Family and Carers

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We know the people we support are part of a wider circle of family, friends and networks that are important to them and therefore important to us. We will work in partnership with you to ensure we provide the right service for your family member, but also to support you as a family carer.

We acknowledge and respect your expertise on supporting your relative. Before someone comes to one of our services, we plan with them and with their family carers in order to make the move as stress-free as possible.

Once an individual has come in to a service, we know that family carers can be a valuable source of information about them, and should be involved appropriately in care decisions.

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Below are some of our frequently asked questions from family carers. If you can't find the answer to any questions you may have, please click here to contact us. You can also find more information in our Family and Carers brochure.


  • What happens when my family member comes to a service? +

    What happens really depends on each person’s own individual needs and situation. Some people need to be admitted quickly and some may arrive after a longer planned transition.

    Sometimes a person’s family might not have had a chance to visit the service before they arrive, but the staff team will always try to get in touch with families and carers to introduce themselves, find out more about the person and provide you with some information about the service. Even if a person has to be admitted quickly we will always have assessed their needs and made sure it is the right place for them to be.

  • How will you keep in touch? +

    Within each of our services we look forward to receiving visitors as well as updates from family carers and friends by email, phone or video call.

    Family carers and important others are encouraged to develop good contact arrangements with staff. If there is good news to share or even if we have a concern, the Registered Manager or Named Nurse will take the time to contact family carers directly, usually by phone.

    You are also welcome to call the service and ask to speak to the Registered Manager or Named Nurse for an update on how things are going.

  • How will my loved one be involved in their care? +

    The people we support are encouraged and supported to say how they feel about all aspects of the care they receive. This starts with them giving us their views about their own support, what they like and dislike and ideas for their personal activity and support programme.

    We arrange Service User Involvement Forums regionally and within each service for people to discuss the service, share concerns, make comments and suggestions for activities or on ways to improve their daily lives.

    Feedback from the people we support is vital to making sure we are doing things well. We have questionnaires that are used to support people to give us feedback. Adapted questionnaires are used for people who need support with communication to ensure all voices are heard and acted upon. All feedback is collated and shared with the Board members.

  • How will my family member be kept safe? +

    We know how important it is to you to know that your family member is safe and happy. It is our priority to make sure this happens. All incidents, accidents and concerns about care or treatment are acted upon, documented and reported as soon as possible in line with company policies and procedures. Families and carers will be informed of any issues of concern.

    Everyone we support has access to an independent advocate. They can ask to see them at any time and this will be arranged. All staff have access to an independent whistle blowing service for them to use if they are worried about patient safety, care and/or their wellbeing. All services have staff on duty 24 hours a day. All staff have to provide references and have a Disclosure and Barring Service (DBS/PVG) check completed before they can start work. Every staff member also attends training on Safeguarding/Protecting Vulnerable Adults every year.

    Danshell collects a range of personal information vital to the care and treatment of all service users. This information about your relative will only be shared with those people who are involved in their care. We will only share their information further if we really need to, for example to keep your family member safe. All information that we hold about an individual can be viewed by them should they wish to see it.

  • How can I get involved? +

    You will be invited to regular CPA (Care Programme Approach) or Care Review meetings, which are a great way that everyone involved in your relative’s care and support can meet. It is at these meetings that people can talk about progress and discharge planning.

    Some of our family carers are involved in the recruitment and interview process for employing staff. This ensures that you can have your say about who you think would be able to deliver good support for your relative. Contact us if you would like to get involved.

    We also have a Family and Carer Forum, which is made up of families and carers across the UK. It is run independently of Danshell, whose only role is to offer administration support. This forum is a meeting place for family carers to use, where they can seek or exchange information, ask questions, discuss fears and worries and provide support to one another.

    The forum produces a Family and Carers newsletter, which helps families share experiences as well as keeping people up to date with benefit information, legislative changes and relevant Danshell developments. The forum are always looking to increase numbers so please get in touch with your regional representative if you are interested in hearing more:

    • Representative for Scotland
    • Representative for North East
    • Representative for Midlands
    • Representative for South East

    Bill NicolBill Nicol

     01738 812267


    Geraldine MyersGeraldine Myers

     07751 273230


    Jane RadbourneJane Radbourne

     07817 463914


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    If you are interested in becoming the new South East Family Carer Representative, please contact Helen Gent, Marketing Manager, on or 07971 538 981, or Bill Nicol, the Family Carer Forum Chair on  or call 01738 812267.

  • How can I tell you about a compliment, comment or complaint? +


    You can speak to any of the following people by calling 01904 206 728:

    Chief Executive Officer - Mel Ramsey 
    Central Division (North East and Midlands) - Sharena Record
    Scotland & South East England - Melinda Glover

    You can also speak to the regulator for your region:
    Care Quality Commission (CQC) on 03000 616 161 for all English services
    Care Inspectorate on 0345 600 9527 for all Scottish Care Homes
    Healthcare Improvement Scotland on 0131 623 4300 for all Scottish Hospitals

    In writing

    You can write to the people listed above at the following address:

    Danshell Group
    Gateway 1
    Holgate Park Drive
    York YO26 4GL

    All our complaints are logged and responded to in line with our Company complaints policy. Should you wish to receive a copy of this policy we would be only too happy to let you have one. Also, please remember that it is nice for us to hear when we are doing well and all compliments and comments are logged too. In all our services we have a zero tolerance of abuse towards staff and do not expect our staff to be subject to abuse by visitors. If any visitor has a concern or complaint, then they can discuss this with the service manager who will then follow our complaint policy.

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