Residential Care Nursing Home "vent"

annie_d

The complaints proceedure should be fastened to the wall as you enter the building.

Any behaviour towards a resident you felt was unacceptable should have been reported verbally immediatly to the person in charge an then followed up with a written communication which would have to be responded to.

I wouldn't advise you to make an anonymous complaint or dely too long until you do complain.

dannie

Just a quick message for now. Thanks for the additional replies. I am now assessing all the opionions/information along with my account of what happened during this incident.

fuzzybear01

If the person in question is a registered nurse then you can contact the Nursing and Midwifery council, however it is more likely to be a care assistant in which case complain to the manager.

Lavender13

If the complaint is made soon after the event, then it is easier to investigate. Also staff would probably value your feedback and observations.

LinasPilibaitisisbatman

a lot depends on the nature of the complaint.

If its about an attitude etc then a complaint to the individual homes supervisor/manager is best

If its a serious complaint about the level of carer or neglect, abuse etc find out who the directors/senior managers are and go straight to them.

Depending on the nature a complaint to the care commission may also be in order/

dannie

Thanks again for all the responses.

allycat999, thanks for your offer. I appreciate that I was very brief in my account. So far, I've prepared a letter to the owner of the home. What remains now is the worry whether I might make matters worse for the relative and myself(healthwise).

doelani, am I right that the person you complained about didn't behave any worse towards your Mum?

dannie

Before sending such a letter, has anybody ever wondered whether they can cope with the aftermath of their actions? My mind is full of what ifs? If so, did you conquer your fears and go ahead anyway?

Mister-D_3

if this was an adult social care home then see if the local authority has a safeguarding team, send a copy of a complaint letter to them.

Errata

dannie wrote: »

Before sending such a letter, has anybody ever wondered whether they can cope with the aftermath of their actions? My mind is full of what ifs? If so, did you conquer your fears and go ahead anyway?

Yes and yes and the thing to remember is that the person who's being ill treated is the important one. Your fears have to take a back seat.

Decent homes don't mind complaints as they use them to improve their care and service. Bad ones should be complained about.
Hae you read the home's inspection reports? Is there anything in them that indicates things the inspectors wanted to be improved? The reports should also mention any complaints that had been made.

maggie5

dont feel frughtened about complaining, i used to work in a care home and although we very rarely got any complaints when we did it was delt with very promptly, staff would be taken to one side and questioned and relative/resident informed and then what ever action was taken next. in fact the manager supported the relative as technically the resident is a customer. not only that every one is protected by the human rights act and that is there home. without causing specualtion or jumping to conclusion you normally find that the "carers" that are complained about are normally young people not in the job for long that has not recived the correct training of how to deal with problems or even talking to people correctly. complaints highlight where staff need extra training/dicepline (sp sorry ). the manager may not always be aware of things so always complain if you feel the need to. put the complaint in writing and ask for a meeting with management to raise your concerns. can i ask did the staff behaviour was directly to your relative, anouther resident or just with other staff?