At The Pavilion Project we aim to provide a quality adult day service. It is hoped that service users, parents or carers will feel comfortable enough to discuss concerns or issues they may have or if they feel the service falls short of expectations, with the manager, Lorna Robinson directly.

Often a concern is a simple misunderstanding that can easily be resolved.

It is best not discuss matters in front of service users or other staff so arrangements to meet at a more convenient time to talk can be agreed, for example in the evening or at the weekend.

It is a requirement at The Pavilion Project that all complaints are logged along with the outcome and any action taken. There is a complaints logbook for this purpose. Should you have any complaints or concerns (however minor) they will be recorded in the logbook and the person making the complaint will be asked to read and sign the entry. These records will be available to show any Inspectorate from the relevant local council or safeguarding team.

If you feel that you are unable to talk to the manager, or that after talking, the matter remains unresolved, then you can talk in confidence to:

Trafford Learning Disability Team
Tel: 0161 912 2810

Trafford Screening Team
Tel: 0161 912 5199

Trafford Safeguarding Team
Email: trccg.safeguardingadults@nhs.net
Tel: 0161 912 5125

For Manchester and Tameside Councils, please access their websites to gain the relevant contact information.

Although the CQC (Care Quality Commission) do not currently register or monitor day service provision (manager’s preference would be for registration) they may give advice or log a complaint. They may contact the service for further information and they may forward the complaint to other agencies for follow up.

Contact details can be found here.