At Pentlow we strive to improve the services we offer our residents and relatives and welcome any suggestions for changes and comments that you may have.

We hold the Investors in People award and ISO 9001, which requires external assessment against set standards that we adhere to and monitor. In addition, we have in place a complaints procedure, which can be found in the Service User Guide.

Our Commitment to Quality Customer Service Complaints Procedure

We at Pentlow Nursing Home work hard to deliver the highest standards of care to you and your relatives. We understand that being sure that your relative is well cared for is a vital priority for loved ones – it is for us too.

However, we may not always get this right, and therefore we need your help in drawing our attention to issues that concern you. We ask that if you feel that you have any cause for complaint regarding an aspect of our service or the manner in which it is provided to let us know.

In most cases problems are easily solved through talking to you and your carers. However, there may be times when you need to take matters to a higher level. If so please ask to speak to the General Manager or telephone or write.

We will endeavour to resolve the issues quickly and sympathetically. Our aim is to improve the service that we provide where necessary. As a result, we have added to our existing Customer Complaints Procedure available in the home with an additional contact point through our web site. Complaints with be dealt with by both the Manager and the Operations Director.

Complaints may be made either orally, by e-mail (see below) or in writing to:

Mr. Barry Lambert

Chief Operations Officer

Canford Healthcare plc

2-6 Cromer Road

Branksome

Poole BH12 1NB

England

Phone: 01202 545967

In the case of an unresolved complaint, details of your local Nursing Homes Registration Authority and the Ombudsman who will investigate the complaint on your behalf are set out below.

Commission for Social Care Inspection

Maidstone local office

The Oast

Hermitage Court

Hermitage Lane

Maidstone ME16 9NT

The Health Service Commissioner (Ombudsman)

Millibank tower,

Millibank,

London,

SW1P 4QP