Welcome. This guide outlines all you need to know about your new home. We’re delighted to have you here. Please let us know if there is anything at all that you need to know that we haven’t covered in this guide.

All About Your Care and Health

    The admission pack contains forms that will help us to provide everything that you need. Please complete these forms and return them to us on your first day.
    We’ll send further details (eg terms and conditions) in a contract to your family member/ representative. These are also available on our website.
    Once you understand and are happy with the details, please make sure that you, or your family member/ representative, sign and return this to us.

We know how important it is to be able to make choices about how you live your life: to live according to your habits and lifestyle, and make decisions about your healthcare. We plan and carry out our care services to enable you to live your life to full potential.

Here at your new home, you’ll have a designated Named Nurse and Named Carer who will get to know all about you, and your needs - clinical, personal and social care – so that we can care for you in ways that suit you.

We’ll outline all of this in an Enabling Plan which we’ll agree with you and with your family members / representatives if you’re happy for them to be involved.

We’ll update and review your Plan on a monthly basis and whenever there are changes to your needs and preferences. We’ll do this in consultation with you, and if you agree, with your family members/ representatives.

We will carry out regular risk assessments to make sure that you’re willing and able to carry out daily personal tasks. We want to help you to be as independent as possible, while also offering all the support and care that you might need.

You can ask to see your Enabling Plan or notes at any time, and can give permission, or not, for your family members/ representatives to see them. We respect your confidentiality and abide by data protection laws. We will only show these records to other people on a ‘need to know’ basis, such as healthcare professionals involved in your care. When a solicitor or Clinical Commissioning Group asks for your medical records – usually for funding purposes – they do this in writing, and we charge a nominal fee for this service to cover our administration costs.
A GP from the local practice regularly visits our home and you can talk to them about any of your health concerns.


They’re responsible for all prescribed medications and any requests for further investigations, including referrals to other medical teams. They’ll also be involved when we need to make decisions about what’s in the best interests for your health. We try to avoid unnecessary hospital admissions as far as possible.

If you’d prefer, and it’s practicable, you can remain with your current GP.

Our Registered Nurses and Care Coordinators are the only ones responsible for providing you with any prescribed medication that you’re prescribed.

It’s important that you don’t take medicines from any other members of staff or your family, unless they’re supervised by our Registered Nurses or Care Coordinators.

If you’d like to be responsible for managing your own medication, we’d need to discuss this with the GP to make sure that it’s safe for you to do so.

If you’re taking any home remedies, please tell the Home Manager or your Named Nurse.

We can arrange any appointments you need. We’ll do this through the NHS unless you or your family members/ representatives would like to arrange your own private treatment. If you’re treated privately, you will be responsible for the costs.

If you need help getting to your appointment, we’re happy to arrange for someone to accompany you. Please let us know in plenty of time. This is not included in your contract and so will cost £12.50 an hour.

We can arrange transport to take you to your personal appointments too. Please let us know in plenty of time. Again, the cost will be £12.50 per hour.
We will do our best to help you to look after these personal items, but if they are misplaced or damaged, you will need to pay for their replacement, just as you would do in your own home.

We normally provide services such as physiotherapy or occupational therapy if an NHS health care professional makes a referral for you. Any therapy arranged through the NHS is free of charge.

We can also support you to access private therapeutic treatment at your own cost.

Involving Your Family Members / Representatives in Decisions

We will always assume that you’re able to make choices on a daily basis and to make important decisions about your health care.

This is a requirement of the Mental capacity Act 2005 which we are required to abide by in the way we provide care. This also means that:

  • where you’re not able to communicate your wishes in a conventional manner, we’ll take decisions based on your known and recorded preferences, and will obtain your consent through non-verbal communication;
  • although we do take into account the suggestions or requests of family members/ representatives, your wishes and your healthcare will always come first;
  • where important healthcare decisions have to be made, for example, taking medication or resuscitation, we are duty bound by the Mental Capacity Act 2005 to uphold the decisions made by you, even if they’re considered unwise;
  • although the views of family members/ representatives will be considered, the decision will always be based on the clinical prognosis, unless you have an advanced directive or living will.
  • We will only ever decide that you’re unable to make these decisions by means of a formal assessment of mental capacity. This will involve a consultation with the relevant healthcare professionals and your Named Nurse and Named Carer.
  • If you’ve completed the ‘Lasting Power of Attorney process’ (see below), your Personal Welfare Attorney will be consulted as part of the assessment, but the assessing team will make a decision collectively in your best interests.
  • If the assessment shows that you’re unable to make decisions, we will make decisions in your best interests, in conjunction with your healthcare professionals, including an Independent Mental Capacity Advisor, should you have no family.
  • If you have a confirmed Personal Welfare Attorney (as part of the Lasting Power of Attorney process), we’ll consider this person to be your legal representative in any situation (see above) where we need to consult family members/ representatives about important health and care-related decisions.
  • If you have a confirmed Property and Affairs Attorney (as part of the Lasting Power of Attorney process) we’ll consider this person to be your legal representative in any situation where we need to consult family members/ representatives about fees or other financial matters.
  • If you have a family member/ representative who has registered Enduring Power of Attorney we will consult them in either situation.

  • We have tried to summarise the information relating to a very complex piece of legislation in this section, but we appreciate that you may have further questions. Please speak to the Home Manager if anything is unclear and/ or ask a copy of the guidance leaflet.

Staying in Touch

We welcome telephone calls from family members/representatives, but at busy times – such as when we’re administering medications – we may need to call them back.
    The best times to call (apart from emergencies of course) are:
  • 10.30am to 12.30pm
  • 3.00pm to 5.30pm
  • 6.30pm to 7.30pm

We have an open visiting policy, but the best time to visit is between 11:00am and 8:00pm. This is to help us maintain our residents’ comfort and privacy during times when we’re focusing on personal care.

If you become seriously ill or are involved in an emergency then family members/ representatives can obviously visit outside these times.

We will always tell family members/ representatives about significant events or changes in your health, unless you ask us not to. While this is usually quite straightforward, things can become a bit complicated if more than one family member/ representative is involved.

That’s why it’s very helpful if you can nominate a single point of contact. It helps to avoid any confusion (for example, if information given over the telephone is interpreted in different ways by different contacts) or making lots of calls about the same issue.

We realise that it might be difficult for a large family to nominate a single point of contact, but in our experience it’s extremely important. It helps us to ensure prompt and clear communication, and avoids confusion in difficult or complex situations.

If your nominated contact is likely to be unavailable for some time please let us have the details of a secondary point of contact.

We can provide family members/ representatives living far away with email updates, in line with data protection and confidentiality laws. Please discuss this with us during your first few days here.

Leisure, Socialising and Lifestyle

Our group activities usually take place in the afternoon, and are based on our residents’ collective interests and preferences. You can of course choose if you’d like to participate or not.

These afternoons create a happy atmosphere for all of our residents and staff. They give you a chance to socialise, and take part in interesting and enjoyable activities. Family members/ representatives are welcome to join in too.

We also organise regular one-to-one activities, based on your hobbies, interests and abilities. They are usually risk assessed to ensure your safety.

They are often arranged at short notice to suit you, so your family members/ representatives may not always know when they’ve taken place. If they want to know, the Activities Coordinator or the Named Carer can update them.

We offer a range of group outings to places that are risk assessed and safe for our residents to visit.

We can also arrange individual outings, tailor-made to your specific interests and lifestyle and arranged at times to suit you. These can be much more fulfilling than group outings as they are specific to you. Family members/ representatives are welcome to join you.

For both types of outings, we will charge for transport, entrance fees, staff escorts, food and refreshments.

We are happy to support any religious, cultural or spiritual beliefs that you wish to maintain. We can arrange transport for visits to places of worship or cultural events, or for services or events to take place here. We can also arrange visits from religious, cultural or spiritual representatives.

Most of our residents have supported and raised funds for their chosen charities all their lives. If you wish, we will continue to support you with this when you come to live with us.

If you want to continue to support your chosen charity, please let the Home Manager or Activities Coordinator know so we can help facilitate fundraising events.

Your Meals, Snacks and Nutrition

We all know the importance of good quality, home-cooked food. That’s why all of our food is prepared on the premises by our chefs using fresh ingredients. We also believe you should have as much choice as possible about what you eat and when.
  • Breakfast: We offer a range of choices for breakfast to give you variety and ensure that they balance other meals during the day. For example, if the lunch dishes are rich, we’ll offer a lighter breakfast.
  • During mid-morning and in the afternoon, tea, coffee or a preferred drink can be enjoyed with a selection of biscuits and fruit.
  • Lunchtime: In the middle of the day, there’s a choice of two main courses and a vegetarian option. We’re also happy to prepare alternatives if none of the day’s choices are suitable for you.
  • Supper: In the evening, we offer a choice of a hot meal, soup of the day, a selection of sandwiches, salads and a selection of desserts.
  • Night-time: Drinks are available including hot chocolate, malt beverages or warm milk. Light snacks are also available if required.
  • Some of our homes may serve the supper choices described above as a light lunch and the lunch choices for dinner in the evening.
  • During meal times, all activities – apart from serving and assisting with food – are stopped so that you can enjoy your meal in a relaxed environment without interruptions. We call this ‘protected meal times’.
  • Family members/ representatives are welcome to join you for meal times on occasions, either to eat with you or to help you. For this we ask for a nominal contribution to our Residents’ Fund, which is used to enhance the activities and entertainment we provide.

We serve hot and cold drinks throughout the day, and water is constantly replenished in bedrooms and lounges.

We’re happy for you to bring in or order (at a cost) alcoholic drinks, as long as this is acceptable on medical grounds.

If you need a special diet for your health, or because you have a food intolerance or allergy, our chef is happy to make varied, nutritious meals that suit your specific needs.

    Although we generally don’t encourage residents to have food that’s been prepared outside of our home, we accept that some residents may wish to continue enjoying special food prepared for them by family or friends. Food prepared outside of our home is acceptable if:

  • it’s low-risk food such as cakes, biscuits, chocolates and fruits;
  • any cooked meals must be chilled in a clear transport container, labelled with your name, date it was put into the fridge and the use by date.

We gather all this information during your first week here, but our chef is always pleased to talk to you about the choices available.

Looking After Your Safety and Personal Property

We use CCTV at some of our homes to ensure the security of the property and premises and to prevent or investigate crime. It may also be used to monitor our staff while at work, and the information collected will include visual images of individuals, their appearance and their behaviours.

This information may be about staff, residents and relatives, offenders and suspected offenders, members of the public, and those inside, entering or in the immediate vicinity of the area under surveillance.

When necessary, this information is shared with the individuals themselves, employees and agents, service providers, police forces, security organisations and the person(s) making an enquiry.

To keep your possessions safe and make sure that laundry and other items are returned to your room, we keep an up-to-date inventory of your personal belongings and clothes.

When you move here we’ll ask you or your family members/ representatives to compile a list of your clothing and belongings. This inventory will be kept in your file, and you or your family members/ representatives can ask to see a copy at any time.

If you or your family members/ representatives bring any new items into the home, please tell the Nurse in Charge before you put them in your room, and she will make sure your inventory is updated. This is essential as we can’t take responsibility for items we don’t know about.

When you first arrive at the home, we may need you to bring your own continents aids (if you use them) such as incontinence pads, until your needs have been assessed by the community continents team.

We’re very happy for you to bring items of furniture, ornaments, pictures etc for your room. To ensure your safety, we’ll check and approve these for their condition, suitability and safety.

We can only accept furniture which is flame retardant and covered in waterproof upholstery. This is in line with fire, health and safety and infection control regulations.

If you have valuable items that you’d like us to store securely, please bring them into the home during office hours (Monday to Friday - 9.00am to 5.00pm) when we’ll be able to lock them in our safe.

Because most things are covered by your fees, there’s no need for you to keep a lot of money to hand, although it might be useful to have a small amount to pay for things like cigarettes and toiletries. Your money can be kept in our locked and secure safe, and topped up when necessary.

We’ll keep a detailed log of your money, when it’s spent, and what for, in your personal account which is kept in our office. You or your family members/ representatives can ask to see this account at any time.

Unfortunately, we can’t be responsible for any money that’s lost, as our insurance policy doesn’t cover this. For this reason we advise our residents to only have a small amount of money on their person or in their room.

Any valuables left in your room are covered up to £1,000 by our insurance policy (this doesn’t cover any cash).
We generally ask that belongings are removed as soon as possible and no later than three days after your room becomes unoccupied. You or your family members/ representatives are responsible for transport, insurance and eventual removal of personal property.

Our Smoking Policy

We operate a ‘No Smoking’ policy for your health and wellbeing and that of our staff. If you or your visitors need to smoke, please use our designated smoking area.

How to Complain

We receive all complaints positively, as they help us to improve our service to you and the other residents, and to monitor and improve our standards.

We will investigate all complaints with equal care, whether they are formal or informal, and we’ll make every effort to resolve them quickly and positively.

We realise that you may not always be able to express your dissatisfaction in writing or verbally. Your Named Nurse and Named Carer are responsible for looking after your overall wellbeing and making sure you are content, and can help you to express any dissatisfaction you may feel. We hope that your family members/ representatives and friends will also bring anything to our attention that you or they aren’t happy about.

Please see below for procedures and definitions. For more information, please see our website or speak with the Home Manager.

Situations that trouble residents or their families which have been communicated verbally to the Nurse or Care Coordinator are regarded as informal complaints. It is expected that such instances would be resolved swiftly where they happen by the staff member receiving the complaint.

If it isn’t possible to resolve the complaint in this way, the Home Manager will be informed so that they can resolve the issue.

All informal complaints are recorded in the Informal Complaints Log and followed up until they are resolved.

There may be times when a complaint needs to be raised formally due to:
  • dissatisfaction with the way in which an informal complaint has been dealt with;
  • a situation, although resolved at source, keeps re-occurring;
  • its seriousness or complexity – where abuse or neglect may be implied, we would raise a safeguarding alert.

Such complaints are usually received verbally or in writing and are regarded as formal complaints.

There are three stages to our formal complaint procedure:

The First Stage is internal, and addressed by the Home Manager. A written acknowledgement will be sent within five working days of the day we receive the complaint. The complaint will be investigated, and we will try to resolve it within 28 days. Should there be a delay, we will contact the person who has complained with an explanation for the delay.

The Second Stage is also internal, and is usually addressed by the Senior Management Team. If you are unsatisfied with the outcome of the First Stage, you can raise a further complaint, verbally or in writing to:

Mrs Minal Desai, Chief Operating Officer

Cedar Care Homes, Head Office, Mortimer House, Clifton Down Road, Clifton, Bristol, BS8 4AE

Tel: 0117 946 7216          Email:

The Third Stage gives you the option to raise your complaint with external agencies. While we can assure you that we will do our utmost to resolve your complaint to your satisfaction, we accept that you may wish to raise it externally without following our internal process. You can do this in the following ways:

1. If your care is funded or arranged by a council, you can make a complaint to your council.

2. If you pay for your care yourself, you can contact the following:

  • Local Government and Social Care Ombudsman
  • LGO Advice Team

    Tel: 0300 061 0614

  • Care Quality Commission
  • CQC National Customer Service Centre,

    City Gate, Gallowgate, Newcastle upon Tyne, NE1 4PA

    Tel: 0300 061 6161

    Email: enquiries

Information Regarding Abuse

To achieve optimum wellbeing, it’s essential that our residents and their families know that they are safe and free from mistreatment or manipulation. This is especially true when they become vulnerable due to physical or psychological limitations.

We have a zero-tolerance policy towards abuse, regardless of the perpetrator. Our staff are fully aware of the different forms of abuse, and know how to recognise and report any instances.

We also want people in our care, or those close to them, to feel able to recognise and report such instances if they suspect or witness them. If you need to report an incident:

  • in the first instance, please speak to the Home Manager or in their absence, to the Nurse in charge of the shift. Following initial enquires, the Home Manager will start the local protocols to deal with your complaint;
  • if you feel it’s more appropriate to report the matter externally you can either contact Head Office (details are provided in the Complaints Procedure and the Reporting of Abuse Procedure) or dedicated professionals in your local authority.

  • You will have received our policies for dealing with allegations of abuse and the local protocols published by your local authority as part of your admission pack. These contain comprehensive guidance about the different forms of abuse, reporting protocols and what to expect if you make a complaint. You can read further information by following the web links detailed on the information leaflets. Alternatively, please do not hesitate to speak to the Home Manager if you have any queries.

End of Life and Funeral Arrangements

We know there’s never a good time to talk about end of life care and funeral arrangements. That’s why we ask for this information when you first come to stay with us, to make sure we can honour your wishes in the future. This will include: who can make decisions on your behalf if you’re not able to; the funeral directors and arrangements you’d like to use; your wishes relating to resuscitation; and your religious and last-rite preferences. Giving us this information when you arrive means it’s easier to make difficult choices or decisions during sad and sensitive circumstances. It also helps us to support your family members/ representatives at these times.

When your family members/ representatives have confirmed the location, date and time of your funeral, we’ll let our staff know so that they can attend if they wish.

Unfortunately, we’re not able to release staff to attend funerals if they’re on duty, but they can attend in their own time.

We like to send a floral tribute and card, but please let us know if this isn’t acceptable for any reason.