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Complaint Procedure

Policy –                                       Complaints – Issued January 3rd 2018



Introduction – The Serenity Health programme has been developed in such a way as to enable you to feel safe, and to also protect you and others. Serenity Health aims to offer a high quality service, and as such is committed to respecting the rights of clients, guests or staff to air grievances or complaints, and to make suggestions contributing to the evaluation of the service provided by us.  We take any complaints extremely seriously, and welcome your feedback on the service that we provide.  In order to ensure that we deal with all grievances and complaints effectively Serenity Health has created the policy outlined below.  It has been written in accordance with the QUADS code of practice.


Purpose – Our purpose is to create an rehab clinic environment for clients, guests and staff members, where it is easy and safe to be able to air grievances and complaints about aspects of the service offered by Serenity Health, without feeling it will lead to any punitive measures, or loss of dignity.  To treat any grievance or complaint seriously and to respect an individual’s right to make that grievance or complaint.  To ensure that clients have clearly understood the policy, and the responsibility they have in adhering to it.


Scope – This policy applies to all clients, guests and staff using, working or visiting Serenity Health.


Related policies – Client charter, client conduct/involvement and representation policy, client contract and confidentiality policy.


Procedure –


If a Client feels that they have cause for complaint, the procedure is as follows:


  • The Client is encouraged to point out any deficiencies or to make suggestions contributing to the more effective day to day running of the unit at the designated daily or weekly house meeting.


  • Disagreements and problems are usually best resolved through honest and respectful dialogue with the person concerned. As far as the management of Serenity Health is concerned, the counsellors and proprietors are always willing to set aside time to deal with any problems at the earliest possible opportunity.


  • If, having spoken to the staff, the Client is still not satisfied and believes that the matter has not been resolved in a manner they can feel comfortable with; they are requested to submit their grievance in writing to – Rachael Ball, Home Care Manager. The manager will reply in writing within 48 hours.


  • If, in the Client’s judgement, further action is still required, they are advised to contact their Care Manager or the CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA. Tel: 03000 616161.  Website:




  • If the Client still feels that they have not received satisfaction regarding their grievance or complaint, they may contact the Local Government Ombudsman PO Box 4771 Coventry CV4 0EH. Tel: 0300 061 0614 or 0845 602 1983.  Website:  



Whilst always respecting a Client’s personal right to expedite the complaints procedure unaided, Serenity Health will provide assistance, if requested, in the notification of their grievance in writing to their Care Manager or either of the two parties listed above.


Policies and procedures are in place in order to respond to concerns and complaints in a timely and appropriate manner.  They are clearly presented and easily understandable to enable the Client to make their views known and to reassure them that appropriate action will be taken.


It is the Clients right to by-pass the above procedure and to contact the Care Quality Commission directly at the above address and telephone number to discuss their concerns.  The Client does not need to go through each of the steps listed above if they do not wish to do so.


Compliments, comments and suggestions.


If you would like to make a compliment, comment or suggestion, please use the form that can be found at the entrance under the client notice board.  If you would like to make a complaint, please refer to the procedure above. 




Prepared by: 

The Management Team

Issue/review date:

January 2018

Review date:  

January 2019


Approved – Care Home Manager

January 28, 2018


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