Listening to our Residents and their Families
Nightingale Hammerson is committed to providing the best possible care and services to our Residents. We need to know your views on whether we are getting it right and would value any comments and suggestions on our services. We guarantee that all complaints will be thoroughly and promptly investigated.
The formal procedure for making a complaint is as follows: Stage 1 – It is preferable to pass any comments about our services to the Household Manager or senior person in charge of the Household in which you live (or your Relative lives). If the complaint is about the Household Manager, please contact the Nightingale House Registered Manager.
Stage 2 – If you are not satisfied with the response you receive from the first stage, you may put your comments in writing to the Nightingale House Registered Manager who will handle the matter directly or refer it to another member of the Senior Leadership Team.
Having received your comments, you may be invited to meet the Director of Care and put your points across directly.
Alternatively, you may wish to write to the Chief Executive of Nightingale Hammerson at 105 Nightingale Lane, London SW12 8NB. Every effort will be made to investigate the complaint as quickly as possible, normally within 28 days.
The person who made the complaint will be kept up to date with progress throughout the period of investigation. Please be assured your complaint will be dealt with in the strictest of confidence.