Terms & Conditions

Charges Statement of Purpose Service User Guide

Care charges for Chiltern View: 1 April 2009 - 31 March 2010
Room	Per Day	Per Week	Per Month
Single room	£135.00	£945.00	£4106.25

STATEMENT OF PURPOSE

Opened in 1991, Brendoncare Chiltern View is a purpose built nursing home offering care to both male and female people over 65 years of age - suffering from mental disorders and various forms of dementia.

Its facilities and services include the following:

2 self-contained Mental Health Units:

The East wing has 13 single and 1 double bedroom
The West wing has 13 single, 1 en-suite and 1 double bedroom
Each unit has a pleasant lounge together with communal bathing and toilet facilities.

There is a pleasant communal dining room and activity area serving all residents.
Access to a secure garden provides freedom of movement.

Other amenities: -

Each unit has a Spa therapy bath in the main bathroom
1 sit-in shower room
A multi-sensory room
Hairdressing salon
Chiropody
In house laundry
Part time activities organiser
Weekly Doctors' visit
Monthly visit by a psycho-geriatrician
Monthly visiting entertainer

Registered Provider

The Registered Provider is The Brendoncare Foundation.

The Responsible Person is Mr Ronald A Staker AHSM, Chief Executive:

Mr R A Staker
The Brendoncare Foundation
The Old Malthouse
Victoria Road
Winchester
Hampshire
SO23 7DU

Telephone: 01962 852133
Facsimile: 01962 851506
E-mail: enquiries@brendoncare.org.uk
Website: www.brendoncare.org.uk

The Brendoncare Foundation is a registered charity (no. 326508), constituted as a company limited by guarantee (no. 1791733). The Foundation was established in 1984 to provide high quality services to meet the changing and individual needs of frail older people. It currently operates ten homes for physically and mentally frail older people across the South of England.

The Foundation achieved the 'Investors in People' award in 1999, and was re-accredited in 2002. Investors in People is a government approved quality award indicating that staff are valued and have the appropriate training and involvement to meet the purpose of the organisation, and the care needs of service users.

Registered Manager

The Registered Manager is Mike Tullett who has overall responsibility for Brendoncare Chiltern View.

Registered Manager's contact details: -
Brendoncare Chiltern View
St John's Drive
Stone
Aylesbury
HP17 8PP

Telephone: 01296 747463
Facsimile: 01296 747138
E-mail: chilternview@brendoncare.org.uk
Website: www.brendoncare.org.uk

Staffing and Organisational Structure

There are two Unit Managers. Ann Lee RMN RN is the West Wing unit manager who assists the Home Manager in the clinical management of Chiltern View; both have knowledge, skills and experience in care for older people suffering from dementia. Qualified general and psychiatric nurses support the Registered and unit Managers - experienced care staff, some of whom have either NVQ 2/3 in Care, or are studying towards these qualifications are a valuable part of the Chiltern View home team.

Russell Cade, a qualified chef, manages the Catering department meals and snacks are available 24 hours per day.

The Administrator is responsible for the financial affairs of the home, and Line manager for ancillary staff including catering, housekeeping, laundry and other support services.

The Home employs approximately 40 staff in total.

Aims and Objectives

To enable service users to be part of the community of the Home and the wider local community.
To encourage and support the involvement in the Home of the relatives, friends and representatives of service users.
To create an environment in which, as far as possible, service users can live in the style of their choosing despite failing health, functional impairment and compromised independence.
To enable a dying person to live each day to the full and to provide care towards a peaceful death, with personal wishes met wherever possible.
To provide a resource and teaching centre for the care of older people.

Admission Policy

Places in a Brendoncare Home are offered on the basis of social care and medical needs only.
No service user will be accepted for admission until their needs have been assessed and they have been assured these can be met by the home.
A place will only be offered following the completion of a care management needs assessment and a care plan has been produced and agreed with the service user or their representative when possible.
Service users will be offered the opportunity to visit the home before admission.
The first month of admission will be regarded as a trial period and notice to leave will be restricted to 7 days on either side.
Emergency admissions will be avoided whenever possible but in such an event the Home will provide the service user with details of the service available within 48 hours of admission, and a statement of terms and conditions, a full assessment and agreed care plan within 5 working days.

Service Users' Rights

The rights of service users are at the forefront of Brendoncare's philosophy of care. We seek to advance these rights in all aspects of the Home and the services we provide, and to encourage our service users to exercise their rights in full by:

Involving service users and their representatives in their care planning, both prior to admission and throughout their stay, providing access to their care records, and consulting with them at each review of the care plan.
Encouraging them to attend and contribute to service user meetings.
Ensuring that service users have the opportunity to vote in elections and to brief themselves fully on the democratic options.
Assisting service users to preserve full and equal access to all elements of the National Health Service, and claim all appropriate welfare benefits.
Encouraging them to register with a general practitioner of their own choice, provided that the doctor is prepared to visit as required.
Assisting service users to access public services such as libraries, further education and lifelong learning.
Facilitating service users in contributing to society through volunteering, helping each other and taking on roles involving responsibility within and beyond the Home where possible.
Allowing service users to entertain visitors at all reasonable times of day, provided that other service users are not disturbed.
Responding to the cultural, dietary and spiritual needs of each service user, including death and bereavement services. Multi-denominational Christian services are held at the home each week, and the home is happy to arrange with local religious communities for other faiths to be catered for.

Privacy

We recognise that living in a communal setting, and the need to accept help with personal care, are inherently invasive of a person's right to be alone and undisturbed. We, therefore, strive to retain as much privacy as possible by:

Providing intimate assistance as discreetly as possible.
Acknowledging service users' wishes to furnish and equip their rooms in their own style.
Offering a range of locations around the Home for service users to be alone or with selected others.
Respecting service users' privacy when using the telephone, opening and reading post and communicating with friends, relatives, representatives or advisors.
Ensuring the confidentiality of service users' information held by the Home.

Dignity

Disabilities can quickly undermine dignity, so we strive to preserve respect for our service users' intrinsic value by:

Treating each service user as a special and valued individual, including respecting their wishes regarding the form of address used by staff.
Helping service users to present themselves to others as they would wish, through their own clothing and personal appearance.
Facilitating a range of group and personalised leisure activities, supported by an activities co-ordinator, which enable service users to express themselves as unique individuals.
Assisting service users with their communication, physical functioning, mobility or appearance, in order to compensate for the effects of disability.
Providing assistance as tactfully as possible.
Encouraging service users to remain as independent as possible.
Assisting service users to analyse the risks of daily living, and supporting their resulting decisions.
Refraining from any form of restraint on service users except when it is essential for their own safety or the safety of others with the agreement of their representative.

Environment

The physical environment of the Home is designed for service users' convenience, comfort and safety. In particular, we will:

Maintain the buildings and grounds in a safe condition.
Make detailed arrangements for the communal areas of the Home to be safe and comfortable.
Supply toilet, washing and bathing facilities suitable for the service users for whom we care.
Arrange for specialist equipment to be available to maximise service users' independence.
Provide an environment that meets the National Minimum Standards.
Provide service users with safe, comfortable bedrooms, with their own possessions around them.
Ensure that (wherever possible) the premises are kept clean, hygienic and free from unpleasant odours.
Ensure that the home complies with the Fire Precautions Act 1971 and the Fire Precautions (Workplace) Regulations 1999. The home maintains a current Fire Risk Assessment that has been approved by the local Fire Safety Officer, and provides regular fire emergency training and practice for all staff. Approved contractors regularly maintain all fire systems.

Staffing

Staff play a very important role in service users' welfare. Therefore, we will do the following:

Engage a Registered Manager who is qualified, competent and experienced for the task.
Aim for a management approach that creates an open, positive and inclusive atmosphere.
Operate effective quality assurance and audit systems.
Employ staff in sufficient numbers and with the relevant mix of skills and qualifications to meet service users' needs.
Adhere to recruitment policies and practices that both respect equal opportunities and protect service users' safety and welfare.
Offer our staff a range of training that is relevant to their induction, foundation skills, experience and future development needs.
Supervise and monitor appropriately all staff and voluntary workers.

Complaints and protection

Despite everything that we do to provide a secure and happy environment, we know that service users may become dissatisfied from time to time and may even suffer abuse inside or outside the home. To tackle such problems we will do the following:

Provide and operate a simple, clear and easily accessible complaints procedure.
Take all necessary action to protect service users' legal rights.
Protect service users from abuse and from potential abusers.

Review of this document

This document will be reviewed regularly. We welcome comments from service users, their representatives and others.

SERVICE USER GUIDE

This Guide has been compiled for your information and help in choosing the most appropriate home for your relative, and to help when settling in.

You will already have been offered a visit to view for yourself our facilities and discuss the services we provide.

The Centre Manager will be delighted to make a mutually convenient appointment, however we are open seven days a week, and you are welcome to drop in at any time. Please feel free to bring other family members or a friend with you. If after the visit, you feel that the home offers the appropriate care and service to your requirements, we would recommend that, if possible, your relative visit the home as well.

This can take the form of a short tour, and discussion over tea; a day visit, the latter option offers a better opportunity to get a feel for the home itself, meet other residents and their families, and get to know the staff. Following that visit, if everyone is positive that we are able to care for your relative, the Head of Home or Unit Manager will arrange to visit them, undertaking a full assessment of their Nursing, care and social needs, liaising with all other parties that have been involved in the care to date. From this assessment, the beginnings of the Care Plan will be drawn up, being the basis for all care delivered to our new resident.

The more information we have regarding the resident, their problems, care currently provided, their hopes and wishes and any aspirations they may have in coming to the home, social background, routines, family groups, the easier it is to provide the appropriate care, therefore helping to settle our new resident into the home.

On admission

The Nurse allocated to look after your relative, will review the assessment, take some basic observations, and complete any risk assessments necessary with you to ensure your relatives safety. The Care plan will continually be reviewed and updated with the resident's and your views.

You will be requested to assist in completing a social history portfolio on your relative. This helps us to ensure that all our residents have every opportunity to exercise their choice in relation to:

Leisure and social activities and cultural interests
Food, meals and mealtimes
Routines of daily living
Personal and social relationships
Religious observances

Accommodation and Services

Brendoncare Chiltern View is a purpose built home, providing 27 individual rooms and 2 shared rooms, which enable us to offer specialist-nursing care for 31 elderly persons suffering from severe mental infirmity. Service Users can be male or female, but not less then 65 years of age.

Staffing

The home is staffed with teams of Nurses, Carers, Catering, Laundry, Housekeeping, Admin and Maintenance staff. The Centre Manager leads all these teams. All staff receives a full Brendoncare Induction programme and have regular training and developmental workshops, keeping them up to date with any legislative changes, local changes and clinical issues.

Each Department is working towards its own 'Link Person', responsible for research and information on certain aspects of our service, cascading information within the staff teams, helping us to practice evidenced based care and working processes.

All Qualified Nurses working at Brendoncare, are appropriately qualified and have the relevant experience of working with elderly people, in the case of the Chiltern View, all our qualified nurses have relevant experience in working with elderly people suffering from severe mental infirmity.

Care Staff are trained to the Brendoncare Induction and Carer Training course, covering all essential skills, knowledge of caring for elderly people as well as all statutory training. A number of our Care Staff are working towards their NVQ level 2/3.

Catering, Housekeeping, Maintenance and Administration Departments are also selected for their relevant qualifications, skills and experience appropriate to the post employed in.

All mandatory training for all departments, Health and Safety, Manual Handling, Fire, COSHH and Infection Control are carried out on induction and annually thereafter, excepting Fire training, which is held three time per year for all staff.

On occasion we do rely on Agency Staff. The Agencies we use are few and on a regular basis meaning that we are able to offer continuity of care for our residents. Agencies used are registered with the CQC and their staff are also inducted, trained and working towards NVQ levels.

Key Staff Members

Centre Manager: Mike Tullett
E. Wing unit Manager:
W. Wing unit Manager: Ann Lee RMN RN
Administrator: Diane Webb
Chef/catering Manager: Russell Cade
Housekeeper: Rupert Akerman
Laundress: Gillian Shackleton
Activities Organiser: Margaret Newitt
Maintenance persons: Rupert Akerman

Primary and Team Nursing

To provide continuity of care, the Nursing staff work in Teams, each Team working under the guidance and supervision of the Primary Nurse allocated to that Wing.

The Primary Nurse (RN) is responsible for the Care Plan for each resident on his or her wing. She will develop this care plan based on the initial pre-admission assessment, liaising with families, the resident themselves, GP and any other health professional/therapists involved with the individuals care.

The Care Plan is continually reviewed and re-assessed as necessary.
It is important that all parties are included in planning, accommodating the resident's abilities, choices, cultural and social background and personal beliefs. The Primary Nurse, will be the family's main point of contact regarding any clinical, nursing or medical issues and concerns.

When contacting the Home for such information, please ask for your Primary Nurse, or in her absence the Nurse in Charge of the shift.

Care Teams working together include 3 or 4 Carers. They work under the Primary Nurses supervision and direction. These Carers are allocated to the Wing for the majority of the shifts. They provide continuity for the residents, a regular familiar face. Each resident is allocated a carer as their 'key worker' this is an opportunity to build a relationship with them, getting to know them personally ensuring that attention is paid to the smallest of detail and a point of contact for their family and friends.

We also have available a team of therapists such as visiting Chiropody, Hairdressing, Dentist and Optician. Other complementary therapies can be arranged through Nursing and/or Medical referral. If you are interested in accessing any of these services please see your Primary Nurse or Head of Home.

Being part of the family, and keeping in touch with the Community

Visitors are able to visit at any time of day, according to your relative's wishes.
Please sign in the visitors' book, on arrival and departure for fire safety reasons.
It may help to know though the busiest times of the day are early morning and early evening.

Meal times are:
Breakfast: 9:00am-10:00am
Coffee: 11:00am
Lunch: 12:30pm-13:00pm
Afternoon tea: 15:30pm
Dinner: 17:00pm-18:00pm
Supper: 20:30 -21:00pm

A kitchenette adjoins both wing lounges assuring easy access for relatives and friends to make a drink for themselves and the loved one they are visiting.

Should you wish to go out for the day with your relative, please let the Nursing staff know in advance so we may be able to help get them ready for the trip and arrange for medications to be ready to take out.

The resident has the right to inform the home of any visitors they do not wish to receive and we are obliged to honour their wishes.

We have a busy social calendar. Regular trips to take out the residents to the canal boat trips and pub lunches or afternoon tea at the garden centre are also organised. The dates of these events are regularly posted on our residents and relatives' information board. The care staff work according to resident's wishes, cultural backgrounds, and abilities. Over a year the activities on offer may vary, depending on the residents currently in the house. At present the care staff do most activities on a group basis, however, one to one activities are also catered for, in particular work in the multi sensory room, manicures, hand massages and spa baths.

We are proud to be part of Stone Village, and the local community. We have many visitors from the surrounding villages coming into the home, and being part of events in or out of the home.

All residents have the opportunity to vote in local and national elections.

A personal account can be held on behalf of the resident by our Administrator for hairdressing, chiropody, newspapers and any other personal items required.

All Service Users and their visitors are invited to contribute their views and opinions in the management and provision of services of the Home. Residents and their advocates are asked for their ideas regarding social activities.

The Centre Manager has an open door policy for anyone.

An annual Quality Assurance Survey is sent to all relatives and residents, an analysis and action plan drawn up.

All our Care Quality Commission Inspections invite service users for their opinions and views on the Home, all Inspection reports are made available in reception for viewing along with Brendoncare's response.

Complaints

As the majority of our residents are unable to voice their opinion clearly, we encourage friends and relatives to play an active advocate role. We believe in your right to speak up and hope that this way, issues that eventually could lead to a formal complaint may be resolved.

It is always unfortunate to receive a complaint regarding the service we provide, however, it also provides us with an opportunity to identify and understand areas, which are of concern to Service Users. If you have cause to make a complaint or voice a concern:

Please contact Mike Tullett, Centre Manager, in the first instance, or in his absence the Unit Managers or any of the Registered Nurses. If the issue is not resolved, please write to the Home Manager who will investigate the complaint as per The Brendoncare complaints policy.

He will respond with actions taken to resolve the issue and prevent further occurrences within 22 working days.

If you feel the issue is not resolved or handled appropriately you may also raise the issue with any of the following:

Mr R Staker
Chief Executive
The Brendoncare Foundation
The Old Malthouse
Victoria Road
Winchester
SO23 7DU

or:

Mr Jim Logan
Care Quality Commission
8 Bell Business Park
Smeaton Close
Aylesbury
HP19 8JR
Telephone: 01296 737550

Emergency Procedures

The Home has various procedures for dealing with emergencies including fire, power failure, flood, evacuation etc.

The Fire Alarms are tested on a weekly basis. Everyone in the home is warned when this will take place 5-10 minutes previously.

As Visitors to the Home, in the event of the fire alarm sounding:

Remain in the bedroom if you are there, close bedroom door and windows.
If you are in public areas or corridors please make your way to reception.
The senior member of staff on duty will give instructions.
The senior member of staff will check the visitors' book and do a roll call ensuring all visitors are accounted for.
In the event of a false alarm a member of staff will come to each room to inform everyone and reassure.

If your relative has Oxygen therapy, please take note of the safety signs on the bedroom door.

If your relative/ friend has a fall, please do not attempt to pick them up, but summon the help of a trained nurse straight away.