Barchester Healthcare Employee Handbook: Resolving Concerns and Making Complaints

At Barchester Healthcare, we value open communication and strive to provide exceptional service and care to our residents and patients. If you have any concerns or issues that need to be addressed, we encourage you to speak up and let us know.

If you're experiencing an issue at one of our Scottish care homes, please inform a member of the team on site. They will do their best to resolve your concern as quickly as possible through informal conversations with you. If you prefer to make a formal complaint, you can contact the Care Inspectorate or our internal complaints procedure.

Making Complaints

Barchester Healthcare services in Scotland are registered with and regulated by the Care Inspectorate (CI). You can make a complaint on behalf of someone who lacks capacity within the meaning of the Mental Capacity Act 2005. Please note that complaints can be made by residents, patients, or individuals acting on their behalf, such as relatives, carers, or legal representatives.

Complaints Procedure

Our complaints procedure has three stages:

1. Written acknowledgement within 3 working days

2. Full response within 20 working days

We take all feedback seriously at Barchester and want to work with customers to resolve issues and improve our services for the future. If you're unhappy with the service, please contact the General Manager, Hospital Director, or a senior member of the team.

Sharing Compliments

If you have something positive to share about your experience with us, we'd love to hear from you! Please contact us by telephone at '02' or by post at Customer Feedback Team, Barchester Healthcare, 3rd Floor, The Aspect, 12 Finsbury Square, EC2A 1AS. We'll do our best to share your compliment with the team member involved and celebrate their excellent service.

By working together, we can ensure that our residents and patients receive the highest level of care and support possible. Thank you for choosing Barchester Healthcare, where thousands of team members are dedicated to helping them celebrate life.

Barchester healthcare employee handbook