Residents Rights And Complaints Procedure At Stonehouse Residential Care Home

Here at Stone House we have a policy on how to meet special needs of Residents.

For instance, adapted cutlery is provided for Residents with arthritis, who are unable to use everyday cutlery.
Assistance in eating is offered discreetly and sensitively for any Resi-dent who may need this aid.
Any other special needs will be met as and when they become necessary.

Any information which Stone House has concerning any Resident is treated with the utmost confidentially, and only imparted to relevant persons or professional bodies when necessary and relevant.

Residents and/or their families are entitled, and able, to examine all their personal written records as and when they wish. No personal data will be shared with any other organisation or persons unless with have your written consent.

Residents and their relatives and/or representatives are invited to make comments and/or criticisms about any aspect of care and social life at Stone House. Any such comment or criticism would be recorded, and any action taken would be made available for inspection.

If a Resident has a hospital appointment and a relative/friend is unable to take or escort the Resident, a member of Stone House staff will escort the Resident may be a charge. If the Resident is wheelchair-bound, a member of staff will escort the Resident to the appointment in a suitable hackney cab there also may be a charge. If a Resident needs hospital transport, his/her GP will be contacted and the GP will make arrange-ments for the ambulance service to attend.

Stone House Care Home Ltd

Complaints Procedure

If you ever thought it necessary to make a complaint, or there is any-thing that you are not happy about or would like to have changed, please discuss your view with the Registered Manager or Care Manager or a Senior Member of Staff, who will respond within 2 days, and do her best to address the problem within 5 days and fully address the problem within a maximum of 28 days.
If you have a complaint that we have not put right to your satisfaction, then you can take up the matter with the Care Quality Commission. De-tails of contact are listed below:

North West Regional Contact Team

North West Region
Care Quality Commission
Newcastle upon Tyne

General Enquiries: 03000 616161
Fax: 03000 616172

email: enquiries