Frequently Asked Questions

We think of our rooms as a blank canvas for individuals to personalise with possessions from home. We provide a standard of furniture in each room which can be removed if individuals choose to bring their own. Pictures can be hung on the walls by our Maintenance team. Soft furnishings like chairs must have fire retardancy certification and furniture must enable a safe environment for residents and staff.

Yes please! We are washing clothing for multiple individuals every single day and all items must be labelled to ensure they are returned to the correct person, including underwear and socks. The best method is sewn in labels. A temporary solution is a laundry marker with initials and room number but this disappears over time.

We provide televisions for respite stays but for longer term stays, we ask that individuals provide their own television.

There are no fixed visiting hours, this is the individual’s home and they can welcome visitors whenever they wish. Visits can take place in the main communal areas, their private room, the garden areas or, by arrangement, in the quieter lounges/snug areas.

We are a privately owned home and do not have contracted beds with the local authority or NHS. We accept residents from all funding sources, provided that the total fee payable meets the fee for the assessed need of the resident.

If an individual does not have an ensuite wet-room, there are main showers and separate bathrooms in each house. Individuals can choose when they have a shower or bath and how often. The requirements of our residents mean that there is never a ‘queue for the shower’ – a fear some relatives have previously expressed. We are a 24 hour, 7 day a week care facility. To minimise the risks associated with showering or bathing, a member of staff will support at all times.

We support a wide range of needs and have an extensive array of equipment, from profiling beds, toilet raiser, commodes, mattress varieties, pressure relieving tools and moving and handling equipment. Needs will be assessed prior to admission and reviewed regularly.

Yes please, this ensures you are fully involved in decisions where you have the legal authority.

As this poses a conflict of interest, we do not allow our staff to sign or witness legal documents for families or residents.

Our team are committed to providing a nutritious, varied menu to every single resident. If they do not like what is on the menu or they change their mind, our cooks will offer a suitable alternative.

Yes, we can support individuals who are living with incontinence and will liaise with the continence service to ensure there is an assessment completed after admission.

There is a minimum of 1 weeks booking for respite care, and a maximum of 6 weeks.

The first four weeks of any stay are classed as a trial period, as per our terms and conditions.

We will complete an assessment prior to admission to establish care needs. For example, if care needs to be planned and delivered by a nurse, additional support is required for all acts of care, or if an individual is unable to stand, the assessment will confirm firstly whether we can meet the needs and secondly where those needs can be met, either in our residential or nursing care unit.

In the event of an individual becoming eligible for local authority funding due to approaching the savings and equity threshold stipulated by the Government, we will support the assessment with the local authority. If we are unable to negotiate the fees for the assessed needs, the individual may need to move to a different room or to a different home, as directed by the Local Authority. A Top Up fee can be paid, if financially sustainable by a third party.

All assessed personal care, accommodation, electricity (e.g. heat and light), Wi-Fi connection, food and drink (including snacks), a weekly physiotherapy review, activities seven days a week, maintenance, housekeeping and laundry undertaken on the premises (except articles that require dry cleaning).

Chargeable items include taxi journeys, staff escorts to any appointments if family are unable to support, hairdressing, chiropody, newspapers, reflexology, toiletries and shop items, dental services, clothing including shoes and slippers, additional physiotherapy by our provider, installation of private telephone line, personal internet or cable TV connections.

In the absence of free provision by the NHS, the following may also be provided but shall be charged in addition to the weekly fees, chiropody, opticians, dentistry and other privately arranged healthcare.

Yes. We are happy to arrange a private dining area for individuals to host a guest for lunch or supper.

Unfortunately, we cannot provide a bookable room for families to stay in when visiting. We hope to offer a room overnight to enable relatives to stay close to their loved one at end-of-life. If a room is not available, staff will offer recliner chairs and covers, together with meals, refreshments, and hygiene facilities.

There is no one answer, it is impossible to predict the settling-in process. We will, however, support and guide you at every step.

Our homes offer Assisted Living, Residential and Nursing Care. We can offer a very low levels of care through to more complicated care and support right through to end of life care. Whilst we are not a specialist dementia care provider, we do care for individuals who are living with dementia, however, we would not be a suitable provider for all levels. In the event of increasing dementia, where we are no longer able to meet needs, we will fully support in sourcing a more appropriate provider.

Whilst our preference is not to use agency staff, on occasion we will use them to cover sickness or annual leave. We have two preferred agencies and try to use the same agency staff if possible. All agency staff meet regulatory training requirements and are experienced in care.

We understand how disorientating it can be to move into a new living environment, and we are on hand at all times to help with anything, however frequently.

EVERYTHING we do is about choice, and we would NEVER force anyone to do anything they are not comfortable with. We like all residents to experience all we have to offer within the homes, but understand that some simply don’t want to.

Absolutely! Sometimes individuals would like a room with patio doors or on a different floor that wasn’t available when they moved in. We hold a waiting list for these situations, please talk to the team at any time to discuss wishes.

We do have phones that can be taken to residents in their room or in the communal areas. These phones are used by the shift leaders and are needed so we can call out to medical professionals or families can call in to speak to the team, we do ask if calls to residents can be outside of mealtimes and medication rounds. Every room has a phone point that can be activated by you if you feel it would be beneficial to have a phone in the room. Residents are also welcome to bring a mobile phone and staff are happy to support with use and charging.