Complaints / Accolades Procedure
The Lawrence Home Nursing Team aims to provide the highest quality of care to meet the needs of our patients, their relatives and friends. Your feedback assists us to identify any aspect of our service provision that could be improved or is working well.
Should you wish to commend the service or if you have a complaint about the care you have received, please contact the Registered Nurse Manager, Wendy Palfrey in the first place.
Complaints will be handled confidentially and sensitively, only members of staff directly involved will know the details. In most cases complaints can be deal with straight away and you will receive a response within three working days. Should your complaint be unresolved, the Chair of the Directors will be informed. Within twenty-five working days you will receive written information on the outcome of any further investigation or an explanation of progress to date. Within two days of the completed investigation, you will receive a letter outlining any action taken to prevent recurrence of the situation.
The contact details are:
Wendy Palfrey Tel: 01608 641 549