As a relative or friend, we recognise that you’re often the one who knows our residents best and have their best interests at heart.
For us, families and friends are part of our community.
You’re integral to your loved one’s happiness, health and wellbeing.
That’s why we welcome family involvement in every part of daily life in our care homes.
Choosing the right care home
It can be emotional when a loved one moves into a care home, and sometimes, the decisions required can feel daunting and overwhelming. These emotions are totally understandable. We’re here to support you throughout the journey.
Useful information and resources for families
When a loved one moves into a care home, it can have a big impact on their families and friends too. Here are some links to useful websites, charities and groups who provide advice and support.
How to raise a concern or make a complaint
We're committed to keeping colleagues and service users safe. However, we recognise that sometimes things can go wrong. There are many ways that you can share feedback, raise a concern or make a complaint.
Our commitment to family and friends
Exemplar Health Care’s ‘strategy for families and friends’ outlines our commitment to improving the service user experience by listening to and acting on what families and friends tell us.
We work in partnership with family and friends, so they’re involved, informed and supported to play a key role in individual care and service planning.
This strategy outlines our approach to delivering this vision!
What you can expect from our colleagues
You can expect our colleagues to:
listen to, engage with and respond to you
communicate clearly with you and treat you with dignity and respect
place great value on your contribution and experience
help you to be yourself and have regard for your diverse needs
build partnerships with the wider community.
The five priorities of our strategy
To recognise families and friends and acknowledge their role as expert partners in care.
To communicate effectively with families and friends.
To support families and friends to maintain their own wellbeing.
To involve families and friends in the care, treatment and support of their loved one, ensuring their views are taken into account where appropriate.
To raise awareness of the needs and challenges facing families and friends, and provide support so they’re confident in working alongside us as partners in care.
Families and friends survey results 2024
Our annual survey provides feedback on various aspects of care.
In 2024, 109 family members and friends completed the survey.
99% agreed that staff are kind and respectful to them when they visit or call the home
99% agreed that they can discuss any issues they may have with a staff member
96% agreed they can have privacy with their relative when needed, such as in the visitors’ room or their bedroom.
Explore care homes across England for adults with complex needs.
Get in touch to discuss a complex care placement for someone you support.
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