Listening to clients and staff

Feedback is an essential part of how we operate and at Newcross we regularly ask our clients and employees what they think of our services. Here are just some of the ways in which we listen to people.


Annual employee engagement survey

Every year all our employees can take the annual engagement survey, which poses a variety of questions about how we operate and gauges how they feel. From this, we can learn where the business is working well to engage and satisfy employees, and where we can improve.

Staff assessment forms

When a new employee goes out to their first shift, and at regular intervals after that, a staff assessment form is sent to the client they worked for. Clients are asked to give feedback on the performance of our employees, their skills, experience, approach and overall level of satisfaction. The scores are evaluated at an annual appraisal by the employee's line manager, but they are also reviewed on an ad-hoc basis in the interim periods.

Employee Engagement

The feedback we receive from employees is just as important to us, and they often provide excellent suggestions on ways to improve care. Our employee surveys are conducted by the branches, and the results are fed back into our quality management system.

Clients we’ve worked with say...

“I just want to send you a compliment for G. She has been an absolute godsend today. Unfortunately one of our service users had a fall, which meant that we had to provide support whilst the service user went to hospital. G was fantastic and ensured that all of the other service users in the home were well-supported and cared for. I cannot thank her enough for her assistance to me, personally, which allowed me to deal with the mass of paperwork following such an incident. Today she has been a real credit to your support team.”

“Nothing ever seemed like too much for any of you. Thank you for taking A out and about wherever he wanted to go. It was a tremendous responsibility and a lot of hard work but you always gave your best. I am sure he will be sorely missed by you all as he is by us.”

“I would like to thank you for all of the support and care you have provided. The Newcross team have been instrumental in planning and implementing a care home move and with the carers’ encouragement and dedication, many goals have been achieved. Newcross has displayed a very professional and caring approach to support a very entrenched gentleman.”

“Thank you for providing such a caring service to my mum. If needed, I wouldn’t hesitate to use Newcross in the future and I would definitely recommend Newcross to my friends.”

“Thank you, Bristol Team! You’re very nice, very cooperative and understanding. I do appreciate the effort to help us out, and that you are trying to improve the standards. I appreciate as well that some of you think outside the box and appreciate honesty. You made me feel better today and understood my needs and expectations. Keep up the good work, guys!”

What our staff say...

“I started working with Newcross two years ago and it’s the best thing I’ve done in my 30 years as a nurse. I love the flexibility, variation in the care homes I go to and meeting lovely people along the way. I have regular homes and they see me as part of their team. There are a few things I miss – not having a permanent position – but lots more I don’t. I work out of the Falkirk branch and the office staff are really good, helpful and friendly. #lovemyjob.”

“I’ve been with Newcross for eight weeks and absolutely love it. My shifts now fit around my kids and life. I’ve never been let down with shifts: whatever I put on my availability gets filled with clients.”

“I started two weeks ago with Liverpool branch, and have been impressed with them and the fact there is plenty of work when you want it. I’m finding myself working more, not less! So far so good, glad I chose Newcross.”