Bellavista operates a complaints policy, which seeks to comply with the revised regulations that came into effect on 1st January 2007 and CSSIW’s detailed “Complaint procedure and Guidance for Handling Complaints in”
If a service user, relative or visitor, feels that there is cause for complaint, we advise that they should first discuss the matter with the person in charge. If the matter is substantial or you remain dissatisfied, you can record the complaint in the Complaints Register, which is available from the person in charge.
A full investigation will be made into the complaint, and you will be advised of the outcome within 14 days of the date the complaint is made and all the complaints procedure will be completed at the latest within 35 days from the date the complaint received.
All concerns are referred to the relevant care manager and to the CSSIW.
If after steps undertaken by the home, you are still not satisfied (or if you feel that the complaint is of a serious nature and you wish to speak to a registration officer first) then you should contact CSSIW directly: See below:
Care and Social Services Inspectorate for Wales (CSSIW) Mid & South Wales Rhud y Car Merthyr Tydfil CF48 1UZ Tel: 03000628888 Fax: 03000628548
A copy of Bellavista Care Home complaint procedure is on display in the home.