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 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 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 during the planning of these.
I would like to thank staff at Nicholas House for their warmth and kindness and the high standards of care during my mums stay. She was discharged from Hospital in a pretty weak state but over the past three months you have nursed her back to a much improved level of health and for that alone my mum and her family are sincerely grateful. She has had nothing but good things to say about all staff at Nicholas House but now the time has come to plan her longer term future in an environment where more of her friends are to be found. It is therefore with a tinge of sadness that mum is leaving her residency. Thank you once again you have been amazing.
Any words of thanks that I can write would be woefully inadequate to express our gratitude for the all the care, love and attention that you have bestowed on Peggy during her last year at Nicholas House. She was with you for a full 13 years and has always been happy and contented. Latterly of course her life was difficult and she needed much more attention but this you all gave instinctively. She would never have reached the grand age of 96 if she had not received all your help and kindness. So I do send a big thank you to you all.
I just wanted to say to your staff thank you and well done, as I visited one of the residents today. It was a day when the entertainer was visiting, the staff, residents and visitors were also included and I was welcomed by the residents and your team.
The whole experience was heart warming and I felt the staff at Nicholas House work for the love of these lovely residents. What I did notice was that you made sure all the residents were welcomed and given chance to go outside and get some fresh air and enjoy the afternoons entertainment, no matter how frail or difficult it was to get wheelchairs outside ,they were well looked after too with sun cream and hats and plenty of care and attention if needed. The more able were given a chance to dance and the more physically frail were encouraged to join in to the singing. Just by being sat next to George I was able to see how happy he is at Nicholas House. He told me he enjoys all the company and got lost in the entertainment and asked me to dance. It just shows how important these sessions are. Thank you again.
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 will make sure that the arrangements for investigation of complaints are fair and transparent.
Complaints and suggestions from Service Users 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;
11 Church street
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 Cloverdale 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