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Our promise

Our promise

Here at Care UK, the safety of your loved one is paramount so we have created 'Our promise' which outlines the 10 steps we continue to take to protect residents and the expert teams who look after them.

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Our promise to you

We know the coronavirus pandemic has changed how people think about care homes. We recently surveyed over 1,000 people who told us that safety and cleanliness were now their key considerations in choosing a care home. This was followed closely by strong clinical processes and expertise, as well as regular and effective communication with families.

We take this feedback very seriously and have put a number of new measures in place to provide families looking for care with additional reassurance.

Safety and cleanliness

We have always been uncompromising about safety and have put in place enhanced clinical protocols, including the use of PPE and, where we have the support of the Department of Health and Social Care, a robust approach to regular testing for everyone living and working in our homes. All visitors are briefed on safety and cleanliness procedures before their visit and are provided with masks and sanitising gel on arrival. Our stringent cleaning protocols ensure high traffic areas in the home are disinfected on a regular basis. All new admissions to the home are cared for in isolation for at least the first seven days of their stay, enabling us to minimise the risk of introducing new infections into the home. Our central governance teams regularly review all homes to provide an extra level of reassurance via detailed compliance checks. 

Clinical expertise

We are finding new ways of working with GPs and other Health Care Professionals and are able to support Virtual GP visits to all residents. We have strong checks and governance processes in place to ensure agreed protocols are applied meticulously. Our teams undertake extensive training as part of their induction which is followed by a continuous professional development programme. All teams have had refreshers on key areas of care delivery as they pertain to controlling infections. 

Meaningful lifestyles

Our caring and passionate teams continue to go above and beyond to ensure residents’ lives remains as normal and busy as possible. We are passionate about protecting privacy, dignity and right to personal choice, and aim to support our residents to enjoy the highest quality of life possible. We offer lifestyle and activity programmes appropriate for current guidelines.

Family involvement

We understand the importance of family connections and are monitoring government guidance on a daily basis to enable us to balance the risk and reward of face to face visits. Our intention is to communicate with the families and loved ones of residents to help reassure and keep everyone informed. Find out more about how we encourage keeping connected here.

Helping residents to get the most out of food and dining

We’re committed to delivering the finest in food, hydration and dining to all our care home residents. Our care homes employ some of the best chefs in the industry, offering a dining experience that enables residents to maintain their independence and dine with dignity. We also offer an enhanced in-room dining service with a wide range of tasty and nutritious meals and snacks for those who prefer, or need, additional distancing.

Making the most of the outside

We make the most of our outside space to do lots of gardening. Residents grow seeds and water plants, paint pictures of the wildlife or spruce up garden furniture – the sorts of things millions of us are doing up and down the country this year.

This is our promise to you. To help us improve the services we provide, it is important that you tell us how we are doing. The simplest way to give us your comments is by filling in our feedback form.

Moving in

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Our response to coronavirus

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