Welcome to Quality Control

At Philiphaugh Manor we pride ourselves in the quality of our care, our food, our activities programme, the happiness of our residents and staff, our heath and safety practices and the maintenance of our buildings: basically every part of our service.

But how do we know that we Get it Right?

We are inspected by and registered with the Care Quality Commission (CQC).

We are inspected by Local Authority Fire and Food Hygiene Inspectors.

We employ an independent Health and Social Care Act 2008 advisor / inspector.

We employ independent Health & Safety & Fire Risk advisors.

Our staff and managers are highly trained and motivated.

Every day we conduct a randomised room, building and residents welfare check.

Then, to be sure that we really are Getting it Right, we ask you…our service users, family members, healthcare professionals, visitors…"How did we do today?"

By asking you to fill out our Comments Cards we can monitor and maintain our high standards.

By acting on our Quality Control feedback we ensure that Philiphaugh Manor maintains its great reputation for quality and innovation, and we ensure that our residents are safe and happy.

The most important question of all, for any Care Home: "How do I know that I can trust you to look after my mum?"
We believe in honesty and openness. We believe that you have the right to know what level of service you can expect from us all the time - even in those rare moments when we fall short of the very high standards we have set ourselves. So we publish our reports, comments cards and a spreadsheet summary of how we are doing on our Comments Board, in public, for all to see.

Complaints

We strive to get our service right first time, every time, but whatever the organisation and however hard you try things can go wrong. It is important to us that should the need arise anyone can complain about any aspect of our service and expect a highly professional response and swift resolution. We have a detailed complaints policy, but in brief, please feel free at all times to speak to a member of staff, a manger or Director. You could fill out one of our Comments Card, or email us at admin@philiphaughmanor.co.uk or write to us marking your letter Private & Confidential addressed to Alice Taylor or Jason McInulty (please see our address and phone details on the Our Contact Info. page).

If you are not satisfied with our handling our your complaint or at any time you have the right to contact and complain to the Care Quality Commission.