Our aim is to provide the highest standards of care and service to our residents. To ensure that the service we provide matches your needs and expectations, we welcome any comments you may care to make.
We recognise that there may be times when we fail to match our and your expectations. If this happens, we will try to resolve any concerns you may have as soon as possible.
Often people feel happier about making a suggestion for improvement rather than entering in to a more formal complaint. Anyone receiving services and their friends and family may make a suggestion at any time. Our Registered Managers, Hannah Yu and Arlene Pajarillo are always happy to discuss any comments, concerns or other feedback. However, we also have a Comments/Suggestion box which you can also use. This can be found in the reception area and any comments/suggestions can be left anonymously. If you do choose to provide your contact details, we will contact you to the extent any action is necessary.
The Airedale assures you that residents and their families will not have their services withdrawn/reduced for making a complaint in good faith. However, if you wish to make a complaint at any time, the following outlines the action you should take and how we will respond. A complaint may be made orally, in writing or by email to the Registered Managers (Hannah Yu and Arlene Pajarillo).

If possible please discuss the problem with one of our Registered Managers who will do their best to resolve the problem immediately. In their absence, please approach the senior staff member on duty, or put your complaint in writing to:

The Airedale Nursing Home
44 Park Avenue
MK40 2NF

or e-mail to office@airedalenursing.co.uk

Following the submission of a complaint:

  • A Registered Manager will look at each complaint, and will identify an appropriate person to investigate.
  • If a complaint is made verbally then a written record will be made, and a copy of the written record will be sent to you by letter or e-mail within 3 working days.
  • All complaints will be acknowledged within 3 working days and you will be given the name of the person investigating the issues raised.
  • All complaints will be investigated by a person with sufficient seniority to resolve the issues and you will be kept informed as far as reasonably practicable, with regards to the progress of the investigation.
  • The expected time for complaints to be dealt with will be 28 days. We aim to conclude all complaints within 6 months unless a different deadline is agreed during the 6 months for a reason.
  • If we uphold your complaint, we will tell you what action we are taking to put matters right and to ensure as far as possible similar issues do not re-occur.
  • A complaint will not be considered if it is made later than 12 months after –
  • The date on which the event occurred
  • If later, the date on which the event came to the notice of the complainant. The time limit will not apply if the Airedale is satisfied that:
  • The complainant had good reasons for not making the complaint within that time limit; AND
  • Despite the delay, it is still possible to investigate the complaint effectively and fairly.
  • Should any matter raised suggest possible abuse or neglect may have occurred, we will immediately refer the matter to social services, who have a legal responsibility to act as the lead agency in investigations relating to suspicions of abuse under the Safeguarding of Vulnerable Adults procedures.
  • The Airedale may invoke their staff disciplinary procedures where a complaint indicates that our staff may have been directly at fault. A Registered Manager would be happy to make themselves available if you require assistance with the understanding of the complaints procedure or any advice on where you may find further information.

For further advice or support you can also contact:
Age UK Information & Advice on free-phone: 0800 169 6565.
Action on Elder Abuse also provides a national, free-phone helpline (0808 808 8141) for anyone concerned in any way about the abuse of older people, whether in their own homes, sheltered housing, care homes and hospitals. Their lines are open: Monday-Friday, 9am-5pm.