Outstanding – that’s Temple Grove Care Home at Herons Ghyll, between Uckfield and Crowborough, according to the Care Quality Commission (CQC).
A report released by the CQC last week was glowing, including comments such as: “Everyone we spoke with, and heard from, gave the highest feedback about the service, and the kindness and compassion that staff showed people.”
General manager Alison Barnes is delighted with verdict and so is her team of 105 staff, 20 of them nurses, who are currently looking after 55 residents.
“What makes me most pleased is that every single department within the home has been singled out for praise, including maintenance, housekeeping, food, activities, welfare and care, and nurses,” said Alison.
“We operate as a team with kindness at the heart of everything we do and it’s wonderful to see that recognised in the report.”
One of the owners of Temple Grove, Joanne Ellison, said: “I’d like to give a huge thank you to Alison Barnes and the amazing team at Temple Grove. This rating demonstrates the outstanding sustainability of this home over a number of years.
“The fact that less than 3% of nursing homes in the UK achieve this accolade is testament to the dedication and hard work of all of our staff. We are extremely proud.”
An unannounced inspection was carried out by the CQC over two days in November and the results were announced last week.
Kindness and compassion
The report says:
“Everyone we spoke with and heard from gave the highest feedback about the service, and the kindness and compassion that staff showed people ie ‘I’m not treated as just a resident, I’m treated as my own special person’; ‘Couldn’t think of a nicer nursing home. Always life and laughter here. I’d recommend to absolutely everyone’.
”People felt listened to and the personalised dedicated support had a profound impact on their wellbeing. Relatives told us how much this meant to them and their loved ones.
“Staff had considered every aspect of support required for end of life care and created innovative ways to support people and their relatives during this difficult time. Activities were thoughtfully planned centred on people’s interests and staff promoted strong links with the community.
Finger on the pulse
“Everyone we spoke to was highly complementary about the registered manager and how the service was run. One relative said, ‘The registered manager really has her finger on the pulse. She is so caring.’
“The management team spoke with great passion about the service and encouraged staff to provide the best possible care to people.“
The report says the registered manager and quality training manager used creative ways to listen to people’s views and acted on them to improve.
It goes on: “Community involvement was strongly promoted and opened up new networking opportunities for people.
“The management team had good oversight of what happened day to day. They had developed tools to help track the quality of the care and support, so they could improve it. There was a culture of everyone being involved in the continuous improvement of the service.
“Equality and diversity were deeply embedded into the home. People’s differences were highly respected and supported.
“Staff worked hard to promote people’s independence mitigating any risks, so they were not restricted from doing what they wanted to do.
“A relative told us: ‘My relative is treated as a person, not a number. Staff are absolutely brilliant and care so much’.
“People and relatives told us they felt safe and were supported by a strong, knowledgeable staff team. People were involved in recruiting staff, so they had a say about who would support them.
“People received their medicines safely and were supported to have as much control as they wanted over their medicines.
“Everyone we spoke to was confident that staff had the skills and knowledge to meet people’s needs. People were supported by a range of health and social care professionals to improve their wellbeing.
“People’s nutritional needs were consistently met, and they were positive about the quality and quantity of food provided.
“People were supported to have maximum choice and control of their lives and staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.”
The full report – which judges Temple Grove in five different areas, including safety, effectiveness, how caring it is, responsiveness, and how well it is led – can be found on the Care Quality Commission website here.