Where to find us:

The Elite Care Co:

 

14 Brook Street

Cromer

Norfolk

NR27 9EY


Phone: 01263 512528

Fax: 0872 113 9800

Out of Hours: 07591 686812

Business hours : 10 am to 4pm Monday to Friday.

What's new?

Expanded business hours

We're now open earlier to serve you better.

New online presence

Now you can find current information about our services online.

Announcements

 

We are delighted to announce we have been shortlisted for the Norfolk Care awards 2017 in the category of 'excellence' in person centre care.

 

T Carver

Registered Manager

Our complaints Policy

Making a Complaint and Giving Compliments

·    We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

·    Our commitment is that:

All complaints will be taken seriously;

All complaints will be acted upon with fairness and impartiality;

You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days;

If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;

Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

·    Service Users and their representatives may take their complaints to persons in authority outside The Agency. For Service Users funded all or in part by Social Services or the Clinical Commissioning Group, complaints may in the first instance be directed to them. For privately funded clients, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the CQC. 

 

Director of Social Services:

North Norfolk District Council

Council Offices

Holt Road

Cromer

Norfolk

NR27 9EN

Care Quality Commission:

Care Quality Commission (CQC)
National Correspondence
Citygate, Gallowgate
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Fax: 03000 616171

Local Clinical Commissioning Group:


N H S North Norfolk C C G


 


1 Mill Cl, Norwich NR11 6LZ


 


01263 738100

The Local Government Ombudsman
PO Box 4771
Coventry. CV4 0EH
Tel: 0845 602 1983 or 024 7682 1960
Fax: 024 7682 0001
advice@lgo.org.uk

Advocates

·    Service Users have the right to access external agents who will act in their interests to help them solve problems, discuss concerns etc. The Registered Manager will be happy to provide information on local advocacy groups and other support networks.

·    Some of those currently known to us are:

Age UK Norfolk

Non-Profit Organisation

Address: 300 St Faiths Rd, Norwich NR6 7BJ

Phone:01603 787111

Rethink Bridges

Non-Profit Organisation

Address: The Vauxhall Centre, Johnson Place, Norwich NR2 2SA