Quality of Service   External Assessment At Hendra House we are committed to providing the highest level of service to all of our residents and their families. Year on year, and inspection upon inspection we have consistently improved on our external inspection ratings. Our level of customer satisfaction has been externally recognised with the home having previously been voted the Best Company in Shropshire for Customer Satisfaction at the Shropshire Business awards, as well as winning the Client Satisfaction Award at the Shropshire Care Awards. More recently staff have embarked on a National Vocational Qualification in Customer Service, to further enhance the quality of service delivered to our residents and their families. Customer Satisfaction We pride ourselves on our attention to detail, with a genuine desire to meet fully the needs and wishes of those we serve at all times. Our levels of customer satisfaction have been recognised both, regionally and locally resulting in the home being voted the Best Company in Shropshire for Customer Satisfaction at the 2006 Business of the Year Awards. In addition, and as a measure of our continuing commitment to improving the quality of service the home was awarded the Client Satisfaction Award at The 2007 Shropshire Care Awards. Whilst our awards are noteworthy and recognise the quality of service delivered we believe that the best way of delivering a quality service is to develop an understanding of the individual needs of each of our residents and their families. Evidence of the quality of service provided is reinforced by the heart felt comments of current and former residents and their families in the Testimonials section. As a result of being a family owned home both the owners and the management team have daily contact with each resident and are easily accessible to both residents and their families alike. In order to fully understand the needs of our residents we carry out care reviews every month, and carry out a review with their families where appropriate every two months. In addition we ask residents to complete a residents satisfaction questionnaire at least twice a year, as well as having regular resident and relative meetings where ideas and plans for future improvements are discussed. The views and comments of our residents and their families have been invaluable in shaping our strategic plans, as well as helping us develop our facilities and services, both in the past and for the future. Staff Team All of the homes achievements have been achieved by developing a dedicated staff team, who are all committed to delivering high quality care to our residents at all times. Further reference to our staff team can be found on the “Our Staff” page of this web site.   Frequently Asked Questions When considering if residential care is appropriate we are often asked questions about the home and the process involved. As part of our commitment to helping people make the decision that is right for them we have included a page of frequently asked questions (FAQ) on this web site which we hope you will find both helpful and informative. Open Invitation Whilst we are proud of our awards and accolades, we believe that the best way for you to begin to develop an appreciation of the unique homely atmosphere that exists at Hendra House is to come and meet our staff and our residents who will be only too pleased to share with you their views and opinions of the quality of service delivered. It would be appreciated if you could ring the home first to ensure that someone is available to give you the time your enquiry deserves.