Service User Guide
Contents
1. Your needs will be fully assessed by the home manager and your social worker prior to your admission to help us identify your individual requirements and specific needs and to ensure that we are in a position to meet them fully We will find out about your preferred daily routine likes and dislikes you re tastes in relation to food and other special dietary requirement if you have We will also find out about your social domestic religious and cultural needs entertainment activities and establish how you would like to have your intimate personal care be delivered Your social worker and care co ordinator will provide us with a full Community Care Assessment with their expectations of the level of support that is to be provided by the home Based on your identified needs we will prepare with you and your approval and the participation of other people involved in your care a personal care plan person centred to enable the staff to support you in a consistent manner The plan will be kept by the manager and reviewed on a regular basis to see that your care is being maintained It will be available for inspection to the appropriate authorised authorities should they wish to see this The care plan also contain a risk assessment and any risk management plan IT also includes details of health care needs medication GP details and any special needs required A pay phone is available for service users to make or receive calls from friends relativ2. your needs adequately You may terminate your contract of residence at anytime by giving the appropriate notice Permanent placements are based on these following criteria e For self funding clients The placements will be confirmed once their assessment has been carried out and the client signs the Home s Contract for Residency Agreement e For referrals from local authority Once the service user has been assessed and a care plan agreed which deems the home suitable to the needs of the individual a contract will be issued and signed by the local authority social services department and the client e Emergency placement Following an emergency placement by the local authority and the service users care plan confirms that the home is capable of providing the relevant care A full assessment of the service user and a comprehensive care plan will be produced within 48 hours following admission Note The home reserves the right to refuse admission to any potential service user whose needs management and staff feel the home will not be able to meet KEY CONTRACT TERMS ADMISSION OCCUPANCY TERMINATION OF CONTRACT When people move in to the home they have one month built into their occupancy agreement to decide whether this is the home where they wish to adopt as their new place of residence This period provides an opportunity for staff to get to know the individual their family friends and representatives and to identify their nee
3. and general appearance is of a good hygienic level e They make themselves familiar with the individual s details including likes dislikes allergies cultural preferences and hobbies etc e They inform management about any marked differences in the services user s general health and well being e They monitor review and gather information on their respective service user and sit in on review meetings e They communicate with outside professionals who may have an active involvement with the service user The key worker will always work closely and be supervised by management and service users will have a choice as to which member of staff they would prefer to have as their key worker Where a service user is unable to make that choice due to their mental capability a member of the family or friend can make that choice and management will e available to offer any assistance Should you be unhappy with your key worker you can talk to the staff or the manager to change him her HEALTH AND SPECIALIST NEED You will be assisted to register with a local GP and dental practice of your choice If you require other specialist services i e Opticians Chiropody Occupational Therapy Physiotherapy then this will be utilized as and when required The staff will support you to your appointments If you are able and willing to self administer any of your medications and it is identified in your assessment of needs then the home will ensure that you are suppo
4. 0 21 00 Lounge 2 5 00 x 4 80 24 00 Dining room 3 89 x 3 42 13 3 Kitchen 4 70 x 2 60 12 22 Patio area x 2 13 50x 13 50 27 00 Garden Stairs to first floor service by spiral Chair Lift First Floor Bathroom with hoist bath toilet and wash basin 2 84 x 2 67 7 58 Staff Visitors toilet 2 31 x 1 09 2 52 Residents toilets with wash basin 2 18 x 1 14 2 49 Bedroom No 1 single with was basin 4 25 x 2 75 11 69 Bedroom No 2 double with wash basin 4 66 x 3 30 14 72 Bedroom No 3 single with wash basin 4 55 x 2 70 12 29 Bedroom No 4 single with was basin 4 55 x 2 70 12 29 Bedroom No 5 single with was basin 3 59 x 3 11 11 04 Storage Cupboard Corridor leading to Fire Escape Stairs to second floor service by spiral chair lift Second Floor Residents Toilet with wash basin 1 80 x 1 40 2 52 Bedroom No 7 single with wash basin 4 83 x 3 00 14 49 Bedroom No 8 double with wash basin 6 90 x 3 50 24 15 Basement Storage and Laundry 4 57 x 2 08 9 51 QUALIFACTION AND TRAINING The home is committed to staff training and development It will ensure that 80 of the staff team is trained to NVQ level 2 and NVQ level 3 standards The management will focus on specific areas of training for staff to develop and acquire the necessary skills and qualifications they need to deliver consistent and efficient care and perform their duties well WHAT KIND OF SUPPORT AND FACILITIES CAN YOU EXPECT Personal Care Plan
5. Holly Lodge Residential Care Home and show you the vacant room to discuss the facilities on offer give you an opportunity to meet other service users and staff and talk about any concern or questions you may have If you and your care co ordinator wish to proceed then the Home Manager and or one of the staff will visit you at your current address to carry out a full pre admission assessment and talk to you and your carers ADMISSION OCCUPANCY AND TERMINATION OF CONTRACT If you and your representative have agreed with the home Manager that Holly Lodge Residential Care Home is an appropriate place where you can live comfortably and your needs can be met then arrangements as per the Admissions Policy will be made to start the process of admission You will agree with the Home Manager the best ways for you to join the home You may wish to visit a few times and have meals or soend a couple of days or night stay before making a final decision The choice will be yours and agreed with your care co ordinator who will be responsible for the payments of the fees to Imperial Care UK Limited You will occupy the room identified during your visit and a contract of residence will be issued and you or your representative will have to sign this A copy will remain in your file You will have a trial period of one month for both parties you and the Home staff to decide whether you are happy with your placement and for the staff to confirm whether they can meet
6. In Compliance with Health and Social Care Act 2008 Service User Guide Imperial Care UK Limited T A Holly Lodge Residential Care Home 208 Maidstone Road Chatham Kent ME4 6HS Manager Mrs Catherine Arthur TEL 01634 843588 Imperial Care UK Limited T A Holly Lodge Residential Home 208 Maidstone Road Chatham Kent ME4 6HS SERVICE USER S GUIDE WELCOME TO HOLLY LODGE RESIDENTIAL CARE HOME INTRODUCTION amp DESCRIPTION OF THE HOME Holly Lodge Residential Care Home provides a 24 hour residential care service for people with dementia and EMI The home is registered with the Care Quality Commission The home can accommodate up to 16 adults both men and women of any age with dementia and EMI The home has been designed to a high standard and is fully furnished It ensures that service user s needs are met in full according to their specific individual needs The home has a lounge dining room kitchen toilet facilities staff office and fourteen bedrooms Seven bedrooms are on the ground floor all en suite Another four single and one double bedrooms are on the first floor and on the second floor there is one single bed room and one twin bedded room There are communal bathrooms on all three floors There is a large garden to the back of the house There is ample car parking facilities to accommodate family and visitors to the premises Family friends and representative of the service user are always welcome to view our f
7. acilities and service at their leisure Should you have any questions or wish to visit the home please do not hesitate to contact us for an appointment AIMS amp OBJECTIVES Holly Lodge has been established since 1988 and is registered for 16 adult service users of any age who are suffering from dementia Anyone including married couples or partners who become mentally incapacitated and require help with daily living is welcome to apply for a place at Holly Lodge Our aims and objectives are simple we empower service users to be recognized as individuals of our community and help them to lead a full active and meaningful life The home will provide excellent care with a respect for the individual s privacy dignity independence and their freedom of choice The project is registered with the Care Quality Commission CQC We will make sure that all aspect of your care and needs are delivered in the highest standards 2 The home will offer you a comfortable homely environment accommodation until such a time that you chose to move on or your individual needs change The home will offer you a 24 hour support providing you with your personal care emotional care and meet your social needs including your religious and cultural needs treating you as valued members of our society Keeping in view the multicultural diversity in the Medway towns we adopt an anti discriminative policy and recognise and respect the spiritual and religious beliefs dieta
8. control over your finances along with an appointed person who acts as a DSS appointee Disposable income is kept in lockable tins in house and a safe is available for other valuables You will be encouraged to have a savings account to safeguard savings and avoid large amounts of cash accumulating in the home Staff will adhere to strict financial procedure and records will be maintained Your approval will be sought before any expenditure is agreed USER SURVEY AND VIEWS OF THE HOME We are committed to maintaining and improving the quality of our service and have contracted both Training and Health and Safety professional bodies to ensure that standards are constantly met We have a comprehensive Quality Policy and Procedures Manual which is constantly under review An important aspect of our approach to quality management is to obtain the views of all our stakeholders particularly your views and those of the other users relatives and their representatives We do this by our regular reviews with each individual service user and on more general matters through house meetings questionnaires with both staff and users IF YOU WANT TO LIVE AT HOLLY LODGE RESIDENTIAL CARE HOME THEN You must speak to your social worker Care Co ordinator and ask them to make a referral for you to use this service WHAT HAPPENS IF YOUR SOCIAL WORKER MAKES A REFFERAL Once a referral is made we will invite you and your representative relatives to visit
9. ds and preferred routine During this time the persons care and support requirements are assessed and developed into an agreed plan This will include any risk assessment carried out and the service user the relatives and representatives will all be involved to make sure that the plan agreed upon is acceptable to alll FEES AND WHAT THEY COVER Your fees will cover you for your single private occupancy with full board and lodging household bills all laundry done on the premises and 24 hour care support Fess are charged on a weekly basis using a daily scale and are paid one calendar month in advance The fee is payable by your placing authority or in the case of private clients by the representative who has signed the contract If for any reason you require extra hours or support then this will be negotiated with your care co ordinator or your funding authority at an additional charge WHAT YOU ARE EXPECTED TO PAY You will be expected to pay for your toiletries items such as newspapers videos books and magazines cosmetics clothing entrance fees to leisure activities additional holidays and other outings that are additional that you may want to pursue in as extra activity other than planned supplied by the home OTHER SERVICES PROVIDED The following services are performed on the homes premises but are not included in the service user s weekly fees Hairdressing service fortnightly Chiropody every two months Optician a
10. eet with all the requisite regulations Your room can be decorated to your individual taste if you so wish There is an onsite laundry facility where all your clothes are washed and ironed by the staff Each application for a place at Holly Lodge is given careful consideration depending on vacancies and after an assessment of their needs made by the local authorities social services and by their financial circumstances i e whether they are self funding or local authority funded a decision is normally made within seven days Where no vacancy exists it is possible for the applicant to be placed on the waiting list WHO WILL SUPPORT YOU There will be 24 hour care and support by dedicated experienced and trained staff who will assist you at the home You will have a named person key worker who will work closely with you to support you with all your individual needs and ensure your wishes and aspirations are taken into account THE NUMBER AND SIZE OF ROOMS IN THE HOME Room Sizes and Numbers Physical Environment Dimensions FloorArea Metres Sq Mtrs Ground Floor Foyer 5 33 x 1 75 9 33 Office 3 66 x 3 60 13 18 7 x single Bedrooms all en suite with disable 3 00 x 4 00 12 00 facilities Bathroom with bath hoist toilet and hairdresser 1 80 x 2 40 4 32 sink Disabled toilet 1 50 x 1 90 2 85 Lounge 1 5 24 x 4 0
11. es If so desired the service user may at their own cost have a private telephone installed in their room Risk and Participation Where appropriate we will carry out a full risk assessment to protect you while supporting you are a resident at this home and support you to participate fully in activities of your choice We will advise and support you to balance the element of risks against some activities that you may wish to pursue We will not infringe on your rights in matters of your choice but will advise you when we feel that the activity may pose too many risks and may not be appropriate for you However we will work with you to try fo overcome or eliminate these risks barriers so you can lead a fulfilling lifestyle of your choice KEY WORKER You will be allocated a key worker within the first month of your admission The key worker will fake care of your interests and work with you to ensure you are comfortable and well cared for The key worker will also be responsible for monitoring and reviewing your personal care plan and to prepare information for the regular reviews It will be the responsibility of the key worker to make sure that e The services users room is kept clean and tidy e Their clothes are individually marked labels to be provided by service user and are kept clean and in a suitable place e The service user as an adequate supply of toiletries provided from their own resources e The service user s nails hair etc
12. nnually Hobbies perused by service users other then that offered by the home Service users or their relatives representatives are free to make their own arrangements for the provision of such services PAYMENT OF FEES Fees can be paid either by cheque or bank transfer No VAT is charged an invoice system applies The fees shall remain unchanged unless the proprietors give a minimum of four weeks written notice or unless both parties agree to an amendment The guarantor will be personally responsible for the service users fees on demand and with out limitation which remains in arrears for a period exceeding one month Fees are reviewed at the beginning of each financial year The weekly fees with effect of 6th April 2010 are from e Single room Ground Floor en suite 495 00 e Single room First Floor 480 00 e Shared room First Floor 455 00 e Single room Second Floor 480 00 e Shared room Second Floor 465 00 Should you need further details please contact the proprietor DRUGS MEDICAL AND HOME REMEDIES All drugs or medication prescribed for the service user will be held and administered by management and staff of the home The home holds a No Home Remedies policy and as such we do not hold or administer home remedies as part of the service provided PERSONAL EFFECTS At the discretion of management and subject to inspection to ascertain the safety and fitness for intended purpose the service u
13. rted to do so in the safest possible manner if you do not self medicate the staff will support you to take your medication regularly and safely in accordance with legislation and good practice MEALS AND MENUS We will offer you a range of choice of meals so that you have a healthy balanced diet Any special cultural or religious requirements will be met Meals will be provided three times daily of which one will be a cooked meal There is no specific time that meals are served in the home You are therefore free to eat your meals at any reasonable time and at your leisure If you wish you can have a meal plan weekly of your choice and service users are entitled to have their meals either in the dining room or in their own rooms TRANSPORT The home will have its own transport unless you are being transported by your relatives social worker or other authorised modes of transport i e ambulance etc LESUIRE AND RECREATIONAL ACTIVITIES You will be encouraged and supported to pursue your favourite leisure and recreational activities This includes outings holidays short breaks and dining out If you wish to pursue any leisure activities at home i e aromatherapy then we will make sure that the person is trained and qualified to carry out the activity YOUR MONEY You will be encouraged to be as involved in managing your own finances as possible with support from staff when necessary If this is not possible the staff will exercise some
14. ry requirements and other individual requirements that service users may require Representatives of all religious groups are welcome to the home if it is so desired by the service user FACILITIES AND SERVICES The property comprises of a 16 bedded house with a very large secluded back garden There is a car park at the front of the home as well as plenty of off street parking facilities The home is situated in the town of Chatham and has easy access to the local shops train station buses care services and places of worship Seven of the 14 bedrooms have private en suite facilities whilst all the other bedrooms have washing facilities with vanity units The ground floor comprises of 7 bedrooms all with private en suite facilities a visitor s room a communal bathroom with a hoist and hairdresser sink service users toilet facilities kitchen 2 lounges dining room and office There is a communal lounge which leads out onto a patio area and the garden Each bedroom has a bed wardrobe chest of drawers bedside table and chair There is a lockable cabinet for personal possessions Televisions are provided in the lounge and can be bought in or provided in individual bedrooms if requested by the service users or their representatives Access to the first and second floor is via stairs and a stair chair lift You may also have your own furniture bedding and other equipment but we will need to check them first to make sure they are safe to use and m
15. ser may bring to the home small items of furniture and electrical equipment Transportation to the home insurance and eventual removal of such items such remain the responsibility of the service user their family executors guarantors or someone with the power of attorney over the client Basic insurance cover is provided by the home however should the service user require additional cover for personal items such as jewellery and money this can be arranged through recognised insurance at personal expense of the service user Prior to admission the service user shall have a will in place The proprietor Manger or staff at Holly Lodge will not under any circumstances act as witnesses or Executor to any service users will 10 In consideration of the health and welfare of all our service users pets are not encouraged MEMBERSHIPS AND OTHER AFFLIATIONS Holly Lodge currently is a member of e The Kent Care Home Association KCHA e Medway Forum and Medway Workforce Development Partnership e Federation of Small Businesses INSPECTION REPORTS The most recent inspection reports are available on request from the manager of the home Alternatively they are available for public viewing at the main libraries in the Medway towns or on the website of the Care Quality Commission WHAT HAPPENS IF YOU HAVE CONCERNS OR COMPLAINTS There is a full complaint procedure available for you and your families to exercise on any subject of your care suppor
16. t home etc You can do this without any fear of incurring discrimination or disapproval The home will ensure that all complaints are fully investigated and a satisfactory outcome achieved where possible If you or your families are not satisfied with the outcome then you can make a complaint to Mrs Catherine Arthur Manager Holly Lodge Residential Home 208 Maidstone Road Chatham Kent ME4 6HS Tel 01634 843588 1 Mrs K Brah Head of Care Services Imperial Care Home UK Limited 208 Maidstone Road Chatham Kent ME4 6HS Tel 01634 843588 2 Mr DS Garcha Proprietor and Administrator Imperial Care Home UK Limited 208 Maidstone Road Chatham Kent ME4 6HS Tel 01634 843588 3 The Local Authority Social Services at Medway Council Social Care Commissioning Team 2nd Floor Kingsley House 37 39 Ballmoral Road Gillingham Kent Tel 01634 306000 OR IF YOU ARE NOT ENTIRELY HAPPY WITH HOW YOUR COMPLAINT WAS INVESTIGATED OR DEALT WITH THEN YOU CAN WRITE TO 4 Care Quality Commission South East Citygate Gallowgate Newcastle Upon Tyne NEI 4PA Tel 03000 616161 CONCLUSION We hope this guide has provided you with useful information and is a good source of reference This service user guide is reviewed and updated annually and any changes made will be notified to the appropriate authorities Should you have any inquiries please do not hesitate to contact us Dated 06 September 2011
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