Brendoncare Alton Customer Service Promise

Brendoncare Alton is the first Brendoncare care centre and one of a very limited number of Homes in the UK to have achieved Hospitality Assured Accreditation for food and customer service.

Our promises to our Residents are:

To ensure that 'your choice' drives 'our service' during your stay at Brendoncare Alton
That we will always greet you with a smile
To deliver professional, efficient and high quality services that meet residents' needs while producing a 'homely' relaxed atmosphere
For you to live in the knowledge that, even in the event of illness or financial hardship you will never have to move from the comfort of your friends or familiar surroundings
To be honest and open, taking responsibility for our actions
To use customer feedback, comments and complaints to help us improve our services in the future
To enjoy life among kindred spirits in an atmosphere of kindness and understanding
To make each and every resident feel special
To be cared for with dignity and respect by people who appreciate their need for privacy, individuality and freedom of choice
For you to control your life as much as possible
To provide 24/7 nursing care to you with staff never more than a few minutes away
To fill your day with your choice of activities that may help to be mentally, socially, spiritually, physically and emotionally stimulated
To ensure that our Home is hygienically clean in all areas and is a safe environment
That our staff are trained to above the required standard in as many areas as we possibly can.

Our standards of service:

Our Residents, relatives and visitors will experience that we will endeavour to:

Greet you in a polite and friendly manner
Keep customer wait times to a minimum and advise you of any delay
Keep your details confidential at all times
Treat all residents and visitors with dignity and respect
Deal with minor complaints in a positive timely manner
Deal with your enquiry within 24 hours.

When you call us by phone, we will:

Answer your call as quickly as possible, and within five rings if you are calling via our switchboard

Ask you if you want to speak to someone else, or leave a message, if the person you are calling is not available
Answer your call in a polite and professional manner.

When you write to us or send us an email, we will:

Confirm we have received your letter or email within 5 working days and aim to reply in full within 10 working days
Explain why it will take longer, if we cannot reply in full in 10 working days
Reply in plain, jargon-free English
Deal with complaints in a positive timely manner, in line with our written complaints procedure.

When you dine with us:

We will provide menus that are creatively designed to provide a selection of 'home cooked' hot and cold seasonal food with healthy eating options
We will ensure that food is served at the correct temperature, on time and to a standard that pleases your palate
Your food will be specifically prepared to take into account your dietary and health requirements
There will be a minimum of three choices for lunch and supper and should these not stimulate your palate we will endeavor to provide you with a meal of your choice
The Menu cycle for the Home will be set over a five week rolling cycle which will run for a period of three months (seasonal) and then will be changed
We aim to provide residents with a light snack during the evening/night if required
There is an unlimited access to a selection of hot and cold beverages provided at specified times during the day and on request. Hot drinks will be served at a temperature appropriate to the individual's requirements.
As a matter of policy we do not knowingly purchase any food or beverages which contain genetically modified ingredients
We promise that the daily feedback received from all residents goes towards providing valuable information to help us improve our service.

When you live with us we will ensure that your accommodation needs are met:

We will assist you in personalising your room by decorating it in a colour of your choice from our colour swatch
Your room will be cleaned every day by a member of our team who will be mindful that this is your home and that it is they who are visiting
We will ensure your room is well maintained and that you are able to individually control the temperature of your room
We will wash and iron your laundry and ensure your room feels 'fresh' at all times
We will knock before we enter and respect your privacy at all times.

What services are we able to offer:

Taking into consideration our primary business function of care delivery and the associated medical condition that this may bring, we are able to offer the following services to our elderly residents, relatives and visitors:

A Body Mass Index (BMI) on a monthly basis to monitor the weight of every resident, more frequently if a problem is highlighted.
Nutritional care planning specific to the individual's needs, including weight loss and weight gain diets
Soft, puree and small dice diets to enable residents to consume food safely
Medical assisted diets such as peg feed and diets specific to health needs such as diabetes
Diets to cater for religious beliefs
A personal visit from the Chef on admission to discuss your own likes and dislikes and he'll even pop his head in to see you every now and then to gain continuous feedback
The option to feedback and record your meal experience to the care staff after every meal
A five week rotating menu cycle that changes with each season
The choice to have main meals in your room, in the dining room or in the Home's Restaurant
A full English or continental breakfast
At lunchtime a choice of two freshly prepared hot meals, and desserts, or a simple snack as an alternative
For supper the choice of two main items of a simple snack
Beverages of your choice served as you request them but the tea trolley comes round during late morning and so does the mobile shop
Home made cakes and biscuits are served during mid afternoon as the tea trolley comes around for the second time
Just as if you were at living in your own home, light snacks are available at all other times should you wish, including a midnight snack
Relatives and visitors will always be able to help themselves to tea and coffee from the kitchenettes on the wings or have afternoon tea in the Restaurant with their relatives
You can enjoy lunch in our licensed restaurant with your visitors who may join you for a family meal
We can cater for your special occasions and celebrations in your room, in the dining room or even in the restaurant
We hold monthly themed events to bring variety to your stay with us
Residents of the Mary Rose Mews complex may book a table in the restaurant for lunch or we can organise to have their meal sent over to them.