At Hendra House we are committed to providing the highest
of service to all of our residents and their families.
Year on year,
and inspection upon inspection we have consistently
our external inspection ratings with regard to:
- Care Quality Commission – Shropshire’s first home to
be rated as “Outstanding”
- Shropshire Council – 5 Star Food Safety Rating
- Shropshire Council & PCT – Platinum Award For
- Shropshire Community NHS Trust – Platinum Award For
- Investors In People Award – Accredited since 2005
The views and opinions of our residents and their
relatives have been recorded on the
website which has resulted in the home receiving an
overall customer satisfaction rating of 99.78%, which in
turn has resulted in the home being
voted one of the top 10 rated elderly care homes in the
We pride ourselves on our attention to detail, with a
genuine desire to meet fully the individual needs and
wishes of those we serve at all times.
Staff have successfully completed National Vocational
Qualification in Customer Service, in order to further
enhance the quality of service delivered to our residents
and their families.
Evidence of achieving this aim can be measured by the
feedback and recommendations of our residents and families
and we are delighted to record that for the second year
running we have been selected as the Best Care Home in the
West Midlands with an overall rating of 9.9.
In addition our levels of customer satisfaction have
consistently been recognised both, regionally and locally
resulting in the home being voted the Best Company in
Shropshire for Customer Satisfaction at the Shropshire
Business Awards, as well as winning the Client
Satisfaction Award at the Shropshire Care Awards.
Whilst our awards are noteworthy and recognise the quality
of service delivered we believe that the best way of
quality service is to develop an understanding of the
needs of each of our residents and their families.
Evidence of the quality of service provided is reinforced
by the heart felt comments of current and former residents
and their families in the Testimonials section.
As a result of being a family owned home both the owners
and the management team have daily contact with each
resident and are easily accessible to both residents and
their families alike.
In order to fully understand the needs of each resident we
carry out care plan reviews every month, and carry out a
review with families members if appropriate every two
In addition residents arrange and hold their own meetings
in order to identify ways in which we can improve our
service delivery. Recent suggestions have resulted in:
- The introduction of a surround system in the lounge.
- Changes in the weight of cutlery used in the dining
- Variations to the menu’s to meet the changing needs
and preferences of each resident.
- Identifying additional and varied venues for future
- Improvements in documents provided for residents