As both a care service provider and a professional business, it is important that we can demonstrate our commitment to providing the best possible standard of service to our clients. Total Care enjoys a considerable level of referral and recommendation. Anecdotal feedback and results of our regular customer satisfaction surveys evidence our high standards, however, we also consider it important to demonstrate and formalise our commitment to constant improvement.
Our Quality Policy is part of the system we use to monitor satisfaction levels amongst our clients and to discuss areas of change and improvement. Our Quality Assurance Policy Statement states:
“To ensure all residents and their families are consulted on a regular basis about their opinions on all aspects of care, their environment and social activities; a proportion of residents will be canvassed four times a year. This will result in all residents being canvassed at least once a year.
The results will be analysed after each survey and acted upon so that a cumulative picture of residents’ and their families’ opinion is gathered to continually develop and improve our service.
The most recent survey will be provided to all new admissions and access to previous surveys will be provided on request.
In addition, resident meetings will be held quarterly and be open to all residents, their relatives, family or carers.
The aims and objectives of the nursing home will be displayed on each suite and every month, the management team will meet to discuss targets achieved.
Suggestion boxes will be provided and located in reception so that all residents, families, carers and staff can make suggestions for improvements to our services for the benefit of all the residents of Total Care. The suggestion box will be checked regularly and suggestions acted upon every two to three months or more quickly if appropriate. The contents of the suggestion box will be displayed on the notice board.”
