Complaints, Feedback or General Comments, both Positive and Negative.
We are very keen to receive your feedback and comments. Comments and feedback enable us to continuously improve our service. We value both positive and negative comments.
We are committed to providing good quality personalised services but sometimes things may go wrong or you are not satisfied.
We have done something wrong
We haven’t done something we should have done
We have not treated you in a caring, professional manner
We will take all complaints seriously
We will investigate them thoroughly
We will inform the complainant about the outcome of our investigations.
If we have made a mistake we will put it right
We will keep a record of your complaint
If a resident, relative or visitor feels that there is cause for complaint, this should be discussed with the Person in Charge. If the matter is unresolved ask for the complaint to be passed on to a Director.
Age UK is always available to support and give advice. They provide an advocacy service and have considerable experience and knowledge of the rights and needs of the elderly.
Somerset Direct have considerable experience and will be able to provide links to the right people.
A customer Satisfaction survey is sent out regularly to Residents, Doctors, Relatives, Representative’s, Social Workers and other care professionals who work with Chelston Gardens.
The survey is tailored to each individual audience in order to best reflect their experience. The survey looks at staff issues, residents, catering, entertainment, domestic support and cleaning, administration, communication and general satisfaction with the service.