Feedback on our Services
For Caldmore to thrive as an organisation it is vital that we are able to learn from any mistakes we make and also measure the impact that our services have on members of the community. For this reason we have developed a wide range of methods for obtaining customer feedback – many of these are explained in our main sections under the heading of Involvement. We also conduct a major opinion survey with our residents every 3 years. This is known as the “Status Survey” and the summary of results from 2006/07 can be downloaded from this website by clicking on the link.
We operate a formal system for dealing with complaints from service users to make sure they are dealt with at an appropriate level and to record the responses and monitor for trends. The information we gain from doing this is used as base information on the quality of our services and the Board receives an annual update on the current situation. A summary of the most recent complaints trends can be downloaded from this web site. We also keep track of compliments as and when they are received and it is particularly pleasing that over the past 12 months compliments have outweighed complaints by a ratio of 3 to 1. That said there is no room for complacency and it is important that we take quick and appropriate action in response to emerging issues.
