Feedback

Compliments
Penrose Care welcomes compliments and encourages you to provide verbal and/or written compliments to a member of staff which will record or take receipt of such compliments and pass them to the Managing Director or his/her designate for recording on the Compliments Register.

Any member of staff identified as being the subject or contributor to any matter leading to the compliment will be notified as soon as is practable or within three working days.

Feedback on compliments will be shared with other members of staff at appropriate times as determined by Penrose Care’s management. In addition, Penrose Care reserves the right to publish edited versions of compliments that are amended to exclude identifying information about a Client, a particular member of staff, or any other confidential information provided the particular Client had consented to such during the initial care planning stage or subsequently.

All compliments about Penrose Care’s care delivery should be directed to:

Penrose Care Ltd

Re: Compliments
9 McCrone Mews

Belsize Lane

London NW3 5BG

020 7435 2644

enquiries@penrosecare.co.uk

Complaints

Penrose Care Ltd has a policy that our home caresupport workers request feedback from Clients on their views and experiences with Penrose Care Ltd service at least once a week or each visit should a Client’s service delivery occur less frequently than weekly. A fair description of feedback is to be recorded in a support worker’sDaily Care & Support Notes to be reviewed by the Registered Manager within one business day of the delivered service.

A support worker is required to notify in writing Penrose Care Ltd’s Managing Director and Registered Manager of any negative feedback as soon as is practicable for the support worker with the support worker’s shift end for the particular day being the absolute deadline to submit this negative feedback. Investigation, resolution, and suitable improvements or adjustments in service delivery are to be carried out and executed upon in a timely manner, preferably within three business days of the negative feedback being delivered to the Managing Director and Registered Manager.

All complaints about Penrose Care’s care delivery should be directed to:

Robert Stephenson-Padron, Managing Director
020 7435 2644

robert.padron@penrosecare.co.uk
9 McCrone Mews

Belsize Lane

London NW3 5BG
All complaints about Penrose Care’s senior management, including complaints from staff members, should be directed to:

Dr. Matthew Knight, Non-Executive Director
07551 979505

matthew.knight@penrosecare.co.uk

9 McCrone Mews

Belsize Lane

London NW3 5BG

Client Surveys

We intend to conduct a formal client survey every quarter as soon as it is practical to do so. We kindly request that you or your designate answer the survey when you receive it – which you may pass to your support worker or post to us. You are however not obligated to complete a survey.

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