Complaints

Arrangements made for dealing with complaints. If any resident or their nominated care representative wishes to make a complaint or raise a concern, this can be done with the senior nurse or clinical nurse manager on duty.

Every effort will be made to resolve the complaint but input from the Person in Charge may be required. Complaints will be acknowledged within 5 working days of receipt of the complaint.

If the complaint cannot be resolved or if it is not to your satisfaction, the Person in Charge, Rachel Gaughran, will investigate the issue further. The Person in Charge is the Nominated Complaints Officer for Shrewsbury House.

We will aim to resolve the complaint within no later than 30 working days. If we are unable to do so, we endeavour to update you every 20 days thereafter.

The outcome of any investigation into a complaint will be documented and provided to the complainant.

All complaints are documented in a transparent manner on our Epiccare system and are reviewed as part of our clinical governance

If you are unhappy with the outcome of the complaint, the Complaints Review Officer, CNM Sinead Kiernan, can be contacted. A review can be conducted no later than 20 working days after receipt of the review request. A written response will be provided and any reason for delay in resolution will be put in writing to the complainant.