Complaints Procedure

Whilst we strive to ensure that our service is as bespoke and individual as it can be in order to meet your needs and requirements, we also understand that sometimes things do not always work as we intend them to and as such there may be times when you feel it necessary to bring these instances to our attention.

We welcome your feedback and would like you to know that we would prefer to hear from you with any concerns you may have no matter how small.

If you do have any concerns this is what you should do and how you should expect us deal with it.

In the first instance and if you feel it is appropriate to do so please report your concerns to the member of staff who is with you at the time.

If you feel it is not appropriate to inform them or if you have informed them and you are not satisfied with the outcome then please contact:-

The Home Care Service Coordinator by telephoning either 818063 or 474107.

If you feel they have not taken the necessary action in respect of our concerns or if you feel the matter is more serious then please contact:-

The Director of Brookfield Home Care Service by telephoning 818063 or by writing to:-

The Director
Brookfield Home Care Services
Brookfield Nursing Home
Claughbane Drive
Ramsey IM8 2RE

Or call into the above address during working hours.

If you feel you do not wish to report the matter to Brookfield or wish to speak to someone independent then you are free to contact:-

The Registrations and Inspections Unit
3-4 Hill Street
Douglas
IM1 4QA
or telephone 642422.

In all instances and however you chose to inform us we will treat your disclosure with the strictest of confidence and will ensure we respond within 28 days of the complaint at the latest.