If I wish to make a complaint about a manager of a care home who do I go to when owner of CH won't listen?

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Every time I call the CH to enquire about my mother I am given wrong information by the manager. If I talk to the owner I am ignored also. The carers are fantastic but I feel they are badly treated by the manager & owner. This is a small private Residential Care Home so I don't know who to talk to for advise on this.

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Country mouse. Thank you for advise very helpful. Hopefully yes its just the change of manager but she is not approachable, the main thing is the carers are, maybe things will settle down, will be keeping close watch. Jan x
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Reply to frankie22
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Frankie22/Jan, all care homes are required to provide information on their complaints procedure. You should find it in the lobby or communal areas of the home, and/or among your mother's records.

You can also look up the home on the Care Quality Commission's website. You will find inspection reports and full information about the contact details of the home's owner and manager.

A change of management can cause all kinds of problems and disruption, so keep an eye on standards until things settle down. It might be no bad thing, too, to have a look around at alternatives just in case you need to move your mother at some point.
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Reply to Countrymouse
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Hi everyone & many thanks for advice given. I visit mom 3 times a week and get all of what I need to know from the carers. This is a residential CH in the UK & not a nursing home, so staff are not medically trained. The manager is new and rarely on site. Although carers have complained to me about manager & owners they have not asked me to complain as they need their jobs and I would never compromise that, they care about the residents and do a very difficult job under these circumstances & I cannot fault them. This new manager does not communicate with them so hasn't a clue as to how residents are. I shall take all advise given on board and many thanks to all. Best Wishes Jan x
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Reply to frankie22
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Go directly to the Department of Aging and Disabilities. File a complaint. They will send out an investigator. But sure you get the name and phone number of the local agency the Dept of Aging and Disabilities will be referring your case and get the case number. I’d wait no longer than 7-10 days before following up. Squeaky wheel and all that. If they’ve done nothing wrong, no harm no foul. They don’t know who filed the complaint. Trust me if there are discrepancies they will be addressed along with a fine and a state sanctioned inspection. Get peace of mind. But keep in mind you must have a legitimate complaint. Fact check and make sure all ducks are in a row before you contact them. Hearsay and “I think” will not work.
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Reply to jellybean18095
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Every facility like this is licensed by the state. Contact that agency.
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Reply to vegaslady
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Frankie, how do you know that you are being given wrong information by the manager"? Are you comparing it to your on site observations? The manager might be a nonmedical person and not capable of providing the information you want, but there should be someone in charge of the medical staff who can. Try that approach, as well as those suggested by the others.

I too was present a lot on site, and toward the end, every day unless I wasn't feeli
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Reply to GardenArtist
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The best way to keep tabs on you mom’s condition is to visit her. I visited my mom 2-3 times a week. I was very visible at the facility and got to know both nursing supervisors and 95% of the aides, including the ones assigned to my mom’s care. I never went into the facility with the idea of finding things wrong with her care, but because I was there in person so often, and asked most of my questions in person, I got very reliable answers. I agree with DeeAnna. Unless any of the staff has asked you to intercede on their behalf, or you have witnessed serious verbal abuse of them, don’t interfere. And, be aware that if you file a complaint against the manager/home, you could be asked to remove your mom. 
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Reply to Ahmijoy
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So your Mom is getting excellent care, but you feel that the nursing staff are being "badly treated by the manager & owner". Has any of the staff asked you to file a complain for them?

If your Mom is not receiving proper care, then I can see a good reason for you to contact the manager &/or the owner OR someone outside of the facility. But if it is the staff that is being "mistreated", then it really isn't your place to talk to the manager &/or the owner OR someone outside of the facility (unless one or more of the staff members have asked you to do so.) You could end up jeopardizing staff members' employment at the facility, or the facility could be closed down by an outside authority. You may be opening a can of worms that you might later wish that you hadn't.
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Reply to DeeAnna
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Most nursing homes have an Ombudsman which is an outside person who handles issues within the facility. They are not employed by the facility. However, since your mom's facility is a small, private residential care home they may not have an Ombudsman but it's worth looking into.

The people you are reaching out to should be forthright with their information. You deserve to know how your mom is doing. Have you tried approaching the nursing supervisor?
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Reply to Eyerishlass
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