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SERVICE USERS GUIDE - JULY 2008Moving into a Care Home can be a very distressing experience, we do understand this and we aim to give you as much information prior to your admission so that on arrival you will feel at home straight away. You will be introduced to fellow residents and members of staff. Our staff are there to give you support when it is most needed. We will help you retain your independence, dignity and self-respect as far as possible. CONTENTSAdmission to Admiral HouseThe criterion for admission is professional assessment of need by the care manager. The manager will carry out a pre admission assessment in their own home or hospital. Prospective residents are encouraged and welcomed to spend the day at Admiral House to experience the ambiance and ethos of the home. Also, following a trial admission period, you, your family, advocate, care manager and home staff meet for a review six weeks after admission, to discuss your satisfaction and suitability of placement. The care we provide for you is reviewed, and any changes that may be needed are identified, agreed upon, and documented, with a further review date planned.
Emergency admissions may be
arranged by:-
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As soon as possible but within 72 hours, you will be seen by an assessor care manager to determine whether the admission is appropriate and to obtain further information.
Each resident will have a service user plan drawn up. This will detail how your individual needs will be responded to. You will be involved in the drawing up of this plan and in its review. Reviews of your plan will be undertaken regularly.
All people living at the home will have their legal and civil rights protected and you will be enabled to exercise these rights directly and to participate in all civic processes if you wish. To ensure that legal rights are upheld, you will have full access to any legal services you may require. This will include the provision of facilities for you to conduct any legal business requirements in private. Where residents lack capacity, the Home Manager will facilitate access to advocacy services. At times of national or local government elections, the Home Manager will ascertain whether you wish to attend local polling booths, and will arrange transport and staff accompaniment if appropriate. Should you wish to access a postal vote, then you will be given assistance to undertake this.
Confidentiality
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All staff within the home are aware of the fact that information of a highly personal and sensitive nature is held at the Home relating to the people in our care. All personal information will be constructed, maintained, and used in accordance with the Data Protection Act 1998. All information relating to you will be treated as confidential and will not be shared without your consent.
Compliments and complaints are always welcomed as they enable us to improve upon our services. Staff at the Home ensures that all complaints are listened to courteously and work together with you and any one else involved to find a resolution to suit all concerned.
At the initial local stage, the emphasis is to resolve any complaint informally within the home as quickly as possible by immediate staff on duty or the Home Manager. Individuals can determine whether a complaint is dealt with formally or informally. You may with to see if your informal complaint is dealt with to your satisfaction by staff, within ten working days. If this is not resolved to your satisfaction you may wish to make a formal complaint in which case the complaints procedure of Admiral House will be explained fully to you and assistance given.
Equality is the offering of services without discrimination as to race and ethnic origin, gender, ability, age, sexual orientation or political views. Staff at the home recognises that people are different and that these differences impact on opportunities, choices and outcomes. It is intended to ensure that the needs and experiences of different groups are taken into account in a way that is fair and lawful, and which allows genuine equality for all. Positive steps are taken to ensure that every service users has equal access to services provided.
Diversity, referring to the many different people, beliefs and things that occur naturally is respected and to ensure that all services users are treated equally, staff will be aware of the diversity of individuals’ beliefs and lifestyles and respond to this in a way that does not discriminate against an individual because of these diversities.
Admiral House is a Victorian house near Folkestone Harbour. There are a parade of shops locally including a Post Office. Bus stops nearby provide easy access in one direction to the town centre and then to Hastings. In the other direction the bus takes you to Dover. The nearest mainline station is in central Folkestone with trains between London Waterloo and Margate.
The Home provides care for 41 elderly residents including dementia.
The Home provides mainly single bedrooms for male or female residents, all rooms are a minimum of 11 sq. m. some with en-suite facilities. Each room is fully furnished with bed, wardrobe, chest of drawers and bed-side locker. You are encouraged as far as is practicable to do so, to bring in your own furniture and furnishings that comply with safety regulations. Each bedroom is lockable and you are able to hold a key to your room. Each room has a lockable facility for the keeping of valuables and medication for self medicating residents. There is also a lockable facility in the office should it be required.
A call system is available in all rooms for when staff need to be called to give you any help you may need.
There is a pleasant enclosed garden at the rear of the building.
Bathrooms and toilets are warm and adapted for use by both independent and less able bodied residents. All ensure that privacy is afforded.
Domestic arrangements within the home ensure a regular rota of cleaning duties is undertaken, with minimal intrusion and disruption to you. Bedrooms are cleaned regularly, with your permission, at a time that is convenient to you. Your participation is actively encouraged should you choose to do so.
While you will be supported and encouraged to maintain control of your finances, a lockable safe is available for the short term safe keeping of small amounts of money with arrangements in place for the strict recording and receipt of such money.
The fees at the home, for the financial year 2008/2009 can be obtained on asking.
Fees do not cover newspapers and periodicals, hairdressing, dry cleaning, chiropody, and the purchase of clothing or personal effects. Fees are reviewed annually. If a service user requires additional care, however, it may be necessary to increase the fee.
The Home has guidance for evacuation of the Home in the event of a fire. The Home is regularly inspected by the Fire Service and any recommendations are complied with.
The alarms are tested on a Tuesday morning at 9am.
A hairdresser visits the home regularly and is available for a small fee.
You will be encouraged to maintain your own General Practitioner. However, should this not be possible, staff at the home will support you in choosing and registering with a local General Practitioner. Although personal care and emotional care needs are met by staff at the home, nursing care is not provided by the staff at the Home. As a home, we work closely with other agencies that provide care for clients’ individual needs. These include your own general practitioner, local hospital staff, chiropodists, optical services, dental services, and community specialist nurses. You will be able to spend your final days in your own room surrounded by your personal belongings, unless there are compelling medical reasons to prevent this. During this time, your privacy and dignity will be maintained, and spiritual needs, rites and functions observed. You, your family members and friends will be treated with care, sensitivity and respect.
A key worker system is in operation within the home. This identifies one particular member of care staff who takes special responsibility for a small identified group of residents. This is to ensure that your care needs are planned and well co-ordinated at all times during your stay in the home.
Specific Staff undertake laundry duties. Bed linen and towels provided by the Home are changed daily and as required. On admission to the home, it is important that all clothing is marked clearly with your name by means of woven tape or marker pen. Staff at the home will make a list of all your clothing and an updated list must be maintained when new clothes are brought or received by yourself.
The Home cannot be held responsible for items in its care for laundering unless there are clear washing instructions and your name is marked on the garment.
Admiral House provides three meals a day with snacks when required to suit a variety of requirements including medical diets, such as, diabetic. Staff will visit each resident daily to take their meal order. The time scale for meals is set out below and residents are requested to inform staff if they require a meal outside these times.
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Meals can be taken in the dining room or in the resident’s room. The home operates a rotating menu which is available in the dining room. Residents are encouraged to speak to the cook if they would like something prepared that is not on the menu.
Fruit
Juice/cereal/toast or bread and butter
Cooked breakfast
Tea or Coffee
Sausage
hotpot/omelette/cauliflower cheese
Sauté or mashed potatoes
Seasonal vegetables
Fruit crumble and
custard or
Angel delight or
Yoghurt
Tea or Coffee
Tea
Omelette
with salad or cheese on toast
Cheesecake or Ice Cream
Cheese and biscuits
Tea or coffee
Should you wish to receive and pay for personal newspapers and magazines, staff at the home will be happy to arrange this.
Pets are not allowed at the Home for health and safety reasons
In order to ensure that you have your need for privacy met, the following basic principles are observed.
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Quality assurance and quality monitoring systems are developed to measure success in achieving the aims, objectives and statement of purpose of the home. This is undertaken through action planning and action development monitoring in response to regulatory requirements of Care Standards Inspectorate Inspection Reports. The development of a Business and Financial Plan and an Annual development plan. Quality assurance is also monitored through external services reports, including Fire Safety Inspections and Environmental Health Officers reports. Residential meeting are held regularly along with questionnaires to ensure residents receive the best possible care. Feed back is given in a monthly newsletter which is available for the residents to make any comments or write articles for.
Residents are encouraged to maintain their former interest and staff will take steps to assist them in this. Residents can, if risk assessed, go out unaccompanied. Daily activities are arranged and will be broadcast before the event. There is a programme of activities available which is compiled by our activities co-ordinator with the residents wishes.
Service Users are supported and encouraged to participate in outside religious services if they wish to do so. Should this not be possible for any reason, staff at the home will arrange an in house religious service if this is require.
A staff, building and environmental risk assessments undertaken and reviewed. Service user specific risk assessments are undertaken in conjunction with service user needs assessment and are reviewed as and when necessary. Moving and handling risk assessments and plans of action are developed for each service user at the Home.
Environmental Health Officers undertake regular inspection of the home and action taken as appropriate.
The Home is regularly inspected by the Fire Service and any recommendations are complied with.
Waste material is safely stored and disposed of regularly.
The Home has a policy and procedure for the protection of service user from harm or abuse.
The mechanisms used at intervention if a resident is about to harm another person follows the guidance within the homes policy and procedure information, and this is based on distraction from a harmful situation and will last only as long as the danger exists.
We are committed to providing good quality services, as a service user you will receive and can expect the following form us.
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Smoking is allowed in designated areas. This is regulary reviewed with safety in mind and advice from the fire officer.
You will be able to have a telephone in your own room if you choose. However, the installation of a telephone and cost of the line rental and calls would be paid for by yourself.
We understand that it is very important for you to maintain contact with relatives and friends, and visitors are welcome at all reasonable hours. However, there are basic guidelines that must be observed. Visitors will be required to sign the visitor’s book when entering and leaving the building. Staff will welcome the visitor, find out whom they wish to visit and see if you wish to receive a visitor. You will be able to meet with your visitor in your own room or lounge. Visitors are expected to respect the fact that other people live in the home, and not to cause any unnecessary disturbance that may affect the quality of life of others. Any wishes you may have about restricting who visits should be discussed with staff and be recorded in you plan of care.
Thank you for expressing an interest in Admiral House. Should you wish to discuss any part of this guide, the Home Manger will be happy to speak with you and answer any queries you may have.
This guide has been reviewed and amended in July 2008 and will be further amended to include up to date information as required.
Should you wish to receive this guide in large print, audio-cassette or in a language of style to suit your personal needs, the Home Manager will be happy to arrange this for you.
We hope that if you choose Admiral House as your new home, that you will have a happy and contented stay with us.
Mrs Diane Simmons
Manager
July 2008.
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