Complaints Procedure

  1. Each unit must display the Complaints Procedure and have a Complaints Book which will be held by the Administrators.
  2. New residents and their relatives must be issued with the Complaints Procedure on admission.
  3. Complaints should be seen as a positive contribution, to enable the company to meet customers’ needs.
  4. When a written or verbal complaint is received concerning a specific function, service, or member of staff, the receiving member of staff must take immediate action to ensure that the complaint is dealt with efficiently, effectively and in a fully informed manner.
  5. Staff should listen to the complainant then ask them if they would assist in completing a Complaint Record Sheet. A copy of the Company Complaints Procedure should be given to the Complainant.
  6. The person receiving the complaint should supply a file note in addition to the Complaint Record Sheet. A file or briefing note is particularly important where the complaint has been made verbally and should include:
  • The date, time and place where the complaint was received.
  • The name of the staff member who received the complaint.
  • A description of the nature of the complaint.
  • Brief details of the dialogue which took place between the complainant and the staff member.
  • The immediate action which was taken.
  • The complainant’s response to that action, i.e. are they satisfied with the action being taken.
  • Further action, commitment/contact which has been made with the complaint in order to resolve their problem.
  • Copies of all information received will be placed in the appropriate file.
  1. After completing a Complaints Record Sheet, the Head of Department or On Call Manager should be immediately informed.
  2. The Head of Department or nominated deputy will open a complaints file and send the standard written acknowledgement within one working day to the complainant.
  3. The Head of Department or nominated deputy will liaise and/or interview the appropriate staff and collect all information possible.
  4. The Head of Department or nominated deputy will contact and/or meet with the complainant to discuss their concerns more fully. Personal contact from the Head of Department/nominated deputy can often have a positive effect on the investigating process.
  5. A full reply containing the results of the investigation will be sent to the complainant within 21 days.
  6. In complicated investigations or where key staff are on authorised leave, the final response may be slightly delayed, and the complainant will be advised of this.
  7. If the complainant re-contacts the Head of Department after the final response has been sent refuting the final response, the complainant will be advised to contact a Director of the Company.



We are all aware that these are very difficult times and that nearly everyone has been affected in some way by the COVID-19 virus.

Here at PJ Care we are taking every precaution and doing all we can to ensure the safety and wellbeing of our residents and staff and their families and loved ones. We have put many new systems in place to ensure the wellbeing of all, including heightened infection control procedures, restrictions on visitors to our buildings and reducing staff movement between Units.

As a result of the inconsistencies in conducting tests and the inability to carry out antibody tests, we have taken the decision to cease all new admissions until the situation is clearer. We have taken this decision to protect our existing residents, all of whom are vulnerable and at high risk should the virus get into one of our buildings.

As with all aspects of the situation this will be reviewed daily by our board and senior management team, who are meeting daily via video conference to review the latest situation and make changes to our processes as required.

We provide our staff team, residents and relatives with daily updates and ensure that everyone is able to keep in touch as much as possible in the circumstances. If you have any concerns or enquiries relating to the current situation, please get in touch on

Staff access into our buildings is strictly controlled, and all other non-essential access is not permitted. Staff and residents are given regular health checks throughout the day to ensure they remain healthy and safe. Safe systems are in place to recruit and train temporary cover for staff who have to self-isolate. Our staffing numbers remain at our usual high levels.

While there are reports of shortages of some equipment and distribution by suppliers is rationed, we are confident that we have sufficient supply to meet the needs of our residents. We continue to do all we can to protect those in our care and the incredible people who look after them every day.

We will provide regular updates via our social media channels and on our website, but should you have any questions about anything we do please get in touch via the contact page on the website

Take care and stay healthy

Neil Russell