At Castle Care we are always keen to provide the best possible Domiciliary Service. We continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and above all listen to our customers. This process is called quality assurance. It involves:

• An annual visit to all service users by a supervisor or manager to hear your views at first hand
• Regular supervision meetings between each care worker and their supervisor
• An annual survey of service users, and where appropriate their relatives or representatives, to obtain views and opinions
• Careful checks on all service user files, timesheets and other records.

In addition, please feel free to let us have your views at any time. We need to know how we are doing, and you are best placed to tell us.

If you wish to see the results of the annual questionnaire please telephone Castle Care and a copy will be sent to you. If requested your domiciliary carer will be happy to go through it with you.

Complaints and Compliments

Castle Care welcomes feedback on its services especially from service users and their carers, whether these are compliments, complaints or suggestions for doing things better.

Please contact Castle Care's manager direct with your compliments and any complaints.

If a service user wishes to make a formal complaint they should take the steps outlined in the complaints procedure.