TLC Care is celebrating after successfully maintaining its World Class Accreditation after being assessed by Hospitality Assured. The assessment resulted in an outstanding overall score of 84.1%, with a remarkable achievement of 80% or higher in each of the nine areas evaluated. Notably, TLC Care received the highest scores in Customer Service and TLC culture, with an impressive 88.3%.
TLC Care owns nine care homes, four of which are located in North London – Candlewood House, Carlton Court, Kailash Manor and Karuna Manor, with a further two in Potters Bar; Cuffley Manor and Cooperscroft. Additionally, two of their homes are based in the Cambridgeshire area; Cherry Hinton and Cambridge Manor with Camberley Manor in Surrey completing the portfolio of luxury residential, nursing and dementia homes.
Talking about this incredible achievement involving their 9 homes, Paavan Popat – CEO of TLC Care said “I am incredibly proud of our commitment as an organisation to holistic-centred hospitality for all of our residents, making their wishes come true and ensuring that they always are at the heart of all we do. The nine principles of Hospitality Assured enable us to benchmark our outstanding approach to resident experience and evaluate the impact of our continuous improvement journey in this area. To sustain our World Class Hospitality Assured status and achieve such significant growth in terms of our overall score, is a credit to our dedicated team members who provide such wonderful customer care to our residents and their loved ones each and every day whilst living our values of Truth, Love and Compassion. We will continue to grow in this area and further enhance the lives of others through outstanding hospitality and customer experience.”
Max Lawrence, Director at Hospitality Assured, commended TLC Care on their exceptional achievement, stating, “The assessors witnessed the full impact of their careful planning in the post-pandemic landscape. The team has worked tirelessly on their vision, values, and procedures to ensure that their residents are at the nucleus of all they do. Through their dedication, TLC Care is the second highest scorer using Hospitality Assured criteria, which demonstrates their outstanding standards of service. This is such a massive accomplishment for the team and trailblazes what can be achieved in the care sector with the right mindset.”
Lorna Russell, COO of TLC Care said. “I am absolutely delighted our wonderful TLC team have again achieved World Class Status with Hospitality Assured and significantly increased our overall score showcasing to all the outstanding hospitality and customer service we provide to our residents who are at the heart of all we do. It has been an absolute pleasure to work in partnership with our team members and Hospitality Assured assessors on our Hospitality Assured journey and to be a part of an engaging assessment where our team members were able to showcase all they do each and every day to make a positive difference to the lives of others. Our highest scoring area was for customer service and organisational culture, which reflects how our values of Truth, Love and Compassion are at the core of all we do, and I would like to say a heartfelt thank you to our team members whose passion for hospitality and enhancing the lives of others is simply inspirational.”