Complaints
The Home’s staff are selected for their qualities of reliability, integrity, skill, friendliness and professionalism.
All care staff within the Home are appropriately qualified to deliver the highest standards of care.
If as a resident, relative or visitor, you feel that there is cause for complaint, you should first discuss the matter with the person in charge. If the matter is in your opinion, a serious one, or if you remain dissatisfied, you can record the complaint in the complaints register, which is available from the person in charge. A full investigation will be made into the complaint and you will be advised of the results as soon as possible. If after this investigation, you are still not satisfied, or if you feel that the complaint is of a serious nature and you wish to speak to a registration officer, then you should contact the Care Quality Commission whose address is contained in the Home's Complaints Procedure and the Contract of Residency. Also contained therein are the contact details for your local Social Services Department and Protection of Vulnerable Adults team who may also be of assistance to you.
Useful Information
Details of Staff Numbers and Staff Training
Accommodation
Admission
Financial Arrangements and Accommodation Charge
Privacy and Dignity
Fire Safety
Religion Worship Attendance at Religious Services
Contact with Family and Friends
Complaints
Bereavement
Leaving or Temporarily Vacating
Monitoring and Quality
Pets
Medication
Telephone
How to Contact External Agencies
Residents Opinion
Jobs at Thornlea
Links
Privacy & Cookies Policy
Further Information
We will endeavour to make your stay with us as happy as possible by providing the best care and ensuring that your individual needs are fully satisfied and that includes serving you with your favourite meals.Visiting hours are unrestricted. However, if you intend to visit the Home outside of 9.00 am to 9.00 pm please could you let the staff on duty know beforehand, as the external doors will be locked for security reasons.
Jewellery, cheque books and money belonging to residents can be stored in a secure place in the office for safe-keeping. (The management cannot be held responsible for loss of money or valuables not in safe-keeping). We do ask that we be informed if a resident is keeping a large amount of cash in their room. Lockable cabinets and/or safes are available should our residents require these as are locks on bedroom doors.
Staff do not expect, nor are allowed to accept, gifts and to do so contravenes their terms and conditions of employment.
During your stay should you have any questions or wish to make any personal requests please talk to a senior member of staff who will be pleased to deal with the matter on your behalf. Should you have any suggestions to make concerning our activities programme we will be delighted to hear from you.
