COMPLAINTS PROCEDURE
 
  • Our care homes are committed to providing high standards of care and we are always seeking to improve them.
  • We welcome any comments or suggestions and we will endeavour to respond to them as soon as practically possible.
  • If you have any comments, suggestions or complaints, these should be addressed to the home manager.
  • All complaints will be treated seriously.
  • Verbal complaints will be responded to immediately and resolved if possible at the time.
  • Written complaints will be acknowledged by letter within 2 days. The home will then investigate the complaint and a letter will be sent to the complainant within 28 days. If the complaint cannot be resolved within this time frame the complainant will be informed.
  • If the complainant is not satisfied with the outcome of the investigation they can contact the Managing Director. Please contact:

    Mr Z Datoo
    Merlin Park Care Home
    1 Fort Road
    Gosport
    Hants
    PO12 2BT

    Tel: 023 9251 0344
    4
    Email: 
    numadacare@btopenworld.com
  • You may complain directly to the Care Quality Commission if you are not satisfied with the outcome:

    Care Quality Commission
    CQC South East
    Citygate
    Gallowgate
    Newcastle upon Tyne
    NE1 4PA

    Tel: 03000 616161
    Email:  southeast@cqc.org.uk
    Web:  southeast@cqc.org.uk
  • We can arrange for advocate support if a resident wants to make a complaint.
  • If your care is council funded you can contact your local Social Service Department:

    Gosport Office
    133 Stoke Road
    Gosport
    Hampshire
    PO12 1SD

    Tel: 0300 5551386

    Fareham Office
    Fareham Reach Unit 180
    166 Fareham Road
    Gosport
    Hampshire
    PO13 0FH

    Tel: 01329 514100

    Email: 
    info@hants.gov.uk
  • Once your complaint has been fully dealt with by Numada Healthcare, if you are not satisfied with the outcome you can refer your complaint to the Local Government Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service.
    The LGO Advice Team can be contacted for information and advice, or to register your complaint:

    Tel: 0300 061 0614
    Email: 
    advice@igo.org.uk
    Web:  : www.igo.org.uk

    The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.