Complaints
Complaints management is an essential part of any service, and in the provision of health care it is particularly important in underpinning the rights of service users, carers, families, staff or external bodies to address problems, errors or concerns without bias or fear of recrimination.
Within Castlebeck, the effective management of complaints is a key part of improving our services and ensuring swift, fair and genuine action if needed.
All staff are empowered to resolve complaints at the earliest indication of a problem. The intention is always to try to resolve the issue, to the complainant’s satisfaction including a swift apology if appropriate.
There is also the aim that the lowest number of staff practicable becomes involved, and the time to resolution is as fast as possible.
If you have a complaint, please contact the manager of the unit in question in the first instance or call 01325 252001.
