The Graham Care Group

Quality Assurance



We are committed to running the homes in the best interests of the residents. The homes have been established with a quality orientated approach to the businesss with a high degree of quality awareness developed through all levels of staff training and management. To this end a pro-active approach is taken to introduce quality systems that incorporate audits and feedback so that every part of the home and its services can be evaluated to ensure improvements are continuous.

Monthly External Audits

Each month a Quality Consultant visits the Home to audit all areas of care delivery. Based on quantitative data from the previous month and interviews with a sample of residents, relatives and staff, the consultant produces a report covering each of the following areas:

  1. Residents
    • Care Plan Reviews
    • End of Shift Reports
    • Night-time monitoring of residents
    • Care Outcomes including any complaints/compliments
    • Social Programme
    • Food Menus
    • Unplanned Hospital Transfers
    • Weights
    • Accidents & Falls
    • Pressure Ulcers
    • Infections
    • Medications
  2. Staff
    • Welfare
    • Practice
    • Staff Daily Routine
    • Appraisals & Supervisions

 This report is discussed at the monthly management meeting between the owner and the registered manager.  During this meeting, actions are agreed to address any areas of concern.

Customer Satisfaction Surveys

A Customer Satisfaction Survey is carried out twice a year in each Home by Philip McAuley of Care Home Satisfaction Surveys, a specialist independent research organization. Views regarding the standard of care are ascertained anonymously and audited for comparison with other care homes. Results are notified to the home. Suggested areas for improvement are examined and an improvement plan implemented.

ISO Quality Accreditation

ISO 9001:2008  – To assist us with our continual improvement programme, we have been awarded the International Standard ISO 9001:2008

Care Plan Reviews

In addition to the daily reporting by carers in each resident’s care plan, a monthly review of all care plans is undertaken by the Manager.

 Health & Safety Management

A contract is in place with an external company to inspect and advise on all aspects of Health and Safety.

Complaints Procedure

 Our complaints procedure is clearly shown on each Home’s website and an “open door” policy is held by the Manager.



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Graham Care Group, Rodwell House, Row Town, Addlestone, Surrey KT15 1HH
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