All About Your Care and Health
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 a Care 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 from time to time 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.
They are responsible for all prescribed medications and requests for further investigations including referrals to other medical teams. They will also be involved when we need to take decisions about what is in the best interests for your health. As far as possible, we try to avoid unnecessary hospital admissions.
If it is practicable, however, you can remain with your current GP.
It’s important that you don’t take medicines from any other members of staff or your family, except if they’re supervised by our Nurses or Care Coordinators.
If you’d like to be responsible for managing your own medication, this is also possible after we have found it safe for you to use and in consultation with the GP.
Please inform the Home Manager or your Named Nurse if you are taking any home remedies.
You may want to know we can provide you with an escort at a rate of £10/hour if you need.
We’ll let staff know about the venue, date and time of funerals, as soon as family members/representatives have confirmed this information 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 may 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.
Involving Your Family Members / Representatives in Decisions
- 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 take precedence;
- 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.
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 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 for a copy of the guidance leaflet.
Staying in Touch
- 10.30am to 12.30pm
- 3.00pm to 5.30pm
- 6.30pm to 7.30pm
We operate an open visiting policy, but the best times to visit are between 11.00am and 8.00pm. This is to help us maintain residents’ comfort and privacy during times when we’re focusing on personal care.
If you’re seriously ill or involved in an emergency then of course family members/representatives can visit outside of these times.
It’s very helpful therefore if you’re able to nominate a single point of contact. This helps to avoid any confusion (for example, if information given over the phone is interpreted in different ways by different contacts) or lots of calls about the same issue.
We appreciate it might be difficult for large families to nominate a single point of contact, but in our experience it is extremely important. It helps us to ensure prompt and clear communication, and avoids confusion in difficult or complex situations.
If the nominated contact is away from home for a period of time please let us have a secondary point of contact – we have a form to help you.
Leisure, Socialising and Lifestyle
These are often arranged at short notice to suit you. As a result, your family members/ representatives may not always know when they have taken place. If they wish to know, the Activities Coordinator or the Named Carer can update them.
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 also welcome to accompany you.
With both types of outings, we will charge for transport, entrance fees, staff escorts, food and refreshments.
Your Meals, Snacks and Nutrition
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 is 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.
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’.
We welcome family members/representatives to join you for meal times on occasions, either to accompany you or to assist you if you need help. For this we ask for a nominal contribution to our Resident’s Fund, which is used to enhance the activities and entertainment we provide.
We’re happy for you to bring or order (at a cost) alcoholic drinks, as long as this is acceptable for you on medical grounds.
Although, in general, we do not allow outside food in our home, we are happy to make sure particular requirements due to e.g. religious or cultural beliefs are met.
We gather all this information during discussions in your first week here, but our chef is always pleased to talk to you about the choices available.
Looking After Your Personal Property
When you move here, we’ll ask you or your family members/representatives to complete a list of your clothing and belongings. This inventory will be kept in your file, and you and 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 cannot take responsibility for items that we don’t know about.
If you have valuable items that you’d like us to store securely, please only 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.
We will keep a detailed log of this money, when it is 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 is 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.
Our Smoking Policy
How to Complain
Complaints are received positively as they are regarded as a form of feedback that can enable us to ensure that we are fulfilling your needs and expectations; consequently, helping us to monitor and improve our standards.
Most importantly, we recognize that residents may not always be able to express their dissatisfaction in writing or, in fact, verbally. The role of the Named Nurse and Named Carer includes monitoring the overall well-being of our residents and ensuring that they are content. It is also hoped that relatives, friends and carers will bring to our attention expressions of dissatisfaction that we may have overlooked.
For this reason, all complaints, whether or informal or formal, will be considered with equal importance, and every effort will be made to resolve them quickly and positively.
- 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.
FIRST STAGE – CARE HOME MANAGEMENT
- The complaint will be acknowledged, in writing, by the Home Manager within five working days of receipt.
- The Home manager will investigate the concerns and either courses described below may be followed:
- If necessary, a meeting may be arranged to gain a better understanding of the concerns raised.
- A meeting may also be arranged to resolve the complaint face to face, at the earliest convenience of all relevant parties - the outcome of the meeting will be forwarded in writing to the complainant.
- If a meeting is not considered necessary, a written response will be made to the complainant.
- Should there be a delay the complainant will be contacted with an explanation for the delay.
SECOND STAGE – SENIOR MANAGEMENT4. If you feel unsatisfied with the outcome, you may raise a further complaint, verbally or in writing to:
Mr Mathan Mohan, Chief Operating Officer
Cedar Care Homes, Head Office, Mortimer House, Clifton Down Road, Clifton, Bristol, BS8 4AE
Tel: 0117 9467216 Email: firstname.lastname@example.org
5. The complaint will be reviewed, and further investigations or meetings held as necessary.
6. We will endeavour to resolve the complaint within 28 days of receiving it in the Stage 2.
THIRD STAGE – EXTERNAL COMPLAINT7. If you remain unsatisfied with the outcome following Stage 2 of the process, you may raise the complaint externally as detailed below:
- If your care is funded or arranged by a council, you can make a complaint to your council if it pays for your care.
- If you pay for your care yourself you can contact the Local Government and Social Care Ombudsman, LGO Advice Team Tel: 0300 0610614 Or visit the website: lgo.org.uk
- You can also contact the Care Quality Commission: Tel: 03000 616161 Email: email@example.com Write to: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA Or visit: www.cqc.org.uk
Information Regarding Abuse
In safeguarding the individuals in our care from abusive treatment – regardless of the perpetrator – Cedar Care applies a zero tolerance policy to abusive approaches or treatment. Our staff are fully aware of the forms of abuse; how to recognise and report instances and the consequences should such approaches be adopted.
It is felt, however that people in our care or those close to them should be enabled to recognise and report such instances if they are suspected or witnessed.
For this purpose, we would like to clarify channels for communication should you need to report an incident. In the first instance, please speak to the Manager or in their absence, to the nurse in charge of the shift. Following initial enquires; the Manager will commence local protocols to deal with your complaint. However, if you feel it more appropriate to report externally you may either contact Head Office, (details are provided in the complaints procedure and the reporting of abuse procedure) or dedicated professionals in your local authority.
We have already sent you as part of your admission pack, our policies for dealing with allegations of abuse and the local protocols published by your local authority for your information. These contain comprehensive guidance about the different forms of abuse, reporting protocols and what to expect if you make a complaint. Further information can also be obtained by following the web links detailed on the information leaflets. Alternatively, please do not hesitate to speak to the Manager should you have any queries.