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Reference number: GFC-131626

Thank you for taking the time to contact the Care Quality Commission and for sharing your concerns about Jubilee Medical Group.
Why your information matters
The information about your experience of care is very important to us. By providing us with this information, you will help us improve the overall quality of care in England. You will also help us prevent poor care and abuse happening to others in the future.
How we use your information
Your information helps us decide what, when, and where to inspect. It may also inform our inspection reports on the quality of care being provided.
Exactly what we do with your information depends on how urgent it is and what it is about. If somebody is at immediate risk of harm or abuse and we are the first organisation to find out, we will tell the police or local authority, or both. We do this because police and local authorities have the legal powers to take immediate action to protect people at risk. We may also decide to take action ourselves in coordination with the police and local authorities.
There are a number of other actions we may also take. These include:
Asking the care provider to give us their response to the information.
Meeting the management at the care provider to discuss it.
Sharing it with other relevant agencies that need to know about it.
Carrying out an urgent inspection or bringing forward a planned inspection.
What happens next?
Your information has been passed to the Inspector for Jubilee Medical Group. We may get in touch with you to ask for more details. We will not do this in every case because we do not always need to get more details. Even if you do not hear from us, we will still be using the information that you have given us in our work.
You can sign up to get an email alert on Jubilee Medical Group at www.cqc.org.uk/content/our-email-alerts. If you subscribe to an alert, we’ll send you one email when we’ve inspected the service and another when we publish the resulting report.
Making an official complaint
If you have experienced or seen poor care, you have a right to complain to the organisation that provided or paid for the care. We cannot make these complaints for you or take them up on your behalf because we do not have powers to investigate or resolve them. The only exception to this is for people whose rights are restricted under the Mental Health Act. In certain circumstances, we can act on behalf of the person whose rights have been restricted.
If you do want to make an official complaint, our complaints leaflet (enclosed) will advise you who you should complain to and also suggests other organisations that can offer support and advice to you.

During the coronavirus (COVID-19) outbreak, it’s likely you will need to wait for your complaint to be accepted or processed. The public bodies that deal with complaints about health and social care are the Parliamentary and Health Service Ombudsman (PHSO) and the Local Government Ombudsman (LGO). Both of these bodies have paused some of their work during this period to avoid putting pressure on essential services.
What’s different during the coronavirus (COVID-19) outbreak

If you need to make a complaint about a health or adult social care service, there is likely to be a delay before it can be accepted or investigated. This is because the public bodies that look at complaints must avoid putting extra pressure on services during this period.

Our own offices are closed and our staff are working from home. This means we cannot send you letters by post. We would prefer to email you if possible. If you do not have access to email, you can call us on 03000 616161 to discuss other ways we can get in touch.

You can stay up to date with information about the coronavirus outbreak by visiting  undefined.

Should you wish to share any additional or new information please contact us at:

Telephone: 03000 616161
Fax: 03000 616171
Online: www.cqc.org.uk/sye
Thank you again for taking the time to share your experience with us.
Yours sincerely

Care Quality Commission

CQC uses personal data (information relating to identifiable living people) to allow us to carry out our role to make sure health and social care services provide people with safe, effective, compassionate, high-quality care and to encourage care services to improve. We have been given legal powers to collect and use personal data for this purpose.

You have a right to receive a copy of the personal data about you that we hold, or to ask us to correct, delete or not use your personal data. You can exercise these rights, or contact our Data Protection Officer, by email to information.access@cqc.org.uk or by contacting our National Customer Service Centre using the details above. If you are unhappy with how CQC processes your personal data, you have a right to complain to the Information Commissioner’s Office (www.ico.org.uk). 

We only share personal data with other organisations where it is lawful to do so and in accordance with our Code of Practice on Confidential Personal Information. We keep personal data secure and only store it for as long as it is required. We publish full information on our policies for processing, sharing and protecting personal data at undefined or you can find out more by contacting our National Customer Service Centre using the details above.


————– The contents of this email and any attachments are confidential to the intended recipient. They may not be disclosed to or used by or copied in any way by anyone other than the intended recipient. If this email is received in error, please notify us immediately by clicking “Reply” and delete the email. Please note that neither the Care Quality Commission nor the sender accepts any responsibility for viruses and it is your responsibility to scan or otherwise check this email and any attachments. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Care Quality Commission. Information on how the Care Quality Commission processes personal data is available here undefined



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