Thank you for taking the time to complete your review of Mulberry Court. We take all feedback we receive seriously.
Comments we receive from residents, families, visitors and professionals help us reflect on the quality of our service, enabling us to maintain high standards and continue developing. We are particularly interested in identifying any areas for improvement.
It is pleasing to note that the overall standard of Mulberry Court is rated by the reviewer as ‘good’.
Every person living at Mulberry Court is offered the help and assistance that they need, as determined by a comprehensive assessment.
Their needs are reviewed regularly, as they may change over time, and as far as possible the resident and their family are involved in the process; this leads to an individualised and person centred plan of care.
With every resident our aim is to provide the appropriate level of intervention for that person, whilst supporting them to remain as independent as possible, for as long as possible.
At Mulberry Court, and all Barchester homes, a staffing tool, DICE, is used to determine safe staffing levels.
Rotas are produced in advance which reflect the results from DICE, ensuring sufficient numbers of staff and an appropriate skill mix in each part of the building.
Anyone staying with us who is able to manage their own money, and wants to, would keep money in their own room or about their person.
It is their choice how they then spend this money.
At Mulberry Court our policy is not to hold monies on behalf of residents.
For those residents unable to manage their own money, their family or representative would normally be asked to take the responsibility.
This is explained to residents and their families prior to them coming to live here.
Concerns brought to the General Manager’s attention are always treated seriously, with formal investigations taking place where necessary.
Official complaints are acknowledged within three working days; a full response, including the outcome of any investigation, is provided within 28 days.
Investigating concerns and complaints is another way in which we strive towards continuous improvement.
The management team at Mulberry Court have an ‘open door’ policy, and we encourage regular ad hoc contact from residents, relatives, and visitors.
Due to the design of the building and the position of the General Manager’s office, they are often readily available for people to meet with.
Everyone in the team is encouraged to offer appropriate support to the families of our residents, particularly when their loved one is approaching the end of their life.
Our hope is that we provide sensitivity and empathy at these times, whilst avoiding being intrusive.
It is always disappointing to learn that a family has had a less-than-positive experience of some aspects of the service.
We will continue to listen to all the comments we receive, to learn from them, and to use the information they contain to continue delivering a high quality service to our residents.
Steve Edgar
General Manager
June 2016