The Directors and the management of the home are committed to the maintenance of the highest standards throughout, but from time to time people who use our service and their representatives may wish to make a complaint.

The company is committed to following the procedure that has been adopted.

Firstly a complaint should be brought to the attention of the Manager either verbally or in writing. If it is not possible for the complaint to be resolved, after discussion with the Manager, then it would be referred formally to the company Directors. On receipt of a formal complaint the Director will send out an acknowledgement letter advising the complainant, of the action that will be taken to investigate and try and resolve the compliant within the next 28 days. If the matter still remains unresolved the complainant has the right to take the complaint to the Registering Authorities.

Unacceptable behaviour, violence & aggression

South Coast Nursing Homes Ltd are committed to promoting and improving a safe and secure environment for those who work in or use the services we offer.

We will always seek to act according to the principles of fairness, honesty, integrity and respect. We expect that our relatives and visitors will uphold these principles and will adhere to this policy. We expect that our staff and volunteers will similarly act in accordance with these principles.

As an organisation, we have a duty and responsibility to ensure that staff and volunteers of South Coast Nursing Homes Ltd can go about their work and/or professional practice without being subject to unacceptable behaviour.

The Company operates a zero tolerance policy towards harassment and abuse and/or verbal abuse of any staff member at any time.

Please adhere to these standards at all times.

The Care Quality Commission (CQC) South East Region at:

National Correspondence

Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA

Telephone: 03000 616161

Sussex has in place multi-agency procedure to ensure that local responsibilities for safeguarding adults are managed effectively. Concerns about failure in local procedure can be raised by contacting:

West Sussex Adult Safeguarding Manager (Adults’ Services)

Sussex House, 12 Crane Street, Chichester, PO19 1LJ

Telephone: 01243 777100


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