We understand that you may have questions about your friend or family member's care once after they've moved into a care home. This page is designed to support you with advice on the most common questions families have about our care homes, and to help guide you to the right place.

If you have any further questions about the care of your relative, or you'd like to find out more about life in our homes, please speak with the care home team or contact our customer Careline team on 0333 999 8699.

How can I contact someone for support??

If you have any queries about the care your relative is receiving, please contact the care Home Manager directly.
 

How can I stay updated on the wellbeing of my relative(s)?

Our care home teams are on hand to answer any questions you may have, whether that’s on your next visit to us, or by checking in over the phone. You can also stay informed about any updates in the home by attending our relative meetings, please contact your home to find out more about when these are taking place.
 

What activities are available for residents?

Our dedicated Activities Coordinators work closely with people living in our homes to create a comprehensive activities programme, which may include social events, fitness classes, arts and crafts, gardening, and more. Please contact your home to find out more about when these are taking place.

How can I share feedback about my experience?

You can share feedback to our homes directly by speaking with the Care Home Manager. Or for more information about providing your feedback, and details about the independent help and advice available in your country, please visit our useful feedback page here.

How can I arrange additional support for my relative?

As a person’s condition progresses, they may require additional care and support. The Home Manager will work closely with relatives to update care plans and arrange further care and support if required following a re-assessment of needs. For more information about additional services in your home, please speak to your Home Manager.

What should I do if I need to update my contact information?

It’s important to ensure your contact details are kept up to date, so we can get in touch with you about any updates to your relative’s care. To update your contact information, please inform your care home team, who will update your details for you.

How can I find out more about my relative’s care plan?

Please contact the home manager if you have any questions about your relative’s care plan, as they can provide information and dependant on your legal access to an individual’s care plan.

What support is available for friends and families?

We provide ongoing support and resources for families throughout their journey with us, including regular updates, relative meetings, and access to professional advice via our website. We also encourage friends and families to get involved with events taking place in our homes. Please speak with the Care Home Manager to learn more about the support available to you.

We also have a useful dementia support and advice page for families affected by dementia, which can be accessed here.