Service
Users may attend religious services within or outside the home,
as they so desire. if services are outside the home, the Service
User should, if necessary and where possible, arrange for transport
and accompaniment with friends or relatives. In the event of this
not being possble, care staff may accompany Service Users on specific
occasions if staffing levels permit. Every
assistance will be given to Service Users to practice their chosen
religion, assessment of religious specialist needs will be made
on an individual basis, not withstanding of the constraints of
the Home and its environment.
Service
Users have the right to meet clergy of their chosen denomination
at any time. If required, a private room will be made available
for such meetings.
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 results within
28 days from the date the complaint was received.
If
after this Investigation, you are still not satisfied, or feel
that the complaint is of a serious nature and you wish to speak
to a registration officer first, then you should contact:
The
Commission for Social Care Inspection,3rd Floor, Unit 1 ,Trustin
Court, Port Way, Preston PR2 2YQ. Tel No 01772730100 Fax 01772730176
Website: http://www.csci.org.uk/complain/share_concerns_and_complaints.aspx
Contact
with Family and Friends
Service
User's family, relatives and friends are encouraged to visit the
Service User regularly and maintain contact by letter or telephone
when visiting is not possible. In these cases, staff will offer
to assist the Service User to respond where help may be needed.
Visitors will be welcomed
at all reasonable times, and are asked to let the Person-in-Charge
know of their arrival and departure from the Home. For security
and Fire Safety Reasons, visitors must sign the visitor's book
on each occasion. The Service User has the right to refuse to
see any visitor, and this right will be respected and up-held
by the Person-in-Charge who will, if necessary, inform the visitors
of the Service Users wishes.
Bereavement
In
the unfortunate event of bereavement, the family can respect 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.
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 for a period
of eight weeks, provided 80% of the normal fee is paid. In the
case of social work funded Service Users, this retention period
would be reviewed by the Home Manager.
Monitoring
and Quality
Within
the Home, there are various systems, which ensure that close monitoring
is maintained on all of the Home's services and procedures. Attention
to the smallest detail is pivotal to everything that we do. An
important part of our quality programme is to involve the Service
Users and their relatives. We regularly asks for comments on the
Home, the staff and services we provide.
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 Service Users with regard to Health and Safety. Also as
to their choice to have animals within the home. This is not to
say we do not permit pets, the Manager will however treat each
case dependent on need and the amount of pets already at the Home.
Medication
If
a Service User wants to be self-medication 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.
Telephone
The
Home has a phone, which can be used by the Service Users for incoming
calls. 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 standard rate.
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, visitors
on request can also be catered for.
