Review Date: JUNE 2008
Introduction:
This document provides the information required by Regulation 1 & Schedule 1, Regulation 4(1)(c) of section 23 of the Care Standards Act 2000 applicable from 1st June 2003 published by the Secretary of State for Health.
AIMS AND OBJECTIVES
It is the objective of The Elms Nursing Home to provide care to all service users to a standard of excellence which embraces fundamental principles of good care practice, and that this may be witnessed and evaluated through practice, conduct and control of quality care in the home. It is a fundamental ethos that those service users who live in the home should be able to do so in accordance with the homes Statement of Values.
It is the objective of the home that all service users shall live in a clean and safe environment and be treated with respect and sensitivity to their individual needs and abilities. Staff will be responsive to the individual needs of service users and will provide the appropriate degree of care to assure the highest possible quality of life within the home.
To meet the client's needs the care service within the home is designed to achieve the following objectives:
• To deliver a service of the highest quality that will improve and sustain the service users overall quality of life. In this respect the care service is designed to meet the requirements of a recognized accredited quality standard, but in a people oriented fashion.
• To ensure that the care service is delivered with flexibility, attentively, and in a non discriminatory fashion while respecting each service user's right to independence, privacy, dignity, fulfilment, and the rights to make informed choices and to take risks.
• To ensure that each service user's needs and values are respected in matters of religion, culture, race or ethnic origin, sexuality and sexual orientation, political affiliation, marital status, parenthood and disabilities or impairments.
• To ensure that the care service in the whole is delivered in accordance with agreed contracts of care.
• To manage and implement a formal programme of staff planning, selection, recruitment, training and personal development to enable service user care needs to be met.
• To manage the care service efficiently and effectively to make the best use of resources and to maximise value for money for the service user.
• To ensure all service users receive written information on the home's procedure for handling complaints, comments and compliments and how to use it.
The following Services will be provided to compliment the Aims and Objectives of The Elms Nursing Home.
SERVICES
ROOM SERVICE (included in room rate)
Room service is available throughout 24 Hrs every day.
A light refreshment of tea / coffee and biscuits may be offered by Staff, or can be requested for visitors, by the Service User.
Access to the kitchen is restricted to Trained Staff, Residents and visitors are excluded from entry to the kitchen for reasons of Health & Safety.
MAINTENANCE (included in room rate)
Room Maintenance, a group maintenance team will provide a service which will include things such as hanging pictures, moving furniture, changing light bulbs, or any adjustments to a Service Users room to make them more comfortable.
TELEVISION (included in room rate) (TV licence charge, when applicable – not included in room rate)
All rooms are provided with televisions, but Service Users may supply their own, providing they meet the necessary regulatory standard.
LAUNDRY (included in room rate)
All linen and towels are provided by the home. Additional pillows or blankets will be provided upon request.
Service Users are permitted to provide their own linen, but must ensure that they are suitably marked.
Personal laundry will be collected on a daily basis and returned the following day.
All Service Users personal laundry should be appropriately labeled by the Sponsor (Relative) before admission.
The Elms will not be held responsible for missing items should they not be marked properly.
SPECIAL AIDS (A charge may be applicable – dependant on equipment and personal circumstances)
Trained nurses will assess all new residents as to whether they require items such as Zimmer frames, raised toilet seats, toilet frames and wheelchairs.
Chargeable items are as follows (unless free nursing contribution is provided by the Local PCT):
• Roho Cushion
• Roho Mattress
• Harvest Supreme air mattress or similar
• Recliner chairs:
Residents must purchase their own recliner chair should they require one for sole personal use.
ENTERTAINMENT (No additional charge is usually made for any form of entertainment). Service Users will be advised in advance of any chargeable entertainment and permitted choice to decide whether they wish to be included / excluded in any such event)
Visiting by relatives and friends is unrestricted.
(Full meals (as opposed to light snacks) for visitors are chargeable and must be pre-ordered in advance.)
For those without frequent visitors, the care staff are allocated extra time to spend with Service Users on a daily basis.
Service Users may bring with them items such as video recorders, DVD players, for their own personal use. A small library of books, DVD’s and Videos is available and service users may borrow these free of charge.
Seasonal events such as Christmas and Easter are celebrated, similar to how they would be elsewhere, with residents’ parties, performances by outside groups such as carol singers etc. Relatives and friends are invited to attend and join in whenever possible.
Birthday and Anniversary celebrations are also regular events, along with events such as barbeques in the summer months.
Service Users are also permitted to visit friends and family, whenever this is possible to arrange.
NEWSPAPERS (included in room rate - communal items) (not included in room rate – personal items)
The home provides a small number of daily newspapers for general reading. (The cost of personal newspapers and magazines is not included in the room charge). Sponsors (Relatives) may order newspapers or other publications from the local newsagent, for delivery at The Elms, by personally becoming responsible for billing and payment.
TELEPHONE
Some rooms have telephone points and can be connected on request. The cost of connection and supply of a handset are not included in the room charge. Ruling BT charges for connection will apply and the service user or their nominated representative should arrange for line rental and call costs to be billed directly, to them by their chosen service provider.
Due to the continuous upgrading of the telephone network, availability of features such as a broadband connection or potential to upgrade at a later date should be checked directly with BT, at the time of the initial inquiry and a personal discussion with the Care Provider Mr. Paul Bliss.
VALUABLES (on site storage for valuables is not provided – if / when this may become necessary a charge may become applicable)
Service Users are discouraged from bringing items of significant financial value, artifacts or documents to The Elms. Issues may arise with respect to insurance. Service Users must discuss the position with respect to any item they know or suspect to have significant financial value before bringing them to The Elms with the Registered Care Provider.
VISITING SERVICES
Hairdressing: – Weekly (not included in room rate)
Chiropody – Every six weeks (not included in room rate)
Dentist – By GP referral
Optician – By telephone request from Nurse in Charge
Physiotherapist – By GP referral
Doctor – By telephone request from Nurse in Charge
Note! Due to the local PCT the doctor will be a GP allocated by Wrington Practice for all Service Users. As such we are unable to comply with CSCI standard 8
Religion: (Any) – By telephone request from Nurse in Charge to place of Worship.
The name and address of the registered provider and the registered manager (1)
The qualifications and experience of the registered provider and registered manager (2)
REGISTERED PROVIDER
THE ELMS NURSING HOME (Responsible Individual – MR P T Bliss F.C.C.A)
109 BRINSEA ROAD
CONGRESBURY
NEAR BRISTOL
BS49 5JH
Tel: 01934 852553
Mr. P T Bliss has been the Responsible Individual since The Elms Nursing Home first opened its doors to provide Care with Nursing in 1992.
REGISTERED CARE MANAGER
Sue Haywood
C/O THE ELMS NURSING HOME
STAFFING
The Elms employs approximately 41 staff on a full and part time basis. All necessary training is provided in house and any external training is encouraged to enhance the quality of service provided.
Care Manager: Sue Haywood
9 Staff Nurses (All RGN’s)
20 Care Assistants
1 Head Chef / 1 Assistant Cook / 1 Kitchen Assistant
2 Laundry Assistants / 3 Domestics
1 Maintenance Technician / 1 Gardener / 1 Painter- Decorator
1 Activities Supervisor
All staff have undergone CRB checks and where appropriate POVA checks to confirm their suitability to work in a Care Home.
All nurses are registered on the Nursing and Midwifery Register.
The Care staff consists of a mix of experienced Care Assistants and younger Care Assistants. All new staff under-go an Induction programme, and a condition of employment is that they must work towards achieving a minimum Level 2 NVQ in Care.
All staff are selected based on their qualifications and experience, and the Company operates a total non-discrimination policy as required by UK employment legislation.
In the event of an emergency or unanticipated absence of a member of staff, necessary to maintain adequate staffing levels, Agency Nurses or Care Assistants may be employed on a temporary basis.
The criteria for any Agency Staff, is that they have the same level of qualifications and experience as Full-Time employees.
The organizational structure of the care home (4)
The Service Provider (responsible person) is responsible for all financial inputs and outputs of the Company and that the Company complies with all relevant aspects of UK Company Law, including operating within the legislation of the Care Standards Act 2000 and any subsequent legislation or amendments. The Service Provider will also be responsible to ensure the buildings fixtures; fittings and grounds also comply with any requirements imposed on the Company by its Insurers such that insurance cover is not compromised.
The Care Manager is directly responsible for identifying to the Service Provider or any Group Manager appointed by the Service Provider any recommendations relating to expenditure or change of practice, for the Service Users which he/she feels necessary, or has identified to meet Service Users needs or maintain and improve general standards, including staffing and training.
The Care Manager will have responsibility limited to identifying to the Maintenance Manager any aspects of maintenance required for the Health & Safety of Service Users, Staff and Visitors which he/she has identified or been made aware of via the complaints procedure.
Notwithstanding the above, the Care Managers primary role will be to ensure the Service Users Care and Medication and Social needs are met by nurses and care staff reporting directly to himself / herself.
The Maintenance manager will be responsible for identifying directly to the Service Provider any issues which cause him concern for ensuring the Health & Safety of all persons residing, working and visiting The Elms and ensuring all works carried out to remedy any issues meet any legislative or recommended standards. The maintenance manager will consult with the Care Manager on any aspects relating to Service Users specific needs.
The Service Provider will at his discretion appoint a Group Manager (non-resident) with specialist experience and skills to be responsible for the recruitment and training of Kitchen and Domestic Staff. The Care Managers responsibility for these persons will be limited to ensuring dietary needs of Service Users is met and to recommend any changes to practice to ensure the Rights of Choice, and the Health & Safety of Service Users, Staff and Visitors are being employed.
The age range and sex of the service users for whom it is intended that accommodation should be provided (5).
Whether nursing care is to be provided (7).
The Elms Nursing Home is registered with the Commission for Social Care Inspectorate as able to provide Care (including nursing care) for 37 persons of old age of either gender.
The range of needs that the care home is intended to meet (6)
The arrangements for Service Users to engage in Social Activities, hobbies and leisure interests (9)
The Elms Nursing Home is staffed and equipped to provide Service Users of all levels of physical disability or conditions usually associated with old age, who require assistance with activities of personal care and hygiene regularly throughout any day or night and / or who require drugs, dressings or other technical assistance administered by a qualified nurse on a similar
frequency. The Company recognizes the importance diet and nutrition play in maintaining the well being of Service Users and special dietary needs are accommodated.
The Company also recognizes the importance mental and physical stimulation can play in maintaining or improving a Service Users well-being and an Activities coordinator is employed for this specific purpose. Service Users are actively encouraged to follow hobbies and interests of their choice for these same purposes. Such hobbies and interests are not discouraged unless they infringe on the rights of other Service Users.
(The Elms Nursing Home is not permitted to admit potential Service Users who have been identified by Healthcare Professionals as requiring a different level of care from such establishments as an EMI home).
Any criteria used for admission to the care home, including the care home policy and procedures (if any) for emergency admission (8).
All persons applying for residency must fit the classification for which The Elms Nursing Home is registered with the Commission for Social Care Inspectorate.
All prospective applicants or their legal representatives will be provided with a copy of the Service Users Guide, which will include details of current fees and ‘Terms and Conditions’.
The Service User and / or their legal representative(s) must agree to the fees and ‘Terms and Conditions’ prior to being considered for admission, and permit the Service User to be subject to a Pre-Assessment by the ‘Care Manager’ or his / her representative and accept the decision made by the ‘Care Manager’ as to whether The Elms Nursing Home can provide the care and nursing support he / she has assessed the Service User to require.
The Service User and / or their legal representative(s) must also agree to an evaluation being made of the Service Users condition within 72 hours of the Service Users admission to check for any change in the Service Users condition which might alter the position as to whether The Elms Nursing Home could still support the required level of care.
The Service Users (care) plan will be prepared by the Care Manager or his / her representative based on aspects of the Pre-Assessment and Evaluation.
The Service User or their legal representative, upon supplying reasonable notice to the ‘Care Manager’ will be given the opportunity to review and, if so request, comment in the Service User (Care) Plan for the duration of the Service Users residency.
Emergency admissions will only be accepted after the ‘Care Manager’ has been provided with a written statement by a qualified doctor of the Service Users needs and the Care Manager’s assessment that The Elms Nursing Home can support those advised needs.
All emergency admissions will be subject to an Evaluation on arrival.
For continued residency the Service User or their legal representative must agree to the fees and ‘Terms and Conditions’ offered by The Elms Nursing Home, without dispute, within three (3) days of the admission date, and the Service User (Care) Plan prepared and / or approved by the Care Manager.
The arrangements made for consultation with service users about the operation of the care home (10).
Service Users at The Elms have a Service Users committee through which they can express their opinion on all aspects of the service provided by The Elms Nursing Home, and the Care Manager will review any recommendations with a positive attitude.
The Care Manager and Service Provider will make themselves available, upon reasonable notice, to discuss and attempt to resolve any personal issues raised by any Service User or their legal representative(s).
All Service Users are provided with a well-publicised and robust complaints procedure.
All Service Users and / or their legal representatives may upon reasonable notice to the Care Manager review the Companies policies and procedures.
The fire precautions and associated emergency procedures in the care home (11).
Note:
The Policy and Procedures for Fire Safety has been risk assessed by a qualified Fire Officer for compliance with the Fire safety (The Regulatory Reform (Fire Safety) Order 2005.
The following precautions and procedures have been devised to reflect the changes made by this act:
A fire alarm test will be carried out weekly at random.
Staff and all visitors are required to sign in / out of the building.
All Staff are required to par-take in regular Evacuation Simulations of Service Users. (Minimum 4 times a year).
The Care Manager undertakes a Fire Risk Assessment and additional Fire Risk Assessments when any changes in the home create an additional or changed level of risk.
The following ‘advice notice’ is displayed prominently at the visitors’ entrance to the building:
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FIRE SAFETY
ALL Visitors
• Always follow the ‘FIRE PROCEDURE’ for ALL visitors.
• On first arrival READ the ‘FIRE NOTICE’ in the room you are visiting and familiarize your-self with the fire escape routes. If in doubt – ASK a member of staff.
• The ‘FIRE ASSEMBLY POINT’ for everyone is the LAWN area on the left hand side by the entrance to The Elms and WLCH.
• Park thoughtfully so as not to impede the arrival of large emergency vehicles.
• If possible, during your visit, keep vehicle keys and any mobile phone on your person.
• At all times co-operate with instructions given by Fire Officers and trained members of staff.
• If you have any mobility or visual impairment likely to impede the progress of evacuation, stay with the person you are visiting, ensure the room door is fully closed and entry is not obstructed. Await assistance from a trained member of staff or a member of the Emergency Services.
• At all times WALK – DO NOT RUN
• Attempt to stay calm, to avoid acting irrationally.
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Details of the nearest fire exit and ‘break glass’ call point are prominently displayed throughout the building, along with the Fire Procedure for all visitors notice detailed below:
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FIRE PROCEDURE
ALL Visitors
On noticing signs of a fire:
1. Proceed to the nearest ‘Break Glass’ call alarm and break the glass to operate the Fire Alarm.
Upon hearing the Fire Alarm:
2. Immediately leave the building through the nearest ‘FIRE EXIT’.
3. Proceed to the ‘FIRE ASSEMBLY POINT’ without delay.
DO NOT
4. Use the passenger lift under any circumstances.
5. Attempt evacuation of any ‘Service User(s)’.
6. Leave the ‘FIRE ASSEMBLY POINT’ until you have been given permission from a Fire Officer.
Trained Staff have a procedure for the safe evacuation of Service Users
EVACUATION PROCEDURE FOR SERVICE USERS AND STAFF IN THE EVENT OF FIRE
The principles of the evacuation procedure for Service Users and Staff is as follows:
1. The Nurse in Charge will assume a management responsibility for contacting the Emergency Fire Service and directing staff actions.
2. The Nurse in Charge will continuously ‘risk assess’ any fire situation as it develops and decide when full-scale evacuation of Service Users and Staff shall begin.
3. In the first instance the principles of horizontal and vertical evacuation shall be employed.
On employment each member of Staff is provided with a personal guide of the procedure for evacuation of Service Users and Staff which also includes a number of contingencies (e.g. who takes charge in the event of death or injury to the Nurse in Charge.) and are subsequently assessed on their knowledge.
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FIRE PREVENTION
All Staff must actively contribute to Fire Prevention.
Not leaving electrical devices ‘turned on’ when not in use or unattended.
Refraining from Smoking where not permitted or where high risk is present.
Not ignoring usage and storage requirements for volatile COSHH substances
Failing to advise: about suspected faulty electrical equipment, loose wires etc
Leaving flammable materials close to a heat source
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The arrangements made for service users to attend religious services of their choice (12).
All Service Users are free to request attendance at a religious service of their choice outside of The Elms Nursing Home or request a visit from a cleric from any faith to visit them at the Home.
The C of E provides regular monthly Communion Services at The Elms Nursing Home and extra Services at significant times in the Christian calendar.
The arrangements made for contact between service users and their relatives, friends and representatives (13).
Visiting by relatives and friends is unrestricted, so a Service User can enjoy the company of their family and friends as best fits both their routines.
All rooms have telephone points and can be connected on request. The cost of connection and supply of a handset are not included in the room charge. Ruling BT charges for connection will apply and the service user or their nominated representative should arrange for line rental and call costs to be billed directly, to them by their chosen service provider.
A temporary restriction on the use of mobile telephones may be made if they are likely to cause malfunction of medical or other equipment.
The arrangements made for dealing with complaints (14).
The Elms regards all complaints seriously however trivial. We also regard them positively as an opportunity to learn and improve for the future. A ‘complaints pack’ is supplied so they or their representative are given the ability to complain privately and directly to the Registered Manager.
Staff responding to any verbal complaint either from a Service User, Relative or themselves must inform the person in charge and or the Care Manager as soon as possible.
A record is kept of all complaints made and includes details of investigation and any action taken. This record is kept in the Matrons Office. Following the complaints procedure detailed below will ensure all complaints are dealt with efficiently and effectively.
As well as being included in this Service Users Guide the following notice is displayed prominently and strategically around the building in large bold type, to ensure everyone is aware of and understands the process.
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THE ELMS NURSING HOME
Complaints Notice and Procedure
1. This home is committed to providing high-quality services and to constantly seek ways to improve that quality.
2. Your comments, compliments, suggestions or complains are always welcome at this home and we take pride in responding to them quickly, effectively and honestly.
3. All comments, compliments, suggestions or complaints should be made to the home manager. The home manager responsible for complaints and quality is Tonya Blackwell.
4. Complaints will be treated seriously and dealt with as soon as possible.
5. Verbal complaints will be responded to immediately. All complaints will be carefully considered and treated on an individual basis.
6. Written complaints will be responded to with an acknowledgement letter within two days. The home will then investigate the complaint and send the result within 28 days. If the matter is complex and cannot be resolved within 28 days, the complainant will be informed.
7. If the complaint cannot be satisfactorily resolved within the home, it will be referred on to the Care Quality Commission.
8. Service Users may complain directly to the Care Quality Commission.
Their contact details are:
Care Quality Commission
National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4WH
Telephone: 03000 616161
Email: enquiries@cqc.org.uk
9. We view complaints as an opportunity to identify anything that is going wrong in our organisation and to make it right. You can help us by
10. keeping a look out, because any suggestions for improvements are always welcome.
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The arrangements made for dealing with reviews of the service user's plan referred to in regulation 15(1) (15)
The Service Users (Care) Plan will initially be formulated from the Pre-assessment and Evaluation of the Service User on admission. The Service User or their legal representative will have the opportunity to review and add input to the initial ‘Plan’.
There will be provision within the ‘Plan’ for the Service User or their legal representative to sign and date the ‘Plan’ should they so wish.
Daily records of events and situations, which may require changes to the ‘Plan’, will be recorded on ‘Kardex’ system, by suitably qualified Nursing and Care Staff.
From the daily ‘Kardex’ records the Service User (Care) Plan will be updated during each calendar month with any significant information, and reviewed for trends in the Service Users physical and mental well-being. These will be noted in the ‘Plan’.
The Service User and / or their legal representative will on application and reasonable notice to the Care Manager be permitted to review and request changes to the Service User (Care) Plan.
Any significant changes to the ‘Plan’ requested by the Service User or their legal representative must be counter-signed and dated by the person(s) making the request.
All other access to the Service User (Care) Plan will be restricted to employed Care Staff, and other visiting Healthcare professionals in the performance of their role to protect the well-being of the Service User.
The number and size of rooms in the care home (16).
The premises provide 24 single rooms for private accommodation and 4 shared rooms (2 sharing) of accommodation for Service Users spread over 2 floors. Being a large farmhouse residence, the size of accommodation for each Service User, including shared rooms far exceeds the minimum requirement for floor space as laid down by National Minimum Standards for Care Home accommodation.
The ground and first floor may be accessed by either stairs or a passenger lift. A number of rooms include en-suite facilities and where these are not included shared bathroom and toilet facilities are available on all floors.
Communal rooms to which Service Users have access on the ground floor include a large and a small lounge and a dining room in our conservatory area, which can double as a third lounge outside of mealtimes.
Rooms to which Service Users do not have access for reasons of Health and Safety are kitchen, laundry and adjacent utility room, medical store / treatment room, and office situated on the ground floor.
All aspects of the accommodation complies with National Minimum Standards in respect of the relevant standards within 20,1 :20,4: 21.3: 21,4: 22,2: 22,5: 23,3: 23,10.
Details of any specific therapeutic techniques used in the care home and arrangements made for their supervision (17).
Medical therapy (e.g. physiotherapy) will only be practised in the Home by a registered practitioner as recommended and approved by the Service Users G.P.
The procedure for therapeutic activities organised by the Activities Supervisor is as follows:
The Activities Supervisor on every occasion before commencing any activities with any Service User consults with the Care Manager or Nurse in Charge about the suitability of any activity he / she plans with regard to each Service User.
The Activities Supervisor is required to record the name and response of each Service User to an activity, and this information is kept on record.
The arrangements made for respecting the privacy and dignity of service users (18).
PHILOSOPHY OF CARE
The Elms Nursing Home aims to provide service users with a secure, relaxed and homely environment in which their care, well being and comfort is of prime importance.
Carers will strive to preserve and maintain the dignity, individuality and privacy of all service users within a warm and caring atmosphere, and in doing so will be sensitive to the service user's ever changing needs. Such needs may be medical/therapeutic, cultural, psychological, spiritual, emotional and social, and service users are encouraged to participate in the developments of their individual care plans in which the involvement of the family and friends may be appropriate and greatly valued.
This will be achieved through programmes of activities designed to encourage mental alertness, self-esteem, and social interaction with other service users and with recognition of the following core values of care, which are fundamental to the philosophy of our home.
CORE VALUES OF CARE
Privacy Dignity Rights
Independence Choice Fulfilment
Security Respect Equality
All staff within the home will be appropriately qualified 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 initiatives and developments in care practices as may be laid down in appropriate legislation, and registration authority guidelines.
SERVICE USER'S RIGHTS
The rights of all of our service users 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.
It provides useful information on the services we provide Included or excluded from your room charge. Information on where the most frequently requested extra services may be obtained and who normally provides them.
Also included are sample documents of the Complaints Procedure, the Terms and Conditions and the Agreement you signed and agreed (or was signed on your behalf by your representative) when you joined our caring community.
Please keep this Guide safe in your room, where you can easily find it, as you may need to refer to it in the future.
IF YOU HAVE ANY DIFFICULTY READING OR UNDERSTANDING THIS GUIDE, PLEASE ASK FOR ASSISTANCE.
On request this Guide can be supplied in alternative print formats e.g. LARGE PRINT, alternative fonts (letter shapes and spacing), text colour, in a required language or Audio CD.
The Care Manager will attempt to explain any terminology with which you are not familiar.
THE CARE MANAGER
Ms Tonya Victoria Lynette Blackwell - RGN
A dedicated nurse and qualified manager with experience in Private, Primary and Secondary nursing.
Both in her professional and private life she champions improvements in the
‘Care Sector’ for the elderly: and the continuing further education of all staff working in the provision of Care.
The Care Manager is your ‘first stop’ source of any further information regarding your care in The Elms Nursing Home, which is beyond the scope of this Guide.
The Elms Nursing Home is an established care home, and part of a group of homes owned by Mr. Paul Bliss, around the locality. Established in 1989 we have acquired an enviable reputation in the local area. We offer the personal service you would expect from a five star care environment. Our objective has always been that we care for our service users, as we would like our own family members to be cared for. In achieving this we create a warm and homely atmosphere where nothing is too much trouble. The Proprietor is contactable by staff at all times to ensure that every need is catered for. The Matron is fully qualified R.G.N, who will discuss with all parties involved the continuing care needs of the service user to ensure all aspects of care are met. Many of our care staff has worked at The Elms for a number of years ensuring that there is always continuity in the care provided, and individual staff are aware of each resident’s requirements.
24 Hours Nursing Care is provided under the personal supervision of the Matron. There is a dedicated team of Registered General Nurses and Health Care Assistants to provide very high standards of care and comfort for our elderly and convalescent residents. The Elms is registered to provide care for 37 service users and currently employs a staff of approximately 41 full and part-time employees.
The Elms is situated in Congresbury, a small North Somerset village 10 miles from central Bristol with views over countryside and local villages. It is a very spacious farmhouse building, which has been professionally converted and extended into a 37 bed Nursing Home. The Elms is set in its own grounds and garden.
SERVICES
ROOM SERVICE
Room service is available throughout 24 Hrs every day.
Staff will provide a full range of refreshments throughout the day for all residents. Please contact a member of staff to express your requirements.
A light refreshment of tea / coffee and biscuits may be offered by Staff, or can be requested for visitors by the Service User.
Please note! Access to the kitchen is restricted to Trained Staff, Residents and visitors are excluded from entry to the kitchen for reasons of Health & Safety.
MAINTENANCE: (IMPORTANT! SEE APPENDIX 1)
Should you require any maintenance in your room, we have a group maintenance team who will be happy to oblige as soon as possible. This may include things such as hanging pictures, moving furniture, changing light bulbs, or any adjustments to your room to make you more comfortable.
Routine maintenance will be reported by members of staff and will be dealt with in the course of their normal duties.
TELEVISION
All rooms are provided with televisions, but residents may supply their own, providing they meet the necessary regulatory standard.
NEWSPAPERS
The home provides a small number of daily newspapers for general reading. (The cost of personal newspapers and magazines is not included in the room charge). Sponsors (Relatives) may order newspapers or other publications from the local newsagent, for delivery at The Elms, by personally becoming responsible for billing and payment. For details of local newsagent, see in ‘Local Services’ section of this guide.
LAUNDRY
All linen and towels are provided by the home. Please request more pillows or blankets if required. If you wish to provide your own linen please ensure that they are suitably marked.
Personal laundry will be collected on a daily basis and returned the following day. Some families prefer to take delicate items of clothing home to be washed, in which case Care home staff should be notified when items are removed and returned.
All personal laundry should be appropriately labeled by the Sponsor (Relative) before admission. The Elms cannot be held responsible for missing items should they not be marked properly.
SPECIAL AIDS
Trained nurses will assess all new residents as to whether they require items such as Zimmer frames, raised toilet seats, toilet frames and wheelchairs.
Note on Wheelchairs
These may be available free through a ‘Motability’ scheme, but the decision will require input from Service User, Sponsor (Relative), Care Manager and GP, before a decision can be made.
Should you require specialist equipment, there may be a charge.
Chargeable items are as follows (unless free nursing contribution is provided by the Local PCT):
• Roho Cushion
• Roho Mattress
• Harvest Supreme air mattress or similar
• Recliner chairs:
Residents may purchase their own recliner chair should they want one. They range from approximately £600 to £1500 for a dual motor and come in various shapes and sizes.
TELEPHONE
Some rooms have telephone points and can be connected on request. The cost of connection and supply of a handset are not included in the room charge. Ruling BT charges for connection will apply and the service user or their nominated representative should arrange for line rental and call costs to be billed directly, to them by their chosen service provider.
Due to the continuous upgrading of the telephone network, availability of features such as a broadband connection or potential to upgrade at a later date should be checked directly with BT, at the time of the initial inquiry and a personal discussion with the Care Provider Mr. Paul Bliss.
VALUABLES
Service Users are discouraged from bringing items of significant financial value, artifacts or documents to The Elms. Issues may arise with respect to insurance. Please discuss the position with respect to any item you know or suspect to have significant financial value before bringing them to The Elms with the Care Provider Mr. Paul Bliss.
Staff are not permitted to remove items from The Elms for any Service User or Sponsor for reasons of Storage or ‘Safe Keeping’.
FIRE ALARM & PROCEDURE
A fire alarm test will be carried out weekly at random.
Details of the nearest fire exit are prominently displayed in every private room and strategically elsewhere throughout the building, along with the Fire Procedure.
ENTERTAINMENT
Visiting by relatives and friends is unrestricted, so a Service User can enjoy the company of their family and friends as best fit both their routines. For those without frequent visitors, the care staff are allocated extra time to spend with Service Users on a daily basis.
Service Users may bring with them items such as video recorders, DVD players, for their own personal use. A small library of books, DVD’s and Videos is available in the main lounge and service users may borrow these free of charge.
Seasonal events such as Christmas and Easter are celebrated, similar to how they would be elsewhere, with residents’ parties, performances by outside groups such as carol singers etc. Relatives and friends are invited to attend and join in whenever possible.
Birthday and Anniversary celebrations are also regular events, along with events such as barbeques in the summer months.
Few days pass at The Elms without something special or different, in which Service Users can look forward to participating, if they so wish.
Service Users are also permitted to visit friends and family, whenever this is possible to arrange.
VISITING SERVICES
Hairdressing: – Weekly – Tuesday morning.
Chiropody – Every six weeks
Dentist – By GP referral
Optician – By telephone request from Nurse in Charge
Physiotherapist – By GP referral
Doctor – By telephone request from Nurse in Charge
Note! Due to the local PCT the doctor will be a GP from Wrington Practice for all Service Users. As such we are unable to comply with CSCI standard 8
Religion: (Any) – By telephone request from Nurse in Charge to place of Worship.
COMPLAINTS
The Elms regards all complaints seriously however trivial. We also regard them positively as an opportunity to learn and improve for the future. A ‘complaints pack’ can be supplied so they or their representative are given the ability to complain privately and directly to the Registered Manager.
Staff responding to any verbal complaint either from a Service User, Relative or themselves must inform the person in charge and or the Care Manager as soon as possible.
A record is kept of all complaints made and includes details of investigation and any action taken. This record is kept in the Matrons Office. Following the complaints procedure detailed below will ensure all complaints are dealt with efficiently and effectively.
As well as being included in this Service Users Guide the following notice is displayed prominently and strategically around the building in large bold type, to ensure everyone is aware of and understands the process.
THE ELMS NURSING HOME
Complaints Notice and Procedure
1. This home is committed to providing high-quality services and to constantly seek ways to improve that quality.
2. Your comments, compliments, suggestions or complains are always welcome at this home and we take pride in responding to them quickly, effectively and honestly.
3. All comments, compliments, suggestions or complaints should be made to the home manager. The home manager responsible for complaints and quality is Tonya Blackwell.
4. Complaints will be treated seriously and dealt with as soon as possible.
5. Verbal complaints will be responded to immediately. All complaints will be carefully considered and treated on an individual basis.
6. Written complaints will be responded to with an acknowledgement letter within two days. The home will then investigate the complaint and send the result within 28 days. If the matter is complex and cannot be resolved within 28 days, the complainant will be informed.
7. If the complaint cannot be satisfactorily resolved within the home, it will be referred on to the Commission for Social Care Inspection.
8. Service Users may complain directly to the Commission for Social Care Inspection.
Their contact details are: Mrs Patricia Hellier
North Somerset CSCI
Colston 33
33, Colston Avenue
BRISTOL
BS1 4UA
Telephone 0117 930 7110
Fax 0117 930 7112
9. We view complaints as an opportunity to identify anything that is going wrong in our organisation and to make it right. You can help us by keeping a look out, because any suggestions for improvements are always welcome.
CSCI – INSPECTION REPORT
Who are the CSCI?
The Commission for Social Care Inspection (CSCI) regulates, inspects & reports on Adult Social Care Services in England.
They inspect Care Homes e.g. The Elms Nursing Home at least every year.
They inspect various aspects of how well the home is being run and caring for its residents, as well as ensuring the home meets or exceeds minimum regulation standards.
Seven criteria are used in the inspection process, and the outcomes are graded as Excellent, Good, Adequate or Poor.
The Elms Nursing Home underwent its last inspection on 17th December 2007.
A summary of the results achieved by The Elms are as follows:
The Criteria are:
Choice of Home Good
Health & Personal Care Adequate
Daily Life Adequate
Complaints and Protection Good
Environment Adequate
Staffing Adequate
Management & Administration Adequate
A printed version of the full report is available for public scrutiny, at The Elms (If you wish to see the full document, please ask a member of staff).
Also available on CD as a .pdf document supplied by The Elms or
Viewable on the CSCI website (www.csci.org.uk)
QUALITY ASSURANCE
The Elms (as with other homes) are required under the CSCI regulation 26 to perform and internal audit on a monthly basis performed by the Registered Care Provider, another Executive or a qualified employee not directly responsible for the Care Management at The Elms.
The Auditor must satisfy himself by way of checks on records, interviews with Service Users, Sponsors and staff that the home is being well run.
From the audit the Auditor is required to produce a written report, which includes details of complaints and their resolutions and submit this report to the CSCI, Registered Provider, other executives and the Care Manager.
At The Elms we have a robust complaints procedure, Service Users and Sponsors are actively encouraged to make recommendations for change or improvement by way of a Residents / Sponsors Committee. The Care Manager also has additional support by way of regular contact with other Care Managers in the Group, for discussion and suggestions and an element of healthy competition exists between them to be innovative in providing the best levels of Care.
Combined all of the above provide a practical and pro-active approach to Quality Assurance.
FEES
The ruling Room Charge for any Accommodation on offer, as set by the Service Provider, will be advised to the Service User and / or their legal representative at the date of enquiry, by the Registered Care Manager.
If a resident requires nursing care, an assessment will be provided by the Local Primary Care Trust (PCT). They will determine the level of care required to be given by a trained nurse on a regular basis. This is called the "Registered Nursing Care Contribution" (RNCC). This will be paid by the PCT at no extra cost to the resident or family.
RNCC Single Band Rate (from Oct 2007): £101.00
Sundry Items not included in the room charge are:
Telephone, Newspapers, Hairdressing, Chiropody, Dry Cleaning, Dentistry,
Optical Treatment and Spectacles, Specialist Equipment, or the use of Private Ambulances or Taxis for transit to Hospital or treatment Centres.
All accounts are payable 4 weeks in advance. A copy of our terms and conditions should be agreed and signed prior to admission.
STATEMENT OF TERMS AND CONDITIONS
Residents are accepted on the following terms and conditions. Prior to taking up residence, the client shall accept these terms or his/her representative by signing these terms and conditions. It is our sincerest intention to provide a comfortable and homely environment suited to each individual's requirements. We will undertake to consult with residents and or their representative to ensure their interest in all matters pertaining to their well-being.
Resident's shall initially be accommodated on a trial basis of four weeks. If at, or before the expiry of the trial period, the resident or the home should decide that permanent residence would not be satisfactory, for whatever reason, residence shall terminate on notice in writing from either side, and the resident shall vacate the home at an agreed time.
The fees for room………….currently payable are £…………………….per week, (in words)
payable every four weeks in advance by cheque, standing order or cash.
Fees include the cost of residential care and accommodation. The nursing element of the fee is charged to the Primary Care Trust and will depend on the level of dependency. This amount will be shown on your account leaving a net figure as quoted.
The fee quoted covers accommodation, food, light and heat.
Fees do not cover personal laundry, newspapers, telephone calls, hairdressing, chiropody, dry cleaning, dentistry, optical treatment, or specialist equipment.
Fees for less than one week will be calculated at a daily rate of 1/7 th of the weekly fee. Each part of the day will be calculated as a whole day.
Fees are generally reviewed annually. However, changing legislation can have a considerable impact on costs, which must invariably be reflected in fees. In such instances there may need to be an interim review. The home reserves the right to increase fees if running costs justifies it.
Four weeks notice in writing will be given of any change of fees.
The resident or their representative who signs this agreement assumes personal joint and several responsibility and liability to pay all fees, sundry charges, extras, etc as may be claimed under this agreement on demand.
In the event of non-payment of fees, the resident may, upon written notice, be asked to vacate the home unless full payment is received within 7 days. Any outstanding fees will then be reclaimed through legal proceedings.
Four weeks' notice or payment in lieu will be required should a resident decide to leave the home, except when the departure results from the death or sudden illness of the client, in which case no notice will be required. Rooms will be charged up until and including the day the room is cleared of personal effects.
Individual staff are forbidden to accept gratuities. Donations to staff and residents comfort funds may however be paid to the home which holds accounts on their behalf.
PERSONAL POSSESIONS
Personal possessions are encouraged and all possessions will remain the property of the resident. However, items of significant value should not be brought into the home. The proprietors can accept no responsibility for loss or damage to personal items.
FURNISHINGS AND FURNITURE: (IMPORTANT! SEE APPENDIX 1)
Residents are encouraged to bring items of their own furniture and furnishings, in order to personalize their rooms. All items brought into the home must comply with fire resistance requirements as laid down by the Furniture and Furnishings (Fire Safety) Regulations 1988. Furniture made before 1950 is exempt from these regulations. The home will refuse to allow furniture to be brought into the home if it is suspected that there may be a fire risk.
ELECTRICAL APPLIANCES: (IMPORTANT! SEE APPENDIX 1)
Electrical appliances are subject to testing to ensure safety and the home will not allow unsafe appliances to be used in the home. The resident will be given the opportunity to have equipment repaired or replaced to bring it to the required standard
INSURANCE
The home is properly insured by Ecclesiastical Insurance Group. Personal property is insured up to £1000.00 per resident. Personal property that is not covered by the homes policy will require separate cover.
SMOKING AND FIRE REGULATIONS
No Smoking is permitted in the buildings of The Elms.
Visitors must sign ‘in’ and ‘out’ the visitor’s book on arrival and departure and familiarize themselves with the fire exits and drills. Lifts must not be used in the event of a fire or emergency.
VISITING
There are no restriction on visiting times, Visitors, including children and well behaved pets are more than welcome at any time. If a meal is required by a visitor, this can be provided for a nominal charge. Beverages are provided free of charge.
MEDICATION
All residents’ medication will be supervised and administered by the home unless resident wishes to self medicate. Under self-medication, residents must store all medication in a locked container, which is secured to a fixed point as supplied by the home.
HOSPITAL APPOINTMENTS
Your relative may be required to attend a hospital appointment. If they are able to travel by car, we would be grateful if a member of the family could take them. If they travel by ambulance, we hope you would be able to either accompany them or meet them at the hospital. If a member of staff is required as an escort for your relative then a charge will be made from the home.
MEDICAL REPORT
The Elms does require a Doctors report, with the full medical history of the resident up to the time of admission.
INVENTORY
An inventory will be made on admission to The Elms of all personal effects of the resident. If anything is added or removed from the Elms, Matron must be notified so that the inventory can be updated.
Date ___________________
Signed by or on behalf of resident ______________________________
SAMPLE AGREEMENT
STATEMENT OF PURPOSE
REGISTERED PROVIDER
THE ELMS NURSING HOME (Responsible Individual - MR P T BLISS F.C.C.A).
109 BRINSEA ROAD
CONGRESBURY
NEAR BRISTOL
BS49 5JH
Tel: 01934 852553
REGISTERED CARE MANAGER
Ms Tonya Blackwell, RGN
c/o THE ELMS NURSING HOME
109 BRINSEA ROAD
CONGRESBURY
NEAR BRISTOL
BS49 5JH
STAFFING
The Elms employs approximately 41 staff on a full and part time basis. All necessary training is provided in house and any external training is encouraged to enhance the quality of service provided.
Care Manager: Ms Tonya Blackwell, RGN
9 Staff Nurses (All RGN’s)
20 Care Assistants
1 Head Chef / 1 Assistant Cook / 1 Kitchen Assistant
2 Laundry Assistants / 3 Domestics
1 Maintenance Technician / 1 Gardener / 1 Painter- Decorator
1 Activities Supervisor
AIMS AND OBJECTIVES
It is the objective of The Elms Nursing Home to provide care to all service users to a standard of excellence which embraces fundamental principles of good care practice, and that this may be witnessed and evaluated through practice, conduct and control of quality care in the home. It is a fundamental ethos that those service users who live in the home should be able to do so in accordance with the homes Statement of Values.
It is the objective of the home that all service users shall live in a clean and safe environment and be treated with respect and sensitivity to their individual needs and abilities. Staff will be responsive to the individual needs of service users and will provide the appropriate degree of car to assure the highest possible quality of life within the home.
To meet the client's needs the care service within the home is designed to achieve the following objectives:
• To deliver a service of the highest quality that will improve and sustain the service users overall quality of life. In this respect the care service is designed to meet the requirements of a recognized accredited quality standard, but in a people oriented fashion.
• To ensure that the care service is delivered is flexibility, attentively, and in a non-discriminatory fashion while respecting each service user's right to independence, privacy, dignity, fulfillment, and the rights to make informed choices and to take risks.
• To ensure that each service user's needs and values are respected in matters of religion, culture, race or ethnic origin, sexuality and sexual orientation, political affiliation, marital status, parenthood and disabilities or impairments.
• To ensure that the care service in the whole is delivered in accordance with agreed contracts of care.
• To manage and implement a formal programme of staff planning, selection, recruitment, training and personal development to enable service user care needs to be met.
• To manage the care service efficiently and effectively to make the best use of resources and to maximize value for money for the service user.
• To ensure all service users receive written information on the home's procedure for handling complaints, comments and compliments and how to use it.
PHILOSOPHY OF CARE
The Elms Nursing Home aims to provide service users with a secure, relaxed and homely environment in which their care, well being and comfort is of prime importance.
Carers will strive to preserve and maintain the dignity, individuality and privacy of all service users within a warm and caring atmosphere, and in doing so will be sensitive to the service user's ever changing needs. Such needs may be medical/therapeutic, cultural, psychological, spiritual, emotional and social, and service users are encouraged to participate in the developments of their individual care plans in which the involvement of the family and friends may be appropriate and greatly valued.
This will be achieved through programmes of activities designed to encourage mental alertness, self-esteem, social interaction with other service users and with recognition of the following core values of care, which are fundamental to the philosophy of our home.
CORE VALUES OF CARE
Privacy Dignity Rights
Independence Choice Fulfillment
Security Respect Equality
All staff within the home will be appropriately qualified 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 initiatives and developments in care practices as may be laid down in appropriate legislation, and registration authority guidelines.
SERVICE USER'S RIGHTS
The rights of all of our service users 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.
PRIVACY AND DIGNITY
We recognise the changes service users face when moving into a home, to minimise the impact of those changes we will promote the philosophy of a "family atmosphere". We will endeavor to retain as much privacy and dignity as possible by:
Helping service users to personalize and equip their rooms as they wish.
To give service users the opportunity to have privacy when receiving guests, making telephone calls or opening and reading mail.
Securing all service users' records and information and respecting the confidentiality of those records.
Treating each service user as an individual and a respected member of the "family unit": Assisting service users to maintain their dignity through their personal appearance and behaviour
Promoting activities that encourage service users to express themselves as individuals:
Helping service users to overcome any shortcomings they may experience through age or disability.
FREEDOM OF CHOICE
We recognise that every service user should have the opportunity to choose a home, which will meet their needs and can offer the care they require. They should be given the opportunity to exercise their right of choice in all aspects of daily living.
To facilitate that choice we will:
Provide comprehensive information on the home and the quality of services and care available.
Provide each service user with a contract or a statement of terms of conditions of residency.
Carry out a needs assessment on each service user prior to admission if possible.
Demonstrate to each service user that we can meet their assessed needs.
Offer the opportunity for prospective service users to assess the home by way of a trial period.
Provide a range of meals to choose from and allow them to decide where and when they wish to consume the food of their choice.
Continually offer a wide range of social and leisure activities.
Avoid strict routines and maintain maximum flexibility in the daily life in the home
INDEPENDENCE
We recognise the importance for all service users to retain their independence and the problems that group living can cause. We will encourage service users to act and think as an individual by:
Maximizing the opportunities for service users self care.
Encourage service users to retain financial independence.
Helping service users to take reasonable and fully assess the risks.
Ensuring service users maintain the links with contacts outside the home.
To give all service users the opportunity to contribute to the records of their own care and to express their views on the care.
SERVICE USERS DIRECTORY
NATIONAL ORGANISATIONS
Local Authorities
Arrange needs and funding assessments as well as fund some people’s care: www.directgov.uk
Primary Care Trusts
Assess your needs and pay registered nursing and continuing care contributions.
0845 4647 www.nhsdirect.nhs.uk
Commission for Social Care Inspection
Lists and inspects all homes and handles complaints.
0191 233 3323 www.csci.org.uk
Pension Service
0845 606 0265 www.thepensionservice.gov.uk
INDEPENDENT ADVICE
Age Concern (in England) 0800 009966 www.ageconcern.org.uk
Citizens Advice www.citizensadvice.org.uk
Counsel & Care
0845 300 7585 www.councelandcare.org.uk
Elderly Accommodation Counsel
020 7820 1343 www.eac.org.uk
Help the Aged
0808 800 6565 www.helptheaged.org.uk
0500 767476 (Fee advice line)
Relatives & Residents Association
020 7359 8136 www.relres.org.uk
Care Home Lists
Housing Care
020 78201343 www.housingcare.org
Better Caring
0845 644 1701 www.bettercaring.co.uk
Any Care 0800 137 669 www.any-care.co.uk
LOCAL DIRECTORY
Newsagents
Helens news, Congresbury
Doctors Surgery
Wrington Practice, Station Road Tel: 01934 862532
Opticians
Bell & Stenton Ltd, 82, High Street, Yatton 01934 838818
Religious Organisations
C of E Reverend Cathy Horler
NOTES
This page is provided so that you can add notes or reminders such as telephone no’s or addresses to which you might frequently wish to refer.
APPENDIX 1
The room provided for every Service User has been laid out to optimize the Health & Safety of the Service User, Staff & Visitors.
Important!
When bringing items of furniture to customize the Service Users living space:
• DO NOT rearrange or attempt to rearrange ANY furniture without FIRST consulting the Care Manager or Safety Officer.
Note:
Some existing items of semi-fitted furniture conceal electrical cables used to control alarms and other essential equipment. Attempting to move these items may damage the circuits and cause them to become unsafe.
All personal items of furniture and electrical goods will be inspected by our Safety Officer and Maintenance team to ensure they comply with the relevant safety standards. Any item, which does not comply, must be removed from the building, in order to comply with the Health & Safety at Work Act and/or the Terms and Conditions of the Building & Contents Insurance Policy.
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