The following information is outlined by way of an introduction to our home.
Wenham Holt Nursing Home exists to provide high standards of care for people within a homely environment; our mission is ‘putting people first’.
1.1 Objectives and Aims.
We aim to care for our clients in a safe, clean, warm, pleasant environment and help them to obtain and retain a sense of well- being. Our objective is to treat everyone as an individual and for clients to feel as ‘at home’ as possible.
1.2 Philosophy of Care.
"To treat everyone with respect and dignity".
Wenham Holt aims to provide holistic, ‘relational care’ (Greenwood et al 2001) to people identified as needing nursing care in a warm, safe, friendly atmosphere and to provide accommodation of a high standard.
The nursing home consists of 34 beds caring for people who are mainly elderly and confused. In addition, we provide Continuing Care beds in a Unit linked to the Nursing Home for Hampshire Primary Care Trust under a contract which has been operating since April 2004. The Unit is looked after medically by a consultant physician who visits weekly and a local GP who can visit every day if required. The Unit can accommodate up to 16 patients who are assessed as requiring NHS Continuing Care and assessment. Everyone admitted to the Wenham Holt Unit remain NHS patients and the service they receive will be in accordance with the key principles of the NHS. All the nurses and care staff employed in the unit are working for Wenham Holt Homes Ltd, supported by a specialist team from Hampshire PCT. The specialist team offer clinical supervision for the nursing staff and assess and advise on appropriate equipment for patients.
A full explanation of our services and facilities is provided in our patient guide a copy of which is available to everyone who is admitted to the Unit.
Despite the separate provisions within the home each resident is treated with the same professionalism and respect regardless of the differences in care needs. Clients are cared for in well-furnished single and double rooms, many with ensuite facilities. There are four lounges and a relaxation multi sensory room for clients to enjoy a range of leisure activities during the day. These activities might include music and art therapy, singing, physio, keep fit and reminiscence therapy. Records are kept to monitor clients’ participation during these activities. There are regular minibus trips for those who like to get out and see the surrounding countryside and seaside.
We provide home cooked meals to suit individual tastes and endeavor to help clients to overcome the eating difficulties that can be associated with their conditions so as to maintain a well balanced diet. The nursing and care staff are trained to assist clients with feeding using a dignified and empathic approach.
Our registered nurses lead a team of well-motivated and enthusiastic care staff. All our care staff are trained to be sympathetic to the needs of our client group and training in the specific area of dementia care is ongoing. Training in the general care of the elderly needing high dependency care is ongoing through the NVQ programme and through in-house programmes, and courses offered by outside organisations.
The Registered nurses conduct comprehensive assessment and care planning for all clients and relatives are encouraged to take part in this process. Relatives’ needs are helped by a monthly support group that is nurse facilitated and this is a time to discuss and share concerns and experiences. This group has been in existence for fifteen years and is therefore very well established. New members are always welcome and other people who are caring for relatives in the community belong to the group, so links with the wider community are forged and all help each other through shared experiences. Relatives whose loved ones have died in the nursing home are encouraged to continue attending the group and therefore a link is maintained during the bereavement period.
A laundry service is provided on the premises for personal laundry, bed linen and towels.
Wenham Holt enjoys the pleasant surroundings of six and a half acres of landscaped gardens, which provide a congenial backdrop of trees, lawns and grass areas, and flowers throughout the year. The proprietors and their families, with the dedicated help of a part-time gardener, attend to the gardens.
A local General Practitioner makes regular routine visits to the home and additionally visits when required. All residents have a choice to be registered with their own GP should they wish. The chiropodist visits every six weeks and we have weekly visits from the hairdresser. The spiritual needs of our residents are met by regular services from the local ministers, and the ethos of the home is to welcome people of all faiths and beliefs. Psychotherapy is provided by a registered psychotherapist for those who need it. Local practitioners provide dental and optical services.
For new patients who are funded through Local Health Authority/ Social Services the following guidelines are implemented.
A Social Worker/ Care Manager commonly refers the client to Wenham Holt.
If a vacant bed exists at the time of referral, an appointment is made for the client’s representative to view Wenham Holt, and discuss any concerns they may have with the senior Care Manager/Proprietor, or in her absence a member of staff who is a Registered Nurse.
Should the client’s representative decide that Wenham Holt is an appropriate place, meeting the needs of the client, they are advised to feed this information back to the Social Services Care Manager. A copy of the patient’s care plan is then sent to Wenham Holt by the Social Services Care Manager for assessment. If the care needs are straightforward then the admission procedure can commence.
In the event of any complications, an appointment is arranged for the Senior Care Manager/ Proprietor of Wenham Holt, or in the event of her absence, a Registered Nurse, to visit the client and discuss any concerns with the client and his/her representative. The Roper, Logan, and Tierney ‘Activities of Daily Living’ guidelines, is used as an assessment tool to aid a comprehensive health, spiritual, and social assessment. Particular attention is given to certain aspects of care needs, for example:
(a)The physical well being of the client/past medical history.(Included in this are the client’s personal care needs and his/her medication usage).
(b) The client’s mental state and cognition, and also any history of violence or aggression.
(c) Ability to communicate, including hearing and sight.
(d) Mobility, restlessness and any history of falls.
(e) Diet and any food preferences.
(f) Continence, to include any problems with constipation or diarrohea.
(g) Social interest, hobbies, religious and cultural needs.
(h) Involvement from family, friends or any other social contacts.
(i) Oral care.
(j) Foot care.
If Wenham Holt’s Care Manager concludes that Wenham Holt can provide the level of care required by the client, and the client and his/her representative agree with this, then the admission procedure is followed to a conclusion.
Clients who are self-funding and without a Care Management assessment/ care plan.
It is common for a representative of a client, and (on rare occasions, for example, a client requiring rehabilitation), for the client to contact Wenham Holt to enquire about a possible bed vacancy.
If a bed vacancy exists at the time of enquiry, an appointment is made for the client’s representative and/or the client to view Wenham Holt, and discuss any concerns they may have with the senior Care Manager/Proprietor, or in her absence a member of staff who is a Registered Nurse.
Should the client’s representative or the client decide that Wenham Holt is an appropriate place, that will meet the needs of the client, and there are no complications, then a suitable date for admission is arranged and the admission procedure starts. Since there may not be a Social Service Care Manager’s involvement and, therefore, may not be a current care plan in place, Wenham Holt depends on the client’s next of kin, representative or the client for information regarding the client’s needs.
In the event of any complications, for example if the client’s needs are so extensive that it is doubtful that Wenham Holt can provide the level of care required, an appointment is arranged for the Senior Care Manager/ Proprietor of Wenham Holt, or in the event of her absence, a Registered Nurse, to visit the client and discuss any concerns with the client and his/her representative. A comprehensive health, spiritual, and social assessment. Roper, Logan, and Tierney ‘Activities of Daily Living’ guidelines is used as an assessment tool to aid a comprehensive health, spiritual, and social assessment. Particular attention is given to certain aspects of care needs, for example:
(a)The physical well being of the client/past medical history.(Included in this are the client’s personal care needs and his/her medication usage).
(b)The client’s mental state and cognition. Also any history of violence or aggression.
(c) Ability to communicate including hearing and sight.
(d) Mobility, restlessness and any history of falls.
(e) Diet and any food preferences.
(f) Continence, to include any problems with constipation or diarrohea.
(g) Social interest, hobbies, religious and cultural needs.
(h) Involvement from family, friends or any other social contacts.
(i) Oral care.
(j) Foot care.
If Wenham Holt’s Care Manager concludes that Wenham Holt can provide the level of care required by the client and the client and his/her representative agree with this, then the admission procedure is set in motion.
Wenham Holt Nursing home has been operating since 1978, offering long-term and intermediate care for a wide range of residents.
Wenham Holt has 40 bedrooms (28 single over 10 square metres in size and 12 sharing over 16 square metres in size). All rooms have washbasins and in addition, 22 have ensuite toilets with two rooms having full ensuite facilities.
There are five bathrooms and a shower (disabled access). Residents are assisted with bathing as required and at regular intervals as negotiated with care staff.
The dining room allows regular social interaction at meal times. Residents are encouraged to choose where they wish to eat and meals are served either in the dining room, lounges and individual bedrooms.
Wenham Holt has more than 6 acres of landscaped gardens and a number of paths allowing the more mobile residents the opportunity to maintain their independence by enjoying a walk around the grounds. Wheelchair access to the gardens is readily available through the purpose built ramps.
The nursing home offers a broad range of activities which are shown in more detail at section 4.0 of this document.
Mealtimes are as follows:
Breakfast, between 0.700hrs - 9.00hrs.
Mid-morning coffee 10.30hrs - 11.00hrs.
Lunch 12.00hrs - 13.00hrs.
Afternoon tea 15.00hrs -15.30hrs.
Supper 16.30hrs -18.00hrs.
Bedtime drink 21.00hrs - 22.00hrs.
These are the usual times that meals are served. It must be emphasised, however, that should a resident prefer to have his/her meal at some other time, or should his/her condition dictate that meal should be served at some other time, every effort is made to accommodate this. Special diets to satisfy the client’s religious or cultural preferences are taken into consideration. For example diet without pork for Muslim or Jewish residents. Also diets to suit special medical conditions e.g. diabetic diets.
There are always a minimum of two trained nurses on duty. They are responsible for ensuring that care is delivered within the boundaries of the ‘philosophy of care’ identified in section 1. If a resident or their relative wants to discuss any as aspect of the service provided they should speak to the nurse in charge and arrange a mutually convenient time to meet or arrange a meeting with the manager.
Wenham Holt will endeavor to maintain the following:
(a) Up to date care plans, clearly documenting the resident’s problems, needs and what action, if any, is taken to resolve those problems and needs.
(b) Attend to personal care i.e. general grooming, hygiene and tidiness. Wenham Holt supplies soap, talcum power, deodorant, razors, shaving foam, toothpaste and toothbrushes, and moisturising cream for this purpose. Wenham Holt does not supply cosmetics and fragrances. Toilet tissues are supplied; however, facial tissues are not. Fingernails will be trimmed with the service resident’s consent.
(c) Ensure as dignified and private an environment for bathing, dressing etc. as possible.
(d) Make professional assessment of health and medical requirements and decide on the need for the General Practitioner’s intervention, or assistance from the emergency services.
(e) Maintain room temperature at comfortable levels suitable for the elderly infirm.
3.1 Diet
(a) Offer appetising and nourishing diet, catering for any special requirements, for example vegetarian, diabetic or religious needs.
(b) Prepare food that is easy to eat for those that require it, for example pureed or ‘finger foods’.
(c) Offer help to those residents who are unable to feed themselves.
(d) Establish a social environment at meal times.
(e) Serve food and drinks at suitable temperatures.
(f) Offer dining room accommodation at meal times, if preferred to communal eating.
(g) Encourage family and friends to share meal times, by helping clients with feeding.
(h) Serve adequate portions according to each individual’s need
(I) Offer food and drinks, for example tea and sandwiches, outside of meal times, to confused residents who may become disorientated towards meal times, or simply those residents who may require/want something between meals.
3.2 Clothing
(a) Ensure (as far as possible), that residents wear their own clothes. Exceptions may be made certain circumstances, for example;
When residents name tags are not sewn onto their clothing,
When residents have little or no clothing of their own
When a client insists on, or dresses himself or herself in an item of clothing which does not belong to him or her.
(b) Ensure that the client has a choice in the type of clothing, for example, colour or style, that he/she prefers wear.
(c) Ensure clothing is the correct size for comfort, movement and dignity.
(d) Ensure that clothing is appropriate to the season, especially prior to outings, so that residents are kept comfortably warm in the winter months and reasonably cool in the summer months.
(e) Ensure that the residents’ relatives/representatives are aware that if repeated washing is necessary (for example after soiling) items such as slippers, socks and stockings will wear out quickly and may require frequent replacement.
The care assistants all receive training in safe care practices and they are committed to delivering a ‘relational approach’ to care (details of this approach can be obtained from the manager or by reference to the following publication: Greenwood D., Loewenthal D. & Rose T. (2001) “A relational approach to providing care for a person suffering dementia”, in Journal of Advanced Nursing 36(4), 583-590). This article highlights the potential benefits for clients of a relational approach to providing care.
4.1 Leisure and Social Activities and Cultural Interests. Wenham Holt offers a wide range of leisure and social activities such as; art therapy, fun physiotherapy, reminiscence and music therapy, regular outings on the home’s privately owned mini bus, and walks around the expansive grounds and gardens. For residents whose disability demands confinement in bed, Wenham Holt has a Multi-Sensory Room with fibre optic lighting and soft music for video and audio stimulation. Aromatherapy is also available, concentrating primarily on the sense of touch, anointing arms and legs with a variety of moisturising creams and oils.
Also a member of staff conducts two thirty-minute multi-sensory sessions per week with very frail residents (and is conducting a research study).
Additionally, there are seasonal festivities; Easter bonnet parade, Christmas party etc. Trips to the seaside in the summer often include visits to Hayling Island, the rose gardens at South Sea, and cream tea depending on the weather. Fire works on bonfire night and, a children’s Christmas party to which the grandchildren, great grandchildren or any other immediate young family member of our residents are invited. Of course this includes a visit from Father Christmas to deliver presents to the children!
4.2 Attending Religious services. The local Church of England minister visits on a monthly basis to give communion to those residents who want it. Catholic communion is celebrated weekly for Catholic residents. The staff and management of the home will assist, as much as possible (allowing for the usual constraints in terms of building and staffing), in enabling our residents to continue their chosen religious devotions.
4.3 Relatives group over the last fifteen years the Registered Manager has led and facilitated support group for the relative of service users, this group has proved very successful in providing an opportunity to discuss many of the personal and practical issues surrounding the admission of a loved one into residential care. The value of this support group was recognised by the Relatives Association, who invited group members and facilitators to speak at a regional conference.
5.0 Visiting Policy
Visitors are welcome at any time without appointment, however the night staff would appreciate a warning by telephone if visitors intend to call late at night, particularly if it is dark. Visitors are required to sign in the ‘visitor’s book’ at the front door of the nursing home when they enter and leave.
There are a number of rooms where residents can meet their relatives and if there are specific requirements for any reason the staff will try to accommodate any special request within the constraints of the building and the available staff
Staff and management will respect the right of a resident to refuse to see someone who visits the home if they do not wish to do so.
Rosemary Gorvin is a Registered General Nurse and joint proprietor of Wenham Holt Homes limited. She is also the registered manager and has been employed full-time at Wenham Holt since 1984. Her other qualifications are B.A. Hon in History, post graduate diploma in social research, post graduate diploma in management of community care for older people as well as various certificates for extended study courses involving care of people suffering from dementia, physical illnesses of old age and care of the dying.
Dr. Dennis Greenwood is the Registered Manager of Wenham Holt’s sister home Eastfield and is a director of Wenham Holt Homes Ltd. He has a PhD awarded by The University of Surrey for research into dementia and psychotherapy. He also has an MSc in Counselling and psychotherapy and is a UKCP accredited psychotherapist.
There is always a highly qualified nurse in day to day charge of the Continuing Care Unit. In addition, the Home has a number of experienced Registered General Nurses.
A team of care assistants supports these registered nurses. Many of the care assistants have been working at the home for a number of years, we feel this long-term nature of our staff is helpful to our residents by encouraging consistency and familiarity in keeping with our philosophy of care. As well as their practical experience, many of our care assistants are either working towards or have been awarded their NVQ 3 qualification in health and well being.
Environmental and facilities matters are managed by Dan Gorvin. Mr Gorvin is the responsible individual Registered to provide this service at Wenham Holt by the CQC.
Dan is a qualified Environmental Health Officer with years of experience working in East Hants District Council.
6.1 ANCILLARY STAFF
We have weekday and weekend cooks who are both highly qualified and experienced.
Madeleine Moll Horach is the office administrator and has her N.V.Q.3 in care.
The home enjoys the benefits of a good experienced team of housekeepers and maintenance staff.
The Care Quality Commission (CQC) has registered Wenham Holt as a Care Home with nursing (N) with the following service user categories:
Dementia (DE) 50
Physical disability over 65 years of age (PD(E)) 50
Old age, not falling within any other category (OP) 50
Maximum number registered 50
The terms and conditions of the nursing home are detailed in a contract that is made with each person who is admitted to the nursing home, the following is a draft contract:
WENHAM HOLT NURSING HOME
AGREEMENT OF RESIDENCE
Agreement between Wenham Holt Homes LTD. [‘the Provider’]
and [‘the Resident’]
relating to accommodation in Wenham HoltNursing Home [‘the Home’]
1 Legal Context
1.1 This Agreement shall be governed, interpreted and enforced according to the laws of England.
1.2 This Agreement sets out the terms under which the Resident will occupy accommodation at the Home, and under which he will be entitled to care services. The Resident is advised to read it carefully before signing it; and, if appropriate, to obtain the advice of next of kin, a close relative, a legal adviser, an advocate or a friend before signing it.
2 Occupancy
2.1 This is not a tenancy Agreement; and it does not give the Resident an interest in any land or buildings which comprise the Home. By this Agreement the Provider allows the Resident to occupy accommodation at the Home, although it will not give him exclusive rights to occupy any part of the Home to the exclusion of others. This Agreement is between the Provider and the Resident. It is not transferable. In exceptional circumstances, the Provider reserves the right to move the Resident from one room to another within the Home, in advance of which 7 days notice in writing will normally be given. If, following such a move, the new accommodation is not, in the Provider’s view, of approximately equal value to the previous accommodation, an adjustment in charges may be made.
2.2 Payment of the agreed charge will give the Resident access to all the facilities of the Home and the use of sleeping accommodation in a single furnished room, namely, Room Number …… The facilities of the Home shall include unrestricted use of communal rooms, provision of all meals, a laundry service, and all necessary personal and, as the case may be, nursing care, on a 24-hour basis as outlined in the Care Plan). All rooms will be kept clean and will normally be kept adequately heated by day and night.
2.3 The resident shall, from his own resources and/or personal allowance, provide medical requisites (other than medication by prescription), hairdressing, newspapers, clothing, toilet requisites, and other items required of a personal or luxury nature. If purchased through the Provider, these items might, by agreement, be charged to the Resident’s account for payment at a later date. The items noted above are not intended to form an exhaustive list.
2.4 All electrical items brought by the Resident on admission to, or acquired during occupation of, the Home must first be inspected as to their safety by a competent person before their use.
2.5 Items of furniture may be brought in by the Resident, subject to inspection as to condition and defects liable to render such items unsafe or unfit. Transportation, insurance and eventual removal of such items shall be the Resident’s responsibility or that of his executors or other personal representatives.
2.6 No representation is to be implied by the Provider allowing any item into the Home. The Provider reserves the right to refuse any item being brought into the Home.
2.7 The Resident will be encouraged to personalise his own room after due consultation with the Provider.
2.8 The Provider’s insurance policy with Norwich Union covers the loss of or damage to the Resident’s property through fire, theft, flood etc. up to the value of £1000. Where the personal effects of the Resident exceed that value, it is recommended that appropriate insurance cover be effected by the Resident, as the Provider does not accept responsibility for their loss or damage under any circumstance outside the control of the Provider. The Resident is advised not to keep large sums of money or jewellery or other valuables at the Home.
3 Shared rooms
3.1 When a place becomes available in a shared room, the Provider reserves the right to introduce another resident to share the room. Should the remaining Resident choose not to share with a resident who is introduced by the Provider, the Provider reserves the right to charge the remaining Resident for single use of the room, at an amount equal to the charge which would have been paid by such other resident, in addition to the agreed charge in paragraph 2.2.
3.2 In such circumstances, the remaining Resident will have the opportunity to retain the room for single use or to move to a different room, subject to the availability of an alternative room and the Resident’s ability to pay the necessary charge. Where the Resident chooses to continue to occupy the shared room on a single basis, pending the availability of an alternative room, the Provider reserves the right to charge the Resident for single use of the room.
3.3 Where the Resident shares a room and chooses to move to a different room, he will be given the opportunity to do so, subject to the availability of an alternative room and the Resident’s ability to pay the necessary charge.
4 Grounds for termination
4.1 If the Provider considers the Resident to be in default under any of the circumstances set out below (which is not intended to be an exhaustive list), he may give written notice (see also Section 20 below) to ask the Resident to leave the Home:
4.1.1 failure to ensure that all charges are paid;
4.1.2 breach of, or failure to perform, any condition of this Agreement;
4.1.3 damage to property, fixtures or fittings in the Home;
4.1.4 serious and persistent nuisance caused to other residents or neighbours or acts of harassment on the grounds of race, ethnic origin, religion, gender, sexuality, age or disability;
4.1.5 where the accommodation in the Home is provided for specific rehabilitative purpose(s), and the Resident no longer needs the service;
4.1.6 where the Home is unable to offer the support and care service(s) which the Resident needs.
5 Rights of the Resident
5.1 The Provider undertakes to respect the Resident’s citizen’s rights, and in addition subscribes to the declaration of the rights of residents made in the Resident’s Charter of the Hampshire Care Association, a copy of which is available for perusal.
6 Freedom of movement
6.1 The Home cannot restrict a Resident’s movements. The Home cannot accept responsibility for a Resident’s safety away from the Home unless the journey and any necessary supervision have been arranged by the Home.
7 Personal monies
7.1 If the Resident is unable or does not wish to control his own financial affairs, he should arrange for his legal adviser, bank manager, accountant, advocate, next of kin or a friend to do so on his behalf. He may also ask the local Social Services authority to take responsibility for handling his personal money.
7.2 The Provider is not willing to handle the Resident’s personal money.
8.0 Obligations of the Resident
8.1 The obligations of the Resident ( list is not intended to be exhaustive) are:
8.2 to ensure that all charges of the Home are paid;
8.3 to ensure that he does not harass or offend anyone in a way which stops them feeling comfortable
in the Home because of their race, ethnic origin, religion, gender, sexuality, age or disability;
8.4 to ensure that he does not do anything which is disruptive of another person’s rights within the
Home or which causes them physical harm;
8.5 when playing a radio, television set, record, tape recording or musical instrument to do so at a
volume which does not cause offence either to neighbours or to other people living in the Home;
8.6 to keep animals only in accordance with the agreed policy of the Home;
8. 7 not to remove or change the fixtures and/or fittings of the Provider without consent;
8.8 not to use any unprescribed medication without informing the Provider.
8.9 to maintain their personal accommodation in a reasonable manner;
8.10 to be liable for the costs of any damage to the Provider’s furniture or accommodation caused by the Resident or his visitors.
9 Payment of charges
9.1 The charge shall be £…. per week; payable by/on behalf of the Resident to the Provider on the first day of the month in advance, commencing ……… and will, subject to Paragraphs 9.1.1 below, cover all services referred to in Paragraph 2.2. Payment will be by the following method: cash/cheque. There will be no extra charges. The charge will not increase unless one month’s written the Provider gives notice.
9.1.1 Where the Resident is assessed as being entitled to NHS funded nursing care, the charge referred to at 9.1 will be adjusted to reflect the amount of the NHS nursing contribution which has been paid to the Home by the NHS in respect of the Resident.
9.2 In the event of the death of the Resident, any outstanding charge will be charged to the Resident’s estate.
10 Review of charges
10.1 Charges, including all top-ups, from whatever source, will normally be reviewed in order to keep pace with inflation; and/or to cover the costs of meeting specific statutory or other requirements coming into force; and/or to meet the costs of a demonstrable change in the Residents care needs.
10.2 Such charges will normally be reviewed annually. But the Provider reserves the right to review them more frequently, as circumstances demand. One month’s written notice will be given to the Resident and other relevant parties of any change in charges.
10.3 Where the provision of additional care is required, the Provider reserves the right to negotiate a new charge at any time. One month’s written notice will be given to the Resident and other relevant parties, which notice will give the reason(s) for the additional care.
11 Changes in financial circumstances
11.1 Where a self-funding resident becomes dependent on public funding, the Provider agrees to apply Hampshire Care Association’s Code of Practice ‘Relations between providers of care home services and private fee payers who may become dependent on public funding’, a copy of which is available on request.
12 Default on payment of charges
12.1 In the event of default on payment of charges due from the Resident, his appointed agent(s) and/or the Third Party, the Provider reserves the right to recover the deficit by issuing a summons in the County Court.
12.2 In such circumstances the Provider also reserves the right to charge interest on the outstanding amount at a rate 8% per year above the prevailing Bank Rate.
12.3 The Provider reserves the right to negotiate with the Resident a move to less expensive accommodation within the Home, as an alternative to giving notice under Section 20 below.
13 Maintenance and repairs
13.1 The Resident will normally be consulted about any maintenance or repairs, which might affect t them, including the redecoration of his/her room.
14 Complaints
14.1 If the Resident has a complaint, it should, in the first instance, be taken up with the Provider. If the Resident is not satisfied they may complain to the Care Quality Commission (CQC) at The Oasts, Hermitage Court, and Hermitage Lane, Maidstone, Kent. ME16 9NT. Telephone 01622 724950, Fax 01622 724980 website; www.cqc.org.uk
14.2 If the Resident is dissatisfied by the response from the CQC, they can complain to the Parliamentary Ombudsman. The Parliamentary Ombudsman will only deal with complaints that have been referred to him by an MP.
15 Equal opportunities
15.1 The resident will not be unreasonably discriminated against on the grounds of his race, ethnic origin, religion, gender, sexuality, age or disability.
16 Consultation
16.1 The Provider will consult with the Resident before making changes to policies and practices, which have a substantial effect on him.
17 Operational policies
17.1 Resident has the right to information on the operational policies of the Home.
17.2 The operational policies of the Home may be viewed by the Resident on request. As an illustration, some of the policies which affect the Resident are listed below:
17.2.1 User involvement: the Resident will, wherever possible, be included in decisions which affect his life.
17.2.2 Visitors: the Resident will be able to decide who visits him and when, subject only to the possible impact on other residents.
17.2.2 Health and safety: the health and safety policy of the Home will only restrict the Resident’s choice where it is necessary to ensure the safety of other residents, staff, or the Home.
17.2.3 Restraint: the Resident retains his citizen’s rights on entering the Home. However, where the Resident is unable fully to look after himself, or is a possible danger to himself or others, a degree of supervision and protection may be required, and/or limits may be put on his personal freedom. This will be discussed fully with the Resident and/or his Advocate and/or the Client and recorded in the Care Plan.
17.3 On the death of the Resident the Provider undertakes to use his reasonable endeavours to contact the next of kin or the person previously nominated by the Resident.
17.4 The Resident may not smoke in any part of the Home without the permission of the nursing home manager.
18 Care and support services
18.1 The Resident will be required, before taking up residence, to provide information to the Provider on the state of his health, any treatment required, the name of his medical advisor, and his next of kin or person to be contacted in the event of an emergency.
18.2 The care and support services in the Home will be based upon the aims and values set out in the Home’s Statement of Purpose, which pays particular attention to the importance of confidentiality in the exchange between the Provider and the Resident.
18.3 The Provider undertakes to respect the individual cultural and/or religious beliefs of the resident and to provide reasonable facilities for the resident to continue to follow such beliefs.
18.4 Care plans will be drawn up in consultation with the Resident and, where appropriate, his relative(s) or advocate(s), enabling a clear statement to be made about what the Resident can expect on a day to day basis, and what the Home should provide to meet his needs. Care plans will be reviewed at least monthly to take account of change(s) in individual needs.
18.5 The Provider is prepared to order, take charge of and dispense all the Resident’s prescribed medication. Wherever possible, self-administration will be encouraged. If there is a doubt about the Resident’s ability to self administer, a trial period of limited duration will be agreed and carefully monitored. The Resident undertakes not to use unprescribed medication without the Provider’s knowledge. The Provider reserves the right in all cases to consult the Resident’s GP if he considers it necessary.
18.6 The Provider undertakes to enlist the support of the NHS as necessary to enable the Resident to remain in the Home in the event of illness, unless the Resident’s GP recommends alternative arrangements.
18.7 The Provider undertakes to enlist relevant support to provide a range of services and activities to enable the Resident to achieve his potential capacity, physically, intellectually, emotionally and socially.
18.8 In this Agreement, references to the masculine or feminine shall include the other gender and references to the singular shall include the plural.
19 Temporary absences
19.1 If the Resident is temporarily absent from the Home, the Provider undertakes to retain the accommodation for the Resident, provided the charge is met in full.
19.2 Where the Resident, being one in respect of whom the Home normally receives NHS nursing care payments, is admitted to hospital and the NHS declines to continue the payment during the entire period of hospitalisation, the Provider reserves the right to include in the charge an amount equivalent to the unpaid amount of NHS nursing care payment.
20 Notice
Long-term Resident
20.1 The first four weeks of a long-term agreement shall be regarded as a trial period for the benefit of the Resident, existing residents and the Provider. During this period the agreement with the Resident will be on a fixed term basis, one week at a time, renewable each week. If the Resident leaves permanently during such a one-week period without giving notice, the Provider reserves the right to charge for the balance of the remaining days as payment in lieu of notice. In such circumstances, where the accommodation is subsequently re-allocated during that period, a proper proportion of the charge shall be refunded.
20.2 If, after the trial period, the Resident intends to leave permanently for any reason, four weeks notice, or payment in lieu of notice, will be required. In circumstances where the Provider in lieu of notice accepts payment and the accommodation is subsequently re-allocated during that period, a proper proportion of the charge shall be refunded.
Short-term Resident
20.3 During an agreement for a period of six weeks or less, seven days notice, or payment in lieu of notice, will be required. In circumstances where the Provider in lieu of notice accepts payment and the accommodation is subsequently re-let during that period, a proper proportion of the charge shall be refunded.
20.4 This Agreement shall continue in force until death, or by written notice given by either party four weeks before the date of termination, provided always that the Provider reserves the right to charge, notwithstanding the death of the Resident, in full.
21 Legal liability
21.1 Each party shall be liable for the consequences of any breach of his obligations under this Agreement, including any injury to, or death of, any person, or loss of, or direct damage to, any property, except and to the extent that such consequences are a direct result of the act, omission, default or negligence of the another.
There is a file kept in Wenham Holt of letters received about the nursing home. If you would like to refer to this file please ask the nurse in charge.
A copy of the latest inspection report is available in the nursing office and a link to it is on our website;
wenhamholt.co.uk .
COMPLAINTS PROCEDURE
The management and staff of Wenham Holt endeavour to maintain the very highest standards of service at all times. However should you feel dissatisfied with the service we provide, we invite you to do the following:
· Discuss your problem or complaint with the nurse in charge at the time.
· If you are dissatisfied with the response your complaint has received please contact the manager Mrs. R. Gorvin in writing. A written complaint will receive a response within two weeks of the letter being received.
· If you still have not received a satisfactory response to your complaint please contact the Care Quality Commission (CQC) South East Region, Citygate,Gallowgate,Newcastle Upon tyne. NE1 4PA. Telephone number 03000 616161
· If you are dissatisfied about the way the Care Quality Commission deal with your complaint they will advise you on what you can do next.
Wenham Holt will accept emergency admissions only when there is as an assessment available that has been carried out by a person qualified to do so. The manager or delegated representative should decide from this assessment whether the care-needs of the person can be meet adequately at Wenham Holt.
On admission to Wenham Holt, comprehensive health, personal and social care needs are set out in an individual plan of care, by a first level registered nurse. The care needs are based on information gathered either from the client, his or her representative, assessment that may have been made by a representative from Wenham Holt prior to admission or information that accompanies the client. For instance when a client is admitted through a social service manager, it is common for a comprehensive assessment of needs to be sent to Wenham Holt prior to admission or to accompany the client when they arrive.
The plan of care first sets out in detail the problem, which needs attention. Then the aim of actions to be implemented and finally the action(s) that are to be implemented in order to achieve that which is aimed for. All care intervention are clearly documented on a daily basis, in order to ensure that care needs are met
The plan of care meets relevant guidelines and the home has a risk assessment pertaining to the prevention of falls in the elderly
The plan of care of each individual client is reviewed on a monthly basis, to reflect any changes, currant objectives and actions to be taken to meet those objectives. Additionally any changes in the client’s condition that require urgent action(s) are documented each day.
Wenham Holt aims to set out the plan of care with the full involvement and co-operation of the client, however, because the client group care for are cognitively impaired, this may not always be possible. However, involvement from the client’s representative is always welcomed, and in most cases relied upon. The care plan is set out in simple style, always in English, and the use of abbreviations, medical terminology and jargons are limited to only those that are commonly known and accepted. All information recorded is treated with respect and confidence. Because most of the service users are confused they are unable to agree or disagree with the information recorded, however, their representative can and are encouraged to challenge and information.
The staff at the home receive regular training on the procedures to follow in the case of a fire. In order to reduce the possible risk of fire and to comply with workplace legislation smoking is not permitted inside the nursing home. If any client wishes to smoke they may do so outside under the supervision of a member of staff or friend/relative. The nursing home has been compartmentalised to reduce the risk of a fire spreading throughout the building. Consequently, in the case of a fire a staged evacuation is the recommended means of leaving the building safely. Service users are advised to take advice from a member of staff in the case of a fire to ensure that an evacuation proceeds safely.
Wenham Holt carries out a regular programme of service evaluation and consultation. Client representatives and visiting health professionals are forwarded a previously tested questionnaire (Anbacken, O., Loewenthal, D., & Mjurke, J., (1988) Managing Change, European Management Health Care Association). The results of this survey are then compiled and circulated (a copy is forwarded to the CQC.).