Online Feedback Form
You can complete our secure online feedback form, which takes just a few minutes. This form captures your feedback in a structured way and helps us categorise and respond to different types of feedback.
Share Your Care Feedback With Us
Share your experience of our domiciliary care services in Swindon. Whether you are someone receiving care, a family member, a healthcare professional, or a commissioner, your care quality feedback is invaluable.
We welcome compliments, suggestions, concerns, and care provider reviews to help us improve continuously.
Why Feedback Matters
Feedback is the compass that guides our organisation towards excellence. When you share your views with us, you help us understand what we are doing well and, equally importantly, where we can improve. This might relate to the quality of the care provided, the professionalism of our staff, the responsiveness of our service, or the communication you receive from us.
Every piece of feedback is carefully reviewed by our management team. We do not simply acknowledge feedback and file it away; we actively consider what it tells us about our service and how we can respond constructively. Feedback directly informs our quality improvement plans, which are reviewed regularly and discussed at team meetings. This ensures that frontline staff understand what we are doing well and what we need to focus on. Our senior team and registered manager use feedback to inform our governance arrangements and quality assurance processes, which we are required to maintain for Care Quality Commission (CQC) inspections.
We also recognise that positive feedback is incredibly motivating for our care staff. When someone takes the time to share a compliment, we ensure that it is shared with the team member concerned, celebrated within the organisation, and recognised in our staff appraisals and development conversations. This helps us recognise excellent practice and reinforces the behaviours and attitudes that define quality care.
How to Share Your Feedback
We have made it as easy as possible for you to share your feedback with us. You can choose the method that works best for you.
By Email
You can email your feedback to info@earnestsupportcare.co.uk at any time. There is no need to provide your name if you prefer to remain anonymous.
By Telephone
You can speak to our team directly on 07799 248331. This is particularly helpful if you prefer to discuss your feedback verbally and receive immediate clarification.
In Writing
You can post written feedback to our registered manager, Claire Louise Lewis, at Unit 9, Pembroke Centre, Cheney Manor Industrial Estate, Swindon, SN2 2PQ.
In Person
If you receive regular care from us, you can speak to any member of our care team during your visits. They are trained to listen to your feedback and to escalate concerns appropriately. Alternatively, you can arrange to speak with our registered manager or director.
Anonymous Feedback
We absolutely welcome anonymous feedback. Whether you choose to provide your name or not, we take your feedback equally seriously. However, if you would like us to provide feedback on how we have addressed your concerns, providing contact details allows us to do this.
How We Use Your Feedback
Your feedback shapes our organisation in real and tangible ways. Here is how we use the feedback we receive.
Recent Improvements from Your Feedback
We are proud of the improvements we have made based on feedback from the people we support, their families, and our staff. Recent examples include enhancements to our communication protocols, additional training for care staff on specific health conditions, changes to our appointment scheduling to offer greater flexibility, and improvements to our office procedures to reduce administrative burden on frontline staff. Each of these improvements was directly prompted by feedback that we received, which is why we believe so strongly in the power of listening to our people.
Our Commitment to You
When you share feedback with us, you can expect the following.
Every piece of feedback will be acknowledged. If you have provided your contact details and requested a response, you will receive acknowledgement within five working days.
Compliments will be shared with the relevant staff member and celebrated within our team within five working days.
Concerns will be investigated and addressed within five working days, or we will contact you to explain when we will be able to provide a full response.
If your feedback relates to a formal complaint, we will direct you to our complaints procedure and provide you with full information about how to progress this.
Your feedback will be treated confidentially, and we will not share identifying information without your consent, except where we are legally required to do so, for example, for safeguarding purposes.
Additional Information
Our online feedback form asks for the following information, though many fields are optional. Your name, your relationship to our service, for example, person using our service, family member, healthcare professional, commissioner, the type of feedback you are sharing, detailed feedback in your own words, whether you would like a response to your feedback, and your contact details if you have provided them. We use this information to categorise feedback, follow up appropriately, and track themes over time. All information is handled in accordance with our data protection and GDPR obligations.
We would like to thank you for taking the time to share your feedback with us. It really does make a difference, and we are committed to acting on what we learn. If you have any questions about our feedback process, please do not hesitate to contact us.
Types of Feedback We Welcome
Compliments and Praise
If a member of our staff has gone above and beyond, if you have felt well cared for, or if you have noticed something we are doing particularly well, we would love to hear about it. Compliments are shared with staff within five working days and are celebrated within our team. They form part of our recognition of excellent practice and support staff motivation and development.
Suggestions for Improvement
We welcome ideas, whether they are small adjustments to how we provide care or bigger suggestions about our service. Perhaps you have noticed that a small change would make a significant difference, or you have an innovative idea about how we could do something differently. All suggestions are carefully considered by our management team and reviewed against our current practice and resources. If we implement a suggestion, we will always let you know.
Concerns and Complaints
If you have a concern about our service, we would much rather hear about it early so we can address it promptly. Raising a concern gives us the opportunity to put things right quickly and to prevent small issues from becoming larger problems. If your concern is about specific conduct or safeguarding matters, we may direct you to our formal complaints procedure, but we will help guide you through this process.
Annual Feedback Surveys
Each year, we distribute comprehensive feedback surveys to everyone we support, their family members, staff, and commissioners. These surveys allow us to gather feedback on key aspects of our service, including quality of care, communication, staff conduct, and overall satisfaction.
The results are analysed and shared transparently within our organisation and with our stakeholders. Survey results are discussed at team meetings and inform our annual quality improvement planning.
If you have any accessibility requirements, please let us know when you make your complaint and we will accommodate your needs.
How to Get in Touch
If you would like to discuss care within your location, we would be delighted to hear from you. Please contact us:
Our team is available to answer your questions and arrange a convenient time to discuss your care needs in detail.