Service User Guide 2015

Transcription

1 Service User Guide 2015

2 Description Contents Page Welcome to Mayflower Images 3 Promotional Summary 4 Aims and Objectives 5 Philosophy of Care 6/7 Typical Monthly Activities 8 Training and Qualifications 9 Financial Arrangements and Fees 10/11 Images of Library and Cinema 12 Dining at Mayflower 13 Pets and Images of Retro shop 14 Service User Accommodation Nurse Call/Bed Management Systwm 15 Interactive Television System 16 Memory Boxes 17 Telephone 18 Medication 18 Service User Involvement/Advocacy 19 Leaving or Temporarily Vacating /Bereavement 20 Safe Guarding/Complaints 21

3 MAYFLOWER HOUSE LTD The location of this service: Mayflower House Care Home Service Type: Care Home Without Nursing Regulated Activity: Accommodation for people who require nursing or personal care Legal Status: An organisation a limited company Registered Provider: A & L Care Homes Ltd Responsible Individual: Andrew Webb Manager: Lisa Honeywell Address: Courtfield Road Mannamead Plymouth PL3 5BB Telephone Number: Fax Number: address: info@mayflowerhousecare.co.uk

4 Welcome to Mayflower House

5 MAYFLOWER HOUSE STRIVES TOWARDS EXCELLENCE 33 State of the Art bedrooms. En suite Travertine tiled Wet Rooms Free Internet Access Plasma Flat Screen TV s Interactive screen with Menus, Activities, and Messaging. Interactive Phone System. Retro Old Style Cinema Fully Stocked Library Computer and Internet Access Hairdressing Salon Nail Bar Cafe Atrium Large lounges Safety and security day and night with personalised checking system. Daily Activities All Set in over an Acre of Landscaped Gardens CQC FULLY COMPLIANT For Further information please call Mayflower House

6 Aims and Objectives of A&L Care Homes With over 30 years experience, we pride ourselves on offering a highly professional care service for the elderly, with a personal touch. We are pleased to accept Service Users for long term, short term for convalescence, respite and holiday stays. We also specialise in the provision of innovative dementia care. When people have worked hard throughout their life and have been committed to helping others, we think they deserve extra cherishing. They need a home where individuality is emphasised, with staff who have time to give attention to small detail, and where they have the choice of enjoying the company of likeminded fellow Service Users: PRIVACY: DIGNITY: This is important to all and should not be less important because one is in a residential care setting. Service Users are entitled to privacy, although the level of privacy will depend on the situation. It is the right of a Service User to be left alone and undisturbed whenever they wish. It is important that we understand of a Service Users needs and treating them with respect. There are eight basic core values of dignity. Choice and control, Communication, Eating and nutritional care, Pain management, Personal hygiene, Privacy, Social inclusion At Mayflower we understand these values and work and train to ensure they are upheld.

7 INDEPENDENCE: CHOICE: RIGHTS: FULFILMENT: We understand we must allow Service User s to take calculated risks, to make their own decisions and think and act for themselves. This is vitally important to ensure the Service User s maintain their self-respect and dignity. Giving a Service User the opportunity to select for themselves from a range of alternative options. Service Users assessed needs, preferences, and choices are met at all times by staff who have the necessary skills and knowledge Keeping all basic human rights available to the Service Users. Enabling the Service User to realise their own aims and helping them to achieve these goals in all aspects of daily living. A strength based approach is carried out at Mayflower and we understand this is essential in protecting the Service User s independence, resilience, and their ability to make choices. Philosophy of Care A&L Care Homes aims to provide its Service Users with a secure, relaxed, and homely environment in which their care, well being and comfort are of prime importance. Mayflower offers a family atmosphere which is promoted through investing in our staff, we offer good working conditions, high levels of training which ensures we have a very low turnover in staff which in turn offers continuity and reassurance to all that stay at Mayflower. Our aim is to treat Service Users as individuals, using the person centred approach, and to achieve a holistic plan of care which will take into account their own skills and abilities. The objective of the strengths-based approach is to protect the individual s independence, resilience, ability to make choices and wellbeing. Care staff will strive to preserve and maintain the dignity, individuality and privacy of all

8 Service Users within a warm and caring atmosphere, and in so doing will be sensitive to the Service Users ever-changing needs. Such needs may be medical / therapeutic (for physical and mental welfare), cultural, psychological, spiritual, emotional and social. Service Users are encouraged to participate in the development of their individualised Care Plans in which the involvement of family and friends may be appropriate and is greatly valued. It is important for Mayflower to promote and support as much interaction with the local community as possible ad to enable Service Users to be part of the activities within the local community as far as they can. This will be achieved through programmes of activities designed to encourage mental alertness, self-esteem, social interaction with other Service Users and with recognition of the following core values of care which are fundamental to the philosophy of our Home: CORE VALUES OF CARE: PRIVACY DIGNITY RIGHTS INDEPENDENCE CHOICE FULFILMENT All Care Staff within the Homes will be appropriately qualified to deliver the highest standards of care. A continuous staff-training programme is implemented to ensure that these high standards are maintained in line with the latest developments in Care Practices as may be laid down in appropriate Legislation, Regulations and by the Care Quality Commission. Mayflower House is a care home for the elderly. We aim to provide all the necessary care and attention for those who wish to spend their retirement in a secure and caring atmosphere. Our luxury 33 bedroom accommodation all en-suite offers all the facilities to ensure comfort and care. An 8 person shaft lift provides easy access to upstairs bedrooms.

9 All service user needs are met in a friendly and efficient way, we strive to preserve and maintain their dignity, individuality and privacy, we are always sensitive to ever changing needs. A wide range of activities are organised by staff on a daily basis, service users are also encouraged to pursue their own hobbies and interests The Service Users run the Residents Association which is body that ensures your views are taken into consideration and that Service Users the services and activities you would like to be in place. Friends and relatives are welcome to visit at any time on any day. We aim to make every service users stay as homely and comfortable as possible A copy of the most recent inspection report is available on request.

10 June 2014 Monthly Activity Programme Fri 1st June pm Neil Tabey entertains Sat 2nd June pm The Mayflower Group Sun 3rd June pm The Daily Sparkle Review Mon 4th June pm Des Wilde Entertains Tues 5 th June pm Diamond Jubilee Celebrations Wed 6 th June pm Craft with Jane McEwen Thur 7 th June pm Bingo with the Mayflower Group Fri 8 th June pm The Mayflower Group Sing a long Sat 9 th June pm The Mayflower Group Quiz Sun 10 th June pm Afternoon Matinee The King and I Mon 11 th June pm Mayflower Group sing a long Tues 12 th June pm Sue Evans entertains &The Mayflower Group Wed 13 th June pm The Mayflower Group Quiz Thur 14 th June pm Des Wilde entertains & The Mayflower Group Fri 15 th June pm The Mayflower Group sing a long Sat 16 th June pm The Mayflower Group Quiz Sun 17 th June pm The Daily Sparkle Review Mon 18 th June pm Gardening with Hazel Tues 19 th June pm Mike Huber entertains & The Mayflower Group Wed 20 th June pm Bingo & Afternoon Matinee Breakfast at Tiffany s Thur 21 st June pm Arts and Crafts Fri 22 nd June pm The Mayflower Group sing a long Sat 23 rd June pm The Mayflower Group Quiz Sun 24 th June pm The Daily Sparkle Review Mon 25 th June pm Craft with Jane Tues 26 th June am Richard Wadey Entertains Wed 27 th June pm Gardening with Hazel Thurs 28 th June pm Martin Fowler Entertains Fri 29 th June pm The Mayflower Group Bingo Sat 30th June pm The Mayflower Group Quiz

11 Training and Qualifications Highly trained staff are on call 24 hours a day - most of whom have NVQ level 2+3 Our Manager Lisa Honeywell is highly qualified achieving her Registered Manager award in Lisa Webb is a director of Mayflower and is a Qualified Psychiatric Nurse and also sits on Plymouth City Council Steering Group for Dignity in Care. Lisa is also a member of the Safeguarding Adults Board. Lisa and Andy Webb have also achieved the NVQ level 4 Registered Managers Award. The home maintains strong emphasis on staff training. Our highly trained staff have various responsibilities and it is important to realise which areas of care provision each staff member is carrying out. To this end we have uniforms which reflect their various responsibilities. Dark Blue Matrons Light Green Care Assistants Light Blue Domestic staff White - Kitchen and Ancillary Staff All staff will be wearing name badges to assist you in identification.

12 A & L Care Homes Ltd Organisational Structure Andy & Lisa Webb - A & L Care Homes Ltd. Jane Kellas Dementia and Compliance Consultant Mayflower Amberley Lisa Honeywell - Lisa Webb D Howse {Asst Manager} Matron Matron Matron Matron Matron Matron Daycare Manager Care Assistants Chef Care Assistants Chef Care Assistants Domestic Kitchen Asst Domestic Kitchen Asst Minibus Driver Laundry Asst Laundry Asst

13 Admissions The management will ensure that a full assessment is carried out. The assessment will ensure whether the Service User will have their needs met at Mayflower House. Upon admission full details, risk assessment, and care plans will be initiated. A letter will then be sent to the Service User and/or advocate /family member confirming that we are able to meet the assessed needs of the Service User. Service Users will be registered with the G.P. of their choice. Admission for both Service User and Service Users families can be a very anxious period. It is essential that all staff are fully aware of this sensitive period and make themselves as welcoming and sympathetic as possible. Financial Arrangements and Fees

14 We are committed to providing value for money within our comprehensive and caring service: The fees charged are dependent on: 1. the type of facility required, and 2. the type of care package and needs of the individual Service User Depending on the personal financial situation, a Service User can either pay the fees privately or ; 1. Receive benefits arranged by social services. 2. Gain access to PCT Funding if assessed to qualify. Full details of all financial arrangement are located within the Contract of Residence

15 Fees - What is included Fully trained staff in 24 hour attendance Good Home Cooking Provision for Special Diets Laundry Service GP visits when required Call System Full Central Heating Comprehensive Entertainment Fees - What is not included Dry cleaning Weekly visits from the hairdresser to the home Six weekly visits from our Chiropodist Telephone calls all calls will be added to your monthly statement. Manicure and Hand Massage Mayflower Hairdresser s

16 Mayflower Library Mayflower Cinema

17 Dining at Mayflower Dining at Mayflower Menus will be varied and favourite dishes and special diets can be catered for. Service Users are encouraged to eat in the dining room but may eat in their own room if this is their choice. Breakfast in bed!! If you wish to enjoy a lie in we will provide you with your breakfast in your room. Each day you will be presented with the menu for the following day which will detail the wide range of choices on offer. Traditionally meals are served at Midday and 4-30pm respectively but if you have any occasions where the meals need to be served outside of these times then we can cater for this. Tea, coffee and other hot drinks and snacks are served and available 24 hours a day, visitors are also catered for. When you arrive at Mayflower you will meet with our nutritional expert who will discuss all your dietary needs and allow you to express all your likes and dislikes. During your time with us you will always have the opportunity to change your opinions on what food you would like to enjoy. Staff and our nutritional expert will be on hand a all times to listen to your requests and needs.

18 Pets Whilst we acknowledge the fact that many people have pets for company during their lifetime and that they may wish to bring an animal with them when they move, the management has a responsibility to all the Service Users with regard to Health and Safety. Residents also have a choice to have animals within the home. This is not to say we do not permit pets, the Manager will however treat each case dependant on need and the amount of pets already at the home. Retro shop at Mayflower

19 Service User Accommodation Nurse call We often hear from clients who has a family member is in another home that they hadn t been checked all night. Our system has a CALL LOGGER system which requires a staff member on checking clients during the night to log in on the call point which is then linked to the office computer and a log of visits to the room is compiled. Bed Management system {Falls reduction} If Client gets out of bed one of the bedside lights will come on. (This light can be linked to the Nurse Call system to notify staff of the client being out of bed. This does not stop falls but if the client is prone to falls staff can be in the room in seconds} The nurse call can be set to let staff know if client has not returned to bed in a given time. {if client had any risk - after say 5 mins they have not returned to bed the system will alert staff who will then be in the room in seconds} If a client is prone to accidents in bed the system is fitted with a sensor that will let the staff know immediately and accident has occurred, and they can be with them in seconds to refresh the linen. {This system promotes DIGNITY. In other homes they would remain in a wet bed for a long as it takes for a staff member to do their rounds.}

20 TV System When a client turns on the TV the welcome page appears. I there are any messages, general or personal they will be displayed on this screen. (i.e. Daughter taking you to lunch at twelve or GP visiting at eleven} Once you have read the message you press OK and it leaves the screen. The message then returns to the screen as a reminder 15 mins before the event is to take place. If a client is not able or does not want to attend a entertainment function in one of the communal lounges, cameras will send images of the entertainment direct to your TV so you won t miss any of the activities that take place in the home. There are various tabs on the welcome screen they include: Monthly menus Monthly activity sheets Entertainment camera {as above} And of course Watch TV Interactive TV Screen

21 Memory Boxes We do not like institutional numbers upon doors, if you wish a memory box can be placed upon the door which allows the client to put memorable artefacts on display to remind them which room belongs to them. Memory Box at Mayflower

22 Telephone The home has a phone system, which can be used by the Service Users for incoming and outgoing calls in the privacy of their own rooms. All phones are interactive and incoming calls can be transferred from our switchboard to allow all service users to take phone calls in the comfort of their own rooms. On arriving at Mayflower you do not have the worry of installing telephone lines or activating telephone lines. All these worries are negated as the system is fully operation and in place. Each room has its own telephone number which allows call to be made directly into the rooms. Service Users will be charged for all calls made from their private telephones at standard BT rate Typical En-suite Wetroom Medication If a Service User wants to self-medicate and is safe to do so then all help and advice is given. Otherwise all drugs will be managed by the staff and dispensed and ordered for them under the instructions of the Doctor. Any Service User may request to see a doctor in private if they wish. Relatives are asked if they wish to provide Homely Remedies, these must be discussed first with the Home Manager

23 Service User Involvement Each Service User has a Care Plan and we actively encourage Service Users to have a strong input into the decision of how their care, treatment and support is delivered. Once decisions have been made regarding Care, treatment, and support we will ensure that we formally review all programmes every six months and informally as required. This process will also involve the Service User fully. Each Service User or family member or advocate will have 24 hour access to the Matrons and Management of Mayflower House to discuss their wishes on an informal or formal basis. We encourage Service Users, family members or appointed advocates to be fully aware and be fully informed in all aspects relating to equality, diversity and human rights. Advocacy Services/Local Involvement Networks If a Service User has no family support or feels they need support in how their care, treatment and support is delivered we recommend the support of an advocate. Citizen Advocate is an ordinary person who develops a one-to-one relationship with someone within a Care Home. A Citizen Advocate works towards ensuring that the needs and rights of a person are met in order to achieve a quality of good life. The Highbury Trust - Please contact Kate Cowling, Plymouth Citizen Advocacy Coordinator, for further details or a full information pack For details of other services that are on offer within Plymouth City please refer to health/adultsocialcare/olderpeopleservices.htm

24 Leaving or Temporarily Vacating If a person wishes to be discharged from the Home, then 4 weeks notice must be given of this intention, or 4 weeks fees paid in lieu of notice. These conditions are waived during the 4 week trial period. If a Service User temporarily moves out of the Home (e.g. to receive hospital treatment) the bed is retained provided the normal fee is paid. In the case of social work funded Service Users, this retention period would be reviewed by the Home Manager. If a Service User has to use other services they can be confident that the relevant information about their care, treatment, and support needs are transferred to the relevant service team {i.e. hospital}, this will be done without infringing upon the Data Protection Act. Bereavement In the unfortunate event of bereavement, the family can expect every possible support and consolation from staff. Whereas funeral arrangements are usually made by the next of kin, the Home Staff can be relied upon to assist and explain what is required. Where there is no next of kin, the staff will attend to the necessary arrangements. Communal fully assisted bathroom

25 Safeguarding Processes. Mayflower works collaboratively with other services, teams, individuals and agencies in relation to all safeguarding matters and our policies link with Plymouth Social Services Policies. Lisa Webb who is a Director of Mayflower sits on the Plymouth Safeguarding Adults Board. Each Resident will be able to participate in the life at Mayflower without the fear of any kind of abusive behaviour being directed towards them. If you a Resident wished to raise a concern about abuse they would be fully supported to take part in the Safeguarding process to the extent they wish to do so. They will be given the appropriate information and can be fully confident that their care will not be compromised as a result of the disclosure. Complaints If as a Service User, relative or visitor, you feel that there is cause for complaint, you should first discuss the matter with the person in charge. If the matter is in your opinion, a serious one, or if you remain dissatisfied, you can record the complaint in the Complaints Register, which is available from Reception or from the person in charge. A full investigation will be made into the complaint, and you will be advised of the outcome within 28 days after the date the complaint is made. If after this investigation, you are still not satisfied, or if you feel that the complaint is of a serious nature and you wish to speak to a registration officer first, then you should contact the: Care Quality Commission Citygate Gallowgate Newcastle-upon-tyne NE1 4PA A copy of Mayflower House complaint procedure is on display and can be made available on request

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28 POLICIES AND PROCEDURES Please sign to acknowledge that you have read and understood Mayflower s policies and procedures NAME SIGNATURE

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