How to complain about a care home

Have you noticed something that could impact the physical or mental well-being of your loved one? Perhaps you have come across a situation that could affect another resident within a care home. If so, you may be uncertain about the appropriate course of action.

If you find yourself dissatisfied with the standard of care at your loved one’s residential home, it is important to address your concerns promptly.

At Jackman’s Lodge, we’re proud of the exceptional level of care we offer our residents. Our compassionate team is here to guide you through the process of making a complaint about a care home.

Keep reading to find out more about how to write a letter of complaint and how to report a care home.

When to complain about a care home

Consider making a complaint about a care home if you have legitimate concerns or observations regarding the standard of care.

Some situations that may warrant a complaint include:

  • Quality of care – If you notice a consistent decline in the quality of care provided to your loved one, it is essential to address these concerns. This could be anything from neglect, inadequate personal hygiene or medication errors.
  • Safety  – If you have concerns about the safety of a care home environment, such as issues with cleanliness or safety hazards, you should make a complaint promptly.
  • Staff behaviour – If you witness inappropriate or unprofessional behaviour from care home staff, such as verbal abuse or neglectful treatment, you should raise your concerns.

Always trust your instincts and speak up if something doesn’t feel right.

Communicate with the care home manager

The first course of action is to communicate your concerns directly with the manager at your loved one’s current home. This initial step provides them with an opportunity to address your worries and potentially resolve the issue without formal intervention. At our care home in Surrey, we prioritise open communication and encourage families to share their questions and concerns for immediate attention. Whenever possible, involve your loved one in the discussion as well to ensure that their perspective is considered.

Making a complaint about a care home

To ensure documentation of your complaint, it is advisable to submit it in writing. Composing an email or a letter allows you to articulate your concerns in full.

How to write a letter of complaint to a care home

When writing a letter of complaint to a care home, be sure to include the following:

  1. Begin by clearly stating that you are submitting a complaint about the care home.
  2. Describe the issue. Provide a detailed account of the problem and whether it relates to the quality of care, a health and safety issue or the behaviour of a specific staff member.
  3. Explain how the issue impacts the physical or mental well-being of the residents, including your loved one. Illustrate the potential consequences to highlight the urgency of the matter.
  4. Request action. Clearly outline your expectations for resolving the issue, such as an investigation or changes in care practices.
  5. Attach evidence. If you have any supporting evidence, attach them to your complaint to strengthen your case.

If you would prefer a more immediate method of communication, contacting the care home via phone can be an effective way to express your concerns. You may also wish to request an in-person meeting, allowing for a face-to-face discussion.

How to report a care home

If your complaint remains unresolved or you are unsatisfied with the care home’s response, you have the option to escalate the matter.

If you pay for your loved one’s care home yourself, or it is funded by the NHS, you can contact the Local Government and Social Care Ombudsman.

If care is funded by a local authority, you can contact them to report the care home.

The Care Quality Commission is the independent regulator of England’s care homes but can’t investigate or resolve complaints. However, they do like to be made aware of a complaint about a care home to help protect others.

Don’t hesitate to take action

Don’t hesitate to take action if you have concerns about a care home.

By promptly raising and escalating concerns, you play a vital role in ensuring quality care for all residents. Engage in open communication with the care home manager, submit a formal complaint and utilise external resources when necessary.

Your complaint can make a difference in improving the lives of residents and enhancing the quality of care provided.

Choose high-quality care at our residential home in Surrey

If you are seeking a care home that consistently delivers high-quality care, look no further than Jackman’s Lodge. We prioritise the well-being and happiness of our residents, striving to create a warm and welcoming atmosphere at all times.

Our dedicated team is always happy to listen to your questions and address any concerns you may have. We recognise that open communication is the foundation of trust and we make it a priority to foster strong relationships with our residents’ families. Whether it’s discussing our tailored care plans, learning more about our activities or seeking reassurance on our health and safety procedures, we are here to listen.

Visit us today

Experience firsthand our supportive care home environment by visiting us in Surrey. Call us on 01483 694299 to arrange your visit. If you have any more questions about how to report a care home or things to consider when making a complaint, we would be more than happy to help. We look forward to hearing from you.