Complaints & Grievance Policy 

Complaints & Grievance Policy – Prime Care Home

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• Prime Care Home is committed to handling all complaints and concerns fairly, respectfully, and transparently. We believe that feedback helps us improve our services and maintain the highest standard of care.

• All complaints are taken seriously and treated with confidentiality.

• Complaints may be raised verbally or in writing by residents, families, or representatives.

• No resident or family member will be treated unfairly or differently for making a complaint.

• Staff must report any complaint immediately to management.

• The process is as follows:

• The complaint is acknowledged promptly.

• Details are recorded in the Complaints Log.

• An investigation is conducted fairly and objectively.

• All parties involved are listened to respectfully.

• Appropriate action is taken to resolve the issue.

• Feedback is provided to the complainant regarding the outcome.

• If the complainant is not satisfied with the initial response:

• The complaint may be escalated to higher management.

• Further review and action will be taken where necessary.

• Prime Care Home ensures that:

• Complaints are never ignored.

• Residents’ dignity and safety remain the priority.

• Problems are used as opportunities for improvement.

• A culture of openness and trust is maintained.

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This policy guarantees that every concern is addressed in a fair, professional, and compassionate manner.