House is committed to providing good quality, personalised service, but sometimes things may go wrong or you may not be satisfied.
If you feel that we have done something wrong, have neglected to do something we should have done, or have not treated you or a loved one in a caring, professional manner, we would be glad to hear your feedback and comments.
From your feedback we are able to continuously improves our service. Equally, if we are doing something well, tell us and we will work to make that aspect of our service even better.
We will take all complaints seriously
We will investigate them thoroughly
We will inform the complainant about the outcome of our investigations
If we have made a mistake we will put it right
We will keep a record of your complaint
If a resident, relative or visitor feels that there is cause for complaint, this should be discussed with the Person in Charge. If the matter is unresolved ask for the complaint to be passed on to a Director.
Age Concern is always available to support and give advice. They provide an advocacy service and have considerable experience and knowledge of the rights and needs of the elderly. Netherclay House would be happy to help arrange an Age Concern advocate for you.
Age Concern – Tel: 01823 345610
Care Direct (Social Services help and information line) have considerable experience and will be able to provide links to the right people.