With care and nursing homes for older people across Cheshire, Wirral and Shropshire, we are committed to delivering great care that enables people to maintain independence, keep active, and live a fulfilled life.
It is essential that people that use our services benefit from care, treatment and support that is both safe and of a high-quality. Our approach to Quality Assurance ensures that services are meeting essential standards of quality and safety, respecting dignity and empowering people to achieve positive outcomes. We demonstrate this by:
We have a dedicated Operations team at Springcare who are responsible for good governance, monitoring standards across all our Homes, policy writing, reviewing complaints and ensuring our services are safe and sustainable.
Our monitoring officers support the Homes each month and review key risks and daily operations in line with regulatory and commissioning requirements.
Getting regular and honest feedback from our customers lets us know how we are doing.
We never sit still for long and we are always thinking of ways to improve the care, the environment, the food, the activities.
We welcome feedback and we gather this through annual surveys, resident and relative meetings, customer experience questionnaires, carehome,co.uk and from our regulators.
Our most recent feedback is available in the Homes. We have a ‘You Said We Did’ board to let you know what actions we have taken in response to feedback given to improve the quality of our service.
Springcare aim to ensure that its complaints procedure is well publicised and fairly applied and that complaints are dealt with promptly, efficiently and properly in all cases.
Springcare believes that it is far better to deal with a complaint early, openly and honestly for everyone’s benefit.
Service users or their families/representatives have the right to register a complaint if they are dissatisfied with any aspect of the service we provide.
The vast majority of complaints can be successfully resolved in-house, and, in the first instance should be reported to the care home Manager as soon as possible.
You will receive an acknowledgement within 3 working days, and it is the responsibility of the Manager to investigate the complaint and to report the outcome of that investigation in a written response within 28 days of receipt of the complaint.
In the event of a complaint being unresolved the complainant will be referred to the Operations Management Team or to the Director of the Company.
You also have a right to take the complaint externally:
If a complaint has not been dealt with satisfactorily by the Manager, Operations Management Team or the Company, then details of the complaint should be made to the Local Government Ombudsman.
Springcare has robust procedures in place in relation to the protection of those in our care. Our procedures work in line with Council Safeguarding policies and current legislation. These procedures are embedded with our staff through our ongoing training programmes.
We operate a whistleblowing policy and dedicated secure contact point to ensure that staff should have no fear about reporting any such concerns.