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 the residents with regard to Health and Safety. We have made the decision therefore to only allow visiting pets into the home.
If a Resident wants to self-medicate 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 Resident may request to see a doctor in private if they wish. Relatives are asked if they wish to provide Homely Remedies, these must be discussed first with the Home Manager.
The home has a phone, which can be used by the resident for incoming calls in the privacy of their own rooms. It can also be used for outgoing calls at a nominal fee. Residents may have their own private line through British Telecom at the going rate.
Menus will be varied and favourite dishes and special diets can be catered for. Residents are encouraged to eat in the dining room but may eat in their own room or the day room if this is their choice.
Tea, coffee and other hot drinks are served and available 24 hours a day. Visitors are also catered for.
Complaints may originate from residents, their family I relatives, either directly or through the Registration Authority, and even from the Home's own staff. Complaints may be received both verbally and in writing.
Each instance of complaint must be reported reported to the Proprietor. Upon receipt of the complaint the Proprietor will complete the appropriate sections of a Complaints Record Form for appropriate action.
Every effort will be made to resolve the complaint and provide a full response to the complainant within 7 working days.
If the Proprietor is unable to satisfactorily resolve the complaint within 7 working days then the complainant has the right to refer the complaint to the local / regional offices of the Registration Authority, details of which are as follows:
Newcastle upon Tyne
Once the complaint has been resolved the Proprietor will complete the relevant sections of the Complaints Record Form, which will then be signed-off by the Proprietor.
The Proprietor is responsible for maintaining all records relating to a complaint, using an appropriate Complaints Record Form as the basis for monitoring the progress made in resolving the complaint. Records will include all written complaints received, and copies of all statements from relevant parties.
Completed Complaints Record Forms will be reviewed on a regular basis for apparent adverse trends in service quality as part of the Management Review of the Quality System.
If Social Services are funding your placement, you may wish to contact them at the following address:
Bedford Borough Council
See also Complaints Procedure
In the unfortunate event of bereavement, the family can expect 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.
The rights of all our residents are the main priority in our philosophy of care. We will promote those rights through the care and services we provide and encourage all service users to exercise their rights to the full.
The home recognises the value of having suggestions, recommendations and indeed constructive criticism from residents, relatives and staff.
The home encourages all service users, relatives, visitors and staff to be involved in the running of the home. All residents and relatives are encouraged to complete the homes questionnaire and to be involved in resident meetings to give their views and suggestions on the home, their care, the staff, meals and activities etc.
Residents may attend religious services either within or outside the home as they so desire. If services are outside the home, the resident should, if necessary and where possible, arrange for transport and accompaniment with friends or relatives. In the event of this not being possible, care staff may accompany residents on specific occasions if staffing levels permit. Our
activities officeris available for Wednesday Service at St. Andrews.
Residents 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.
Residents' family, relatives and friends are encouraged to visit regularly and maintain contact by letter or telephone when visiting is not possible. In these cases, staff will offer to assist the resident 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 and for prevention of infection, clean their hands with gel provided.
The resident 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 residents' wishes.