Our Complaints Process

We are continually striving to provide our residents and their families with high-quality service, so your opinion is extremely important to us. Here are just a few ways you can get in touch with us:

Meetings and resident involvement

We hold meetings throughout the year with residents and their families to chat through any compliments or concerns. These meetings are kept on record and are used as a valuable tool to improve our service. They range from subjects such as menus to activities to interiors. We’re all ears!

Reviews process

We always appreciate honest feedback, so we supply surveys to residents, relatives, visiting professionals and staff, which are followed up with action plans which are displayed in the home. We also supply carehome.co.uk review cards, which are displayed on carehome.co.uk and help others, like yourselves, find a caring, supportive home for a loved one. If you’d like one of these cards, don’t hesitate to get in touch with the home’s admin team.

Alternatively, you can always send us a review to our email address, feedback@milfordcare.co.uk. All feedback is read and dealt with appropriately.

Our open-door policy

Your loved one’s Home Manager is a busy bee, usually found flying between helping people feel settled, supporting and leading staff, or dancing to tunes with the residents. Despite this, the home managers are always happy to have a phone call or sit down with a cuppa for a pre-arranged chat.

Concerns

We believe there are numerous opportunities to discuss concerns; however, if you feel we could do something better or you’d like to make a complaint, please speak with your Home Manager in the first instance so we can address the issue for you. If you are still not satisfied, please contact our Care and Development Manager, Kara Gratton, on 07776237695 or our Nurse Quality Manager, Julia Davies, on 07511133697. You can also email them on complaints@milfordcare.co.uk.