Dream Community operates a fair and efficient complaints procedure which is accessible to all. Due to our constant monitoring of systems, we hope you will not need to use this process.
There are three stages to the Dream Community complaints procedure.
If you want to make a comment or complaint, contact Dream Community office with any concern relating to the service we provide.
Kareen Ghann, the Registered Manager, will take details of your complaint and reply to you, by telephone, email or letter.
If your complaint cannot be resolved within 24 hours, you can expect:
If you are not happy with the response to your complaint at stage 1
Contact Samuel Ghann, the Registered Provider, who will investigate the matter fully and negotiate an amicable agreement. Initial contact will be made within 2 working days of the referral. The completion of the investigation will take place within 28 days of the initial referral or sooner if possible.
You can expect:
Should you be dissatisfied with the outcome of stage 2
Contact Care Quality Commission, the regulatory body for Healthcare and Domiciliary Care Providers throughout the United Kingdom, who will then investigate the matter on your behalf.
Care Quality Commission
PO Box 1254
Newcastle upon Tyne NE99 5AR
Telephone: 03000 616161
Thoroughly, confidentially and resolved as quickly as possible
Staff will be able to use the Raising Concerns (Whistleblowing) policy if they have any anxieties about the practice demonstrated by colleagues.