Comments,Suggestions and Complaints Policy

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It is the policy that all comments, suggestions and complaints are dealt with quickly and effectively.

Hilton Lodge internal complaints procedures have been set up to ensure that all complaints are fully investigated and resolved quickly and effectively to the satisfaction of all parties. It is hoped that most complaints can be resolved informally, but if it is not possible, the procedure provides the opportunity for formal complaint. All residents have a legal right to make use of an advocate when making the complaint.

All complaints made verbally will be deemed informal complaints, and the complaint will be offered the opportunity to discuss the matter with members of staff and/or the manager. If it is not possible to resolve the complaint informally to the complaint’s satisfaction, the client is asked to make a written and formal complaint. Advice or guidance will be given to the complainant, including that no one will be treated less favorably as a result of making a complaint.

A written complaint should be addressed to the manger of Hilton Lodge. The complaint will be acknowledged and investigated within 28 days and a report submitted to the proprietor of Hilton Lodge.

The proprietor will decide the outcome of the formal complaint, and a written reply which include the Right to Appeal, will be sent to all parties involved. Any appeal should be directed to the proprietor at Hilton Lodge. If a resident still feels their case warrant further investigation, they may contact the Care Quality Commission (CQC) who is responsible for inspecting all private and voluntary homes on the following address:

http://www.cqc.org.uk/contactus/howtoraiseaconcernorcomplaint.cfm

REGISTERED MANAGER

Manager's Name: Mr Ravindra Appadoo

Service Providers

Mr Ravindra Appadoo

(Qualifications : Bsc Nursing)

Hilton lodge Residential Care Home

29-31 Hilton Avenue North Finchley

London

N12 9HB