Your feedback is important, and it helps us to improve. Equilibrium Healthcare (EHC) will ensure that any complaints it receives are handled in a fair, equitable and timely manner, and in accordance with the criteria for effective Complaints Handling in line with regulatory guidance.

Who can make a complaint?

Any external professional, family member, carer or member of the public can make a complaint about Equilibrium Healthcare (EHC) services.

Representatives of service users can also make complaints about EHC’s services under the following conditions:

• Where they know that the service user has consented, either verbally or in writing
• Where the service user cannot complain unaided and cannot give consent because they lack capacity within the meaning of the Mental Capacity Act 2005, and the representative is acting in the service user’s best interests – for example where the matter complained about, if true, would be detrimental to the service user.

How to make a complaint

You can make a complaint:

• By contacting the service and speaking to a member of staff
• By writing to the Registered Manager at the service postal address
• By emailing the service Registered Manager
  • Moston Grange Nursing Home
  • Oakland House Nursing Home
  • The Fallowfield Project
  • Bridging Point

Posters advising on the complaints process can be found in the reception areas of all services.

Our response

All complaints will be investigated and responded to within 20 days of the complaint being received. If, for any reason, the 20-day period needs to be extended, the Registered Manager will inform you of this in writing, explaining the reason for the delay.

Once the investigation has been completed, the Registered Manager will provide you with a full written response.

If you are dissatisfied with the response

If you are not satisfied with the outcome of your complaint, you can write to the Parliamentary and Heath Service Ombudsman (PHSO) who provide a free, independent service. The PHSO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters. 

The PHSO service is registered and regulated by the Care Quality Commission (CQC) and can be contacted as follows:

Helpline: 0345 015 4033

Website: https://www.ombudsman.org.uk/making-complaint

You can also contact the Care Quality Commission (CQC).

Citygate | Gallowgate | Newcastle upon Tyne | NE1 4PA 

Tel number: 0300 061 6161 

Email address: [email protected]

Further details and guidelines on the CQC complaints process can be found on: http://www.cqc.org.uk/content/complain-about-cqc