At Excelcare, we recognise the importance of recording kind words and letters of thanks which we receive from residents, family and friends. We value the opinions of visiting professionals and encourage everyone to share their thoughts on our services. Learning from your experience enables us to continually develop our teams and our care homes.

You can send us your feedback in a variety of ways:  
 

Compliments

We love to hear about how we have made people smile, and we will always share your feedback with the individual or team your compliment relates to and reward their hard work. Our team are proud of the job they do, and these compliments make a huge difference to them.

If you would like to leave a compliment about your positive experiences, please fill in our contact form, send in your comments via post or by email to compliments@excelcareholdings.com.  We would really appreciate if you could leave a review on Carehome.co.uk or Google.
 

Concerns

Feedback is always welcome as an opportunity to improve what we do and how we do it.  We are dedicated to:

  • Being customer-focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking to learn and continuously improve
  • Sharing lessons learnt

We expect our team members to conduct themselves professionally and to deal with any concerns or complaints without prejudice and in line with our outlined complaints process. We commit to respecting and safeguarding your identity and interests at all times.

  • 1. Informal Resolution
  • 2. Formal Resolution
  • 3. Formal Review (Internal)
  • 4. Formal Review (External)

Raising concerns informally

If you are unhappy about any aspect of the services we provide, we invite you to talk to us in the first instance; we always try to be as open as possible and work in partnership to resolve any issues quickly and simply. By talking to, emailing or calling the Nurse/Senior in charge, or the Home Manager, we can often clear up any issues quickly.  They will discuss the problem with you and agree with you what to do next. Anonymous complaints will be investigated wherever possible.

We do understand it isn’t always possible to raise your concern directly with the care home team. If you are not happy to raise your concern at care home level, we encourage you to contact the relevant Regional Operations Director.  Their details are listed below, and they can be contacted to raise concerns.

Cambridge Region

Louise Jones

Phone:  07903 845 270

Contact via email

Essex Region

Helen Bennett

Phone:  07984 619 138

Contact via email 

London Region

Louise Bouthemy

Phone: 07943 656 807

Contact via email

Milton Keynes Region

Celia Hardill

Phone: 07852 501 745

Contact via email

Although this process is informal, we will still log your complaint on our internal system, and depending on the resolution, you will receive the outcome of your complaint in writing.

If you feel that your concerns have not been resolved, and you wish to make a formal complaint, please let us know that you remain unhappy and what we can do to put it right.

Raising concerns formally

When we receive your formal complaint, a formal resolution process will begin. We will send you a letter within three working days to confirm receipt and outline what you can expect from us, including expected timescales. From this point, we will continue to fully investigate your complaint and respond to you in writing with an outcome within 28 working days.

If we require more time to investigate your complaint/concern, we will contact you on or around day 20 of the resolution process, giving you an estimated response time and outlining the reasons why we anticipate a delay. During this time, we will continue to keep you updated on progress every 14 working days until the point where we have completed our investigation and have responded to you formally, in writing.

Should you remain dissatisfied following the outcome of your formal complaint, we ask that you request in writing a full review of the concern and outcome by a more senior member of the team (this person will be a member of the Senior Leadership Team and represents the office of the Chief Operating Officer).

The appointed person will handle your complaint personally and will write to you to confirm they have taken your complaint to the next stage in our process. They will re-examine the initial complaint, how the investigation was undertaken and review the evidence which was used to base the outcome of the initial complaint. It is likely that this person will contact you directly in order to gain a full understanding of the outcome you were seeking. In instances where a complaint is taken further, we will follow the same response times as outlined previously.

If you remain dissatisfied, you can refer your complaint to an external body by speaking with your Local Government and Social Care Ombudsman, or the Parliamentary Health Service Ombudsman (if you or your loved one’s place with us is funded by continuing healthcare). You can also contact the Care Quality Commission (CQC).

Cambridge

Cambridgeshire.gov.uk

Phone:  0345 045 5202

Essex

Safeguarding Adults Board

Phone:  0345 603 7630 

London

There are several Safeguarding Adults Boards across London. You can find their details by visiting your local authority website.

Milton Keynes

CCG Adult Safeguarding Lead

Phone:  01908 278724

The Care Quality Commission

Phone:  03000 616 161

Email: enquiries@cqc.org.uk

The Local Government and Social Care Ombudsman

www.lgo.org.uk/contact-us

Phone: 0300 061 0614

Complaints Policy

A full copy of our Complaints Policy can be obtained from the Home Manager and is also available in our Care Home Information Folder on Reception.  

We will help people who do not speak English or require a copy of our Complaints Policy in another format such as large print or need mediated access.

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