Your Care

To what extent can I be involved with decisions relating to my care programme?

We are keen to involve you at every stage of the process. Our staff will work closely with you to ensure that the care we provide is specifically tailored to your needs. We also review the programme regularly and encourage input from family and friends.

Who can I talk to regarding my options?

The Home manager is available to assist with advice regarding options. We also offer an advocacy service, free of charge.

How do I get advice as my needs change and I get older?

Our qualified nursing staff will always be available to offer advice and assistance. We will also make arrangements for your own doctor to visit you if you feel this is necessary.

Am I allowed to choose a staff member to be my key worker?

This is not standard practice; however we will try to allocate someone you feel you can relate to. We will obviously pay attention to male or female requests.

Financial Considerations

How do I pay my bill?

We will provide service users with the necessary information to set up a standing order from a bank account. Alternatively it is acceptable to pay cash or a cheque direct to the administration office if you prefer.

Am I allowed to change my mind at any time if I decide not to stay?

Yes, this is your right. However it would include having a review meeting with our staff and members of your family. It would also include, where necessary, social workers and GPs. We may request to have a period of notice given to the home. There is no additional charge for this, and we will assist you in the choice, if required.

Visitors

Are my grandchildren allowed to visit me?

Yes we will happily accommodate children. We believe it is important for service users to continue enjoying life to the full. Friends and family are an essential part of this and will be welcome anytime.

Do you have a room for relatives to stay overnight?

Due to the amount of service users we have to care for, it would not be possible to provide accommodation for all friends and relatives. However, if you have visitors travelling a considerable distance, we would allow them to book a room for a set period of time (e.g. one week) providing there was one available.

Can I have a group of visitors for a special occasion, such as a birthday?

Yes. We will endeavour where possible to provide a function suite for you and your family if you wish to have a celebration. You will be welcome to invite your own guests and we can organise a buffet and refreshments at a minimal cost.

Meals

Can I choose what I want to eat at meal times?

Yes. We have the normal menu choice and an alternative menu from which to choose.
Staff will ask you the day before what you would like to eat and this will be served on the following day. We will try our best to accommodate special requests.

Is there a set schedule for getting up in the morning, meals etc for everyone to follow?

All meals will be served at agreed times throughout the day. However, our catering staff will gladly provide snacks at any time, and after you a have eaten your meals you are free to spend your time as you please.

Can I have appliances in my room other than a television e.g. Fridge?

We are keen to ensure service users feel at home in there surroundings. Therefore we do allow service users to have appliances such as fridges in their private rooms, but our staff will regularly check the contents and sell by dates to ensure food safety. All electrical appliances must be tested by the maintenance manager to ensure safety is maintained.

Am I allowed to have my own food in my room?

You are welcome to have your meals in the comfort of your own room. Any additional food purchased by service users or their relatives is authorised, but staff will screen sell by dates to ensure food safety standards are maintained.

Daily Living

Must I always inform someone when leaving or coming back to the Care Centre?

You are entitled to go out whenever you choose. Providing we know you are safe, and preferably accompanied by a friend or relative there are no restrictions.

Can I have my mail re-directed to my room?

Yes. All mail will arrive at the administration office within the care centre. Then our staff will separate the letters and packages and deliver private mail to your own room.

Can I have a key for my own room?

Due to health and safety regulations, we are unable to lock any of the rooms. However, if you are concerned about security there is a safe keeping service available for your valuables. We also have 24 hour surveillance and call-system should you require assistance for any reason.

If I wish to come and visit a care home, can they arrange transport in order for me to do so?

If there is a particular Care Centre you are interested in, contact the centre manager and they may be able to assist.

Can I redecorate the room to suit my tastes?

The décor within our Care Centres is tastefully devised; therefore we generally find that service users are happy with it. We do encourage clients to bring personal belongings and effects to put in their individual rooms. However all requests to re-decorate would be considered by the centre manager.

How are decisions made regarding the types of activities we do?

The majority of our Care Centres have a residents' committee. Meetings are held regularly so that everyone may have their say and put forward suggestions for favoured activities. We would also hope that you would feel able to discuss your activity programme with the activity co-ordinator and your key worker. This will be documented in your personal care plan, to which you have unrestricted access.

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