Quality Assurance

Regular Monitoring & Feedback

Our quality systems incorporate audits and feedback so that every part of the home’s services are regularly evaluated and any necessary improvements made.

Monthly External Audit

Each month a Quality Consultant visits Hazeldene House to audit all areas of the home.  A sample of residents, relatives and staff are interviewed and their views noted.  The auditing includes a review of resident falls, accidents and weights.  All information is collated and used as a basis for the monthly management meeting when any concerns can be addressed.  In addition to the daily reporting by carers in each resident’s care plan, a monthly review of all care plans is undertaken by the Manager.

A contract is in place with an external company to inspect and advise on all aspects of Health and Safety.

Our complaints procedure is clearly shown on each Home’s website and an “open door” policy is held by the Manager.

Hazeldene House Customer Satisfaction Survey

A Customer Satisfaction Survey is carried out twice a year by Philip McAuley of Care Home Satisfaction Surveys, a specialist independent research organisation . Views regarding the standard of care are ascertained anonymously and audited for comparison with other nursing homes.  The report allows the home to then examine suggested areas for improvement and implement improvements.