Terms & Conditions

Charges Statement of Purpose Service User Guide

Care charges for Chiltern View: 1 April 2011 - 31 March 2012
Room	Per Day	Per Week	Per Month
Single room	£140.40	£982.80	£4258.80

STATEMENT OF PURPOSE

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 10 care homes for physically and mentally frail older people across the South of England, plus four Domiciliary Care Services.

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, being the care needs of Service Users.

Brendoncare Chiltern View is a purpose built care centre offering specialist care for older people with dementia illnesses and age related health states. Its facilities and services include the following:

The thirty-one bedded unit comprises 29 single bedrooms providing long term and respite care. There are communal facilities including a dining room, three lounges and a shared communal garden. The unit is semi-secure to manage the risks associated with people suffering cognitive loss.

Service User Category:

Old age, with dementia illness and with mental disorder excluding learning disabilities (OP/DE). Maximum number: 31

Other services on site consist of restaurant, hairdressers and chiropodist.

Admission Policy

A comprehensive pre-admission assessment is carried out by trained nurses to determine that the prospective needs (physical, mental, social and spiritual) can be met by the Unit.

A place will only be offered following a completion of a care management needs assessment where appropriate or a Brendoncare pre-admission assessment. Emergency admissions will be avoided whenever possible but in such an event the Unit will provide the Service Users 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 3 working days. Admission for respite care occurs if there are bed vacancies available and care needs can be met.

Aims and Objectives of Brendoncare Chiltern View

To enable Service Users to maintain contact with past life in as positive a manner as may be made possible
To encourage and support the involvement 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 with dementia
To be able to provide an intensive period of rehabilitation or Intermediate/ and or Interim care to the service user in the bed base unit led by a multi professional team over a maximum period of six to twelve weeks
To enable Service Users to receive advice and information from health professionals on site regarding their health needs

Plans of Care and assessment of needs

Service Users and their representatives are involved in drawing up their plan of care, both prior to admission and throughout their stay and they have access to their care records whenever they wish. They are also consulted when plans are reviewed for changing needs and notified if there are any changes in service users needs. The Unit Manager is available at any time to discuss issues or problems with the care. Each resident is assigned a Named Nurse on admission facilitating communication and dealing with issues about care. They have the overall responsibility for planning and delivering the resident's care.

Physical Needs

Registered Nurses on hand 24 hours a day
Activity services are part of the bed based team and will be working with the Service User on a daily basis
Optician - a regular domiciliary optician will assess those who require regular eye testing and others with visual problems. There is a charge for this
Dentist - domiciliary service is currently being researched
Chiropodist - as per referral. There is a charge for this
Alternative therapies can be arranged if so requested by the Service User
Staff are always close at hand; however there is a call system in each Service User's room
Psychiatric support is available as per referral, to assist the specialist team in place

Social Needs

Social interaction encouraged by:

Maintain contact with relatives/friends through visits and the assembly of a life history
Residents may have the use of a telephone
Relatives are allowed to take residents out to local amenities
Residents are allowed to make and receive telephone calls
Visitors are free to visit at any reasonable time of the day
Residents may have access to daily newspapers

Hairdressing

There is a hairdressing salon on site
Service Users can use this facility (there will be a charge)
Nursing staff may make appointments on their behalf

Specialist Service User Transport

Should a Service User need to visit any member of the multi professional team, transport/escort can be arranged

Spiritual Needs

A licensed Lay Minister attends the home monthly to conduct services
Visits by the Vicar of his/her choice will be arranged on request
Those wishing to attend other denomination services will be assisted to attend local facilities

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 personal preferences
Offering a range of locations around the Unit 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 Unit

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 by encouraging them in their choice of clothing and assisting them with their personal appearance
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
Refraining from any form of restraint on Service Users except when it is essential for their own safety or the safety of others. Any form of restraint is only used after a risk assessment has been completed

Independence

We value the importance of maintaining the Service User's independence by:

Tactfully providing any assistance, human and technical, when needed
Maximising their remaining capabilities for self care independence and tasks for daily living
Ensuring the residents and relatives contribution to drawing up care plans
Recognising the level of activity possible in any given circumstance and acting to support individual efforts in achieving life tasks

Choice

We aim to increase the opportunities for choice in all aspects of their lives by:

Daily choice of meals from a menu plan that is changed at regular intervals
Retaining flexibility, as much as possible, in the routines of daily life in the Unit
Respecting individual wishes and beliefs

Security and Safety

We aim to provide an environment that ensures the needs for security.

Door lock systems secure all public access exits
Opening of windows limited to 6 inches
Any breach in security reported immediately to senior staff on call
Visitors to sign the Visitors Book on arrival and departure

Fire and Emergency Procedures in the Unit

Fire Procedures are displayed at the entrance of the centre, the unit and next to fire exit doors
Fire panel is at the Entrance Hall area
Smoke detectors and alarms are installed throughout the building
Alarm bells are tested regularly each week at different times; you will be notified of any fire drills
The centre complies with the Fire Precautions Act 1971 and the Fire Precautions (Workplace) Regulations 1999
The Centre maintains a current Fire Risk Assessment that has been approved by the local Fire Safety Officer
The Centre provides regular fire emergency training and practice for all staff twice a year - night staff receives training 3 monthly
Approved contractors regularly maintain all fire systems
2 unannounced fire drills annually

Environment

The physical environment is designed for each Service User's convenience, comfort and safety
The buildings and grounds are maintained in a safe condition by a full time maintenance person
Adequate specialist equipment is available to maximise Service Users independence
The size of Service Users' rooms complies with the National Minimum Standards requirements. This accommodation is furnished and equipped to meet the needs of the service user who are always encouraged to have their own possessions around them
Wherever possible the premises are kept clean, hygienic and free from unpleasant odours. Domestic staff are on duty each day
There is adequate communal space. A communal area on each wing

Quality Assurance

We aim to ensure that standards of care for the residents at Brendoncare Chiltern View are relationship centred and deliver high standards of care and by so doing create an environment of excellence through:

Evidence that a strong framework of clinical governance is in place through the strategy of planned programme of audits both internal and external (as conducted by Central Office Management)
To ensure that staff professional development is encouraged and maintained to the standards of the Foundation and the requirements of the National Minimum Standards

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 within the Unit and in the services we provide, and to encourage our Service Users to exercise their rights in full by:

Residents and relatives have access to the management at any time if they wish to discuss concerns or complaints
Assisting Service Users to preserve full and equal access to all elements of the NHS and claim all appropriate welfare benefits
Facilitating Service Users in contributing to society through volunteering, helping each other and taking on roles involving responsibility within and beyond the Unit
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

Staffing and Organisational Structure

Appropriate qualified and adequate allocation of staff plays a very important role in Service Users welfare. Therefore, we will ensure 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 appropriately all staff and voluntary workers

The total staff complement, including all categories, is approximately 45.

The Registered Manager

The Registered Manager is Mr Michael Tullett. Mike has overall responsibility for the care of the service users, compliance with the National Minimum Standards and accountability to CQC. Mike is a registered nurse with managerial, educational and general and mental health qualifications and has worked in Care of the Older Persons for the past 15 years.

The Line management is as follows:

The Centre Manager is assisted by a management structure that consists of the Team Leaders, Carers, Administrators, Catering and Domestic staff, each of whom has the responsibility of ensuring that their department complies with the Care Standards. Registered Nurses and experienced care staff support the Registered Manager. At present the majority of care staff have NVQ qualifications. Trained staff are on duty 24 hours a day. The Catering Manager has an NVQ in Hotel and Catering Services.

Complaints

Despite everything that we do to provide a secure and happy environment, we know that Service Users may become dissatisfied from time to time. 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
These objectives are attained through training programmes, regular staff meetings and appraisal systems

Please refer to the Complaints section of the Service Users Guide. If you are dissatisfied with any service that you receive, please ask for a copy of the complaints procedure.

Registered Manager:

Mr Mike Tullett

Brendoncare Chiltern View

St John's Drive

Stone

Nr Aylesbury

Bucks HP17 8PP

Tel: 01296 747463

Email: MTullett@brendoncare.org.uk

Area Operations Manager

Mrs Sam Foti

The Brendoncare Foundation

The Old Malthouse

Victoria Road

Winchester

SO23 7DU

Tel: 01962 852133

Care Quality Commission (South East 5)

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

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 Care 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 60 years of age.

Staffing

The home is staffed with teams of Nurses, Carers, Catering, Laundry, Housekeeping, Admin and Maintenance staff. The Care 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
Senior Nurse Manager: Alan Washington
Administrator: Diane Webb
Chef/catering Manager: Russell Cade
Housekeeper: Rupert Akerman
Laundress: Helen Akerman
Activities Organiser: Josephine Blackmore
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, Care Centre Manager, in the first instance, or in his absence the Unit Managers or any of the Registered Nurses. He will investigate the complaint as per The Brendoncare complaints policy and 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:

Mrs Sam Foti
Area Operations Manager
The Brendoncare Foundation
The Old Malthouse
Victoria Road
Winchester
SO23 7DU

or:

Care Quality Commission
Citygate
Gallowgate
Newcastley upon Tyne
NE1 4PA

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.