Complaints
COMPLAINTS PROCEDURE
We pride ourselves on our high standards across the Evergreen Care group of nursing homes. And we work very hard to recruit and train people to the highest level of quality. However, we are all human – so we know that we will not get everything right every time, even with the best will in the world. And when we get it wrong, we want to know about it. Otherwise, we cannot take steps to ensure it doesn’t happen again and make sure we learn form it.
So we have a comprehensive but straightforward process to enable residents, family members, staff, support workers, advocates or any other relevant person to raise concerns about how we do what we do. We want your complaint to be heard in an open and transparent way and if it is upheld, for the situation to be rectified as best we can and in a similar fashion.
Speak to a member of the nursing home staff. You can talk to whomever you feel comfortable with, but if you could, speaking to the Person in Charge Niraj (or in his absence his deputy) will ensure you speak directly to the person who is responsible for the management of complaints. If you decide to speak to someone else, they will take your concern and then pass on the details to Niraj. Niraj can be contacted at the Nursing Home on 0429383991 or email: niraj@carlingfordnursinghome.ie
If you feel you would like to write your complaint, please feel free to do so. Letters should be posted to Niraj Domah. Carlingford Nursing Home, Old Dundalk Road, Carlingford, Co Louth, A91 C853. Detail exactly what has concerned you and try to include dates, times, names etc. On receipt of the letter, Niraj will contact you to discuss in person.
It is important that you be honest. We need to know the truth and promise we won’t take offence.
The Person in Charge (or his/her deputy) will contact you by phone or letter to let you know they will be investigating your complaint and to ensure they have all the details correct. During the process the PIC will maintain contact with you either in person, by phone or in writing.
All complaints are entered into the Complaints Book maintained at the nurses’ station. If your complaint includes details of a confidential nature, these can be referred to but actual details will be kept in your resident’s file for confidential reasons.
We aim to resolve complaints within 2 weeks of receiving the complaint. However, each complaint is different and more complex cases can take longer. The PIC will give you an estimated timeline when they talk to you first.
If the investigation is taking more time than originally thought, you will be informed.
If you are not satisfied with the outcome, we have our own appeals process. All appeals go directly to Rosetta Herr, Chief Operations Officer of Evergreen Care group. They can be sent in writing by post to Rosetta Herr. Carlingford Nursing Home, Old Dundalk Road, Carlingford, Co Louth A91 C853 or by email to rosetta@evergreencare.ie.
In all cases, if the complainant is unhappy with the outcome of the complaint, he or she may contact the Ombudsman at the following address:
The Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2.
If possible, we believe it is best to deal with things as soon as possible and in the easiest and most direct way. If you have a minor complaint, raise it with the person you are dealing with. He or she will try to resolve it for you there and then. If they can attend to it to your satisfaction, they will do that and inform the Nurse Manager on duty. A note will be entered on the resident’s nursing notes and no further action will be taken.
