Service Users interested in coming to Welcome Care Homes Ltd are encouraged to visit the home and sample the atmosphere and level of service. Often day-care is arranged on a regular weekly basis while waiting for a vacancy. This gives the client time to get to know the staff and adjust to new people and surroundings. A month’s trial period is always given before taking permanent residency.
The home is registered to accommodate 15 persons over the age of 65, of whom 3 may be over the age of 55.
Category is Care Home Only (CRH –PC)
Keeping you safe is a key priority.
All our staff are subject to police checks through the Criminal Records Bureau which includes the Protection of Vulnerable Adults register.
We have stringent policies within the home and all staff are aware of their responsibilities in relation to recognising and reporting any incident or event which would be classed as abuse that causes or has the potential to cause harm.
Staff attend regular training sessions where they are instructed on the various types of abuse and the signs to look for to help recognise when this might be happening.
Adult Protection and Prevention of Abuse
Service Users may wish to be advised of the services of an advocate.
Staff have been trained to be aware of the range of advocacy services that the home is able to provide and to understand how these services combine to meet the needs of service users. Staff are very willing to help where needed.
We recognise that when people have earned the right to be cared for by virtue of their seniority of years and as they have worked hard throughout their life committed to helping others they deserve extra cherishing. With more than 17 years experience, we, at The Welcome Care Homes Ltd have been offering a care service for the elderly that is both personal and highly professional.
We are a small community of residents, friends, family, workers and visitors. It is our intention to maintain a friendly homely environment with the provision of care that is personal yet professional and meets with the specific yet ever-changing needs of our residents.
We have no bias towards any differences experienced or expressed by the residents and we actively promote an attitude where every assistance is given to residents to help them maintain as full and active a life of their choosing. We are renowned for our level of care and personal interaction with the residents whose needs we aim to please.
We are pleased to accept Service Users on a long term or short term basis, for convalescence or a holiday stay. We do not accept resident whose needs are defined as constant nursing care but we are able to offer the same care as would be offered by a caring relative in a persons’s own home.
If a person’s health changes their needs to nursing requirements, then we will provide care needed until or unless relatives in conjunction with health professionals determine otherwise.
Aims and Objectives
The service users care plan is vital to a happy and successful stay at the Home. Users, friends, family and carers are encouraged to be a part of the plan which is then reviewed monthly and updated to reflect any changing needs. Involvement includes expressing their choices and taking part in delivery. We aim to ensure that the objectives for health, personal and social care are carried out.
Family and relatives will be encouraged to participate in the Service User’s daily routine as far as is practicable, and are invited to monthly formal reviews.
Service Users and their Relatives are always welcome to chat with a member of the Care Staff if they have any concerns.
The Service Users Plan is reviewed at three levels:
• Daily on a shift-to-shift basis. At staff shift changeover the Service User’s daily care notes are handed by the out-going shift to staff on the in-coming shift and the Service User’s responses and activity patterns discussed as needed. Changes to the care plan may be proposed at this point.
• At the end of the four week settling-in period.
• Thereafter a formal review is held with care staff on a monthly basis.
All amendments to the care plan require the authorisation of the Home’s Manager or Senior Carer. Certain amendments may require the authorisation of the Service User’s GP. All amendments to the Service Users Plan are recorded in full.
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.
All data created and kept by the home is subject to the data protection act. Our Privacy Notice
Ethos of the Home
• The home has a modern Fire Alarm System fitted, with “Fire Exit Notices” and “Fire Emergency Instruction Notices” displayed at strategic points throughout the home, as advised by the local “Fire Department”.
• Staff are instructed during induction training with regard to the Fire Prevention/Drills Policy this includes use of the homes fire appliances, evacuation, assembly points, raising the alarm, etc. Service Users are informed of the emergency procedure during admission.
• A fire exercise is carried out weekly, this ensures all staff and Service Users have a comprehensive understanding of their responsibilities. A full fire drill is conducted every 3 months, which involves evacuation of the home.
• All fire systems and alarms will be tested by the Home staff every month and every12 months by the local Fire Officer. Records are kept of all such testing as part of the Proprietor/Managers responsibilities.
• All fire fighting equipment will be checked annually by a qualified fire extinguisher maintenance engineer.
• Where possible, furniture, fixtures and fittings must be made of fire-resistant of fire-retardant fabrics and materials.
Gifts and Gratuities
Staff are unable to accept gifts and gratuities.
Inspections and the Care Quality Commission
Maintaining and promoting standards is essential. The standards are those required by the Service user, established by the manager and proscribed by legislation. Surveillance and monitoring of expected daily practice is part of our way of achieving quality assurance. We arrange our own external and unannounced audit and welcome visits from the regulating body hereafter known as the Care Quality Commission.
An important part of our quality programme is to involve the Service Users and their relatives as well as other visitors and service providers through the use of dialogue and questionnaires.
The essential standard is those of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010 and Care Quality Commission Regulations 2009. These form a basis of quality assurance programme.
We will continue to seek how to increase the influence of Service users and their representatives in the planning and delivery of the services. We look forward to an open and honest dialogue that will enable us to achieve a home which reflects our ethos described in this statement of purpose.
Staff at the Welcome Care Home are trained to deal with any infections present in the home and are trained to ensure the risk of transmitting infection from one resident to another in kept at a minimum. Effective hand washing is the best way to prevent the spread of infection.
In the rare event of an outbreak of infection or episode of pandemic flu we will take advice from the Department of Health and the Health protection agency.
Religious Service and Worship
When Service users join the home and have familiarised themselves with the home, they are encouraged to take part in the planning of their care. As part of this, the Service users indicate their preference for spiritual expression and we ascertain ways of respecting and accommodating their needs. We strive to ensure that residents meet clergy of their chosen denomination at any time. If required, a private room will be made available for such meetings.
Smoking and Alcohol
For the purposes of smoking; the home is a public space, smoking is not allowed in either the public rooms neither the private rooms.
Whilst smoking is generally discouraged within the home we acknowledge that as part of expression of individuality, there may arise the need for a smoking facility; a space has been set-aside for this purpose.
It is the right of every Service User to consume a “social” level of alcohol if so desired, subject to appropriate documented Risk Assessment included in the Care Plan: Certain circumstances restrict/prevent the resident from consuming alcohol and will be discussed individually.
All new staff will complete an induction that follows the TOPSS guidelines. During induction, all staff are trained in-house by experienced qualified senior staff in the following critical subjects:
• Care code of conduct care skills
• The rights of Service User’s
• Health and Safety
• Food Hygiene and Safety
• Personal Care Tasks
• Care Assistants Responsibilities
Training is vital to achieve the standards required by the Welcome Care Home. All Care Staff within the Home are trained to deliver the highest standards of care.
A continuous staff-training programme is implemented 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 the Care Quality Commission.
All care staff have a basic training in “Skills for Care”. Following a new appointment of employment, staffs undergo in-house induction training.
The home insists that all Care Assistants hold a minimum of NVQ level 2 in Care or equivalent.
All new members of staff must train to achieve this important qualification. The home also sends all staff on external training courses for such topics as Food Hygiene, Lifting and Handling, Care of the Elderly, First Aid and Drugs Practice etc
Thereafter each staff member is given a development programme designed to develop new skills and enhance existing skills.
• Caring for the dying, the terminally ill and the bereaved.
• Medicines training
• Caring for people with dementia & challenging behaviour as well as learning difficulties.
• Safeguarding vulnerable adults
• Mental Capacity and Deprivation of Liberty
• How to implement policies
The training matrix is continually updated subject to new courses becoming available and more importantly as a direct response to the influence of views and experiences of residents.
We believe that service users, staff and visitors should be provided with a safe environment which embraces all aspects of their life. This includes being assured that on any occasion where the service standard falls below that which could reasonably be expected, there are systems in place to address this. We are committed to this in relation to the management of comments and complaints by the following.
“an expression of dissatisfaction, however made, about the standard or quality of service, action or lack of action, by the Welcome Care Home or its staff affecting an individual or a group of individuals in receipt of a service provided by the Home”.
Welcome care home Complaints Procedure is based upon four key principles:
1. To offer those who complain a clear response to their complaint provided within clearly defined timescales and in a sensitive and sympathetic manner.
2. To improve service delivery by preventing recurrence of such dissatisfaction and thus help shape future improvements in service delivery.
3. To provide assistance with the complaint process where required for accessibility.
4. To be simple, clear and objective with the sole aim of resolving problems as soon as possible in a manner, which respects confidentiality and privacy.
The aim of the Complaints Procedure is to give clear details of the steps, which may be taken to put things right where there’s been a problem.
Complaints should be lodged at the earliest stage within the complaints procedure and then proceed, as appropriate, by way of appeal through the stages.
The Welcome Care Home Complaints Procedure comprises the following stages:
Informal - Individual member of staff delivering the service
This stage may be used to advise a member of staff of a particular problem allowing them to resolve the matter first hand. The member of staff should respond to the complaint within 3 working days.
Stage two – Deputy Manager / Manager responsible for the service
This stage formalizes the complaint and provides the deputy manager with an opportunity of resolving the matter internally. The deputy manager will acknowledge a complaint and respond to it within 5 working days. You will receive a written outcome showing the outline and findings within 28 days. We will keep a register of all complaints that can be reviewed by board of management.
Stage three - Board Members
This is the final internal Stage and is aimed at providing an opportunity for complainants to have their complaint heard by the Registered manager, deputy manager and senior member of staff
Where a complaint is made and the person receiving the complaint has no authority to deal with it he/she shall refer the complaint to the appropriate stage and advise the complainant accordingly.
It will not normally be possible for The Welcome Care Home to deal with anonymous complaints other than in a very general way since it would be very difficult to investigate such complaints fully.
Where complaints are made in relation to Welcome Care Home’s general management, and in which other service users may reasonably have an interest, the process may involve a meeting of service user as an aid to resolution.
The Care Quality Commission
This is an independent body, which regulates care services throughout England. The CQC will investigate the complaint on your behalf. This can be done at any stage without using Welcome Care Home’s complaints procedure first. We would, however, wish to have the opportunity to resolve any problems before they are taken to the CQC.
CQC contact details:
Care Quality Commission
7th Floor, New King Beam House
22 Upper Ground
London SE1 9BW
Telephone: 0300 0616161