Customer Satisfaction

Each year we issue separate surveys to both our patients/ clients and to our referrers asking them what they think of the service we provide. All information is fed back to our clients about what we do well, what we could do better and how we aim to improve the service we provide. All our surveys are anonymous.

In addition, informal feedback forms are available in all our centres if anyone wishes to make a comment at any time.

The headline results from our 2010 customer satisfaction survey are:

  • 88% of our brain injury/ neurodisability patients/ clients rated the quality of care received so far as “very good” or “good” (September 2010)
  • 91% of our referrers would refer to us again in the future (as at March 2010)
  • 90% of our referrers rated the quality of our service as either “very good or good” (as at March 2010)
  • "Very impressed by the level of commitment in working with challenging behaviours and able to be flexible with service users in meeting their needs”. (Abbeymoor Neurodisability Centre)
  • “I believe the services provided are very professional and there is good communication and liaison with the staff” (Blackheath Brain Injury Rehabilitation Centre and Neurodisability Service)
  • "Huntercombe Edinburgh- excellent management of very difficult cases, very good support post- discharge" (The Huntercombe Hospital – Edinburgh)
  • "The standard of care received on respite is high" (Granville Lodge) "Good quality of service from eating disorder unit in Maidenhead" (The Huntercombe Hospital-Maidenhead)
  • “Overall I have been very impressed with the unit. There is always plenty of staff and everyone has a professional manner. There is no doubt that the patients get excellent care. Well done!” (Frenchay Brain Injury Rehabilitation Centre)
  • “Very impressed and touched by the quality of the staff, who are all very caring and good to be around” (Frenchay Brain Injury Rehabilitation Centre)
  • “I love all the staff here, all very good at their job and it’s the best home I have been in” (Nottingham Neurodisability Service – Aspley)
  • “Staff are particularly kind and patient” (Hothfield Manor Acquired Brain Injury Centre)
  • “The staff are all very friendly and it’s good that some have been here for years so that the service is more consistent. The activity ladies in particular are fab” (Nottingham Neurodisability Service- Hucknall)
  • “I have my own privacy and my own choice of mind” (Stanhope Neurodisability Centre)
  • “We are so pleased with the treatment that X has got on Richmond Ward, we would not want to go anywhere else for her treatment. This is the way other mental health units need to learn to be.’ (The Huntercombe Hospital, Roehampton)