We're committed to delivering the highest standards of care for the people we support and their loved ones.
However, we recognise that sometimes things can go wrong.
We promise that if we make a mistake, we’ll be open and honest about it. We’ll tell you what has happened and how we’ll make things better.
If you’re unhappy about something at Exemplar Health Care, please let us know.
We'll take your complaint seriously and you won’t be victimised during the complaints procedure, or after it, regardless of the outcome.
You can request a copy of our complaints policy from your Exemplar Health Care home or by emailing enquiries@exemplarhc.com
Stage one: speak to someone in the home
Please tell our care staff if you’re not happy. They can try and make things right for you.
If the care staff can’t help you, the Home Manager will try and sort things out.
You can do this in person or by email, letter or phone – you can find the contact details of our homes on the Find a care home webpage.
We’ll look into your complaint within 28 days. We’ll write to you to tell you what we’ve found.
Stage two: if you want to appeal the decision
If you’re not satisfied with the response from the home, you can contact Donna North, Head of Quality, in writing at FAO: Donna North, Ferham House, Kimberworth Road, Rotherham, S61 1AJ or dnorth@exemplarhc.com
Donna will log the complaint, review the response and investigate further if needed.
We’ll communicate the outcome with you in writing.
Stage three: taking your complaint further
We really hope it doesn’t get to this stage, but if you’re still not satisfied, you can refer the complaint to the Government Ombudsman.
Government Ombudsman website: www.lgo.org.uk
Government Ombudsman telephone: 0300 061 0614
Other ways to feedback
Your local council
If you're unhappy with the response from Exemplar Health Care, you can also contact your local council.
Local councils are responsible for all public services and facilities in the area, including health and social care services.
Care Quality Commission (CQC)
CQC checks that care homes are giving good health and social care to people.
You can tell them about your care.
Telephone number: 03000 616 161
Email address: enquiries@cqc.org.uk
Website: www.cqc.org.uk/give-feedback-on-care
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