RESIDENTS' GUIDE
This document sets out our aims and objectives, the range of facilities and services we offer to residents and the terms and conditions on which we do so. Our Statement of Purpose, (of which this document is a summary), specific Policy Statements and our most recent inspection report is readily available on request..
Contents
Data Protection & Access To Personal Files. PAGEREF _Toc243823645 \h 10
Legal Advice - Consulting A Solicitor. PAGEREF _Toc243823647 \h 11
Temporary Vacation Of Accommodation. PAGEREF _Toc243823652 \h 13
Hunter's Lodge is registered with the
Care Quality Commission (CQC), in accordance with the Care Standards Act, to
provide care for a maximum of 36 residents in the following categories:
OP old age,
not falling within any other category
E people
over 65 years of age but who do not fall within the category of old age
DE dementia
(over 50 yrs of age)
MD mental
disorder, excluding learning disability or dementia (over 50 yrs of age)
LD learning
disability (over 50 yrs of age)
PD physical
disability (over 55 yrs of age)
D past
or present drug dependence (over pensionable age)
A past
or present alcohol dependence (over pensionable age)
SI sensory
impairment (over 55 yrs of age)
Hunter’s Lodge Retirement Home Ltd, is a privately owned, family
run company with Heather Cowley as Managing Director, and Allison Cowley-Smith
as Director and Company Secretary.
Heather opened the home in February 1984 and her daughter Allison became
registered as joint manager in 1988 after gaining the necessary experience and
qualifications. Monica Gardner
joined the management team in 1997, after being employed at Hunter’s
Lodge for some 8 years previously. Although Heather is no longer actively
involved in the running of the home, either Allison or Monica is almost always
available or on call.
Prior to admission an experienced member of staff
from the home will carry out an "Assessment of Need". Information will be sought from
relatives and any medical professionals involved in their care. A prospective resident will only
be accepted if the manager feels confident that the home can adequately meet
those needs. However, if subsequent
to admission it is found that information relating to the residents abilities
or care needs has been grossly inaccurate or withheld, we reserve the right to
withdraw our offer of care.
People who are especially disruptive or who are physically aggressive and
likely to cause harm to others will not be admitted.
As
well as caring for people who are permanent residents, we also provide day care
for up to 4 people per day. Additionally we can provide respite care. However, we do not maintain a dedicated
short stay room so the availability of this service is very limited. The same facilities and services will be
provided as to those offered to our permanent residents.
Management and staff appreciate the necessity for a
compassionate understanding of the individual needs of the resident. The
qualities needed to provide such an understanding and guidance emanate from
management and senior staff who in turn take professional advice as
necessary. (Please ask for a copy
of our specific policies relating to the care that you need)
A
comprehensive, written care plan is developed for every resident, and this is
reviewed at monthly intervals, or sooner if there is a change in the
individual’s care needs. Residents and/or their relatives are asked to
contribute to this care planning process.
Hunter's Lodge is a multi-category care home,
registered with C.Q.C.. We aim to
provide a high standard of care, delivered by trained staff who promote
independence and as high a quality of life as possible in a happy and homely
environment.
a)
To comply with the Care Homes Regulations and aspire to the outcomes
described in the National Standards.
b)
To deliver care sensitively and flexibly, ensuring respect and privacy,
dignity and independence as far as possible, irrespective of the residents'
physical or mental infirmity
c)
To maintain a stimulating environment for residents through social
interaction and involvement in all aspects of the running of the home.
d)
To provide safety and security that protects our residents at all times,
while ensuring that our care does not become overly paternalistic or
unreasonably restrictive.
e)
To provide food that is
nutritionally balanced, appetizing and plentiful, taking into account likes,
dislikes and special dietary needs.
f)
To ensure that the premises are clean, odour free, safe, healthy, homely
and welcoming
g)
To maintain a robust recruitment process, and then train and equip our
staff to enable the aims and objectives to become a reality for each resident
h)
To maintain our training and procedures to ensure continued multi category
registration
i)
To
communicate and consult regularly and effectively with residents, relatives,
staff and key stakeholders in order to ensure that the stated aims and
objectives are maintained.
j)
To manage Hunters Lodge in a way that ensures the long term security of
the home.
Hunter's Lodge aims to provide a high standard of
care in a happy and homely environment, promoting independence and as high a
quality of life as possible with the support of trained care staff. Our philosophy is based upon a
belief that all Residents have the right to be treated as individuals. Whilst we require staff to work within
basic guidelines and routines this does not institutionalise care. This will be monitored at regular
intervals, in full consultation with all residents, relatives, staff and
visiting professionals.
Residents choose how they wish to be addressed.
Although first names are often used between residents and staff, this is not an
automatic assumption, even though this practise may be consistent with a family
atmosphere.
In order to retain dignity, self-respect and levels
of ability, all residents will be encouraged in maintaining independence, to
whatever degree possible, in every aspect.
Residents are actively encouraged to take part in decision-making
regarding their own care and the running of the home.
In accordance with the principles of the Mental
Capacity Act (2005) and good
practice guidance, responsible risk taking is regarded as normal, and residents
will not be discouraged from undertaking activities solely on the grounds that
there is an element of risk. Those who are competent to judge the risk to
themselves will be free to make their own decisions, so long as heir actions do not threaten the safety of others.
Hunter's
Lodge is "Home" to the residents, and the management will agree to
all residents' reasonable requests in the use of the home, and its facilities.
The accommodation at Hunter's Lodge is entirely for the use of the residents
and their guests.
Our residents' need for privacy will be respected
at all times, and we recognise the importance of personal and private space and
time. It is understood that some
residents accustomed to living on their own, may not wish to spend all their
time in communal areas, but will prefer to spend time in their private rooms.
Meals are also served to the resident in his/her own room if so desired. Companionship will be encouraged,
but the important criteria is the wishes and needs of the resident.
Management and staff will always speak
confidentially and privately with the resident when discussing his/her personal
needs or problems, and never in the presence of other residents.
Residents are strongly encouraged to bring personal
belongings and furnishings in to the home. Items such as ornaments, photographs
and pictures, ensure immediate familiarity in an unfamiliar room. Where
possible, residents are encouraged to furnish their own room, but advice should
be sought as to the suitability of larger items of furniture. In order to
ensure residents’ and staff safety, we must ensure that furnishings
comply with current Fire Regulations, and any electrical items brought in to
the home will be subjected to a Portable Appliance Test. We are happy to assist
residents with the transportation of their belongings (within a 20 mile radius)
at no extra cost.
Belongings brought in to the home will remain the
property of the resident. In the event of the resident's demise, the executors
should arrange for the disposal of such property. Furniture and belongings are
covered by our own insurance, to the collective value of £1,000 maximum.
Any additional items such as personal valuables should be insured by the
resident separately.
A record is kept of items brought in to the home,
and therefore we would ask to be informed if any item is removed, or if any
additional items are brought in.
Although lockable facilities are provided in each
room, residents are advised not to keep amounts of cash or valuables in the
room We would
not usually wish to accept valuables or cash for “safe keeping”,
but in the event that assistance is requested with this, we will advise on
other options available to the resident.
Hunter’s Lodge
is located in the quiet
The home which was originally converted from
stables provides accommodation on a split level with both stories having
ground floor access. The lower ground floor is
accessed by stairs that are fitted with a stair lift.
Four very comfortable lounges are
available for residents use; one with an indoor fish pond and fountain. There
are also two Dining Rooms, and a pleasant courtyard and gardens with suitable
seating arrangements, which is used by residents and their visitors in warmer
months.
A choice of single or shared room accommodation is
provided in 29 bedrooms, the majority of which offer en-suite toilet
facilities. The home is wheelchair accessible throughout the upper ground
floor.
All bedrooms are fitted with Yale locks on the
door. On admission, the resident will be asked whether they wish to use this
facility. Obviously, a master key is carried by staff for use in the event of
an emergency. A lockable item
of furniture is routinely provided and cash boxes are also available on
request. Bedrooms are fitted with
Fire detection systems and an intercom call bell system, in order that
assistance can be called for at any time. Televisions are provided free of
charge, although residents are very welcome to bring their own set, with which
they are familiar. Coffee/tea making facilities will also be provided, free of
charge, on request.
In
addition to the registered managers, there is a senior (or acting senior)
member of staff on duty at all times, who will have had an absolute minimum of
2 years experience and received additional training in residents’ needs and
conditions.
Hunter’s
Lodge has always been committed to the training of all staff at all levels. We aim to achieve and
maintain a team of care staff, at least 50% of whom are qualified to NVQ Level
2 as a minimum. All staff receive additional training on a regular basis, in specific areas relevant to
their work role, and the needs of the people in our care.
This work places such demands on staff that they
require not only training but also a high degree of maturity, personal
strength, and insight. The qualities of our staff group enable them to
understand residents' behaviour, respond effectively, to cope calmly with their
anxieties and to handle crises flexibly when they occur.
Hunter's Lodge is Registered as a Care Home, where
24 hour care is provided within the concept of 'family care', in a homely
environment. We do not employ any qualified nurses, and we are not registered
to provide Nursing Care. Medical and nursing care is provided by the Doctors
and District Nurses who regularly visit the home. Other health care
professionals, such as specialist consultants are also called upon for advice,
or to make domiciliary visits, as and when the G.P.'s feel it appropriate.
All medical treatment and consultation will be
given in private. All residents are able to talk privately to their own G.P. or
nurse, or to have a Senior member of staff with them if they so wish.
Wherever possible, we will undertake to care for
residents who become ill. However, if an occasion arises whereby the G.P. feels
that hospital admission is necessary, the matter will be fully discussed with
the resident and their relatives, and staff at Hunter's Lodge will give every
assistance. If Hospital treatment
is required, the resident's room will be held until such time as they return
home.
We will provide staff
escorts to appointments for health care eg GP, hospital outpatients, dentist,
chiropodist, etc. where a relative of the resident is not available, and for a
maximum of 4 times per year. Where
a relative needs assistance to support a resident, a member of staff will be
available, either to drive or to assist with personal care.
Staff escort will be
provided in the event of Emergency admission to hospital for a maximum of two
hours. (We will never leave a
vulnerable resident in a position which has an adverse effect on their safety
and well-being, but we would seek support from a family member if a member of
staff is required for longer than 2 hours,
Where staff escorts are
needed over and above this provision, and where relatives are unable to provide
the support needed, a charge may be levied at £10 per hour.
Hunter's Lodge has adopted the principles laid down
in the Gold Standards Framework. We
work closely with residents and their relatives to ensure that the care needed
at the end of life is planned in advance and that the care that we give meets
the needs of the resident. Such
care will be given in the residents own room, and not in any special unit and
we will ensure that all cultural and religious needs are met. We will liaise with GP’s and
community nurses to ensure that the resident is comfortable, and able to end
their life with dignity. Every
facility and assistance will be given to relatives who wish to stay with, or be
actively involved in, the care of the resident at the end of their life.
The management of Hunter’s Lodge will do
their utmost to support relatives and will ensure full consultation at all
times. In the absence of any instruction or in the
event of us being unable to contact relatives within 24 hours of the death of a
resident, we will contact a local funeral director. The expenses incurred will be the responsibility
of the resident’s estate.
Care
has been taken to provide basic equipment needed to help residents maintain
their independence. However, we
believe that we have also balanced this with maintaining a homely environment,
where institutionalisation has been kept to an absolute minimum.
All
rooms are fitted with Fire detection systems and an intercom call bell system,
in order that assistance can be called for at any time. Where residents are unable to use
the call bell, pressure mats are fitted so that staff are immediately alerted
if the resident gets out of bed and that they may be in need of assistance.
Televisions
are provided free of charge, although residents are very welcome to bring their
own set, with which they are familiar. Coffee/tea making facilities will also
be provided, free of charge, on request.
The
residents have access, free of charge, to equipment owned by the home. This includes wheelchairs, walking
frames and aids, hand rails, raised toilet seats, hoists, slide sheets, handling
belts etc, various pressure relieving mattresses and chair cushions, specialist
cutlery and crockery.
Any
pressure relieving equipment provided by the home is used according to the
individually assessed needs of the residents and additional equipment is
provided through the District Nurse as and when required.
Residents will also be assisted to access more
specialist equipment which is provided through the NHS if needed via the
GP’s and community nursing and therapy services.
Where a resident prefers to retain responsibility
for their own tablets and medicines, and we are satisfied that they are capable
to do so, they will be given every assistance. The resident will be responsible for taking
these. Management will monitor the resident's ability to administer their own
medication, and in the event of any concern being raised, the matter will be
discussed with the resident and their G.P.
In the event of a resident being unable or
unwilling to control their own medicines, Hunter's Lodge will supervise the
ordering and correct administration of their prescribed medication on their
behalf.
“Homely Remedies” and
Sweets
Where we have accepted responsibility for the
administration of medication, we would request that relatives do not bring
household remedies in to residents, without first informing us of this.
By Household
Remedies we mean over-the-counter medicines such as cough mixture, vitamins,
tonics, paracetamol, aspirin, etc, as these can interact with other prescribed medications.
We would also
impress upon visitors the dangers in giving sweets, chocolate, and other foods
to residents who are diabetic, or whose diet is restricted due to other medical
conditions, or who may have swallowing difficulty. If in doubt, advice can be sought
from the senior on duty.
In accordance with The Smoke-free (Premises and Enforcement) Regulations 2006, we can no
longer allow residents to smoke in any indoor communal area. Due to exemptions in the Regulations,
residents may smoke in their bedroom (providing that it is a single room). Residents may smoke anywhere outside the
premises. However, due to health and safety considerations, smoking may need to
be restricted and be subject to staff supervision. If supervision is assessed as necessary,
we would ask that relatives and friends do not give lighters or matches to the
resident.
Sherry, wine and beer is provided with lunch and in
the evening for those that enjoy it.
Where alcohol intake may have a negative effect on
the resident’s health and well-being this will be recorded in the care
plan. A resident has a right to
make unwise choices, and as long as they have the mental capacity to understand
the risks, staff will not restrict alcohol intake. Where the resident lacks capacity and a
restriction is placed upon them, this will be in accordance with the principles
of best interests and will be documented in the care plan.
Food.
Residents are provided with quality foods that are nourishing,
appetising and plentiful, and residents are encouraged to participate in menu
planning. The menu is planned on an
eight week cycle, with full use being made of foods that are in season. This menu is copied and circulated to
residents, with additional copies displayed in lounges, the dining room and on
the notice board.
Variety is important, likes and dislikes are taken
in to account, and special dietary needs are catered for. Alternative meals are
always offered from the Chef’s
“Daily Specials Board” which is displayed and residents are welcome
to make special requests. Residents are free to either help themselves, or to
call for drinks and snacks at any time of the day or night.
Care planning incorporates assessment of
nutritional risk and special dietary requirements. Where risk is identified, an appropriate
course of action will also be documented and the GP will be informed. If appropriate, the GP may refer the
resident to the community dietician.
Residents'
interests will be recorded, and opportunities will be given for stimulation
through leisure and recreational activities both inside and outside the
home. These will be planned in
accordance with reference to the combined needs of residents, their preferences
and capacities.
While residents will be encouraged to participate, their choice in this will be
respected.
An
updated Activities
Programme is produced regularly and is
displayed on the notice board and circulated to all residents. Additional copies are available on
request.
We
positively welcome friends and relatives to join us in any activity that we
organise, so please feel free to discuss this with a member of staff.
As
with any home environment, we welcome visitors at any reasonable time of the
day. However for the convenience of the residents, we ask that visitors avoid
the lunch time period of 12 midday to 1.30pm, However, by prior arrangement
with the management, we will be pleased to provide a private lunch/tea for the
resident and their guests. Again there is no charge for this facility.
Visitors
are welcome to make use of the kitchen in order to make themselves tea or
coffee. There is no charge for this.
Visitors
are also positively encouraged to join us for in-house entertainment, special
events, and also subject to availability of spaces, planned excursions.
Children of all ages are especially welcome.
We
encourage relatives and friends to take the resident out for the day, or even
for a holiday. Every assistance will be given in the provision of wheelchairs
etc. If a member of staff is
required to accompany the resident on these occasions, a charge will be made to
cover the cost of the staff member's wages, as well as any out of pocket
expenses.
Hunters Lodge recognises the importance
of residents' relationships with regard to their well being and the smooth
running of the home. Every effort is made to achieve a friendly ambience within
the home and encourage and respect client relationships without being
intrusive. This is achieved through organising outing’s, introducing
clients to each other with similar interests and hobbies and providing
facilities for other activities, which will assist in relationship development.
A resident
is entitled to the same community facilities as anyone else in the locality. A
wide variety of services from visiting chiropodists to library facilities are
available to residents in privacy within the home, on a regular basis.
We
have close links with the village primary school, and residents enjoy attending
sporting events, concerts and special celebrations (eg harvest festival and
carol service). Various groups, such as the W.I., hold regular meetings in the
village, and residents can be assisted with transport if they wish to
attend. A parish magazine is
delivered to the home on a monthly basis and this details local events.
It is the right of every resident to continue to
attend a place of worship of his or her particular faith, and staff will ensure
that assistance is given where needed. For those unable to attend services
outside the home ministers of religion will be invited to the Home. The Home will facilitate the observance by
individual Residents of those religious festivals that are appropriate to their
faith.
Hunter's
Lodge recognises the psychological importance of pets, and every consideration
will be given in the accommodation of small domestic pets.
No
responsibility will however be accepted for any pets brought in to the home,
although residents will be given reasonable assistance with their care.
Hunter’s
Lodge has been recognised by the Cinnamon Trust as a “Pet Friendly”
care home.
The Home is registered with the
Information Commissioner in accordance with the Data Protection Act. In furtherance of this and the Access to
Personal Files Act, all residents are entitled to inspect their personal
records held by Hunter's Lodge. These may be accessed at any time, by asking
one of the managers.
All data regarding residents is maintained under
strict confidentiality guidelines and will only be shared with relatives with
the consent of residents. Any
instructions given to us regarding such consent will be recorded on the
resident’s care plan. If relatives request access to the personal files of a
resident, it would be necessary for us to obtain the permission of the resident
concerned, unless they have been awarded Power Of Attorney or have been
appointed as a Deputy. Where the
resident lacks capacity, we would make a best interest decision about who
should have full access to that person’s care records. This would usually be limited to the
Next of Kin.
You are advised that the Care Quality Commission
(the Government department responsible for care homes) has powers to demand
access to all the records that we are legally required to keep. This includes personal information
regarding residents. In order to
protect residents, information may also be shared with Leicestershire County
Council. If a resident or their
nominated representative have any objection to us sharing personal information
with these bodies, they should discuss this with a member of the management
team.
For some residents, advocates and interpreters may
be necessary to ensure that they receive support and assistance from the
management and staff in understanding, communicating, receiving the right
information, and ensuring access to their rights and services. Residents with disabilities may find themselves in a
vulnerable position where their power to exercise choice is limited. Good advocacy enables and
"empowers" individuals in the process of obtaining the same access to
services and resources as other citizens.
Dependant upon the advocacy needs of each resident, the most appropriate
service will be accessed on their behalf if the need arises.
There
are certain situations that may arise that may require the input of an
independent advocate by law. These
matters are covered by the Mental Capacity Act 2005. Where such situations arise, the
management will arrange for a referral and residents and relatives will be
advised accordingly.
Residents requiring legal advice are able to visit
their own solicitor, or receive a visit from him. The management will assist
with the necessary arrangements if asked to do so. However, such meetings are
private, and management and staff would not wish to become involved. If for any reason a signature needs to
be witnessed, assistance should be sought from the management.
Finance is a very private and personal matter, and
we positively discourage any involvement in the handling of residents’
personal moneys and affairs. Therefore, no employee
or officer of the Company are able to accept responsibility for a
Resident’s finances. Residents who have the capacity to manage their own
affairs will be given the support needed to be able to do so.
The management at Hunter's Lodge are able to give
informal advice upon state benefits and Local Authority funding that may be
available and if necessary will assist with the completion of application
forms.
All residents are strongly advised to make a Will
prior to moving in to the Home. We would ask to be informed of the name of the
resident's executor or solicitor.
Further
advice and information regarding finance is available from a number of sources
such as
Age Concern - Tel: 0800 00 99 66 - www.ageconcern.org.uk
CareAware
– Tel 08705 134925 - www.careaware.co.uk
Our fees range from £460 to £650 per week,
dependant on the accommodation and level of care required. The weekly
accommodation charge is payable four weekly in advance. Arrangements for those
receiving a contribution from a Local Authority will be negotiated with the
Local Authority concerned.
The fee charged is calculated as the cost of
providing standard accommodation and services plus the cost of meeting the
individual resident’s care needs. As the care needs of each resident is varied
and different types of bedroom are available, the fees charged to each resident
will differ.
There is no differential between fees charged to
residents who are funded by the local authority and residents who are self
funded. This may result in a shortfall
between the amount that the local authority is willing to pay and the fees
charged by Hunters’ Lodge. In
these circumstances, a “third party top up” may be payable. It is expected that the “Third
party” contribution will increase on an annual basis, in line with the
increase determined by the local authority. However, in the event that the Local
Authority does not maintain its rates in parallel to the cost of care, we may
seek to negotiate a further increase in the third party contribution. In this event, discussions will be held
with the third party at the earliest opportunity.
Fees will normally be increased on an annual basis,
and one months notice will be given. As staffing costs account for a very large
majority of our expenditure, the average earnings index, will form the basis of
annual increases. In the event of
significant changes in services that we are reliant upon, or legislation which
directly affect our costs, we reserve the right to pass these on by way of
increasing fees at a rate above the average earnings index. However, any such decision will be
explained in full, and details of the changes in costs will be explained
Our fees include 24 Hour Care; all meals, snacks
and drinks including lunchtime/evening sherry, wine or beer; laundry (excluding
dry cleaning); All activities and outings organised by us.
Fees paid to the home do
not cover the following items but some of these can be purchased on behalf of
the resident.
Any
Sundry expenses incurred will be added to the next invoice for fees. For those funded by a local authority, a
separate invoice will be raised every 8 weeks and this will be sent to the
resident or the nominated representative, along with copies of receipts for any
goods purchased on their behalf.
Chiropody
All residents have access to foot care under the N.H.S. free of charge,
and domiciliary visits are made on a regular basis by the Chiropodists from St
Mary's Hospital. In the event of treatment being necessary between visits,
appointments will be made for the individual to attend the clinic. Any resident may of course
instruct a Private Chiropodist if they so wish, the cost of which is payable by
the resident.
Physiotherapy group sessions are held on a weekly basis,
with a qualified Physiotherapist, which is provided free of charge.
Residents are entitled to community (NHS)
physiotherapy if prescribed by a doctor free of charge. Private sessions are also available, the
cost of which will be payable by the resident.
Other health services Regular visits are arranged
with a domiciliary optical and hearing services, and appointments with dentists
are arranged as needed. We
will assist residents in every way, in order that they can access the care that
they are entitled to under the NHS.
Any costs over and above this will be payable by the resident
Escort duty (including outpatients and
emergency hospital admissions) exceeding that specified under “Provision
of Health Care”. Where staff escorts
are needed over and above this provision, a charge may be levied at £10
per hour.
Hairdressing A professional Hairdresser
visits the home on a weekly basis. Details of current charges are displayed on
the residents’ notice board.
Residents are welcome to arrange for their own hairdresser to attend at
any time.
Items for exclusive
personal use (eg spirits, cigarettes, newspapers)
Although there are always newspapers available for
general use, the resident may order his/her own personal newspaper or magazines
if they so wish. The cost of such is payable by the resident.
A glass of wine, sherry or beer is provided at
lunchtime and in the evening.
However if the resident prefers spirits or particular named brands these
should be purchased separately.
Similarly, cigarettes and tobacco are not provided. We are more than happy to purchase such
items on behalf of the resident from our wholesaler if requested to do so.
Telephone
Residents may, at any time, make use of the telephone, for either incoming
or outgoing calls, in private. The
resident may also have their own telephone installed in their room.
Arrangements may be made either direct with British Telecom, or by instruction
to the management of Hunter's Lodge. The resident would be responsible for any
charges made by British Telecom.
Maintenance of personal
effects,
If requested to do so, we can arrange the purchase of replacement batteries,
and minor repairs to personal property if required.
Personal Clothing
Residents' should provide
personal items such as clothing including shoes, slippers, nightwear, hosiery
and underwear, which should be clearly marked with permanent name tapes. Name Tapes can be ordered by us at
wholesale rates.
Basic toiletry items are
provided by the home but if any specific brand is preferred, these should be
provided by the resident.
The prospective resident is encouraged to visit the
home on a day care basis, at least once prior to admission, and then to stay for
a trial period of up to three months, in order to ensure that the facilities
and level of care necessary is suitable to both the person and the home. This trial period will also enable the
management to fully assess the needs of the resident, in close consultation
with relatives, friends and medical advisers.
It
is our policy to avoid unplanned admissions where possible. However, there may be occasions when an
emergency arises for an individual, and subject to availability we wish to be
able to act flexibly in order to meet that need.
In
the event of a resident wishing to vacate their room for the purpose of a
holiday with family or friends, a rebate of £25 per week will be given
after 2 consecutive weeks
If
the resident is required to spend time in hospital, a retaining fee will be
charged at the rate of 80% after one month has elapsed. This will be charged on
a day to day basis.
We will almost always be able to offer care until
death, but there may be occasions when the needs of an individual cannot
continue to be met fully by care staff within the home.
This may be because a resident needs specialist
nursing care which can not be given by the district nurses or if a resident
displays repeated, unprovoked acts of violence against other residents,
visitors or members of staff. If such a problem becomes apparent this will be
discussed fully with the resident, their relatives, and advice will be sought
from the medical professionals involved in the residents care.
In the event of financial difficulty, we would
strongly advise that the resident or their relatives speak to a member of the
management team at the earliest possible opportunity. Arrears of more than one
months fees, would be impossible for us to sustain, and if no reason was
forthcoming, we may have no alternative but to ask the resident to leave.
In the event of a resident being asked to find
alternative accommodation, every assistance will be given. One month's notice will
be given.
In the event of a resident wishing to vacate
his/her accommodation, for any reason, every assistance will be given. Although we would usually ask for one
weeks notice in order to arrange medication etc for transfer, we would not
insist upon any notice being served, nor would payment in lieu of notice be
required.
In
the event of termination of residence for whatever reason, fees will only be
charged up to the date that the resident’s room is cleared.
The
opinions of residents', relatives', friends' and staff are of great importance
to us. We positively welcome constructive criticism and suggestions for
improvement at all times. Through consultation we can ensure that our Aims and
Objectives are upheld, and that the home is meeting all realistic expectations.
The
residents' care plan is reviewed at least once a month, (or more frequently if the
needs of the resident change significantly) and
updated to reflect changing needs and current objectives for health and
personal care.
The care plan is drawn up with the involvement of the resident and/or
their relatives, and we will ask the resident or their relative to agree and
sign the document.
Senior staff assist in arranging Residents' meetings
to discuss any matters relating to the services and facilities provided by the
home, including entertainment programmes, menus, staffing etc., and wherever
possible, residents requests and recommendations are acted upon. Minutes of
these meetings are recorded.
We undertake a Quality Assurance audit during the
course of each year, which includes the issuing of Questionnaires to residents,
relatives, and stakeholders e.g. GPs requesting their views and comments on the
operation of the home. The results of this
survey is published, and circulated.
We are inspected by the Care Quality Commission (CQC). Previously we were
inspected by the Commission for Social Care Inspection (CSCI). Our Inspection reports are available on
request or can be downloaded from the internet at www.cqc.org.uk. During each year CQC will also issue
questionnaires to residents and relatives.
The views expressed will be included in the next inspection report.
We welcome
positive feedback and expressions of appreciation of good care practice, since
this helps to maintain staff job satisfaction and morale.
We
have a quarterly award for members of staff that have made a real difference to
the residents in our care, and we are reliant upon nominations from residents
and their relatives.
In order to maintain a happy and homely
environment, it is imperative that residents, or their relatives, inform us of
any problems or grievances that they may have at the time of the problem
arising. We guarantee
that any concern raised will be dealt with discreetly, promptly and
professionally.
Minor problems should be brought to the attention
of the senior on duty, who will do their utmost to resolve the situation
immediately. The matter will
automatically be reported to Allison or Monica.
In the event that the complaint is of a more
serious nature, or if a minor complaint has not been dealt with satisfactorily,
the matter should be raised with Allison or Monica.
We would hope that in most cases, any complaint
will be resolved very quickly. In
the event that we need to gather complex information, or speak to other people
we will guarantee to respond within a maximum of 28 days.
If the complaint is not resolved to your satisfaction
or if your complaint is about the home’s management you have the right to
go to the next level of the complaints procedure. The correct route depends on how the
care provided is being funded and the seriousness of the concern.
If the care provided is funded by an individual, or
if you believe that we are not complying with the law you should contact
The Care Quality Commission -
Citygate
Gallowgate
NE1 4PA
Phone 03000
616161
Fax 03000
616171
Email
enquiries.eastmidlands@cqc.org.uk
If the care provided is funded by a local
authority, or if you suspect that any resident’s safety may be of
immediate concern you should contact :-
The
Duty Social Worker
Leicestershire
County Council
Melton Mowbray. LE13 0DA
Phone 01664
564698
Fax 01664
564390
If you are not sure about what to do or who to
speak to, and you do not feel comfortable in approaching the home’s
management, you can get confidential and independent advice from
Age Concern Tel:
0800 00 99 66 www.ageconcern.org.uk
CareAware
Tel
08705 134925 www.careaware.co.uk
Action on Elder Abuse Tel: 020 8765
7000 www.elderabuse.org.uk
The Resident has the right;
· To receive the
services detailed in this document and the individual agreement
· To receive care
and support as described in their care plan, and in a way that promotes
independence, respect, choice and dignity.
· To be consulted
about any change in their care or the running of the Home.
· To expect that
the home will be conducted in such a way as to meet statutory requirements and
in a manner that has due regard to the needs of the residents
· To maintain
independence where possible, with particular regard to managing, financial and
personal affairs, and to receive or refuse treatment, assistance or visitors
The Home has
the right to;
· Expect the
resident to abide by these Terms & Conditions.
· Expect the
resident and their relatives / visitors to treat the management, staff,
premises and equipment with respect
· Transfer or assign
this Agreement to another Company or person becoming the owner of the Home. The
Home will consult with Residents in the event of such a transfer.