Our Customer Promise

The Customer Promise is our Commitment to providing the very best standard of care for residents, in most cases exceeding the national standards. Read on to see how we fulfil our promise in all areas of Orchard Care Homes.

Please contact us to arrange a visit 0845 602 7469

Our commitment

'Caring is in the detail'  forms the basis of everything we do, and we believe that you have the right to know what level of service you can consistently expect from us. The Orchard Customer Charter is our commitment to get it right first time, every time.

We are proud to say our Customer Charter exceeds the Department of Health's National Standards for Care Homes for Older People.

Where you live

Your home

• Purpose-built, award winning homes
• Living rooms with surround sound television and separate quiet lounges
• High quality, safe fixtures and fittings
• Lifts to all floors and full wheelchair access throughout
• Beautiful landscaped gardens

Your room

• En-suite bathrooms
• Fully fitted furniture
• Personal possessions such as ornaments, pictures and small items of furniture are welcomed
• Security features – window locks, smoke alarms and an emergency pull cord
• Individual room keys for residents

The way you live

• A choice of three menus every day and catering for special diets example menu click here
• Residents can take part in a weekly timetable of activities example activities timetable click here
• Regular trips out to places of interest
• Everybody has a dedicated carer and personal care plan
• Visitors are welcomed at all times

Your freedom to choose

• Residents can choose when to get up and go to bed
• Residents can take meals in the dining area or in their own room
• There are a variety of services provided in the home – chiropodist, hairdresser, optician and dentist
• Snacks are available at all times
• All religious faiths can be observed

Our experience tells us that it’s the little things that make an Orchard Care Home a better place to live. Here are some of the ways we deliver on the promises set out in our Customer Charter.

Where you live

None of us like red tape, but it is generally accepted that the National Standards for Care Homes for Older People ensure residents will be well looked after and relatives have peace of mind. These standards cover, among other things, the suitability of buildings and rooms for elderly care.

The majority of care homes are converted older buildings, with only 25% being built for purpose. However, because all Orchard Care Homes are purpose-built, they often go beyond National Standards for Care Homes for Older People and provide a better standard of living.

• Bedrooms are built to give residents more space than is specified in the government regulations. Each is equipped with en-suite bathroom, television, telephone-point and internet connection.
• Lifts to all floors are positioned centrally, for easy access. Floor levels are constant throughout the home, making mobility easier.
• Windows are positioned at a lower, more convenient level for residents, and are designed to maximise daylight.
• Lighting in the home is designed specifically to cater for the visually impaired.
• Lounges are positioned adjacent to bedrooms for residents convenience.
• Swing-free fire doors can be easily opened by the elderly and frail, and state-of-the-art alarms are used for maximum safety.

How you live

Orchard Care Homes offer residents a variety of different activities on a weekly basis. With entertainment including bingo, tea dances, film matinees and weekly visits from singers and pianists, there’s something to please everyone. Activities such as armchair aerobics offer gentle exercise that is suitable for those with restricted mobility. Friend and relative coffee afternoons offer a great chance to socialise. Children and grandchildren are encouraged to visit, and take part in family activities. Residents have access to a hairdresser, dentist, optician, beautician or chiropodist whenever it suits them. Please see the noticeboard in the home you’re visiting for the monthly activity plan.

Our staff

We believe that the professionalism of our staff and the relationship they have with our residents is key to creating a happy and homely environment. Every employee has an individual training plan and have, or are working towards, an NVQ in Direct Care. Furthermore, all our carers are reviewed and assessed on a bi-monthly basis. This ensures they are proficient in delivering high standards of care.

The little extras

We believe ‘caring is in the detail’, and consideration for the little extras can make a big difference: things such as access to the internet in every bedroom, with the option to send and receive emails; being able to bring personal items from home; specially devised menus that are both varied and healthy; and the freedom to choose when to get up and go to bed. These details promote independence and help residents to live just as they would in their own homes. Upon moving into the home, we ensure that all new residents receive a welcome pack to help them settle in.

Just as in your own home, visitors can come and go freely. Refreshments are available to them at all times and they are welcome to join residents for meals if we are notified in advance. Wherever possible we also invite visitors to take their relatives or friends on trips out. If a wheelchair is needed, we will make sure one is available.

We think it is important for relatives and close friends to be kept informed of residents progress in the home and have a point of contact in the home. Every resident has a Personal Carer who can provide regular updates, and the Care Home Manager will always be happy to talk to the relatives concerned.

“You can get out and have a bit of fun with your friends.”
Dorothy Holgate

“Orchard Care Homes have a slogan - "Caring is in the detail". Sutton Lodge and Sutton Hall are the finest of their type i have ever seen.”
Councillor Steve Place

If you wish to visit one of our care homes please contact us on 0845 602 7469