Your Voice Matters
Complaints Procedure
We are committed to providing the highest standard of care. If you have a concern or complaint, we want to hear from you and resolve it as quickly as possible.
Our Commitment to You
At Greenhill Park Residential Care Home, we take all complaints and concerns very seriously. We believe that feedback — positive or negative — helps us to continually improve the care and services we provide to our residents and their families.
All complaints will be handled with sensitivity, confidentiality and respect. You will not be treated any differently as a result of raising a concern, and we will not discriminate against anyone who makes a complaint in good faith.
How to raise a concern
Our Step-by-Step Process
Informal Resolution
In the first instance, we encourage you to speak directly with the member of staff involved, or with the Registered Manager. Many concerns can be resolved quickly and informally at this stage.
Formal Written Complaint
If your concern is not resolved informally, you may submit a formal written complaint to the Registered Manager by post or email. Please include your name, contact details, a clear description of your complaint, and the outcome you are seeking.
Acknowledgement
We will acknowledge receipt of your formal complaint within 3 working days and provide you with the name of the person investigating your complaint.
Investigation
A thorough and impartial investigation will be carried out. We aim to provide a full written response within 28 days. If more time is needed, we will keep you informed of progress.
Resolution & Learning
We will share our findings and any actions taken. We take all complaints seriously as an opportunity to learn and improve the care we provide.
Get in touch
How to Contact Us
Independent support
External Bodies
If you remain dissatisfied after our internal process, you have the right to escalate your complaint to the following independent organisations.
Care Quality Commission (CQC)
The independent regulator of health and social care in England.
www.cqc.org.uk | 03000 616161
Local Government & Social Care Ombudsman
For complaints about adult social care providers.
www.lgo.org.uk | 0300 061 0614
Worcestershire County Council
Adult social care commissioning authority for the local area.
01905 822666