When people move in they have one month built into their occupancy agreement to decide whether 'this is the place for them'. This first month then provides an opportunity for staff to get to know the individual service user and their family.

During this month the person’s care and support requirements are assessed, discussed and developed into an agreed plan. This will include assessment of any risks to which the resident or staff may be exposed as a result of making their own choices and decisions. It also includes discussion, with the agreement of the service user, with any relatives or representatives who may be involved about the person’s care needs and plans. The aim is to achieve a plan of care with which everyone is happy.

The Complaints Procedure – Information About How to Contact the Local CQC Office:

A copy of our Complaints Procedure is included with the Company Contract on admission.

In the event of you wishing to make a complaint, or needing further information on your rights and standards, you may wish to contact the following organisation:

Care Quality Commission,
Finsbury Tower
103 - 105 Bunhill Row

Email: enquiries@cqc.org.uk

You can access the Care Quality Comission's website by clicking on the logo on the left.

“I was very nervous when I moved in to Whitchurch Lodge... this was a big step for me but the staff made me feel so welcome I needn't have worried”
Care Quality Comisssion