Complaints Procedure

We recognize the right of all service users, relatives, representatives and members of staff to inform us of any problems or complaints they may have. We are always looking to improve our services. All comments, suggestions or complaints regardless of how small they may appear will be treated seriously and used to improve the service offered.

All complaints received will be recorded and investigated by the manager within 28 days of receiving the complaint. In the first instance every effort will be made by the home manager to rectify the complaint. The manager will make arrangements to discuss the outcome of the investigation with the complainant. However, if the home cannot rectify the complaint to the complainant’s satisfaction the complainant may at any stage contact the Commission for Social Care Inspection at the following

address;
Care Quality Commission
PO Box 1258
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel. General Enquiries 03000 616161
Website: www.cqc.org.uk
Contacts
You can contact Rupal (Registered Manager) or Sharon (Senior Deputy Manager) at Wall Hill who will make the necessary arrangements for you to visit the Home at your convenience.
You will then be able to view the home and see the services and facilities available. Any questions you may have can then be discussed in private.
Arrangements can also be made for you to spend a day with the Residents. Enquiries please to Rupal or Sharon
Company Directors, Dr and Mrs Garala
Registered Care Manager, Rupal Patel
Senior Deputy Manager, Sharon Jones
Address:
Broad Street, Leek, Staffordshire, ST13 5QA
Email Address: wallhill@btconnect.com
Telephone: 01538 399807
Fax: 01538 371499

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