Terms & Conditions

Charges Statement of Purpose Service User Guide

Nursing Care charges for Froxfield: 1 April 2009 - 31 March 2010
Room	Per Day	Per Week	Per Month
Single room - medium dependency	£116.00	£812.00	£3528.34
High dependency	£123.00	£861.00	£3741.25

En-Suite - medium dependency	£120.00	£840.00	£3650.00
High dependency	£128.00	£896.00	£3893.34

En-Suite with Shower - medium dependency	£125.00	£875.00	£3802.09
High dependency	£130.00	£910.00	£3954.17

Respite Care charges for Froxfield: 1 April 2009 - 31 March 2010
Room	Per Day
Single room	£122.00
En-suite	£126.00
En-suite with shower	£132.00

STATEMENT OF PURPOSE

Opened in 1986, Brendoncare Froxfield is a purpose built care home with Nursing.
We are registered with the following Service User Categories:

Care home with nursing

Old age, not falling within any other category (44)
Physical Disability (2)
Terminally ill (3)
Dementia (4)
Maximum Number Registered 44
Domiciliary care services including: meals on wheels, and personal visits by a registered nurse to a residents home, for supervision of medication prescriptions, advice and delivery of nursing care.
Hairdressing service
Chiropody
Physiotherapy

Each individual bedroom measures approximately 10 feet square.

Registered Provider

The Registered Provider is The Brendoncare Foundation, and the Responsible Person is Ronald A Staker AHSM, Chief Executive:

Mr R A Staker
The Brendoncare Foundation
The Old Malthouse
Victoria Road
Winchester
Hampshire S023 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 nine residential and nursing 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 February 2004. 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.

Registered Manager of Brendoncare Froxfield

The Registered Manager is the Home Manager, Mrs Hilary Harding, who has overall responsibility for the whole of the Brendoncare Froxfield complex. The contact details for the Registered Manager are:

Brendoncare Froxfield
Littlecote Lane
Froxfield
Marlborough
Wiltshire
SN8 3JY

Telephone: 01488 684916
Facsimile: 01488 686042
E-mail: Froxfield@brendoncare.org.uk
Website: www.brendoncare.org.uk

Staffing and Organisational Structure

The Home Manager is assisted by two Team Leaders, both of whom are qualified nurses with experience in care for the elderly frail, and dementia. The Registered Manager and Team Leaders are supported by qualified general nurses and experienced care staff, some of whom have either NVQ 2 or 3 in Care, or are studying towards these qualifications.

One Team Leader and one Senior RGN are experienced in the care of the elderly with mental health problems. These two key members of staff supervise the care in South Wing, prescribing the care as per residents needs and training and supervision of the care staff working in the unit.

The Administrator is responsible for the financial affairs of the home, and for maintenance, housekeeping, laundry and other support services.

The Chef Manager has City & Guilds Certificates of Merit in: Catering Trades, Cookery for Hotels & Catering Management and Domestic Cookery & Home Management.

The Home employs approximately 50 staff in total.

The Foundation's Hotel Services Manager also visits the home supporting the Catering, and Housekeeping departments.

Aims and Objectives of Brendoncare Froxfield.

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 user.
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.
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.
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 user's wishes to furnish and equip their rooms in their own style.
Offering a range of locations around the Home of service users to be alone or with selected others.
Providing locks on service users' storage space, bedrooms and other rooms in which service users need at times to be uninterrupted.
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 user's 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.

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' 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. All fire systems are regularly maintained by approved contractors.
A separate 4 bedded residential unit is provided for residents with mental health problems. This wing consists of four individual bedrooms, separate lounge and dining facilities and bathroom. The unit has access to the enclosed and secure garden.

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 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 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 Home 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. A full list of charges is enclosed with the brochure, as well as an application form for you to complete and return, to register your interest with us.

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 or a day visit, the latter option offering 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 Home Manager, will arrange to visit them to undertake 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 Named 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 your views. You will be requested to assist in completing a social history portfolio on your relative this will contribute towards enabling 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 Froxfield is a purpose built home, providing 44 individual rooms, which enable us to offer the following services:

Service User Categories
- Old age, not falling within any other category - 44 (Both sexes)
- Physical disability - 2 (Both sexes)
- Terminally ill - 3 (Both sexes)
- Dementia - 4 (Both sexes)

A smaller 4 bedded unit, known as South Wing, provides for residents with mental health problems. The unit offers single private bedrooms, a separate lounge and dining area, and bathing facilities.

The home is a purpose built facility, offering accommodation over three 'wings'. One of which includes the South Wing. Two of which are on the ground floor, the third is on the first floor and accessible by a passenger lift, suitable for walking residents and wheelchair bound residents with an accompanying person, this is found close to the recreational area. All corridors are wide enough for two wheelchairs to pass, with handrails positioned either side, at appropriate height for residents to hold. The two ground floor wings slope gently, for those unable to mobilise unaided, for that distance or to cope with the slope, wheelchairs are provided by the home and care staff are on hand to move the residents from one part of the house to another.

44 individual bedrooms, of which 6 offer shower, toilet and washing facilities en-suite, 2 offering en-suite toilet and washing facilities and one offering a full bathroom. The other 35 rooms provide a built in vanity unit for washing, and a personal commode in each room. The rooms are on the three wings of the home, with bathrooms and toilets accessible to all residents. The bathrooms offer both bathing and showering facilities.

There is a TV aerial socket in each room plus a BT line. Individual telephones can be connected to the BT line and personal bills sent to the resident.

Each potential service user and his family/friend are shown the whole home when making initial enquiries. The different accommodation is always discussed with potential residents, as are the facilities, location of
room available and access to it in order to help them make a fully informed decision commensurate with their care needs.

South Wing is a 4-bedded area situated at the bottom end of East Wing, with facilities to separate it from the main wing. It has its own lounge/dining area, bathroom and toilet facilities; making the area appropriate for those with dementia and other mental health needs. This unit has one member of staff on duty through the day.

All rooms in the house have lockable doors, and a lockable storage space for personal effects and medications if self medicating. A full assessment of a resident's ability to keep their own key is made on admission and reviewed regularly with Nursing staff, the resident and their family.

Recreational space is provided by way of a large central lounge, close to reception, and dining room. A quiet area can be screened off for service users and their visitors, spiritual fulfilment and activities area such as the art class.

All private bedrooms, recreational facilities, bathing and toilet facilities are fitted with a Nurse call bell point connected to the main board in reception, with alert boards fitted on each wing.

The home provides its own laundry facilities, able to launder most personal items as well as the bed linen, towels and tablecloths. Dry cleaning can be arranged locally, at cost price, if required. Residents and relatives may choose whether or not to use our laundry for personal items, if they chose not to provision is made for storing these items in a separate laundry basket kept in the residents rooms for collection.

To enable us to return personal items quickly, we require them all to be marked with the residents name and be easy care and machine washable.

Full housekeeping service is provided, to maintain a clean living environment.

Residents are welcome to bring in furniture and personal items to make them feel at home. However, electrical items, such as radios and TV's, need to be checked by our Maintenance Department prior to installation. Furniture and soft furnishings are required to be Fire Retardant.
We would appreciate a list of all personal items and furniture brought into the home on admission.

Staffing

The home is staffed with teams of Nurses, Carers, Catering, Laundry, Housekeeping, Administrative and Maintenance staff. All these teams are led by the Home Manager. All staff receive 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. The Nursing Department has it's 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. Many have varying specialist skills for example: palliative care, mental health, diabetes and oncology.

Care Staff are trained under The Brendoncare Induction and Carer Training course, covering all essential skills and knowledge of caring for elderly people. A high percentage of Carers have NVQ Level 2 or 3 in care. Training sessions are held regularly for all staff.

The Home Manager, Mrs Hilary Harding, RGN, RMA joined the home in March 2003. She comes with varied experience of caring for the elderly in a variety of situations, i.e. Community Care, Hospital, Day Care Units and Nursing Home. She is an experienced nurse with management qualifications.

Catering, Housekeeping, Maintenance and Administration Departments are also selected for their relevant qualifications, skills and experience appropriate to the post employed in. NVQ levels are being worked towards within Catering and Housekeeping. Our Maintenance Department specialising in Fire Prevention and Health and Safety.

Mandatory training for all staff includes Health and Safety, Manual Handling, Fire, COSHH, Infection Control, First Aid & Essential Food Hygiene.

All staff receive annual appraisals, from which we develop our training and development programme. The Brendoncare Clinical Governance policy ensures that all staff receives formal supervision.

On occasions we do rely on Agency Staff to cover sickness or annual leave. Agencies used are registered with the local health authority.

Key Staff Members

Home Manager: Mrs Hilary Harding
Team Leader: Mrs Chris Lockett
Team Leader: Mrs Hazel Richmond
Administrator: Mrs Jenny Lillywhite
Receptionist: Mrs Deborah Dalziel
Head Cook: Mrs Maxine Long
Activity Coordinator: Mrs Ruth Lee

In addition to our own permanent staff, we are fortunate to have the support from the Area Operations Manager, Mrs Sam Foti. Sam visits the home regularly, and supports the clinical staff on quality, training and clinical monitoring issues. David Higgins, Hotel Services Manager has a similar role, focusing on Catering and Housekeeping issues.

Team Work

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.

Allocations of skill mix are reviewed regularly to ensure they match the need of dependency for residents on each wing. The Named Nurse (RGN) is responsible for the Care Plan for each resident on her wing. She will develop this care plan based on the initial 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 Named 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 Named Nurse, or in her absence the Nurse in Charge of the shift. The Named nurse for South Wing will work closely with the Carers as above, with an emphasis on the different cares needs of the residents in the unit.

Care Teams working together; include a Senior Carer and two other Carers. They work under the Named 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. An opportunity to build a relationship with them, getting to know them personally, ensuring that attention is paid to the smallest of detail.

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 safety reasons. It may help to know though the busiest times of the day are early morning and early evening. Meal times are posted later on in this guide. 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.

We have a busy social calendar, run by our Activities Co-ordinator who is supported by the Friends of Brendoncare. A monthly trip takes residents out into the countryside for a short ride, and afternoon tea. The Activities Co-ordinator works 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. See the notice board in reception for forthcoming events. We also can offer aromatherapy and hand massages to our residents.

We are proud to be part of Froxfield Village, and the local community. We have many visitors and volunteers 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. The mobile library visits us fortnightly, making available talking books and large print books for those with poor sight.

The Friends of Brendoncare also run a small shop, which is accessible through reception every day, however on a weekly basis the shop trolley is taken to each individual room. This gives the resident an opportunity to purchase toiletries, writing paper, snacks and birthday cards. Hot drinks are available from the machine, located in the Salon, for visitors to help themselves to when visiting.

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

All service users are invited to contribute their views and opinions in the management and provision of services of the Home. A Resident and Relatives meeting is held twice a year.

The Home Manager has an open door policy for anyone who wishes to see her. Her normal hours of work are 9.00 a.m. - 5.00 p.m. Monday to Friday, but is available evenings and weekends by appointment

An annual Quality Assurance Survey is sent to all relatives and residents, an analysis and action plan drawn up and discussed at the following Relatives committee. All our Care Quality Commission Inspections invite service users for the opinions and views on the Home; all Inspection reports are made available in reception for viewing along with Brendoncare response.

Gifts

It is our Company Policy not to accept gifts from Residents. We do, however, have two funds, a Residents Fund, which pays for entertainment, outings etc, and a Staff Fund, which is collected during the year and then divided amongst all staff at Christmas. If you would like to make a donation to either fund please see Hilary, Home Manager, or Jenny, Administrator.

Meals

Our Catering department provides three full meals per day.

Breakfast is served in residents' bedrooms between 08:00 and 09:00hrs. (Cooked breakfasts are available upon request). Lunch and supper are served in the main dining room at 13.00 and 18.00 hrs. However, although we would encourage residents' to join us in the dining room, many people prefer to eat alone, and therefore meals are also served in bedrooms. Sherry is served before lunch.

Visitors are welcome to join their relatives for meals, where a small charge will be made. Please inform Reception or the nurse in charge if you wish to book a meal.

Each resident receives a home baked birthday cake, and seasonal festivities are acknowledged such as Christmas and Easter. Morning coffee and biscuits are served at 11:00 hrs, and afternoon tea with home baked cakes served at 15:00 hrs.

From assessment and on admission, we need to establish the nutritional needs of the resident. Likes, dislikes, special diets (soft, puree, diabetic, vegetarian, low fat etc) and any assistance required for the resident to eat his meal. We provide aids for eating, moulded plates and cutlery for example to enable the resident to manage his meal whilst remaining as independent as possible.

The Head Cook is always available for consultation at any time, and visits the resident on admission to discuss requirements. Residents and visitors are welcome to bring in their own snacks or meals, please liaise with the Catering staff regarding storage and serving.

A choice of two menus is offered for lunch and supper, choices being given the evening before. There are always further alternatives available such as light snacks, omelette, baked potatoes etc. We take particular pride in providing a good home cooked menu. Residents are able to contribute to the menu planning through Relatives and Residents meetings and consultation with the Head Cook.

We also care for those unable to eat and drink, with gastronomy tubes in situ. To do this we are supported by the Community dietician and GP.

Support Services

Medical advice and direction is provided mainly by The Ramsbury Practice. A General Practitioner visits the home weekly for consultations. They review all medications on a quarterly basis as well as seeing all residents at least monthly for routine check. The practice provides on-call out of hours service, referrals are made to the Great Western Hospital in Swindon. Although Ramsbury's GP, Dr Rosemary Symon is our 'house' GP many residents continue to be registered with and cared for by their own family GP, within the area.

We are also supported by the Psycho-geriatrician Consultant at Savernake Hospital, Dr Simon Manchip. He visits residents with early stages of dementia and other mental health problems. There may come a time, when a resident's dementia causes such behavioural problems ie: wandering, inappropriate behaviour that we need to look for a more appropriate placement. Dr Manchip, and our GP, will continue to support us in caring for these residents until such a move is arranged. With regular reviews by the Medical Team and Nursing staff, we will be able to predict when such a move needs to be considered, ensuring the resident is supported in the interim and appropriately placed.

Chiropody is provided by a peripatetic chiropodist, who sees every new admission and will review or plan treatment as required, in liaison with the Nursing and Medical team. An extra charge is made for this service.

We have physiotherapists who visit the home and referrals can be made through the Nursing or medical staff. A full initial assessment will be completed on first appointment, and a plan for treatment drawn up by the physiotherapist. Treatments are carried out in the individual's bedroom, and walking practise in the corridors, using the hand rails for support. Any other equipment necessary is either supplied by the Physiotherapist or purchased as recommended. Our physiotherapist also gives advice to Care and Nursing staff on any relevant issues and/or concerns regarding individual residents or generic problems.

Dental and Optician appointments are easily made locally, although clients may continue to use their preferred therapists when possible. As with chiropody and physiotherapy, dental or optical reviews will be planned in the resident's care plans and discussed with the resident and family.

We have our own Therapist who will carry out massages and manicures on request. Our hairdresser visits the home twice weekly, offering a full service to residents, which are booked via reception.

Resident's personal choices regarding their last wishes are discussed with them and their families, at an appropriate time at their choice. Although enquiries are made on admission and reviews of care plan, however many people do not wish to discuss this until such a time as it is needed.

Spiritual well being

We are able to support our residents in following their own Faith, Catholic, Church of England; Methodist ministers and a Church of England Vicar regularly visit the home, providing individual and group services. Communion is held twice a month. Should anyone wish to be visited by another denomination, or his or her own minister, every effort will be made to ensure this can be achieved prior to admission. Services and visits can be held in an individual's bedroom, or in the lounge, which is ready prepared prior to the visit, with screens, music and appropriate seating arrangements.

Resident's choices regarding their last wishes are discussed with them and their families, at an appropriate time at their choice. Although enquiries are made on admission and reviews of care plan, however many people do not wish to discuss this until such a time as it is needed. Brendoncare takes pride in providing terminal care for residents, supported by our GP and MacMillan Nurses. The families are always encouraged and supported to be involved in the care of their relative through this time.

The local PCT teams support intermediate Care and Rehabilitation clients, including Consultant visits, physiotherapy, occupation therapy and district nurses.

Equipment

A full range of pressure damage preventative equipment is supplied by the home, including active and non-active systems, and cushions. Staff are trained in pressure damage prevention, and healing. All residents are assessed on admission and reviewed as to their risk of developing pressure damage and care plans reviewed accordingly.

Manual handling equipment is readily available throughout the home; a number of care and qualified staff are trained to train in Manual Handling, which is updated yearly. Full manual handling assessment is done within 24 hours of admission and reviewed regularly, ensuring the residents are transferred appropriate to their needs and abilities. The majority of the residents' beds are 'hi-low' beds, aiding transfers, comfort and safe working practices for both staff and residents.

We can offer relaxing baths in our Parker Solo Bath, which reclines and has an air spa.

All baths have hoists to enable the most dependant residents to have a bath.

Complaints

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 customers. If you have cause to raise concerns or make a complaint, please see the Nurse in Charge in the first instance. If you are not satisfied with the response please contact or write to the Home Manager who will investigate the complaint as per The Brendoncare complaints policy. An initial response will be received within five working days. Pending further investigations she will respond with the outcome, actions to be, or have been taken to resolve the issue and prevent further occurrences within twenty-two 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

The Area Manager
Care Quality Commission
Suite C, Avonbridge House
Bath Road, Chippenham
Wiltshire
SN15 2BB

Emergency Procedures

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

The Fire Alarms are tested weekly on a Wednesday at 2.30 p.m.

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

Remain in bedroom if you are there, close bedroom door and windows.
If you are in public areas or corridors please make your way to reception via the nearest fire exit. Do not attempt to walk through the home.
The senior member of staff on duty will give instructions.
The senior member of staff will check the visitor's 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.

All visitors must sign in the visitors book when entering and leaving the home.

Oxygen Therapy

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

Medications

Our Nurses will give all prescribed medications at the relevant times. We liaise with the GP and pharmacy and arrange provision of the items required. We comply with the requirements and recommendations of the local Health Authority Pharmacy and NMC drug and administration policy. Therefore, we can only give prescribed medications for individual residents, on GP instruction. All medications in this instance will be kept in our locked medicine trolleys. Alternative Therapies, if you use homeopathic remedies these need to be checked in by the GP and stored and dispensed in the same way. Please inform us if you are using such therapies.

If your relative is able to self-medicate, a brief assessment is made and his medications will be kept in his own room in a locked cabinet. We also re-stock these items when required. The GP will review all medications on a quarterly basis.

Administration

Our Administrator, Mrs Jennifer Lillywhite, is responsible for the accounts for the home. For any queries or problems, Jenny works Monday - Thursday 8.30 a.m. - 6.00 p.m. and is always happy to help. A statement of Terms and Conditions of Admission will be drawn up for you to consult, sign and return on admission.

For those wishing to apply for Free Nursing Care Contributions, we will supply the application form on admission for the Determination Assessment, and liaise with the FNC Co-ordinator at Trowbridge.

Our local District Nurses will undertake a full assessment and monthly contributions will be refunded via our administration services.