Ernesettle Lane, Plymouth PL5 2EY
Contents Content Page Registered Provider and Registered Manager 3 Aims and objectives 4 Details of accommodation 4 Gardens and outdoor space 5 Staffing 5 Staff training 6 Services provided 6 Residents assessment 6 Resident care plan and review 7 Philosophy of care 7 Core values of care 8 Social activities, hobbies and leisure interests 9 Resident input into day to day activities 9 Fire and safety arrangements 10 Religious cultural observance 10 Maintaining contact with relatives and friends 11 Complaints 12 Residents rights 12 Privacy and dignity 13 Independence 13 Freedom of choice 13 Meals and mealtimes 14 Pets 14 Telephones 14 Smoking 15 Monitoring and quality 15 Fees 15 Insurance 15 Useful addresses 16 This document will be reviewed every six months unless circumstances dictate that it should be reviewed earlier. 2
Registered Provider and Registered Manager Registered Provider: Waypoints (Plymouth) Ltd Nominated Individual and Registered Manager: Tessa Marriott Experience: I am a Mental Health Nurse and also have qualifications in Solution Focused Therapy and Cognitive Behavioural Therapy. I have many years experience of working within hospital and community settings and have managed and led teams both within the NHS and within the private sector. I am passionate about providing high quality person centered care for people suffering from Dementia and believe that all our residents are valued members of society and will ensure that they are all treated with dignity and respect. I believe in making every moment count and feel that with us our residents are able to achieve this, our personal activity plans will ensure that all aspects of their choice is taken into account. I am committed to providing a high quality home with excellent care. Qualifications: Registered Mental Health Nurse Address of Registered Manager: Ernesettle Lane Plymouth PL5 2EY 3
Aims and objectives Waypoints Care Group Ltd.offers a highly professional service based in purpose designed and purpose built Care Homes (With Nursing) to meet the needs of individuals over the age of 55 with all forms of Dementia and the associated health problems of individuals of this age group. The aim of this service is to meet each resident s needs by ensuring a person centred approach to care. When working with people with dementia we pay particular regard to their dignity, whilst learning about each person s life history. We customise the Residents activities to suit the individual and pay high regard to their diverse religious spiritual and cultural identities. We value individuals and treat residents and staff equally, irrespective of gender, nationality, religion or ethnic origin. We will always maintain an open and honest communication with residents, relatives and staff. We will monitor and develop the services we provide in order to ensure they meet the needs of our residents at all times. The service will offer both nursing and residential care within an open and safe environment giving the Resident opportunities to utilise the facilities available within the home which include a café/bistro and restaurant, an activities area, a sensory garden, landscaped setting, alternative therapies, regular entertainment, all designed to enhance the experience of living in a Waypoints home. Waypoints Care Group will sustain the quality of the services provided to all Residents, while meeting the challenge of the regulatory requirements on the services provided. Details of accommodation is a two storey fully accessible building built in 2012. The home has 64 bedrooms divided into four units with 16 beds in each of these units. They offer single en-suite bedrooms a small lounge an assisted bathroom with specialised bathing facilities, a pantry, and a care station where the team of staff looking after this particular unit will be based. The Home will be registered to provide 64 nursing / residential beds. The bedrooms range in size between 14.85 and 17.9m 2 net. All rooms offer accessible en suite facilities in a wet room setting consisting of shower / W.C. and wash hand basin. Each of the four units has a distinctive theme which runs through the area, based on different forms of transport in the 1950 s &1960 s era. This is reflected in the style of decor and the memorabilia and pictures on display in the corridors, lounges and seating areas. The four units are called Sunbeam Way for cars, De Havilland Way for aeroplanes, Cunard Way for ships and Mallard Way for trains. The four units are connected to the central core of the building which houses a foyer/reception area a bistro with its own external terrace and a more formal Dining Room on the first floor leading to an external balcony which enjoys panoramic views across the Tamar estuary and surrounding countryside, activities centre and hairdressing salon. All residents are free and encouraged to utilise all areas of the building. Whilst all units are able to cater for individuals with dementia, residents will be assessed to ensure that they will fit in with the current client group in the unit. Sunbeam Way: The unit aims mainly to provide care for individuals with mild to moderate dementia whose social and personal skills remain largely intact. De Haviland Way: This unit provides care for individuals with moderate dementia who may also have personal care needs and mild behavioural issues related to their dementia. Mallard Way: Mallard Way caters for people with advanced dementia who may also have challenging behaviours associated with their dementia. Cunard Way: Cunard Way is for people who suffer from dementia and physical frailties which impact upon their wellbeing. 4
Garden & outdoor space The gardens have been designed to encourage resident involvement in a safe and secure environment, using raised flower beds to provide an opportunity for the residents to grow flowers and plants and a raised vegetable patch to be utilised as a kitchen garden. The gardens also have sitting and relaxing areas as well as paths and walkways to accommodate people with mobility / walking difficulties. The whole setting has been designed to benefit from the stunning views from the main garden and by contrast to give a Mediterranean feel to the more sheltered courtyard garden. Details of staff numbers Staffing, will be employing approximately 80 staff on a full and part time basis. We run our own Bank of staff to cover any short term absences which allows us to have the continuity of care whenever possible. All necessary training is provided in house and any external training is encouraged to enhance the quality of service provided. The senior management team of the home consists of the Home s Manager (Registered Manager) Deputy Manager, Domestic Services Manager, Chef Manager. This team along with a full range of Registered Nurses(1st Level), carers and support staff are selected for their qualities of reliability, integrity, skill, friendliness and professionalism. All employees are carefully screened and at least two references are always checked thoroughly, as is a full previous employment history. All staff in the home undergo an enhanced Criminal Records Bureau check and the result must meet the guidelines for employment within the organisation. The Home Manager and the whole team are supported by the Operations Director, Chief Executive and Executive Board of Waypoints Care Group. Indicative Organisational Structure: Operations Director (Head Office Based) Home Manager Deputy Manager / Domestic Services Manager / Chef Manager 15 RGN/RMN s / 42 Lifestyle Assistants / Deputy Chef 4 Domestic/Laundry Assistants / 2 Kitchen Assistants 1 Maintenance Operative / Gardener 1 Finance Officer / 1 General Administrator / 3 Receptionists 5
Staff training During induction all staff are trained by experienced qualified senior staff in the following critical subjects:» Care code of conduct» Confidentiality» The rights of Resident s» Health and Safety» Food Hygiene and Safety» Personal Care Tasks» Lifestyle Assistants Responsibilities All new staff will complete an induction that follows the Common Induction Standards as identified by Skills for Care. The home insists that all Lifestyle Assistants hold or are undertaking a minimum of Diploma level 2 in Care. All new members of staff must train to achieve this important qualification. The home also puts all staff on recognised training courses for such topics as Food Hygiene, Moving and Handling, First Aid, Drugs Practice/administration, Fire safety, Protection of vulnerable adults training etc. Staff also receive ongoing in-house dementia - care training (Skill development) that is consistent with their individual roles and responsibilities. This includes:» How to detect the early signs and symptoms suggestive of dementia and its different types» The natural history of the different types of dementia, the progression and prognosis and the consequences for the person with dementia and his/her family and social network» An understanding of the drugs used in the treatment of dementia and the monitoring of side effects» Applying the principles of person centred care» The importance of and use of communication skills for working with people with dementia and in particular the pacing of communication, types of non verbal communication, and ensuring that the use of language is non discriminatory, positive and tailored to each individual s ability.» An understanding of the roles of other health care professionals» An introduction to the local Adult Protection Policy and procedures, which includes the reporting of concerns or malpractice with particular emphasis on who to contact. Types of services provided Residents assessment provides care for older people & adults aged over 55 years with all forms of dementia and associated illness s of old age who require a significant amount of either personal / nursing care. We also provide respite care. Whenever placement is requested a Resident assessment is carried out by either the Home Manager or the Deputy Manager in conjunction with the Resident, their carer, the current service provider, the placing local authority care manager and any other interested parties. In emergency situations, a provisional assessment will be made using the Local Authority s current care plan to establish that the home can meet the needs of the Resident and the delivery of a basic appropriate package of care commenced, subject to early completion of the full assessment of care needs. 6
Resident care plan and review Resident plans are normally prepared prior to commencement of delivery of care, in consultation with the prospective Resident and other interested parties. In emergency situations, a provisional Resident plan may be prepared, subject to early completion of the plan in consultation with the Resident. Once developed the Residents plan will be reviewed on a minimum of a 3 monthly basis and updated to reflect any changing needs and ensure that the objectives for health, personal and social care are actioned. Any plan is developed with the full involvement of the Resident. Residents and their relatives are always welcome to discuss with a member of the Care/ Nursing Staff if they have any concerns. All amendments to the Residents Plan are recorded in full and communicated to all relevant people. Philosophy of care Waypoints Care Group aim to provide Residents with a safe, secure, relaxed environment in which their care, well being, dignity and comfort are of prime importance. All staff will strive to preserve and maintain the dignity, individuality and privacy of all Residents within an attentive and caring atmosphere, and in doing so will be sensitive to the Resident s ever changing needs. Such needs may be medical/therapeutic, cultural, psychological, spiritual, emotional or social, and Residents are encouraged to participate in the developments of their individual care plans in which the involvement of the family and friends may be appropriate and greatly valued. We will ensure that all individual care plans are based on an assessment of the person with dementia s life history, social and family circumstances, and preferences as well as their physical and mental health needs and current level of functioning and abilities. We will also ensure where necessary that we will approach each individuals care through a co-ordinated approach working with other partners to ensure that:» A combined care plan agreed by the home & health & social services that takes into account the changing needs of a person with dementia.» The assignment of a named individual in the home to co-ordinate and facilitate the care plan.» An agreement of the care plan with the person with dementia and/or the care staff and relatives.» Regular formal reviews of the care plan at a frequency not less than 3 monthly or in a timeframe agreed between professionals involved and the person with dementia and/or care staff / relatives. 7
Core values of care» Privacy» Dignity» Rights» Independence» Choice» Fulfilment All staff within the home will be appropriately qualified to deliver the highest standards of service. A continuous staff training programme is implemented to ensure that these high standards are maintained in line with the latest initiatives and developments in care practices as may be laid down in appropriate legislation, and registration authority guidelines. Privacy: The right of a Resident to be left alone and undisturbed whenever they wish. Dignity: The understanding of a Residents needs and treating them with respect. Independence: Allowing a Resident to take calculated risks, to make their own decisions and think and act for themselves. Choice: Giving a Resident the opportunity to select for themselves from a range of alternative options and activities within the home as well as the ability to integrate in Communal areas of the home and with the wider general public should they so wish. Rights: Keeping all basic human rights available to the Residents. Fulfilment: Enabling the Resident to realise their own aims and helping them to achieve these goals in all aspects of daily living. It is the objective of Waypoints to provide care to all Residents to a standard of excellence which embraces fundamental principles of good care practice, and that this may be witnessed and evaluated through practice, conduct and control of quality care in the home. It is a fundamental ethos that those individuals who live in Waypoints should be able to do so in accordance with the organisations Statement of Core Values of care. It is the objective of the home that all residents shall have a clean and safe environment and be treated with respect and sensitivity to their individual needs and abilities. Staff will be responsive to the individual requirements of Residents and will provide the appropriate degree of care and respect to assure the highest possible quality experience of life within the home. To meet the resident s needs the care services within the home are designed to achieve the following objectives:» To deliver a service of the highest quality, that will ensure that residential / nursing care is a positive experience helping to sustain the Residents overall general quality of life.» To ensure that all services within the home are delivered in a flexible, attentive and non discriminatory fashion while respecting each Resident s right to independence, privacy, dignity, fulfilment, and the rights to make informed choices and to take risks.» To ensure that each Resident s needs and values are respected in matters of religion, culture, race or ethnic origin, sexuality and sexual orientation, political affiliation, marital status, parenthood and disabilities or impairments.» To ensure that the care / hotel service in the whole is delivered in accordance with agreed contracts of care.» To manage and implement a formal programme of staff selection, recruitment, training and personal development to enable Resident care needs to be met.» To manage the overall service efficiently and effectively and to make the best use of resources and to maximise value for money for the Resident.» To ensure all Residents receive written information on the home s procedure for handling complaints, comments and compliments and how to use it. 8
Social activities, hobbies and leisure interests The Home is able to provide a variety of ways in which residents can engage in the enjoyment of social activities through the various resources that are available within the home. All our programmes of activities are designed to encourage mental alertness, self esteem, and social interaction with other Residents and with recognition of the fore mentioned core values of care which are fundamental to the philosophy of Waypoints Care Group. These are arranged for the enjoyment and quality of life of those in our care with the intention of reflecting their interests, wishes and capabilities. Whilst we encourage participation in suggesting activities and being involved we recognise a person s right not to partake if they do not want to. Anyone in our care will have had, at some time at least, hobbies and interests. We consider it a responsibility of ours to help them maintain those interests wherever possible and, if circumstances arise, to explore new hobbies and interests. Just because someone is in care does not mean they have lost the interest or necessarily the ability to partake in hobbies and interests. In fact, it may be highly beneficial for them to pursue such things as would be suitable for them as an individual. We also have visiting entertainers in the home and these range from individual singers to choirs, and children from the local school who entertain with their nativity play, and musical entertainment. We do strive to ensure that all residents requests are met with regard to social activities. Residents input into the day to day activities in the home Waypoints Care Group places its emphasis on ensuring that all residents have an input into the general running of the home. With this in mind a residents meeting will be held on a monthly basis where residents may raise any issues of concern or give input into future planning of events, this could include: The home will welcome relatives of residents to the meeting, but it will also hold quarterly Relatives meetings to ensure that relatives are kept up to date with developments in the home as well as seeking their assistance in developing new ideas for activities etc. 1. Input into the activities programme for the coming month 2. Feedback on the current menus. 3. Planning major events (Fetes, Christmas festivities etc) 4. General suggestions and feedback 9
Fire & safety arrangements Religious / cultural observance The home is equipped with a modern fire alarm system to alert staff should a fire break out there are also automatic sprinklers that are activated in the area of the actual fire. If the fire alarm sounds residents should stay where they are and await guidance from a member of staff, all of whom have been trained to help residents in the event of an emergency. We encourage all our Residents to follow any religion they choose. We also accept that many people do not have any religious belief. When a Resident becomes a resident at they will be asked what their religious beliefs are, so that we can assist them in arranging ways in which they can practice their beliefs. Fire instructions for the home are displayed in prominent places throughout. We hold regular fire drills/evacuations and our fire alarms are tested every week. Our fire evacuation procedure is as follows: 1. If you discover a fire immediately give warning by operating the nearest fire alarm. 2. A member of staff will telephone the fire brigade ringing 999 and give the address of the property. 3. On hearing the fire alarm residents should stay where they are until further instructed by a staff member 4. Staff will arrange if necessary to commence horizontal evacuation to a safe area away from the fire source 5. The responsible person will have ready for the Fire Officer, a list of residents and where they are situated, if they have not been able to move them out. 6. Do not collect personal belongings, or return to the home, until the Fire Officer has authorised this. A copy of the fire arrangements is placed in every residents room. 10
Arrangements for maintaining contact with relatives/ friends/ representatives Waypoints Care Group actively encourages Residents to maintain all forms of social contact that they enjoyed before moving into our Home. We will assist our residents to maintain contact if requested. A Waypoints Care home should be viewed as the resident s home, and therefore, subject to the resident s wishes, visitors are generally welcome at any time. In order to comply with our responsibilities under Care Home, Health and Safety and Fire Regulations, we would ask that all visitors sign in our Visitors book and sign out on departure. Residents can receive visitors in their own room, in one of the lounges or in the Tamar Bistro or Estuary View Dining Room. Visitors wishing to take residents off the premises should speak to the senior member of staff on duty, to ensure that any medication can be provided and that the proposed outing is within the capacity of the resident. We do encourage families or friends to take out our residents on day trips or even just a walk in the grounds as this is beneficial to their care. Holidays, such as Christmas often give an opportunity for residents to be taken home for part of the day, if the family feel they can manage. If a resident has hospital appointments and they do not meet the requirements for transport by the local NHS ambulance Trust and the family are not able to take the resident, arrangements can be made for a taxi to be ordered and a member of staff to accompany them if needed - this will be charged for. Of course it is the right of friends and relatives to be as involved as they wish with their loved ones and they must decide the level of responsibility appropriate for them. We will also involve relatives/representatives in initial and ongoing care planning as long as the resident is comfortable with this approach. It is important that relatives assist us in keeping the care plan up to date, particularly by letting us know any change of address/telephone number, and a contact telephone number if they are away for any period of time. The care plan can be seen by relatives/representatives at any time, with the resident s permission of course. 11
Complaints The following complaints procedure is in place: At Waypoints we aim to provide services of the highest possible standard. If you have any reason for complaint you are totally free to discuss the matter with the Home Manager without fear of incurring discrimination or disapproval. If you prefer you may ask someone else to make the complaint for you. If you are not satisfied you may take the matter up with the Operations Director of Waypoints Care Group Ltd at 8 The Old Pottery, Manor Way, Verwood Dorset BH31 6HF If you are still not satisfied with the outcome of your complaint, you may take the matter up with the Managing Director of Waypoints Care Group Limited at the same address. The Care Quality Commission is responsible for both registration and compliance of the home, and for ensuring that it functions in accordance with the Health and Social Care Act 2008. You may bring your complaint to the attention of the Care Quality Commission however they are unable to investigate complaints themselves. Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upontyne NE1 4PA. Waypoints Care Group sincerely hopes that you will feel able to raise your concern directly with the management or staff of the care home. It is helpful if complaints to people outside the home are made in writing, but it is not essential and any form of communication is acceptable. If you would like help in communicating your complaint, you should ask the Home Manager of the home to arrange an appointment for you with an independent advocate (representative) without needing to tell the Manager your reasons for making such a request. Queries about the service or care provision may be raised with any member of staff at any time and it is hoped that any issues will be resolved without delay. All reported complaints either verbal or written will be acknowledged within five working days. Every effort will be made to resolve the complaint and to provide a full response to the complainant within fifteen working days. However if the complaint is complex and a number of staff need to be interviewed this may take up to 28 days however you will be kept informed of progress at 15 days and 28 days. A copy of our complaints procedure is available from reception. Residents rights The rights of all of our Residents are the main priority in our philosophy of care. We will promote those rights through the care and services we provide and encourage all Residents to exercise their rights to the full. 12
Privacy & dignity Freedom of choice We recognise the changes Residents face when entering into a care home environment and, to minimise the impact of those changes we will promote the philosophy of an open and honest approach. We will endeavour to retain as much privacy and dignity as possible by:» Helping Residents to utilise the services on offer as if in their own home.» By providing keys to their rooms and a secure place for valuables as they wish.» Giving Residents the opportunity to have privacy when receiving guests, making telephone calls or opening and reading mail.» Securing all Residents records and information and respecting the confidentiality of those records.» Treating each Resident as an individual and a respected resident of the home.» Assisting Residents to maintain their dignity through their personal appearance and behaviour.» Promoting activities that encourage Residents to express themselves as individuals.» Encourage social integration.» Helping Residents to overcome any shortcomings they may experience through age or disability. Independence We recognise that every Resident should have the opportunity to choose a home which will meet their needs and can offer the care they require. They should be given the opportunity to exercise their right of choice in all aspects of daily living. To facilitate that choice we will:» Provide comprehensive information on the home and the quality of services and care/ nursing available.» Provide each Resident with a contract or a statement of terms of conditions of residency.» Carry out a needs assessment on each Resident prior to admission to ensure the home can meet their needs.» Demonstrate to each Resident that we can meet their assessed needs.» Offer the opportunity for prospective Residents to assess the home by way of a day / overnight visit.» Provide a range of meals to choose from and allow them to decide where and when they wish to consume the food of their choice.» Continually offer a wide range of social and leisure activities both in house and within the community setting.» Avoid strict routines and maintain maximum flexibility in the daily life of the centre.» Encourage the resident ad/or relatives to complete a Life history document. All Staff will be appropriately qualified to deliver the highest standards of care and hospitality services. A continuous staff-training programme is in place 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 CQC. We recognise the importance for all Residents to retain their independence and the problems that group living can cause. Particularly when a Resident may have been used to one to one care at home. We will encourage Residents to maintain independence by:» Maximising the opportunities for Residents self care.» Encouraging Residents to retain financial independence.» Helping Residents to take reasonable and fully assessed risks.» Ensuring Residents maintain the links with contacts outside the centre.» Giving all Residents the opportunity to contribute to the records of their own care and to express their views on the care. 13
Meals & mealtimes has two restaurants that all residents are welcome to use; The Tamar Bistro offers a coffee shop environment that is open for drinks and beverages from 7.30am - 7.30pm where you can meet with other residents and your guests and friends over a cup of tea or coffee. We also offer a Light Bite room service that is available when the main kitchen is closed throughout the 24hr period, which recognises that individuals with dementia may choose to eat at irregular times. Beverages, both hot & cold are also always available from the pantries in the individual units. The Bistro also offers main meals at flexible times which typically follow: Breakfast Lunch Evening Meal 8am 9.30am 12 Midday 2pm 6pm 7.30pm You may wish to opt for a more formal dining experience and the Estuary View dining room serves main meals at the same times as the Bistro. has an experienced Chef manager who leads a team that take pride in providing a nutritious and balanced diet using, where possible, local suppliers of fresh quality ingredients that ensures that all food is prepared, cooked and served to very high standards, based on good rustic home cooking with some regional flair. Our Menu s which change on a weekly basis are displayed in the restaurants and a copy is placed in each residents room on a weekly basis. Feedback is always welcomed to ensure that resident s dietary preferences are being met and to ensure that menus cover a variety of food that residents like. A choice is available at all mealtimes and we can of course cater for any special dietary needs that you may have. We also offer a healthy options choice at all mealtimes. Where necessary, we are able to provide enriched food for those who need it to provide the right amount of calories and nutrients into smaller portions of food. Should you wish to take meals in your room then this can be arranged. Your guests, families and friends can also use the dining rooms and main meals can usually be provided to them at a small cost, if possible prior notice should be given. Should you wish to utilise the Estuary View room for a special party / celebration with a resident of the home then our Chef Manager can offer a number of menu options to suit all tastes. Any profits generated from the sale of meals to families/ friends are utilised in the home to the benefit of residents. Pets Telephones Unfortunately we are unable to accommodate pets on a full time basis however relatives are welcome to bring in well behaved loved animals to visit. We would ask that the usual care and attention is taken with these animals. Each residents room has the facility for a telephone line to be installed at the residents own expense and the account will be between the resident and BT or other preferred provider. The home is also part of the Pat a Dog scheme and well trained and affectionate dogs visit the home on a regular basis. Should a resident require a Guide or assistance dog then this will be considered outside of the Pets Policy. 14
Smoking Fees The home operates a No Smoking Policy within the building. Monitoring and quality The home has been established with a quality-orientated approach to the service provided. A high degree of quality awareness is developed though continuous review of the care service we offer, training of staff, and feedback from Residents. The monitoring of client satisfaction is considered to be an important indicator as to whether this care home is achieving its objectives of delivering a quality care service and meeting all of the Residents requirements. To help us to achieve this satisfaction questionnaire is used to interview and record responses of all guests. The Operations Director within the organisation carries out regular quality monitoring visits. Due to the fact that fees are based on an individualised package of care relevant to each person s assessed needs the fees can only be given as a guideline starting at 750 per week. The actual costs will be agreed with the Resident /Local Authority prior to admission. The fees cover all personal and nursing care (Where agreed) all meals snacks and beverages, all internal activities within the home, personal laundry. Fees do not cover such services as dentistry, hairdressing, alternative therapies, chiropody or items such as personal newspapers, periodicals etc. A contract will be agreed with each resident detailing the terms and conditions of residence in the home. Details of insurance cover The Home is covered by the following Insurance cover: Employee Liability Insurance; Public Liability Insurance and Professional Negligence Insurance Cover: Ecclesiastical Insurance Group 02/CRE/6066705 15
Useful addresses Care Quality Commission (CQC) Address: Citygate Gallowgate Newcastle upon Tyne NE1 4PA Telephone: 01443 848527 Plymouth Community Health Care Address: Mount Gould Local Care Centre 200 Mount Gould Road Plymouth PL4 7PY Telephone: 01752 434700 Social Services Department Address: Civic Centre Armada Way Plymouth PL1 2AA 16