Netherclay Home Care monitors and ensures quality in two main ways; an internal quality assurance system and procedures and external feedback, control and assessment.
Internal Quality monitoring
The quality of the service is measured through audits carried out at regular intervals. This involves periodic measurement of what we do, or what other people say we do, against an ideal set of performance indicators. This includes Regular Customer Satisfaction Surveys, direct comments and feedback from you.
We maintain a day book to record and share up-to-date client comments or changes.
We hold regular area team meetings where we can discuss each person, their current health and wellbeing and any concerns.
We keep a compliment and complaint log – All complaints will be investigated and where required or warranted a written response will be sent out to you.
We keep an accident book for both service users and staff.
External Quality Monitoring
Involving the feedback from people, carers & others, including Social Workers,
Quality assurance meetings with the Social Service Department. Social Services also carry out random customer satisfaction surveys.
Reviews carried out by the Social Work team.
Customer satisfaction surveys
Inspections carried out by The Care Quality Commission.
We were recognised as an Investors in People in 2002, 2005, 2008, 2011 and again in 2015 underlining our commitment to staff, training, support and supervision.
We place great importance on ensuring we select the right staff, inducting, supporting and training them. We provide all our staff with supervision, appraisals and regular training updates delivered both by our Nurse Trainer and external training providers.
Our Quality Survey results are available on request.
The Care Quality Commission inspects Netherclay Home Care. The latest inspection report is available on our website and on CQC’s web site.
Our office team will be in regular telephone contact. You can talk to them at any time about the service you receive on 01823 668400
The Social Service Department and the Care Quality Commission Inspectors may also carry out satisfaction surveys as part of their process and procedures, independently from Netherclay Home Care.
Complaints, Feedback or General Comments, both Positive and Negative.
Netherclay Home Care is committed to providing good quality services. We try very hard to make sure people are treated well and receive a first class service. But we are all human and sometimes things may go wrong. If they do we would like to know.
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 are very keen to receive your feedback and comments. It is from your comments and feedback that we are able to continuously improve our service. We value both positive and negative comments.
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.
How to Complain
If you are not satisfied with our service you should complain, in the first instance to:
The Registered Manager
Netherclay Home Care Ltd
Chelston Business Park
Somerset, TA21 8YA
Chelston Park and Gardens Nursing Home
West Buckland Road
Somerset, TA21 9LF
Once your complaint has been received it will be investigated and you should receive an initial response within the week, and an outcome in writing to follow. Our complaints policy is available upon request.
Somerset Direct and Age UK have considerable experience and will be able to provide help and advice. The Care Quality Commission regulates and inspects care services. Please find contact details under Useful Contacts.