Whether residents, their families and friends or our staff members, we like to hear what you have to say about the way we work, and importantly, act upon your comments or concerns.
Many people already provide us with valuable comments through letters, e-mails and cards which we are proud to receive, and we have also been encouraging people to add comments to the www.carehome.co.uk website – a ‘Trip Advisor’ for the care home sector or through NHS Choices.
We have also used regular one-off surveys, focus groups and meetings to gather feedback on what is working well and what can be improved.
Our management team recommends and welcomes inspection visits at any time, either announced or unannounced. In addition to the rigorous external inspection, we have a comprehensive monthly and annual audit programme, which includes obtaining valued feedback on the services we provide from our residents and their families.
Recently The Care Quality Commission (CQC) introduced a new inspection process which will collect survey data from residents, relatives and staff and social and healthcare professionals prior to an inspection visit (Visit the CQC website for further details).
Due to this new process being introduced, we are formalising the way we collect information and have worked in partnership with an independent company to develop surveys relating to each of our homes which will be available online.
There are a number of ways to access these surveys – online or by printing them off, and our staff members will have a hand held tablet available to enable people to fill in the questionnaire at their leisure.
We would appreciate your help and we will encourage people to fill these surveys in at any point in time.
These surveys are not intended to replace a simple conversation, so don’t forget, our managers also welcome comments and suggestions in person. Any concerns or issues that require immediate attention, please raise with the general manager or a senior team member.