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If you have any concern in relation to the health, safety and happiness of your loved one, please do not hesitate to communicate with any member of our health care team. Alternatively you can contact the provider of care or the person in charge directly.
If you have a complaint, we will respond to it promptly and sensitively. Feedback information is treated as confidential and managed according to privacy obligations. You can play an important role in resolving the problem by providing as much relevant information as possible. The Director of Nursing deals with all complaints and ensures that all serious complaints are brought to the attention of the provider. We investigate complaints thoroughly to know what happened and why, and ways to prevent it happening again. We will keep you informed at all times so you know what is happening.
We will work with you to assess the most appropriate way to resolve the problem and the best outcome. We ask you to consider the outcome. There is also an independent advocate service available.
Compliments and complaints are discussed at weekly staff and management meetings. We work together to find ways to improve and keep staff informed of what has happened.