We're committed to providing high-quality care and support.
If you’re unhappy about any part of our service, please tell us.
Your feedback helps us put things right, improve what we do, and make sure people receive the best possible care.
You can request a copy of our full complaints policy from your Exemplar Health Care home or by contacting us.
If you’d prefer a simpler version, you can also download our easy read guide to the complaints policy or submit a concern using our online form.
Informal complaints
Many issues can be sorted quickly by speaking to the Home Manager, person in charge, or one of our colleagues.
Find the contact details on the Find a care home webpage.
Stage one: speak to someone in the home
If you’d like to make a formal complaint, please contact the Home Manager or person in charge.
You can do this in person, or by email, letter, or phone.
Find the contact details on the Find a care home webpage.
We’ll investigate your complaint and write to you with our response.
Stage two: if you want to appeal the decision
If you’re unhappy with our response, you can contact:
Director of Quality and Clinical Governance, Exemplar Health Care Support Centre, 17 Europa View, Sheffield, S9 1XH
Or email: ccannings@exemplarhc.com
Your complaint will be reviewed and investigated further if needed.
We’ll write to you with the outcome.
Stage three: taking your complaint further
We really hope it doesn’t get to this stage. If you still feel your complaint hasn’t been resolved, you can contact the Local Government and Social Care 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)
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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