Thank you for taking the time to share your concerns. We are genuinely pleased to hear that your mother is happy at Harcourt Gardens and that you feel the care she receives has been largely positive. The wellbeing of the residents is always our top priority, and we appreciate your recognition of the team’s efforts in this regard.
We do, however, take your concerns seriously and are sorry to hear that aspects of your recent experience have fallen short of expectations. We understand that consistent leadership is important to residents and their families. Since Care UK has taken over, we have had one consistent manager in place, unfortunately she has now left. Whilst we understand this can be challenging and uncertain, each transition has been made with the intention of finding the right long-term leadership to support the home’s stability.
With regards to the incoming manager, we want to reassure you that we have a thorough recruitment and vetting process to ensure the individual is capable, qualified, and fully committed to the role. The comments shared at the relatives' meeting are noted, and we are currently addressing any confusion or concerns raised to ensure there is clarity and confidence going forward.
We understand there have been concerns raised regarding the Bistro. We would like to clarify that our homes are designed to feel like a true home environment. First and foremost, they are the residents' homes. As such, we encourage a friendly, relaxed atmosphere where independence is supported, and families are welcome to be part of daily life.
We always ask our reception team to support in the café area if any relatives prefer not to serve themselves. However, many of our families appreciate the informal, homely setup and enjoy being able to help themselves or support their loved ones, just as they might at home.
That said, if anyone does not wish to make a drink themselves, our reception team is always available to assist, no one will be left without support.
As always, our primary focus remains on providing high-quality care for the residents, and we deeply value the role families play in this shared environment.
We value your feedback, and we are committed to making improvements where they are needed. If you would like to discuss your concerns in more detail, we would welcome a conversation. Best wishes.