We will always try to provide the highest quality of care that we can, but recognise that sometimes things, as so often happens in life, do not go as we would wish. For that reason we have a complaints policy which all new Residents will receive.
Staff are always available to listen to the residents themselves, their families or visitors, and we would like to think that we can deal with any comments before they become complaints!
We try to ensure quality of care in the following ways:
Staffing:
• By the careful recruitment of staff
• Through the training and development of staff
• By ensuring that our staff know what is expected of them.
By providing Personalised Care for each resident:
• considering each Resident to be a unique individual,
• listening to each Resident / their Relatives about their needs
• regular assessment of the needs of each Resident
• the use of regular staff meetings to discuss the needs of all residents
• we produce individual care plans to provide each Resident with the care they need, bringing in support from outside the home as and if needed.
Through the provision of personalised care we try to ensure that each resident’s needs are met in the most appropriate way
We also periodically carry out a formal “Quality Assurance” survey, and act upon the findings
Above all, by listening to the views of our residents, their families and friends and responding to their thoughts and requests, we hope to ensure quality of care.