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.
For example:
- We have done something wrong
- We haven’t done something we should have done
- We have not treated you in a caring, professional manner
Our promise:
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
Complaints Procedure
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.
See Useful Contacts section for contact details.
Monitoring and Quality
Within Chelston Gardens, there are various systems, which ensure that close monitoring is maintained on all of the Home’s services and procedures.
An important part of Chelston Garden’s quality programme is to involve residents and their relatives or representatives.
To ask regularly for their comments on the Home, the staff and services provided.
We publish and circulate the results of surveys & the actions carried out.
Inspection reports
Chelston Gardens is inspected by the Care Quality Commission (CQC). The latest inspection report is available at Chelston Gardens and on the CQC website.
CQC regulates and inspects care services, see Useful Contacts section for contact details and link on our home page which will give you online access to our inspection reports.
Click to view inspection reports.
Customer Satisfaction Survey
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.