01288 488374 Mon to Fri, 9am-5.30pm
Residential Care: appleby.lodge@nhs.net
Home Care: homecare@applebylodge.net
Appleby Lodge, 157 Launceston Road, Callington, PL17 8DU
Get in touch
Complaints and Concerns
At Apple Lodge Rest Home, we believe in providing compassionate care and creating an environment where every resident feels valued and respected.
However, we understand that there may be times when things don’t go as they should.
If you are ever concerned about the care or service you or your loved one is receiving, we are here to listen and address any issues you may have.
Your feedback is important to us, and we take all concerns seriously. We want to make sure you feel heard and that any problems are resolved fairly and on time.
Sharing your concerns
If you have a complaint, concern, or suggestion, we encourage you to speak with us directly so that we can resolve the issue together. Here's how you can get in touch:
1. Talk to us
The quickest way to resolve any concern is often to talk about it. If something isn’t right, please speak to a member of our team. We will listen carefully to your concerns and work with you to address them. If needed, you can speak directly to the Residential Manager, who will ensure the matter is taken seriously and addressed promptly.
2. Formal Complaint Process
The manager will initially try to resolve the complaint informally by discussing the matter with the service user or their representative (the complaint will always be documented). The focus at this stage will be to “Problem solved” and agree on a way forward which is acceptable to all parties involved. It is expected that this will take up to 5 working days.
3. Investigation and Resolution
If the complaint cannot be resolved informally, it will be enhanced to an investigation. The manager will investigate the matter and discuss the outcome with the service user, some details may be withheld if confidentiality is compromised. It is expected at this stage of the procedure will take no longer than 14 working days. All service users will have access to a complaints form in the back of their files or via the website.
Appleby Lodge endeavours to resolve any complaint within 28 days and will always listen to complaints without prejudice.
During any procedure stage, the service user has the right to escalate the complaint to the care quality commissions.
We are regulated by the Care Quality Commission (CQC) and committed to meeting the highest standards of care. If you are not satisfied with our response, you can contact the CQC, which can look into your complaint independently. The CQC is the body responsible for registering, inspecting, and regulating domiciliary care agencies.
Contact the Care Quality Commission (CQC):
03000 616161
Lines are open Monday to Friday, 8.30 am to 5.30 pm, excluding bank holidays.
Appleby Lodge Rest Home
CQC Overall Rating: Good
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