Complaints

Wollaton Park COMPLAINTS POLICY

Wollaton Park has a complaints policy. This is displayed in the entrance foyer to our home. All family members are given a copy on admission and relatives made aware of it. Staff new to Wollaton Park are also given a copy as part of their induction. We keep a record of any complaints received and these are used for reflection and learning when things go wrong as part of our continued development.

Under the National Health Service and Community Care Act 1990, you have the right to make a complaint and the management at Wollaton Park have a duty to respond promptly and fairly.

What is a complaint?

A complaint is when you inform the management you are not satisfied with the quality or type of service you are receiving. Your complaint could be about:

The lack or delay in care
The conduct or attitude of Wollaton Park staff
The choice or quality of the meals
Discrimination because of your age, sex, race or disability

How can you complain?

Talk to the person in charge on duty at the time of the cause for your complaint. Often concerns or complaints can be resolved promptly in this way. Alternatively, speak to the Manager or Deputy Manager at your earliest opportunity. Your complaint could be verbal or in writing.

Who might help you besides your relatives of friends?

Voluntary organisations
Citizens Advice Bureaux
Advocacy Groups

What will happen next?

Once you have raised your complaint, you will receive an acknowledgement from the home that it has been received and is being looked into. Whilst we strive to answer and respond to all complaints swiftly, should your complaint be formal and more complex, it may take up to 28 days for a full written response following an internal investigation process.

If you are not satisfied with the progress of your complaint or the outcome, you can raise your complaint with the CQC:

Care Quality Commission
Tel: 03000 616161
Email: [email protected]

All persons making a complaint will be notified of the results of the investigations and any actions taken in writing.

Wollaton Park Care Home
2a Lambourne Drive
Wollaton
Nottingham
NG8 1GR

01159 283 030 [email protected]

ENJOY SPACIOUS, BRIGHT FACILITIES TO MAKE YOU FEEL TRULY AT HOME

Our home is situated in the heart of Wollaton in Nottingham in close proximity to local amenities, bus stop which are wheelchair friendly and provide easy access to and from the City Centre. We are also 5 minutes from Wollaton Hall.

Our relaxed, comforting environment has been designed to aid orientation around the home while providing an interesting and stimulating place to live, all rooms are en-suite and we have a garden for those who enjoy the outdoors.

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At Wollaton Park we genuinely care about the little things. Our staff team are committed to the provision of good quality care and make every effort to ensure people’s individual needs are met.