Your views are very important to us. The best way to evaluate our service is for service users and their relatives to communicate directly with us. We are always interested in what you think, so please let us know.


Quality Assurance


To regularly improve the quality of our service we will annually audit our service every March with anonymous questionnaires. The results will be available in a booklet entitled ‘Quality Assurance Stakeholder Survey’ that can be found on display with our inspection reports at the entrance to the Home.



Complaints Procedure


Lugano Care Home has a complaints procedure and it is located in the office. If you are dissatisfied with any aspect of our service please contact the Manager, Stephanie, in the first instance. Stephanie will respond to a formal complaint in writing within 48 hours and will hope to resolve your complaint with 28 days of receipt. If you are still dissatisfied you can contact Michael Brook or David Pearce.


Alternatively, you can contact CQC (contact details are below) or the Ombudsman to resolve your complaint.


CQC contact details:


CQC National Customer Service Centre 

NE1 4PA.

Tel: 03000 616161

CQC National Complaints Team will make contact with you to discuss your complaint  and confirm how CQC will respond to you.

If you are still not happy?


If you remain unhappy with the outcome of your complaint, you can contact the Parliamentary and Health Service Ombudsman (PHSO) via your local Member of Parliament. Visit the PHSO website to find out how.