Tel: 01584 873041
About Hendra House
Quality of Service
Awards for Excellence
Our Staff
Contacting Us
Career Opportunities
Quality of Service
External Assessment

At Hendra House we are committed to providing the highest level
of service to all of our residents and their families. Year on year,
and inspection upon inspection we have consistently improved on
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 Healthy Eating
  • Shropshire Community NHS Trust – Platinum Award For Infection Control
  • 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 country.

Customer Satisfaction

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 delivering a
quality service is to develop an understanding of the individual
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 months.
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 room.
  • Variations to the menu’s to meet the changing needs and preferences of each resident.
  • Identifying additional and varied venues for future outings.
  • Improvements in documents provided for residents upon admission.

As such the views and comments of our residents and their families have been invaluable in shaping our strategic plans, and helping us develop our facilities and services for the future in alignment with the wishes of our residents.

Staff Team

All of the homes achievements have been achieved by developing a dedicated staff team, who are all committed to delivering high quality care to our residents at all times. Further reference to our staff team can be found on the “Our Staff” page of this web site.

Frequently Asked Questions

When considering if residential care is appropriate we are often asked questions about the home and the process involved. As part of our commitment to helping people make the decision that is right for them we have included a page of frequently asked questions (FAQ) on this web site which we hope you will find both helpful and informative.

Open Invitation

Whilst we are proud of our awards and accolades, we believe that the best way for you to begin to develop an appreciation of the unique homely atmosphere that exists at Hendra House is to come and meet our staff and our residents who will be only too pleased to share with you their views and opinions of the quality of service delivered. It would be appreciated if you could ring the home first to ensure that someone is available to give you the time your enquiry deserves.