We at Green Bank Care Home work hard to deliver
the highest standards of care to those in our care. However, we may
not always get this right. We therefore need your help in drawing
our attention to issues that concern you.
Green Bank promotes a policy that enables any
resident, family member or visitor to our home to lodge a complaint
or raise a concern about any aspect of our service, or the manner in
which care is provided.
In most cases, problems can be easily resolved
through informal discussions with the home.
By talking with a member of staff, the person
in charge of the shift, or the Home Manager, we can often clear up
any issues quickly and to everyone’s satisfaction. We will do all
we can to sort things out for you and put your mind at rest.
However, there may be occasions when you feel
that you need to take matters to a higher level. If you do not wish,
for any reason, to talk to staff, or you have done so already and the
problem remains, you should put your complaint in writing, or via
email, to the Home’s Manager:
Green Bank Care Home
11 Hastings Road
Bexhill on Sea
A complaint must be made within 12 months of
(a) The date the event occurred, or (b) The date the event came to
the notice of the complainant. In exceptional circumstances, Green
Bank will allow complaints to be made outside of this time limit
(e.g. the complainant can give good reason for not making the
complaint within that time, and there still exists evidence for the
matter to be fully and fairly investigated).
What you should expect from us:
Any party making a complaint will be treated
fairly, with dignity and respect.
All concerns and comments will be taken
All communications between the complainant and
home will be treated in the strictest confidence – the only
exception being when the information reveals that something has
occurred which requires the intervention of other external bodies
(e.g. the police, if a crime is alleged to have occurred; or the
local authority’s safeguarding team, if an incident of abuse is
alleged to have occurred).
The complainant will receive an
acknowledgement from the management team that your complaint has
been received (Usually within 3 working days of the complaint having
been received). This can be done verbally, face to face with the
resident/relative involved, via a phone call from the Home Manager,
or in writing.
The Home Manager will take responsibility for
managing the complaint, and overseeing the investigation. Where the
complaint is against the Home Manager – or you feel that the
complaint should not be dealt with by him - the matter will be
investigated by the Home’s owner (Mrs S J Pillow).
All investigations will be conducted promptly,
thoroughly, openly, honestly and objectively.
Once the investigation is complete, the
Manager will make every effort to send the complainant details of
the outcome of the investigation (usually within 21 working days).
Where this is not possible (e.g. where the complaint is of a serious
or complicated nature, and requires more time to investigate), the
home will provide an update on the progress being made at regular
All investigations will be fully concluded
within 6 months.
Appropriate action will be taken without
Green Bank will promote a culture of learning
from complaints so that, where necessary, its services can be
improved when complaints are raised.
Local Government Ombudsman service
If you feel that, despite our best efforts, we
have not resolved the complaint to your satisfaction, you can take up
the matter with the Local Government Ombudsman (LGO). The LGO is an
independent, impartial and free organisation which investigates
complaints against local authorities, including all types of adult
social care providers, when they have not acted properly or fairly,
or have provided a poor service. The LGO will only investigate
complaints where the care provider has had the opportunity to
investigate and resolve the complaint under its own complaints
If the LGO finds that a fault has occurred in a
case, they can get the organisation to:
Provide an explanation and acknowledgement of
what went wrong; or
Take action to put the matter right, including
giving an apology; or
Improve its procedures so that similar
problems do not happen again.
Although the ombudsman service does not have
any formal powers to enforce its recommendations, they are usually
Contact details of the Local Government
P O Box 4771, Coventry, CV4 0EH
Tel: 0300 061 0614 or 0845 6021983
If a resident’s fees are paid by the Local
Authority, or if the Local Authority has been involved in the
resident’s care plan, the resident or their family can make a
complaint to the Local Authority, under the Local Authority’s
complaints procedure. The Local Authority will not consider the
complaint if it is already being dealt with by the Local Government
The local authority’s safeguarding team will
also investigate serious complaints involving allegations of abuse,
exploitation or neglect against residents.
Adult Social Care
St Mary’s House, 52 St Leonards Road,
Eastbourne, BN21 3UU
Tel: 0345 6080191