We have arrangements for consultation with residents and relatives about the operation of the care home.
The opinions of residents, relatives, friends and staff are of great importance to us. Through consultation we can ensure that our aims and objectives are upheld, and that the home is meeting all realistic expectations.
Regular Residents' Meetings are held to discuss matters relating to the running of the home, including entertainment programmes, menus, staffing etc., and residents' recommendations, wherever possible, are acted upon. The minutes of these meetings are recorded.
We undertake a Quality Assurance audit during the course of each year, which will include the issuing of Questionnaires to residents, relatives, and stakeholders [e.g. GP's] requesting their views and comments on the operation of the home. The results of this survey are published and available.
Residents and their relatives will be informed of planned CSCI inspections and will be invited to meet inspectors. The views of service users will be included in inspection reports. Our last inspection report is available via this Inspection Reports link.
Each resident's Care Plan is reviewed at least once a month and updated to reflect changing needs and current objectives for health and personal care. The Care Plan is drawn up with the involvement of the resident and/or their relatives, and we will then ask the resident or their relative to agree and sign the Plan.
We welcome constructive suggestions and positive comments. We consider compliments about individual staff to be important for maintaining staff morale. In order to maintain a happy and homely environment, it is imperative that residents, or their relatives, inform us of any problems or grievances that they may have at the time of the problem. We have a set arrangement for dealing with complaints. In this way residents and their relatives or representatives can make comments about anything that goes on in the home, whether treatment, care or the facilities that are provided. You are assured that any comment or complaint will be taken seriously and acted upon.
Welford Court 458 Welford Road Knighton Leicester LE2 6EL... tel (0116) 270 3482