The following underlying principles of person-centered care are close to our hearts and minds as we live with and care for our residents:
Residents are encouraged, and assisted, to give us feedback and ideas to help us provide the type of home, environment and care that meets their individual needs. This is why we encourage open communication with the resident voice being central to how we manage and develop our services and facilities in each Home.
There are a number of ways in which residents, and residents’ families, can share their views and raise any concerns or complaints they may have.
As well as daily communication and meetings specific to individualised care planning, we have a resident/relative meeting every quarter at a minimum.All residents are invited and encouraged to participate. This is a structured meeting which allows for open and honest communication about any comments or concerns people may have.
Notes taken at the meeting are shared with all residents and their relatives. In addition, feedback and suggestions are discussed with the management team to address any issues raised.
Should anyone have individual comments/concerns which the person does not wish to raise at the resident’s/relative meeting then there are many opportunities to raise such issues directly with staff including the Home Manager. For general feedback there is also a suggestion box located at the reception in each Home.
When a person has a concern or complaint, the Home Manger is the first point of contact as that is the nominated person who will investigate any complaint arising in the Home. If for any reason a person is not satisfied with the response from the Home Manager and feels that the compliant has not been handled in an appropriate manner then they may request a review via the Complaints Appeals process.
The complaints policy and relevant contact details for key staff are displayed in the reception area and within each Home.
HIQA welcome information about any designated centre. While they do not have the power to investigate individual complaints, they do evaluate whether the information indicates non-compliance with the Health Act 2007 (Care & Welfare of Residents in Designated Centres for Older People) Regulations 2009.
If you feel you have been unfairly treated, or you are not satisfied with our decision on your complaint, the Ombudsman is another contact point. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures. The Ombudsman provides an impartial, independent and free complaints handling service.