Service User Guide June 2014

Transcription

1 Service User Guide June 2014

2 Description Contents Page Summary of Statement of Purpose 5 Financial Arrangement and Fees 8 Pets 10 Medication Telephone Meals Leaving or Temporarily Vacating Complaints 13 Bereavement Welcome to Amberley House

3 Aims and Objectives of A&L Care Homes With over 50 years of 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 like-minded fellow Service Users: PRIVACY: DIGNITY: INDEPENDENCE: CHOICE: RIGHTS: FULFILMENT: The right of a Service User to be left alone and undisturbed whenever they wish. The understanding of a Service Users needs and treating them with respect. Allowing a Service User to take calculated risks, to make their own decisions and think and act for themselves. Giving a Service User the opportunity to select for themselves from a range of alternative options. 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.

4 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. Amberley 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 Amberley. Care staff will strive to preserve and maintain the dignity, individuality and privacy of all 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. 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. Amberley 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 42 bedroom accommodation with 40 en-suite offers all the facilities to ensure comfort and care. An 8 person shaft lift provides easy access to upstairs bedrooms. Summary of Statement of Purpose

5 Picture taken from the garden in the summer Amberley 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 42 bedroom accommodation all ensuite offers all the facilities to ensure comfort and care. Nurse call systems are fitted in all bedrooms along with T.V. points. Bathrooms are fitted with a bath hoist. A 8 person shaft lift provides easy access to upstairs bedrooms. Highly trained and qualified staff are on call 24 hours a day - most of whom have NVQ level One of our matrons, Mrs Debbie Chapman, has a D32-33 assessor qualification, and is our NVQ assessor. Lisa and Andy are have achieved the NVQ level 4. 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 member of staff is carrying out. To this end we have uniforms which reflect their various responsibilities. Dark Blue Matron 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

6 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.

7 Training and Qualifications Highly trained staff are on call 24 hours a day - most of whom have NVQ level 2+3 Lisa Webb is a Manager of Amberley 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. All staff will be wearing name badges to assist you in identification. Summer at Amberley Financial Arrangements and Fees

8 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 arrangements are located within the Contract of Residence Typical Bedroom Fees - What is included Fully trained staff in 24 hour attendance Good Home Cooking Provision for Special Diets

9 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 - payphone available in reception Manicure and Hand Massage Hairdressing Salon 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

10 however treat each case dependant on need and the amount of pets already at the home Meals 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. Tea, coffee and other hot drinks are served and available 24 hours a day, visitors are also catered for. Dining at Amberley 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.

11 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 treatment and support is delivered. Once decisions are made regarding care, treatment and support we will ensure that we formally review all programmes every six months as informally as required. This process will involve the Service User fully. Each Service User or family member or advocate will have 24 hours access to the Matrons and Management of Amberley House to discuss their wishes on an formal or informal 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 good quality of life. The Highbury Trust Please contact Kate Cowling, Plymouth Citizen Advocay Coordinator, for further details or an information pack Telephone The home has a phone, which can be used by the Service Users for incoming calls in the privacy of their own rooms. It can also be used for outgoing calls at a nominal fee. Service Users may have their own private line through British Telecom at the going rate. 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

12 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. Luxury Bathroom 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 Gallowgate Newcastle-Upon-Tyne

13 A copy of Amberley House complaint procedure is on display and can be made available on request 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.