Giving us a compliment
We know we have many members supporting families and caring for residents/patients in a way that helps them celebrate life at Aspen Hill Village. If you have something positive to share or want to say a special thank you to someone we want to hear from you. We will always try to share your compliment with the team member involved and celebrate where things are working well and teams are delivering exceptional service and care.
Please contact the Home Manager at firstname.lastname@example.org or by post at:
Aspen Hill Village,
Raising a concern
We take feedback seriously at Aspen Hill Village and do our best to work with customers if issues occur, to put things right, and learn lessons for the future. If, despite our best intentions, the service does not meet your expectations and you are unhappy, we ask that you speak with the Home Manager in the first instance, as many issues can be resolved right away with a telephone call or meeting. Any concerns should be raised in good time (usually within 3 months) so that it can be addressed and resolved as quickly as possible.
Raising a complaint
Stage 1: Listening to you locally
If you have raised a concern that remains unresolved, it can be treated as a complaint. Please submit in writing to the Home Manager specific details on why you remain unhappy and outline what can be done to put it right. You will receive a written acknowledgement within 3 working days and we will aim to complete any investigation and provide you with a response within 20 working days. If for any reason we require more time, we will inform you as soon as possible.
We do understand it isn’t always possible to raise a complaint directly with the people involved in providing the care, so in that situation you are welcome to raise your complaint with the Customer Feedback Team and they will ensure it is allocated to the appropriate person.
Stage 2: Listening to you at a senior level
If, after a Stage 1 response is shared with you, you feel your complaint remains unresolved, you should contact the Director within 20 working days of receiving your written response. In raising a Stage 2 complaint you must outline concerns that have not already been investigated in detail and what you consider to be a suitable resolution. If appropriate, your complaint will be allocated to a Quality Team Member who will review why your complaint remains unresolved and hopefully reach a resolution. You will receive a written acknowledgement within 3 working days and we will aim to complete a review and respond within 20 working days. If for any reason we require more time, we will inform you as soon as possible.
If after Stage 2 you still feel we haven’t reached a resolution, you can refer your complaint to an external body:-
Local Government and Social Care Ombudsman will review complaints once all stages of Aspen Hill Village process have been followed. They can be contacted at www.lgo.org.uk or PO Box 4771, Coventry, CV4 0EH, or call 0300 061 0614.
Please note:- The Care Quality Commission for England are regulators and do not investigate individual complaints or concerns raised.
Please note: Complaints can be made by a resident or patient who is affected by an action OR a person acting on a patient’s/ resident’s behalf such as a relative, carer or a duly appointed legal representative. Complaints can be made on behalf of a person who lacks capacity within the meaning of the Mental Capacity Act 2005 as long as Aspen Hill Village is satisfied that the person making the complaint is acting in the best interest of the resident/patient.
Please note: the concerns and complaints process does not cover Aspen Hill Village employees wishing to raise a grievance regarding their employment or the running of the home. If you are an employee and would like to report any kind of information or activity that is deemed illegal, dishonest, or not correct you are encouraged to report your concerns, in confidence. Speak to the Home Manager / Director so that the concern can be effectively and promptly investigated at email@example.com.
If you are an employee who has a personal complaint about their own employment you should pursue your concerns through the Company’s grievance procedure, which can be found in the Employee Handbook.