We welcome your views
At Quantum Care we seek to provide a high standard of care in our services for elderly people.

Suggestions and comments from our customers and their carers help us to ensure our services consistently meet their needs.

This procedure sets out how you can contact us to comment on our services or to make a complaint.

If you are dissatisfied with any of our services we need to know - if we don’t know something is wrong we cannot fix it.

If you wish to comment:

Who to contact

• In the first instance you should speak to the Home Manager or Duty Manager at the Home providing the service.
• Alternatively, you can contact:
  
  David Parry
  Director of Care & Development
  Quantum Care Limited,
  FREEPOST
  Welwyn Garden City,
  Hertfordshire
  AL7 1BR
  
  E-mail D_Parry@quantumcare.co.uk
  Telephone No: 01707 393293
  Direct Line: 01707 368212
  Fax No: 01707 368283

What will happen?

This will depend on the nature of the comments made, but any action required will be discussed with you.

If you wish to complain

Who to contact:

• If you have a problem, tell the staff member you deal with to see if it can be resolved straight away. If it is not resolved you may wish to make a complaint.
• If the complaint concerns one of our residents, please let the senior member of staff on duty know of the problem. They will explain how the complaint will be handled, by whom and when you will hear the result.
• Quantum Care expects the highest standards of conduct from all its employees and will treat seriously any concern that a customer may have about illegal or improper conduct.
• You should first bring your concerns to the Manager of the Home or service that you are receiving.
• If the complaint concerns another service, for example Meals on Wheels or Day Care, please contact the Manager of the Home providing that service.
• Complaints may be made by telephone, personal visit or letter.
• If the service concerned is not provided by one of our Homes, or if you do not wish to make the complaint to the Home Manager, you should contact:
  
  David Parry
  Director of Care & Development
  Quantum Care Limited,
  FREEPOST
  Welwyn Garden City,
  Hertfordshire,
  AL7 1BR
  
  E-mail D_Parry@quantumcare.co.uk
  Telephone No: 01707 393293
  Direct Line: 01707 368212
  Fax No: 01707 368283

What will happen?

• Your complaint will be recorded, investigated and a full report on the outcome given. Complaints to the Home will usually be dealt with in 2 weeks.

If your complaint was to the Home Manager and you are not satisfied -

• Contact David Parry, Director of Care & Development, at our Head Office.
• David, or one of his team, will investigate and offer to meet you to discuss the complaint, and will report back to you with the results, and/or proposed remedy within 4 weeks.

Further steps

If you are still not happy with the outcome, you can contact the Commission for Social Care Inspection at any time: