Arbour Care Group recognises the importance of open and honest communication between it’s service users and their representatives, stakeholders or significant others. If you are not happy with any element of our service we encourage you to let us know. We have a robust complaints policy and in each home you will see posters in open view on how to go about making a complaint. Alternatively you can contact the Nurse Manager of the home detailing your complaint and she will respond to you in kind.
If you have complained to us and are not satisfied with our decision on your complaint it is open to you to contact the Office of the Ombudsman. The Ombudsman provides an impartial, independent and free service. By law the Ombudsman can examine complaints about any of our administrative actions or procedures as well as delays or inaction in our dealings with you. The Ombudsman’s remit relates to complaints about actions which occur on or after 24 August 2015. The Ombudsman cannot examine complaints about actions which occurred before that date with the exception of complaints eligible to complain under “Your Service Your Say” (Residents whose place is provided under a contract with the HSE).
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