The staff at the Prince of Wales Nursing Home do their utmost to ensure that our care, services, attention and courtesy provided to residents, and their families and friends, meet the highest standards at all times. We invite feedback on our care and services; please let our staff know of any comments you may wish to make.
We recognise that concerns do occasionally arise, and welcome them being brought to our attention at the earliest possible opportunity. Please discuss any concerns you may have with a member of staff as soon as possible. If the member of staff is unable to address your concerns immediately, he/she will bring the concerns to a more senior member of staff who can take the necessary action.
If you feel the concerns require addressing as a complaint, please ask to see the senior carer or nurse on duty, who will be pleased to discuss your concerns and advise how they will be addressed.
If you wish to make a formal complaint, please write directly to:
Ms Alka Sahnan, Manager
Prince of Wales Nursing Home, 246 Prince of Wales Lane,
Solihull Lodge, birmingham, West Midlands, B14 4LJ – Telephone: 0121 436 6464
If you are not satisfied with the responses of the Manager and staff, or do not feel able to approach them for any reason, please write to:
Dr J M Kumar, Director
12 Mead Rise, Edgbaston, Birmingham, West Midlands, B15 3SD
Please rest assured that all concerns and complaints brought to our attention will be treated with the highest degree of confidentiality and respect, and will be addressed and responded to as soon as is possible. You will receive a written acknowledgement by return (two working days), and a full response within 28 days.
Should these lines of action not prove satisfactory to you, or you do not feel able to approach us directly, you have the right to make a formal complaint to the CQC, the statutory regulatory body, as follows:
Care Quality Commission
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Telephone: 03000 616161 – Fax: 03000 616171
You may also wish to contact the local authority as follows:
Solihull Metropolitan Borough Council, PO Box 18, Council House,
Birmingham, West midlands B91 9QS – Tel: 0121 704 6761
Please bear in mind that the sooner we are aware of your concerns, the quicker we can resolve them!