Complaints Procedure

Craighaven is registered with The Care Quality Commission. The team
at the home consists of the manager, deputy manager, care team leader,
senior carers, a cook, carers and ancillary staff. We are committed to
staff training and to ensuring that the staff we choose are equipped
with the knowledge and insight to deliver a good standard of care.

Each of our senior carers has undertaken specialised training in dementia awareness, caring for the elderly and other aspects of good practice, including first aid, the promotion of continence, infection control,
basic foot care, safe handling of medications, and care standards. Training Certificates are displayed on the wall outside kitchen. We hope residents will be happy with the care offered at Craighaven but if you have
any concerns, no matter how small please let us know. Members of staff on duty should be able to resolve minor problems immediately. Please do not hesitate to contact the manager, if your complaint is of a more
complex nature. If for any reason you feel unable to do this then the proprietor Mr Keith Brison may be contacted in writing at
4 Heath Terrace, Leamington Spa, CV32 5LY.

We will do our utmost to investigate and resolve any concern or complaint
immediately or within ten days. If we have been unable to do so within this period of time, we will keep you advised on the progress and conclude the matter as soon as we possibly can. The timescale should
be no longer than 28 days and you will be notified of the finding in writing.
At any time you may wish to consult the Care Quality Commission who are responsible for registering and inspecting the home or If a local authority funds your place at Craighaven you also have a right to access
that authority’s complaint procedure. Full contact details will be provided to you of our complaints procedure and full contact details upon admission. We also welcome comments and compliments.

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