SILVERWAYS NURSING

HOME

SERVICE USERS GUIDE

FROM APRIL 2017

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SSIILLVVEERRWWAAYYSSNursing Home

STATEMENT OF GENERAL POLICY

It is the general policy of the Nursing Home to deliver quality health care services in a

professional, caring manner. The needs of the residents will be met by offering them the

widest possible range of services and facilities and delivering these in an ethical way whilst

endeavouring to ensure equality to all.

Each resident will receive professional, individual care, which respects personal beliefs and

preferences, recognises rights and choice, and ensures anti-discriminatory practice,

confidentiality and effective communication. We will ensure adherence to best current

practice in all matters relating to the protection of vulnerable adults.

Employees are recognised as being a key resource within the Nursing Home and opportunities

for personal professional development will be provided in a fair, supportive environment.

Each resident in our care will receive individual, professional nursing achieved through a

partnership between him/her and the care team. Each resident will be entitled to choose

her/his own General Practitioner. All complaints will be dealt with according to the Nursing

Home’s stated procedures and protocol. The Nursing Home operates to its own health and

safety policy, which takes account of the requirements of the Health and Safety at Work Act

and the Care Quality Commission

Our standards require the Nursing Home to operate in a professional manner so as to ensure

that our residents are accorded dignity and respect and that their individual needs are met.

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RESIDENTS’ CHARTER OF RIGHTS

In addition to the rights accorded to individuals in the National Health Service Patient’s

Charter of Rights and the National Charter Standards, residents in the Nursing Home shall

have the right to:

Have their personal privacy respected and to retain their personal dignity and

independence, irrespective of their physical or mental ability.

Skilled, sensitive care to enable them to achieve the highest possible quality of life.

Have their social, emotional, religious, cultural, ethical, political and sexual needs

acknowledged, accepted and respected.

Be supported through effective and appropriate communication, which respects

privacy and is consistent with their personal beliefs and preferences.

Be consulted about daily living arrangement in the Nursing Home, and participate in

discussions about any proposed changes to these.

Be both fully involved in and informed about assessments made of their needs, and to

make informed choices about their future personal care plans in an environment,

which respects the confidentiality of information.

A regular review of their individual circumstances, at which they have the right to be

present.

Be fully informed about the services provided by the Nursing Home.

Choose their own Medical Practitioner and Dentist and to consult them in private, to

take responsibility for their own medication and, whenever possible, make decisions

about their own medical treatment.

Manage their own personal and financial affairs as far as they are able.

Have the same access to facilities and services in the community as any other citizen.

Not be moved, either within the Nursing Home or from it, without consultation

Have access to a formal complaints procedure, and be represented by a relative,

friend or advocate if they wish. If they are concerned about standards in the Nursing

Home or about the care they receive, or feel that a complaint has not been dealt with

in a satisfactory manner they must be made aware of their right to contact the Care

Quality Commission.

NOTE:

The only restrictions to these rights are the legal requirements to provide the level of care that

individual residents need, and those necessary to protect the health and safety of the resident

and others working in the Nursing Home or visiting it.

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PHILOSOPHY OF CARE

The owners and staff of the Nursing Home aim to provide a safe, comfortable and friendly, anti-

discriminatory and non-judgemental environment as close to the residents’ expectations of “home” as

possible.

We endeavour to provide the highest standard of care at all times, and will encourage and support

freedom of choice and independence, and respect privacy and dignity.

We will assess the individual needs of residents, and take account both of their likes and dislikes and

of their personal beliefs and preferences, in order to adapt our care plan to these, wherever and

whenever possible.

Residents have their own clothes, and choose when they will get dressed and what they will wear.

They are invited to choose where they would like to spend their day, whether in the privacy of their

own rooms or in the lounge, and in which activities they wish to participate. Where it is feasible they

choose which time they would prefer to get up in the morning and go to bed at night. At all times

staff respect the need for residents to have privacy in their own bedrooms and in the bathroom, and

the need for dignity when they have to undertake personal care tasks for residents.

Visitors to the Nursing Home are encouraged and welcomed at most times, the only exception being

when the rights of other residents would be infringed.

Residents have the choice of where they will eat their meals, what they eat and with whom they wish

to sit at mealtimes. Religious and cultural beliefs are respected, and special dietary needs are catered

for as far as possible, whether these are required for medical, cultural or religious reasons.

Residents can choose their medical practitioner, and any other professional services they require, and

medical treatment is given as and when required. Residents are given full information about their

health and involved in discussions about their own care.

We will at all times endeavour to ensure the right of residents to make their own decisions as far as is

possible. Residents will be fully consulted about any changes that might affect their welfare.

The right that residents have to manage their own personal and financial affairs will be respected.

An activities and social programme which reflects the interests and expressed wishes of the residents

will be offered. In this way the residents will be consulted, supported and encouraged to realise their

personal aspirations and abilities.

We will regularly monitor, review and evaluate the quality of the service we offer in order to ensure

that it is of the highest standard. If any complaints or problems arise there are procedures in place

within the Nursing Home which should enable them to be resolved or rectified without delay.

We understand that dying and the death of a resident is a distressing time and we will ensure dignity,

comfort, spiritual help and support at all times.

All staff receives initial and on-going training, not only in practical care skills but also in values and

attitudes which should be demonstrated in their work in the Nursing Home. Regular staff supervision

and appraisal, in which training needs can be identified, ensures that the quality standards are met in a

supportive, professional manner, and always with the resident’s best interests taken into account.

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SSIILLVVEERRWWAAYYSS

Nursing Home

Silver Way Highcliffe Christchurch Dorset BH23 4LJ

Telephone 01425 272919 Fax 01425 277981

Email: Silverways@btclick.com

www.silverways.co.uk

SILVERWAYS NURSING HOME AND CHRISTCHURCH HOUSING SOCIETY

Silverways is situated in a quiet residential area of Highcliffe. It is set in grounds of one and a

half acres of well tended gardens, and provides excellent facilities for 61 residents. Every room is

decorated, furnished and equipped so that life is as comfortable and welcoming as we can make it.

Silverways is owned and managed by Christchurch Housing Society, a voluntary organisation

registered with charitable status. The Society was founded in 1946 to provide accommodation

and care services for older people. Over the years the Society has grown, and now owns over 600

small purpose-built flats for rent to people over 60 years of age. In 1985 it built Silverways

Nursing Home, which is registered for 61 residents, and in 1999 the Society purchased a small

residential Care Home, Avondene, which provides care for eleven residents.

Despite its size and the scope of its activities, the Society operates with a small administrative

base. The Director, Finance Manager, Accountant, Maintenance Manager, Housing Officer and

an Accounts and Administration Assistant are based at the head office in Stour Road in

Christchurch. The day-to-day management and running of the Society rests with this team,

headed by the Director, who is responsible to the Society’s Committee of Management.

The Society operates as a ‘not-for-profit’ charity, and for many years was largely dependant on

voluntary effort. In latter years, with its substantial growth, the part played by volunteers has

lessened, but the voluntary ethos remains an important part of the Society’s operation.

SILVERWAYS ACCOMMODATION FEATURES:

Two floors comprising of: -

Good sized single bedrooms of which 6 have

en-suite facilities

4 Double bedrooms suitable for couples.

8 Assisted bathrooms

2 Assisted shower rooms

Dining room

TV Lounge

Activities Area

Hairdressing Salon

Nurse call to all rooms

Visitor Parking

Passenger Lift

Garden Areas

TV/Telephone sockets in all rooms

Quite areas

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SERVICES INCLUDE LONG STAY AND AS AVAILABLE, RESPITE CARE

Local G.P. service

Varied menus and special diets

Personal laundry service

Regular activities and outings

Visiting clergy of all denominations

No restrictions on visiting

Local hairdresser

Daily delivery of newspapers and magazines

PRIVACY AND SECURITY

Residents may, if they wish have a security lock fitted to the door of their room. This will be of a

type which enables staff to gain admission in an emergency. Additionally, residents may have the

exclusive use of a lockable security box should they so wish.

CARE FACILITIES

Our care facility aims to be a real home for our residents. The Home is fitted with a modern range

of disability aids and safety systems and residents can enjoy well-maintained gardens and

grounds.

We aim to create a homely atmosphere and residents are encouraged to give their rooms an

individual touch with their own personal possessions. We foster friendly relations with local

communities and like visitors to call in as they would into any home. Equally our residents

benefit by joining in various local activities where this is possible.

TRIAL VISITS

Whenever possible, we encourage residents to visit the Home prior to admission and to stay for up

to 2 weeks. This will allow the resident to feel confident the Home offers them what they need.

Some residents may choose to have a respite stay before making a firm commitment to live at

Silverways.

COMMUNITY SERVICES AVAILABLE ON REQUEST

Dental Physiotherapy

Chiropody Optical

Occupational Therapy Dietician

Speech Therapy

STAFFING

Much depends on our staff who are chosen for their professionalism and genuine commitment to

providing high standards of care of our residents. We realise that a caring attitude by itself is

insufficient and we continually develop our personnel through training. An experienced Home

Manager, who is also a qualified Nurse, leads the Home’s care team.

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FEES

As at 1st April 2017 ‘core’ weekly care fees at Silverways are £911.31 per week. There are a

small number of single rooms with en-suite facilities and the rate for these is £1,021.04 per week

to include FNC where eligible, the government provides assistance for funding of nursing care

(Funding Nursing Care) at the rate of £155.05 per week. This money is paid directly to the

nursing home by the Primary Care Trust.

Fees are due on 15th of each month. We will discuss with you or your representative the method

by which you wish to make your payment.

Where residents are funded in part by their Social Services Department, they will be advised by

their Care Worker as to the arrangements made for any part of their fees for which they are

responsible.

Fees are inclusive, but hairdressing, newspapers and telephone costs are charged separately.

INCIDENTAL EXPENSES

You may wish to keep a small amount of cash with you for incidental expenses. However, we are

happy to arrange the provision of items such as cordials, tissues, soaps and so forth, in addition to

hairdressing and newspapers. We can keep a small account for you, as you wish, and will ask you

or your representative to ‘top’ it up when it runs low. Please note: we maintain a global

Residents’ Account into which the Society has paid a ‘priming’ sum to ensure no resident draws

on any other resident’s money at any time.

Signed receipts will be required and given for all transaction.

VALUABLES

Silverways provides insurance cover for the loss of personal property up to the value of £500.00

for any one claim, and you are advised to consider insurance cover for any more valuable items

you wish to have with you.

COMPLAINTS

Silverways has a complaints’ procedure, which is available without question on request from a

senior member of staff. (See appendix ii)

In addition, or exclusively, you or your representative may wish to approach your sponsoring

Social Services Department who will investigate your complaint.

THE CARE QUALITY COMMISSION

Silverways, in keeping with all care homes, is subject to rigorous inspection by representatives of

the Care Quality Commission at a frequency determined by the Commission. A report is

produced which identifies, amongst other matters, areas where the Home is not meeting the

required standards. The latest Report is available on the table in the foyer or on request, and we

are always keen to discuss any issues about the Report that you or your representative may wish

to raise.

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Should you wish to contact the Care Quality Commission the address of the regional office is:

The Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

Tel: 03000 616161

Fax: 03000 616171

email: enquiries.southwest@cqc.org.uk

RESIDENTS’ CARE RECORDS AND CONFIDENTIALITY

To ensure the best possible standard of care, we maintain records of all aspects of your assessed

needs and the care we provide you.

These records are confidential, and are made available to staff only on a “need to know” basis.

We actively encourage residents and relatives to read the contents of their care records and to sign

these and to add any comments they wish to write.

MONITORING THE CARE WE PROVIDE

We have a system for regularly and anonymously seeking the views of residents, their friends or

relatives, and visiting professionals. This involves a questionnaire, which is handed out on a

regular but random basis.

If you would like to complete a questionnaire yourself, please ask a member of staff.

SUGGESTIONS, COMPLAINTS AND COMMENTS BOX

You may wish to post your complaints, suggestions or comments in the labelled post box in the

corner of the reception hall. The Society’s Chairman opens this box regularly. You do not need

to identify yourself, but if you need a response, please ensure you do.

DORSET ADVOCACY

If you feel unable to fully express your concerns and need help from an independent source you

may wish to contact Dorset Advocacy, 13-15 Jubilee Court, Paceycomb Way, Poundsbury,

Dorchester, Dorset DT1 3AE Tel: 01305 251033 Fax: 01305 266853 email:

enquiries@advocacy.co.uk who provide a confidential and friendly service free of charge.

We have also identified another external, independent advocacy service who will act as an

advocate for someone in our care if necessary. Their contact details can be found on page 22.

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General Information

NEWSPAPERS

We have a daily delivery of Newspapers and Magazines if any of our residents would like to order

any Papers or Magazines. The person in charge of the floor can arrange this for you.

TELEPHONES

All bedrooms have a telephone socket. Telephone lines into the home are limited but can be

arranged via British Telecom. Alternatively the home has some information provided by Age UK

regarding mobile phones which are designed to meet the needs of the older person. Please speak

to the receptionist staff for further information.

If you wish to make an incoming call to a resident you need to call the Nursing Home on 01425

272919.

Alternatively, residents can arrange for a BT phone line to be put into the room. Residents will

pay BT for this service. Admin staff will advise on procedure.

TROLLEY SHOP

We have a small trolley-shop. This sells a variety of toiletries, soap, toothpaste, toothbrushes,

bubble-bath, tissues, razors and deodorants.

STAMPS/POST BOX

Stamps are available from Reception. There is also a Post Box in the Reception for collection of

residents outgoing mail.

LIBRARY BOOKS

Highcliffe Library come in every three weeks (both have books with large print). If you would

like a visit from Highcliffe Library let the person in charge of your wing or the Activities team

know.

ACTIVITIES

We offer both one to one and group activites in the home in order to meet the needs of our

residents. The activities team provide a monthly planner which contains a selectin of new

activities along with some old favorites. An example of some of the activities on offer at

Silverways are:

Quiz sessions, current affairs, arts & crafts, reminiscence sessions, baking sessions, movement to

music, external musical entertainers, visits from the owls and the rescue whippets Daisy and

Tally. Board games and puzzles are available. If a resident has any suggestions or ideas for future

activities please let the Activities team know and they will be happy to try and arrange this..

If any residents would like to take part please let care staff or the Activities team know.

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VISITING HOURS

There are no restrictions on visiting, but we would ask that the visitors’ book be signed on arrival

and on departure for fire and safety purposes.

For security reasons the front door is locked at all times. Visitors should ring the bell outside the

front door to get in when reception is not manned. To leave the building visitors need to press the

white button by Reception to release the lock to the main door.

SMOKING POLICY

Silverways Nursing Home operates a No Smoking Policy; the only area where smoking is

allowed is in the allocated Smoking area in the garden..

UNLABELLED CLOTHING

We get a lot of unlabelled clothing in the Laundry. Please can you ensure that ALL new items of

clothing brought into the Nursing Home are given to a member of staff for labelling before

putting in residents room. Please also ensure that the clothing worn into the Nursing Home on

arrival is labelled.

A basket of unlabelled clothing is in the Laundry for family members to look through for missing

items.

HAIRDRESSING SALON

We have a Hairdressing Salon on site, residents have the choice to use our in house hairdresser or

their own personal one. (see appendix iii) for our prices.

ELECTRICAL PORTABLE APPLIANCES

It is a requirement that all items of electrical equipment brought into the home are tested for

electrical soundness.

Please help us by ensuring that staff are notified about any items of electrical equipment you

acquire and that they are not used prior to Silverways arranging testing.

We will obviously endeavour to have items tested as quickly as possible to avoid any undue

inconvenience to you.

St Mark’s Church (CE) Highcliffe

Two representatives from St Marks Church hold a Communion Service every fourth Tuesday

monthly in the Lower Dining Area Lounge at 11.00am.

Church of the Holy Redeemer Catholic Church in Highcliffe

Father Paul Parish Priest will attend by arrangement to give Holy Communion etc.

If any resident is interested in attending any of the above services please let a member of Staff or

the Activities team know.

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Statement of Purpose

For

Silverways Care Home

Silver Way Highcliffe Christchurch Dorset BH23 4LJ

This document serves to provide an outline of our aims, objectives and philosophy of care. Should

there be any questions arising having read the following, we are always available to discuss any

particular point or concern.

We place the rights of residents at the forefront of our philosophy or care. We seek to advance these

rights in all aspects of the environment and the services we provide and to encourage our residents to

exercise their rights to the full.

AIMS AND OBJECTIVES

Our aim is to provide and continue to develop a high quality care home providing nursing care under

the direction of Registered Nurses who work to the NMC Code of Professional Conduct, to meet the

specific needs and wishes of individual residents.

We aim to offer and provide a high quality of care with sensitivity and understanding within a

happy warm and comfortable environment

An individually formulated plan of care to support each individuals independence, dignity and

as much privacy as possible for our Service Users in the following ways:-

PRIVACY

Giving help in intimate situations as discreetly as possible.

Helping residents to furnish and equip their rooms in their own style and to use them as

much as they wish for leisure, meals and entertaining.

Offering a range of locations around the home for residents to be alone or with selected

others.

Guaranteeing residents privacy when using the telephone, opening and reading post and

communicating with friends, relatives or advisors.

Ensuring the confidentiality of information the home holds about residents.

DIGNITY

Disabilities can quickly undermine dignity, so we try to avoid this by treating each resident as a

special and valued individual, helping residents to present themselves to others as they would

wish, through their own clothing and their personal appearance and offering a range of activities

which enables each resident to express themselves as a unique individual. We also look to tackle

any stigma from which an individual may suffer through age or disability and compensate for the

effects of any disabilities, which may affect communication, physical functioning mobility or

appearance.

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INDEPENDENCE

We are aware that our Service Users have given up a good deal of their independence in entering

a group living situation. We regard it as all the more important to foster our Service Users’

remaining opportunities to think and act without reference to another person in the following

ways:-

Providing as tactfully as possible human or technical assistance when it is needed.

Maximising the abilities our residents retain for self-care, for independent interaction with

others and for carrying out the tasks of daily living unaided.

Helping residents take reasonable and fully thought out risks.

Promoting possibilities for residents to establish and retain contacts beyond the home.

Encouraging residents to have access to and contribute to the records of their own care.

FACILITIES

The physical environment is aimed at ensuring security and comfort for individuals. We provide

a range of equipment to assist in all aspects of daily living. These include adjustable beds, special

mattresses, hoist and stand-aids, a lift, medical baths, bed rails and other aids to help in a variety

of normal everyday operations. Whilst we provide furnishings in all rooms we welcome any

particular pieces of furniture, pictures etc you may wish to bring.

We also aim to provide a high standard of catering tailored to individual dietary needs. We also

operate an in house laundry system.

Provider - Christchurch Housing Society

35 Stour Road Christchurch Dorset BH23 1PP

Director Mr Joe Hickish Home Manager - Mrs Suzanne Cross Registered Nurse Level 1

Staff - Approximately 102 staff including – Assistant Home Manager (Head of Care),

Senior Sisters, Trained Nurses, Senior Healthcare Assistants, Healthcare

Assistants, Head Cook, Assistant Cook, General/Kitchen/Domestic Assistants,

Laundry Staff, Administrator, Admin Assistants, Maintenance/Gardener,

Activities Staff and In house Trainer for the staff..

The staff includes a broad age range and a dedicated team providing high quality

care to older people.

Structure: Christchurch Housing Society Committee of Management

Director

Home Manager

Assistant Home Manager (Head of Care)

Senior Sister

Head of Departments

Administration

Trained Nurses

Healthcare Assistants

Cook and Kitchen Assistants

Domestic and Laundry Staff

Maintenance/Gardener

Activities Staff Training Officer

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RESIDENTS The home is registered with the CQC for the Nursing Care of older people. We specialise

and are committed to the care of men and women within this category by providing a range

of care to include personal, social and psychological support. Silverways are proud to

provide nursing care with trained staff always on hand 24 hours per day.

All prospective residents are assessed prior to admission, to ensure as far as is possible that

the individuals needs and requirement can be fully provided for and that the individual will

be comfortable at Silverways.

ACTIVITIES We aim to provide activities, entertainment and stimulation for all residents who may wish

to participate.

These are posted on a regular basis on notice boards within the home and are available in

advance on the monthly newsletter. All family, friends and relatives are welcome and we

have regular annual events, which attract considerable gatherings.

Through pre-assessment and on admission our in-house activity team discuss particular

interests a new resident has.

HEALTH AND PERSONAL CARE We draw on expert professional guidelines for the services the home provides. In pursuit

of the best possible care we will do the following:-

Produce with each resident, regularly update, and thoroughly implement a Service

User plan of care based on an initial and then continuing assessment.

Seek to meet or arrange for appropriate professionals to meet the health care needs of

each resident.

Take steps to safeguard resident’s privacy and dignity in all aspects of the delivery of

health and personal care.

DAY TO DAY OPERATIONS We operate the home around a daily structure, which provides flexibility to the individual.

Whilst we undertake a regular audit of views, also assessing the quality of the service we

offer, we always prefer individuals to talk to us and discuss any ideas they may have for the

benefit of all.

FIRE A thorough fire risk assessment has been completed on the building. The home has a

written policy in the event of a fire and has a full fire alarm system with bells, emergency

lighting, smoke and heat detectors and automatically closing doors. The system is

regularly maintained and staff undergo regular staff training sessions. In the event of a fire,

all residents and visitors should follow the instructions of staff.

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CHURCH AND RELIGION We welcome participation in religious services and arrange with the co-operation and

support of local Churches, regular services, including Communion at the home.

We will do everything possible to ensure that individual’s spiritual and religious needs are

met – whatever the religions persuasion may be.

VISITING Our aim is for residents to treat the home as their own and we therefore operate an open

visiting policy. Relatives, friends and representatives of residents are welcome and we will

endeavour to ensure privacy if this is required. Whilst having an open policy, the home is

busier at some times more than others and it helps to bear this in mind when planning a

visit.

COMPLAINTS Despite everything that we do to provide a secure and comfortable environment we are

realistic enough to know that residents may become dissatisfied from time to time. To

tackle this we operate a formal complains procedure, but are always available to discuss

any concern of whatever type. The full Complaints Procedure is included in the Services

Users Guide, see Appendix (ii).

CARE PLAN The care we provide is based on the thorough assessment of needs and the systematic and

continuous planning of care for each resident.

THE ENVIRONMENT The physical environment of the home is designed for residents’ convenience and comfort.

In particular we will do the following: -

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 residents for whom we

care.

Arrange for specialist equipment to be available to maximise residents’

independence.

Provide accommodation, which at least meets the national minimum standards.

See that residents have safe comfortable bedrooms with their own possessions

around them.

Ensure that the premises are kept clean, hygienic and free from unpleasant odours,

with systems in place to control the spread of infection.

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FOCUS ON SERVICE USERS We want everything we do in the home to be driven by the needs, abilities and

aspirations of our residents, not by what staff, management or any other groups would

desire. We recognise how easily this focus can slip and we will remain vigilant to

ensure that the facilities, resources, policies, activities and services of the home remain

resident led. We hear the views of Residents through questionnaires and meetings with

them.

CHOICE OF HOME AND ADMISSION ARRANGEMENTS The choice of a care home is always very difficult. We aim to provide as much

information as is easily absorbed and is required under the Care Standards Act 2000.

However to enable the appropriate choice to be made, we would always advise a visit to

a number of homes and a detailed talk to the Home Manager or the Deputy Home

Manager. This will allow all your questions and any concerns to be answered fully and a

chance for you to obtain a feeling for the best home for you.

Prior to any admission, the Home Manager or Deputy Home Manager will meet with the

prospective resident and assess all nursing and social needs to ensure that all admissions

to Silverways are appropriate.

The Home does not accept emergency admissions.

MANAGEMENT AND ADMINISTRATION We know that the leadership of the home is critical to all its operations. To provide

leadership of the quality required we will do the following

Always engage a registered manager who is qualified, competent and experienced

for the task.

Aim for a management approach which creates an open, positive and inclusive

atmosphere.

Supervise all staff and volunteers regularly and carefully.

Keep up to date and accurate records on all aspects of the home and its residents.

Ensure that the health, safety and welfare of residents and staff are promoted and

protected.

This document will be under regular review and would welcome comments from Service Users

and others.

Christchurch Housing Society March 2016

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A GUIDE TO DAILY LIFE IN SILVERWAYS

This is intended as a helpful guide and is not a set prescriptive. Care is individualised and is

an important factor we consider in the needs and preferences of each resident who choose to

live here at Silverways.

7.30 - 8.30 am Staff assist residents to rise for breakfast.

8.00 a.m. Prescribed medicines administered.

8.30 – 9.30am Full breakfast served in residents’ bedrooms or day areas as desired.

9.00 - 10.45 am Residents assisted with bathing, washing and dressing.

Treatments administered.

Beds made.

10.45 am Coffee served.

12 noon Prescribed medicines administered.

12.30 pm Lunch.

1.30 pm Treatments administered.

Residents assisted to bed for afternoon rest if desired.

2.00 – 5.00 pm Activity programme.

3.00 pm Afternoon tea.

5.00 pm Prescribed medicines administered.

5.30 pm Supper.

6.30 pm (onwards) Residents assisted with going to bed as desired.

9.00 pm Medicine administration.

Hot drinks.

Residents settled for night dependent on individual wishes.

Care of residents continues throughout the night according to individual resident’s needs.

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Silverways Nursing Home

Health Maintenance and Health Promotion

SUMMARY IN BRIEF

1. Chiropody - 6 weekly and appointments when required (Chiropody included in fees).

2. Optician - Healthcall Optician (appointments when required).

3. Dentist - Community Dentist - (appointments when required).

4. In house Hairdresser - Extra charge. (see appendix iii)

5. Physiotherapy is available via the G.P. or privately.

6. Activities are available as appropriate (see page 9)

7. Regular musical entertainment - Musician once /twice a month.

8. Televisions, videos and DVD’s are provided in lounges. Movie show once a week.

9. Individuals can organise televisions and radios for their own rooms, sockets provided in

every room.

10. Fun bus rides (weather permitting) normally Tuesday afternoon.

11. No restriction on visiting.

12. Telephone points in each room.

13. Own BT Line can be arranged. British Telecom charge for this service.

14. Toiletries sold on our Trolley shop.

15. Gardens and pond – Garden chairs, tables and umbrellas provided.

16. Regular Communion by two representatives from the local Church (St Marks) come in on

the last Tuesday in every month.

17. Provision of daily Newspapers/Magazines on request. Extra Charge

18. Visit by representatives from Highcliffe Library every three weeks.

PLEASE ENSURE ALL CLOTHES RESIDENTS ARRIVE

IN THE HOME ARE LABELLED ALL OTHER ITEMS

WILL BE LABELLED ON ARRIVAL.

Also

If any NEW items of clothes are brought into the home for relatives

please pass on to a member of staff so that these items can be labelled.

Pets – We have a large pond outside containing numerous fish.

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COPY OF AGREEMENT

AGREEMENT between Christchurch Housing Society (proprietor) and

………………………………………………………… (Resident) relating to the acceptance by the

resident of Nursing Care and Accommodation in Silverways Nursing Home.

1. Upon payment of the agreed charge (see 3 & 4 below), the proprietor undertakes to provide

nursing care, food, light, heat and laundry as required by the resident.

2. The resident shall from his/her resources and/or personal allowances provide medical requisites

(other than medication by prescription), toiletries, hairdressing, newspapers, clothing and other

items required of a luxury nature.

3. For rooms without en-suite facilities, the weekly charge is £911.31 (£130.19 per day). The

weekly charge for double rooms and rooms with en-suite facilities £1,021.04 (£145.86 per day). It

is agreed these fees shall cover the provision of all services enumerated in 1. above and there shall

be no “hidden extras”. The fees shall remain unchanged unless one month’s written notice is

given by the proprietor when this agreement shall be regarded as having been jointly amended.

4. As part of the admission arrangement, residents may choose to be assessed by an

appropriate nurse for eligibility for the Funded Nursing Care (FNC), currently at the

weekly rate of £155.05, paid directly to the Home. In the event that the resident is eligible for

this payment the whole amount will be refunded to the resident.

5. The proprietor undertakes to comply with the Standards laid down by the National Care Standards

Commission.

6. This agreement shall continue in force until terminated by circumstances, or by notice given by

either party one week before the date of termination.

7. The proprietor undertakes to enlist the support of the National Health Service, as necessary, to

enable the resident to remain in the Home should the Resident so wish, unless the resident’s

General Practitioner recommends alternative arrangements.

8. Should the resident at any time require hospital treatment, the proprietor undertakes to retain the

accommodation for the resident on payment of a retainer of 80% of the full fee (see 3 above) for a

period of one calendar month. Thereafter, 50% of the normal fee may be charged, although if the

retention period exceeds one calendar month, the proprietor retains the right to terminate the

agreement at any time.

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COPY OF AGREEMENT

9. The proprietor will keep a record of the resident’s relevant medical information, next of kin and so

on, and every effort will be made by the proprietor and staff to keep such details confidential.

10. The facilities of the Home shall include unrestricted use of the lounges and other communal

rooms.

11. The following conditions are accepted by the resident:

a. Absences (meals or overnight) will be notified to the Home Manager.

b. Visiting is unrestricted.

c. Gifts of food will be notified to the Home Manager.

12. The proprietor agrees to allocate, and the resident accepts, the use of sleeping accommodation in a

single or multi-bedded room. Where a resident has expressed a preference for a single room, every

effort shall be made to avoid placing him/her in a double room, subject to the provisions of Clause

3 above.

SIGNED For and on behalf of Christchurch Housing Society

…………………………………………………………………………………

SIGNED By Resident/* Resident’s Representative

………………………………………………………… Date ………………

(If resident’s representative, state capacity in which signed).

If the resident is unable to sign this agreement it must be signed by a person who is either

acting with the consent of the Resident or is prepared to accept responsibility for so doing.

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Appendix (ii)

SECTION 6: COMPLAINTS PROCEDURE SILVERWAYS NURSING HOME

Introduction

To ensure that the service we provide matches needs and expectations, we welcome any comments you may

care to make. Our residents, their family members and any stakeholders are entitled to make complaints at

any time. If someone wishes to complain about the service received from the home, they should follow the

steps below.

You can also contact the Care Quality Commission, the Primary Care Trust or Dorset Social Care and Health,

if Dorset County Council funded, with a complaint at any time, their details are given at the end.

Procedure:

1. If you are a resident and have a problem with the services provided, you need to be clear about

what is wrong and what you think should be done about it. You may like to ask a friend or relative

to help you with your complaint.

If, however, your complaint is about the way you are treated or about the behaviour of the staff in

the home, it is better to let the member of staff concerned know how you feel immediately – if you

feel comfortable doing this. Again, you may like to ask a friend or a relative help you make your

complaint. It is always better to give the person concerned an opportunity to respond before

complaining about them to someone else.

2. If you feel unable to discuss the problem with them, or they are unable to resolve the problem, you

should contact either the Nurse in charge or the Home Manager. If your complaint concerns the

Home Manager of the home, you should write to Mr Joe Hickish, the Director of Christchurch

Housing Society at 35 Stour Road, Christchurch Dorset BH23 1PP. Tel: 01202 483243. If you

feel there is a real danger to residents if speedy action is not taken to deal with abuse or ill

treatment, then you should contact the Director of the Society immediately.

If, however, you feel a criminal offence has been committed you should contact the police.

3. If possible you should record your complaint. We will also record any complaints for our own

records, along with details of any investigation and action taken.

4. If you are not happy about making the complaint yourself, and you do not know someone who is

prepared to talk to us on your behalf, we will be happy to find someone from an independent

organisation to act as an advocate for you (this is to act in place of a friend).

5. If we receive a written complaint, it may take a little time to consider it fully. We will, however,

write to you within one week to acknowledge receipt of the complaint and to tell you what steps

we are taking to resolve it.

6. If there is no immediate solution, we will investigate your complaint fully, contacting those

concerned. We will then write to you within three weeks, with details of our findings, any action

we have taken and our proposals to solve your complaint.

7. If you feel unable to fully express your concerns and need help from an independent source you

may wish to contact Help & Care The Pokesdown Centre, 896 Christchurch Road, Bournemouth

Dorset BH7 6DL Tel: 01202 432288 or 0300 111 3303 Fax No 01202 422020/432299 who

provide a confidential and friendly service free of charge.

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We have also identified another external, independent advocacy service who will act as an

advocate for someone in our care if necessary. Their contact details are: Care Aware – Tel: 0161

707 1107.

If you are still not satisfied you have the right to forward your complaint to Dorset Based Continuing

Healthcare Team. Should you wish to do so – you can contact them at:

Care Quality Commission

Citygate

Gallowgate

Newcastle-upon-Tyne

NE1 4PA

Tel: 03000 616161

Fax: 03000 616171

Email: enquiries@cqc.org.uk

enqiries.southwest@cqc.org.uk

Registration.southwest@cqc.org.uk

Dorchester Based Continuing Healthcare Team

Vespasian House

Barrack Road,

Dorchester

Dorset

DT1 1TG

Tel: 01305 361123

Complaints to: Dorset CCG

Dorchester Based Continuing Healthcare

Team

Email complaints@dorsetccg.nhs.uk

or call 01305 368926

Complaints Officer

Bournemouth Social Services

Room 100, 3rd

Floor

Town Hall

Bourne Avenue

Bournemouth

Dorset

BH2 6DY

Tel: 01202 458953

Fax: 01202 451032 Email:socialcarecomplaints@bournemouth.gov.uk

Hampshire County Council

Adult Services Department

Hampshire

Tel: 0845 6035630

Email: Adult.services@hants.gov.uk

Chiswick Older People Team

Chiswick Local Office

Social Services Department

London Borough of Hounslow

Ashburnham House

Horticultural Place Chiswick W4 4BY

Tel: 020 8583 3194

Fax: 020 8583 3162

We have been informed that as from 1st October 2010, Local Government Ombudsman were given statutory

authority to investigate complaints relating to action taken by an adult social care provider in connection with

the provision of adult social care. Please contact Advice Team on Tel: 0300 061 0614 or email

advice@lgo.org.uk

Please note that at any time during the complaint process residents, who are funded by Social Services, may

wish to involve their Social Worker or Care Manager or may choose to contact the relevant Social Service

Office and ask to speak to the Complaints Officer. (As above)