Thank you for your review and taking time to meet with us following this review.
By sharing with you the individual changes made to your Auntie’s care and support, we hope we have shown our dedication to providing excellent care to your relative and each individual in the home. When we met, we were able to discuss your concerns and provide feedback to answer your questions. It was nice to hear that you understood and appreciated some of the actions we have already made in the home by way of improvement.
To address each of the points you raised in this review:
1) Although there seemed to be a lot of agency staff in the home, we assured you that they were actually staff on temporary contracts whilst full-time recruitment is secured, and we have taken steps to invite them to wear our uniform to prevent any confusion.
2) We shared with you the minutes of the previous resident’s meetings as you were unable to attend and we hope this shows the great improvements and the positive responses we received from both relatives and residents in attendance.
3)We acknowledge that when we began to support Burnham Lodge, there were elements of the home that required our immediate attention, but this will be on-going as we continue to support the home. We hope you can see not only the physical improvements made to the home but also the great work the team is achieving.
4) We welcomed the suggestions you made at our meeting in relation to the food service and thank you for allowing us to show you the improvements that have already been made. We were also able to show you how we plan to monitor this moving forward.
We are grateful for your feedback as this allows us to continually improve and we invite you to meet with us as much as possible to see the positive improvements taking place at Burnham Lodge