How are we doing?

How are we doing?

One of the main ways we judge the success of our services is by the feedback we get from patients and residents.

As well as reassuring us that our services are working, it gives us the ideas and inspiration to help us improve. It also enables us to work quickly to make any changes to the areas that are working less well.

Our contact us page has plenty of information about who to call. You’ll also find an online form that you can fill in if you’d like to send us some feedback.

Helping us to improve

If you have a concern with one of our services, we have a formal complaints procedure to enable us to put right those issues where we haven’t met your expectations and ensure such things don’t happen again.

We aim to investigate and resolve problems as quickly as possible, so if you have a complaint about any of our services, please contact us as soon as you can.


Skylark House has the right team who are established to deliver the best possible care to the residents. Living four hours away, I have a lot of confidence in the care they are providing my dad.

Relative of a resident at Skylark House, November 2017 

The staff are very good, the food is great with a lot of choice for the residents. Nothing seems to be too much trouble if you ask someone for something...I think it is one of the best homes I have ever been to, especially in relation to how the residents are looked after

Relative of a resident at Francis Court care home, November 2017 

Since my mum went into Abney Court she has blossomed. This is because of the care staff who involve her in all the activities and make her feel confident. The lifestyle team are outstanding as they include everyone regardless of their capabilities. Whenever I go there I can see the interaction and all the staff are always friendly, warm, kind and inclusive.

Relative of a resident at Abney Court care home, August 2017

I have just had a full hip replacement and couldn’t have wished for better treatment! Staff are amazing, food is lovely. I cannot complain about one thing from start to finish. Treated well by all, highly recommend this hospital and would not use another now! Thank you so much to everyone of you.

Patricia, a patient at Barlborough NHS Treatment Centre, July 2017

I am writing to express my sincere personal thanks to you for your input to the care that my Mum has received over recent months. It was a difficult time for her as her dementia worsened but we always know that she was in not just capable but loving hands. You and your colleagues do the jobs that you do exceptionally well in often very difficult circumstances.

Relative of resident at Winchcombe Place care home, June 2017

The thought of cataract surgery under local anaesthetic was terrifying me. Several friends had been to Shepton Mallet NHS Treatment Centre so I opted for it. I fell on my feet. I could not have had better treatment in such a reassuring and kind atmosphere anywhere. Everyone was so understanding and I will always owe thanks to my consultant surgeon for offering me the choice of the multifocal lens as I was a suitable patient – after 55 years I no longer have to wear glasses. I find medical establishments challenging to say the least but this truly was an excellent experience. Thank you.

Mike, a patient at Shepton Mallet NHS Treatment Centre, April 2017

I was very nervous about having my hip replacement but the whole experience was straightforward and professional. Very efficient and fast from initial referral to actual procedure. All staff were friendly and helpful and the domestic and catering staff helped make the stay in hospital a pleasant experience. Small wards were clean and bright and the ward rounds were informative and undertaken in a caring manner. I would have no hesitation in coming back to the unit for treatment in the future and will be recommending it to my family and friends in the future.

Patient at North East London NHS Treatment Centre, January 2017

Thank you so much for the fantastic care that Doreen received, we all believe that she could not have received better. Broadwater is full of love and happiness, all of you are amazing, we shall all miss you and your residents so much. Once again, our heartfelt thanks for all the care that Doreen received.

Relative of a resident at Broadwater Lodge care home, September 2016