The Registered Manager or MSH Health Care may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will formally acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree on a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
Details of the findings
• Any action we have taken
• Our proposals to resolve your complaint
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. However, we will consider whether you had a good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
At any stage during the process, if you are not happy with the way the service is dealing with your complaint, you can contact the Register at:
MSH Health Care 85 Market Street Dalton in Furness Dalton in Furness LA15 8DL
Once we have dealt with your complaint, if you are not happy with the outcome, you can refer your complaint to the Local Government and Social Care Ombudsman and ask for it to be reviewed. The Local Government and Social Care Ombudsman provides a free independent service.
You can contact them at:
The Local Government and Social Care Ombudsman PO Box 4771 Coventry CV4 0EH Tel: 0300 061 0614
Complaint form: https://www.lgo.org.uk/complaint-form
NB: The Ombudsman will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.
MSH Health Care services are registered with and regulated by the Care Quality Commission. The CQC cannot get involved in individual complaints about providers but is happy to receive information about services at any time.
You can contact the CQC at:
Care Quality Commission National Correspondence Care Quality Commission (CQC)
Newcastle upon Tyne NE1 4PA Tel: 03000 616161
Fax: 03000 616171