If something doesn’t feel right
We're committed to delivering the highest standards of care for the people we support, and their loved ones.
However, we recognise that sometimes things don’t go the way you hoped or expected.
If you’re unhappy about something at Exemplar Health Care, please let us know.
You can request a copy of our complaints policy from your Exemplar Health Care home or by emailing: enquiries@exemplarhc.com
You can also submit a concern via our online form.
Stage one: speak to someone in the home
Please tell our care staff if you’re not happy. They can try and make things right for you.
If the care staff can’t help, the Home Manager will try and sort things out.
You can do this in person, or by email, letter, or phone. You can find the contact details of our homes on the Find a care home webpage.
We’ll look into your complaint within 28 days, and will write to you to tell you what we’ve found.
Stage two: if you want to appeal the decision
If you’re not satisfied with the response from the home, you can contact Donna North, Head of Quality, in writing at:
FAO: Donna North, Exemplar Health Care Support Centre, 17 Europa View, Tinsley, Sheffield, South Yorkshire, S9 1XH or dnorth@exemplarhc.com
Donna will log the complaint, review the response, and investigate further if needed.
We’ll communicate the outcome with you in writing.
Stage three: taking your complaint further
We really hope it doesn’t get to this stage. But if you’re still not satisfied, you can refer the complaint to the Government Ombudsman.
www.lgo.org.uk
0300 061 0614
Other ways to feedback
Your local council
If you're unhappy with the response from Exemplar Health Care, you can also contact your local council.
Local councils are responsible for all public services and facilities in the area, including health and social care services.
Care Quality Commission (CQC)
The CQC checks care homes are providing good health and social care. You can tell them about your views, good or bad.
Telephone number: 03000 616 161
Email address: enquiries@cqc.org.uk
Website: www.cqc.org.uk/give-feedback-on-care
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