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.

You can ask to see your Care 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 adhere to data protection laws. We will only show these records to other people on a ‘need to know’ basis. Medical records are usually requested by solicitors or Clinical Commissioning Groups for funding purposes. They make such requests in writing and are charged a nominal fee for this service to cover our administration costs.
A GP/Auxiliary Nurse from the local practice regularly visits our home and you can talk to them about any concerns you have with your health.


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.

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

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.

We can arrange any appointments that you need, and 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.

You may want to know we can provide you with an escort at a rate of £10/hour if you need.

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.
Services such as physiotherapy or occupational therapy are normally provided if an NHS healthcare professional makes a referral for you. Therapeutic sessions are conducted with the support of relevant healthcare professionals. We can also support you to find private therapeutic treatment at your own cost.
We realise that there is never a good time to discuss end of life care and funeral arrangements. That’s why we ask for this information when you first come to stay at our home, to make sure we can support and honour your wishes in the future. This will include: who can make decisions on your behalf about your care if you’re not able to do so; the funeral directors you’d like to use and arrangements you’d like to make with them; your wishes relating to resuscitation; and your religious and last-rite preferences. Having this information at the time of admission prevents difficult choices or decisions having to be made during sad and sensitive circumstances. It also helps us to support your family members/representatives during these times.

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

We will always assume that you’re able to make choices on a daily basis and to make important decisions about your healthcare. 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 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.
We will only ever decide that you aren’t able to make these decisions through a formal assessment of mental capacity. This would require 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 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.

Decisions about your Health and Care
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.
Financial 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

We welcome telephone calls from family members/representatives, but at busy times – such as when we’re administering medications – we may need to call people 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 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.

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

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.

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

Leisure, Socialising and Lifestyle

Our group activities are based on our residents’ collective interests and preferences, and usually take place in the afternoon. You can of course choose if you’d like to participate or not. We welcome family members/representatives to join in too. This not only gives you extra encouragement and support, but also creates a happy atmosphere for all of our residents and staff.
We also organise regular one-to-one activities, based on your hobbies, interests and abilities.

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 offer a range of group outings to places that are risk assessed and found to be 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 also welcome to accompany you.

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

If you have religious, cultural or spiritual beliefs that you wish to maintain we are happy to support you. 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.

Your Meals, Snacks and Nutrition

We recognise 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: The day starts with a choice of cereals, toast, or a full English 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 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 serve hot and cold drinks throughout the day, and water is constantly replenished in bedrooms and lounges.

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.

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, 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

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 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.

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.

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.

There’s no need for you to keep a lot of money to hand, although it may be useful for you to have a small amount to pay for things like cigarettes and toiletries. This money can be kept in our locked and secure safe, and topped up when necessary.

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.

Valuables left in your room are covered up to £1000 by our insurance policy, but this does not cover any cash.
We generally request that belongings are removed as soon as possible and no later than three days after your room becomes unoccupied. You or your family embers/representatives are responsible for transport, insurance and eventual removal of personal property.

Our Smoking Policy

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

How to Complain

At Cedar Care, we aim to ensure that Residents and their relatives feel confident that their complaints will be listened to, taken seriously and acted upon.

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.

Situations that trouble Residents or their families which may be communicated verbally  to the Nurse or Care-Coordinator are regarded as informal complaints. It is expected that such instances would be resolved swiftly at source, by the staff member receiving the complaint. If it is not possible to resolve the complaint at source, the Home Manager will be informed so that they can resolve the concern.  
There are 3 stages to our formal complaint procedure: the first wo stages are internal, and the third stage provides options to raise the complaint with external agencies. Although we can assure you that we will do our utmost to resolve your complaint to your satisfaction, we accept the possibility that you may wish to raise it externally without following the internal process. There may be instances where it is felt that 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 by the Home Manager and are regarded as formal complaints.  


  1. The complaint will be acknowledged, in writing, by the Home Manager within five working days of receipt.
  2. 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.
In any case, we will endeavour to resolve the complaint within 28 days of receipt.
  1. Should there be a delay the complainant will be contacted with an explanation for the delay.


4. 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:

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.


7. 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.
  • You can also contact the Care Quality Commission: Tel: 03000 616161 Email: Write to: Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA Or visit:

Information Regarding Abuse

In achieving well-being it is essential that individuals are safe and free from mistreatment or manipulation: especially when, due to physical or psychological limitations, they are rendered vulnerable.

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.