We encourage service users, representatives, visitors, regulatory bodies and other stakeholders to give us their opinions and ideas. It is also important that we hear about areas of concern or complaints if we are to improve our service.
If you do have a complaint or are concerned about any aspect of the home, you should inform the Home Manager or, if unavailable, any senior member of staff. In most cases they will be able to address the issues immediately. You can contact them in person, verbally over the telephone or in writing. Please be assured that your concerns will be investigated thoroughly, and you will be advised of the outcome following our enquiries.
We will make every attempt to resolve your complaint as quickly as possible.
Should the Home Manager or staff team at the home be unable to resolve the issue, or if you choose not to contact the home, please address your concerns in writing to:
Ms Diana Adlam
Aster Healthcare
Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT
M: 07852571994
Tel: 0193 225 3403
Email: diana.adlam@aster.hikesol.com
or
Mr Dan Lipscombe
Operations Manager
Aster Healthcare
Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT
M: 07782639183.
Tel : 0193 253403
Email: operations.manager@aster.hikesol.com
Once your complaint has been fully dealt with by Aster Healthcare, if you are not satisfied with the outcome you can complain to the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You can contact the LGO Advice Team for information and advice, or to register your complaint.
Tel: 0300 061 0614
Email: advice@lgo.org.uk
Website: www.lgo.org.uk
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers but is happy to receive information about our services at any time. You can contact the CQC at:
Care Quality Commission National Correspondence
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Tel: 0300 061 6161
Website: www.cqc.org.uk/contactus.com
