Trevarna

Talk to Us

Compliments

 

Cornwall Care welcomes feedback and benefits from a strong values system in place creating a philosophy and culture of continuous improvement.

Constructive and positive feedback from clients and staff stakeholders is welcome. This provides motivation for the organisation and is a means of validating our performance.
Our staff and management work hard to ensure that we deliver the best possible care.
If you are happy with our standards of care, or see something that deserves a special mention, please let the manager know, email welcome@cornwallcare.org or write to us at:

Cornwall Care House
Glenthorne Court,
Truro Business Park,
Truro,
Cornwall,
TR4 9NY

Alternatively you can write a review at www.carehome.co.uk

 

Complaints 

 

Handling complaints effectively supports our commitment to continually assess and improve our work. Complaints when taken positively can have beneficial effects on the quality of the services we provide.

It is our policy that all comments, suggestions and complaints are dealt with quickly and effectively.

We shall make every effort to provide the best possible service. However, there may be occasions when people are not happy with the service.

We recognise the right of all residents, relatives, representatives and members of staff to inform us of any problems or complaints they may have.

We are always looking to improve our services. All comments, suggestions or complaints regardless of how small they may appear will be treated seriously and used to improve the service offered. 

Principles and goals

We are committed to the six principals of good practice in the management of complaints, as identified by the Health Services Ombudsman:

  • Getting it right
  • Being customer focused
  • Being open and accountable
  • Acting fairly and proportionately
  • Putting things right
  • Seeking continuous improvement

The goals of our complaints procedure are to:

  • Take a flexible approach towards handling individual complaints which focuses on the needs and wishes of the people involved
  • Keep the procedure simple so that it is much easier for people to share experiences and of service to respond
  • Make sure that people's experiences help to improve services

Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers, but is happy to receive information about services at any time. You can contact the CQC at:

Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Telephone: 03330 616161

www.cqc.org.uk/contactus