We talk regularly to our residents and families to gauge feedback on any aspect of life at the home, and also survey them at least once a year to gauge levels of satisfaction and see where improvements can be made.

We also hold regular residents’ meetings and consult them on decisions relating to the home, such as décor and facilities, for example.

Feedback forms or ideas boxes are made available at reception, and we encourage visitors to make comments when they sign into our Digital Reception system. Generally, the home manager is the person to talk to about any major concerns or complaints, but all our staff should also make it clear that you can talk to them, too.

Finally, families who use our Relatives Gateway to access their loved one’s care notes can also ask questions and make comments direct to the care team using the system.

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