Directors' statement - Our residents come first

"As a privately owned care home our philosophy to the business of care will be more personalised than our larger and more corporate competitors. We really do deliver a high quality of care and understanding in a real home from home environment."

Peter Barden and Richard Barden - Directors
Waterfall Nursing Homes Ltd.

Comments and Compliments

Park Lane would welcome any comments and ideas to better our home and service. We would also welcome any compliments so as to pass on to our hard working staff.
info@waterfallnh.co.uk

Complaints and Procedure

Park Lane is committed to providing a good quality service, but we are all human and sometimes things may go wrong or you may not be satisfied.
We are very keen to receive your feedback and comments. It is from your comments and feedback that we are able to continuously improve our service.

• We value both positive and negative comments.
• We will take all complaints seriously.
• We will investigate them thoroughly
• We will inform the complainant about the outcome of our investigations.
• If we have made a mistake we will put it right.
• We will keep a record of your complaint.

If a resident, relative or visitor feels that there is cause for complaint, this should be discussed with the Person in Charge. If the matter is serious or if the Resident remains dissatisfied you should ask for the complaint to be passed on to a Director. It would be for a Director to decide what further action to take, including whether your complaint should be referred to the Commission for Social Care Inspection or a Social Service Department.

Quality Assurance

Park Lane is registered with the Care Quality Commission. Park Lane will be inspected on a regular basis. The latest inspection report is always available within the home, alternatively please click here to access the report.