Merling Care Homes - Company Information

Complaints policy

Merling Care Homes understands complaints to be an expression of dissatisfaction requiring a response, communicated verbally, electronically, or in Complaints may be made by any Service Users, their families or advocates acting on their behalf, with their consent or in their best interests
Merling Care Homes takes complaints seriously. We will aim to put things right that have gone wrong and learn lessons to avoid the problem happening This policy sets out the framework for how Merling Care Homes will achieve this. The detail of how the service will do this will be found in the associated procedures
Merling Care Homes will comply with legislation, national guidelines, regulation and best practice when managing complaints and A systematic approach will be taken with all aspects of complaints and suggestions
Complaints or concerns by staff will be addressed via the grievance process if the complaint or concern relates to them individually, or the whistleblowing procedure where a protected disclosure is made
Merling Care Homes understands its statutory obligations in respect of the Duty of Candour and will ensure that it follows agreed policy and procedure
Where a complaint or concern is raised that relates to a Service User being harmed or likely to be harmed, Merling Care Homes will follow the Safeguarding Policy and Procedure at Merling Care Homes in addition to the complaints procedures, seeking advice and guidance from Safeguarding Adults team and raising a safeguarding notification where required. Merling Care Homes will also notify the CQC in line with its statutory duty.
Merling Care Homes will ensure that our complaints and compliments process is fair and transparent and does not discriminate directly or indirectly because of:
- Age
- Being or becoming a transsexual/transgender person
- Being married or in a civil partnership
- Being pregnant or on maternity leave
- Disability
- Race including colour, nationality, ethnic or national origin
- Religion, belief or lack of religion/belief
- Sex
- Sexual orientation

The complainant will feel free to complain without fear of reprisal and will be treated with courtesy, respect and compassion.

Privacy policy

Who we are

Our website address is: https://merlingcarehomes.co.uk.

Comments

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An anonymized string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: https://automattic.com/privacy/. After approval of your comment, your profile picture is visible to the public in the context of your comment.

Media

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Cookies

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Who we share your data with

If you request a password reset, your IP address will be included in the reset email.

How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.

For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

What rights you have over your data

If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Where your data is sent

Visitor comments may be checked through an automated spam detection service.