ComplaintsWe always hope to meet the needs and wishes of the people we support but recognise that sometimes things may happen that makes someone upset. We encourage all types of feedback and complaints from the people we support, their families and care professionals. We view all feedback as a way to help us improve our services.
When you make a complaint, your complaint will be acknowledged in 2 working days. We always aim to resolve your complaint as soon as possible, but you will receive a written response within 20 days.
Information about how to make a complaint is available on each unit and home.
The Complaints Process:
1.a Tell your keyworker or service manager that you are unhappy about something. They will take a written note of your complaint and try to find a solution that will make you happy.
1.b Alternatively, you can speak to your Advocate, Brookdale pays for independent advocates to regularly visit our services. They will take a written note of your complaint and try to find a solution with the home manager that will make you happy.
2. If your complaint can not be resolved within the home it will be passed to Emma Rees, Area Operations Manager or Jessica Toraman, Complaints Officer at Milton Park Therapeutic Campus. They will investigate your complaint and respond within 20 days.
3. If you do not feel that your complaint has been resolved or if you would like to complain to someone outside Brookdale Care you are free to contact the Care Quality Commission.