Our philosophy of care
We aim to provide holistic care fully involving both the residents and relatives, with in depth planning and constant evaluation of care plans to ensure that physical, social and emotional needs are met; all of our residents are individual and so our care plans are person centred.
We strive to preserve and maintain the core values of care, which are fundamental to the philosophy of our home; dignity, respect, individuality, privacy, right and fulfilment. All of our residents are individual and some have needs that others do not.
We like our residents and their relatives to be able to influence the menu, the activities and other aspects of the home. The manager runs regular resident and relative meetings, where all these items are discussed and inputs taken into account before planning changes.
My mother has just passed away after spending nearly 10 years at Temple Croft Care Home. Her funeral was yesterday (2nd June). During the final months of her life the love and compassion shown by all staff was magnificent. I have always admired the professionalism shown by everyone at Temple Croft Care Home where it was apparent that my mother spent the best years of her life. Our regular visits were a pleasure but in the last few weeks I have been reduced to tears watching everyone displaying such kindness. A big thank you goes to the staff who attended my mother's funeral.
Would like to say how caring and patient the manager and all her staff were at Temple Croft. My mother-in-law spent over a year there; in her last days she was shown such dignity. We were provided with endless cups of tea.
Thank you so much for all concerned. Also, the most caring touch, was when funeral directors arrived, two members of staff were with my mother-in-law. They had never seen that before, so touching.
Temple court is a lovely home with happy long standing staff and manager. Always a welcome when visiting. My sister is really looked after and is well fed and she speaks highly of the home. She had a lovely 100th birthday party with family and entertainers, well remembered by all. I would recommend the home to everyone.
Complaints Suggestions & Compliments Policy
We have a process for dealing with receipt of, recording and resolution of all complaints in order to comply with the regulations. We make sure that the arrangements for investigation of complaints are fair and transparent.
Complaints and suggestions from residents or their relatives are a valued source of information regarding the Care Quality Commission and Local Government Ombudsman guidelines are adhered to.
There are several distinct levels of dealing with a complaint, audit is important for the speedy and effective resolution that each level is followed.
The principles are;
- The nearer the person dealing with the complaint to the direct service delivery, the better the likely outcome of the complaint. That person has a better detailed knowledge of the service and can react quickly and appropriately. An exception to this principle will be made in the case of a complaint which alleges abuse in which case the complaint will be immediately and directly reported to a senior manager. At this point the safeguarding policy should be followed as per local authority advice and the necessary notification made to the CQC.
- Accepting that personalities can be a factor in complaints, the multiple staff allows this problem to be avoided. The complaints process will only be regarded as “completed” when the complainant or their representative has indicated in writing if possible, that they are satisfied with the outcome of the complaint procedure.
- Complaints and suggestions will in all cases be taken seriously, recorded, their practicality/usefulness investigated, and the instigator informed of the decided outcome.
We will appoint a complaints manager within the business that will be responsible for dealing with all complaints. It could be a registered Manager but whoever is appointed they will be in senior position within the business.
- The home must be able to respond to complaints both by email and in writing. Telephone conversations are not sufficient themselves, as they do not constitute a proper record.
- The website has an email address and inbox for managing complaints.
- We will respond to complaints within 24hours of receipt either in full, or to acknowledge that it will be investigated Update the complainant in writing about progress during the investigation.
- The complaint procedure must be publicly available.
- Investigations and outcomes will be recorded on the complaints form, adding additional sheets as required.
- All employees are warned that written complaints recording rules must be complied with, and those records held where they are freely available to supervisors and managers. Any attempt to conceal a complaint may give rise to disciplinary action.
- The complainant will be requested to examine the written records of the complaint and sign to indicate agreement with the outcome.
- In the event of a continued disagreement which cannot be resolved internally, the complainant will be advised to approach an appropriate external authority, such as the CQC, funding authorities such as Social Services or NHS, an independent advocacy services are available. The registered Manager should support the Service User to contact an appropriate independent advocate if the resident shows any signs of being unable to fully make, or further pursue, the complaint.
- The completed complaints form will then be handed to the Registered Manager for permanent filing, centrally and on the service user file.
- The Management meeting will periodically (recommended every three months) review all complaints since the pervious review in order to identify trends and matters which may have appeared to be relatively minor at the time, but which indicate a deeper problem.
- The service action plan should be updated to include all action to be taken to resolve any requirements of recommendations made following any investigation.
A complaint can be made; by telephone; in writing; by email; or in person.
All responses will be made/followed up in writing (preferably by email)
Complaints to be made to;
Temple Croft Care Home
North east Lincolnshire
Telephone; 01472 752684
Complainants must receive acknowledgement within 24hours. In this acknowledgment we will let you know who will be investigating the complaint.
There is a time limit of 12 months for the acceptance and investigation of complaints.
Once your complaint has been fully dealt with by Temple Croft Care Home, if you are not satisfied with the outcome you can complain to the Local Government Ombudsman (LGO). The LGO provide a free, independent service. You can contact the LGO Advice team for information and advice, or to register your complaint;
0300 061 0614
The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters.
Our service is registered with and regulated by the Care Quality Commission. The CQC cannot get involved in individual complaints about providers, but is happy to receive information about our services at any time. You can contact the CQC at;
Care Quality Commission (CQC)
City gate, Gallowgate
Newcastle upon Tyne