Where issues are raised, it is Encore’s policy to ensure that they are fully investigated and dealt with in a compassionate and effective manner. All staff receiving a complaint, either verbally or in writing must report this to the Home Manager as soon as possible.

Should you require support to make a complaint, the Home can provide details of independent advocacy services.

INTERNAL CONTACT DETAILS

Sara Muslin
Registered Manager – Great Oaks
Poole Lane, Bournemouth
BH11 9DP

Email: sara.muslin@greatoaksbournemouth.co.uk
Tel: 01202 087 444
Mob: 07387 019 855

Rachel Dryden
Chief Executive Officer
Encore Care Homes
170 Charminster Road,
Bournemouth
BH8 9RL

Email: rd@encorecarehomes.co.uk
Tel: 01202 531 635
Mob: 07387 104 985

James Hamilton
Operations Director
Encore Care Homes
170 Charminster Road,
Bournemouth
BH8 9RL

Email: jh@encorecarehomes.co.uk
Tel: 01202 531 635
Mob: 07839 742 923

EXTERNAL CONTACT DETAILS

Local Authority
The Complaints and Improvement Officer,
Commissioning and Improvement (Adults),
BCP Council, Civic Centre, Poole, BH15 2RT

Tel: 01202 261 159
Email: comments.adultsocialcare@bcpcouncil.gov.uk

NATIONAL

Local Government Ombudsman
PO Box 4771, Coventry, CV4 0EH

Tel: 0300 061 0614 or 0845 602 1983
(Monday – Friday 8.30am – 5pm)

Email: advice@lgo.org.uk

Complaints can also be made online via their complaint form at www.lgo.org.uk 

CQC
National Correspondence
City Gate, Gallowgate
Newcastle-Upon-Tyne
NE1 4WH

Tel: 0300 061 6161
Email: enquiries@cqc.org.uk