Chamarel Healthcare Referral, Assessment & Complaints Process
01.
Referrals can be made by professionals, families, or individuals themselves. We welcome enquiries via: 📧 enquiry@chamarelhealthcare.com
Our team reviews the referral to ensure alignment with our service philosophy and criteria. We then initiate a trauma-informed, PBS-led pre-assessment.
02.
We invite the individual and key supporters to visit the highlighted service(s), accompanied by our Assessment Manager. This visit includes:
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A warm welcome and tour of the home
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Introductions to staff and residents
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Space to ask questions and share hopes, concerns, and preferences
03.
Following the visit:
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A detailed assessment report is completed, reflecting the individual’s needs, strengths, and aspirations
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We liaise with commissioners and funding bodies to confirm placement viability
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Transparent communication is maintained throughout
04.
Once approved:
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We co-create a personalised support plan with the individual, their family, and professionals
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Transition planning begins, including visits, engagement activities, and emotional preparation
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We ensure the individual feels empowered and supported every step of the way
05.
This is the moment you receive the keys to your new home.
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Tenancy agreements are finalised
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The individual is welcomed into their new environment with care, celebration, and continuity
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Staff are briefed and prepared to support the transition
Feedback
We value every voice. Our complaints process is:
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Accessible: Raise concerns verbally, in writing, or via email
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Responsive: Acknowledged within 48 hours, investigated in line with CQC guidance
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Transparent: Updates provided throughout, with resolution aimed within 28 days
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Supportive: No one is disadvantaged for speaking up
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Escalation: We support onward referrals to the Local Authority, CQC, or Ombudsman if needed
Get in Touch with Chamarel Healthcare
If you're interested in our services or would like to arrange a visit, please fill out the form below or give us a call to schedule a consultation at our care home.