Frequently Asked Questions
How is my care package tailor made? Who decides what happens once I am in your care home?
We want you to be involved as much as possible in the decision making process and will only consult others if you are happy for us to do so, this may include your next of kin or a close friend. Our staff are trained to ensure your care package meets your individual needs and your care package is regularly reviewed to ensure it is still appropriate.
Who can I talk to about using your services?
Our Home managers are available to assist with advice regarding your care and all of the services we provide. They are also more than happy to arrange to meet with you and give you a guided tour of the care home.
How do I get advice as my needs change and I get older?
Our qualified staff will always be available to offer advice and assistance. We will also make arrangements for your own doctor (or any other professional you may wish to see) to visit you if you feel this is necessary.
Do I have to sign a contract?
Yes, the Care Standards require us to provide all residents (even if they are not paying all of the fees themselves) with a contract which states the agreed weekly fee, the date from which our service commences and the terms under which our services are provided. We will also provide you with a service user guide for our home which gives information about our home in more detail.
How do I pay my care fees?
We accept payment by cheque, cash or standing order. Invoices are sent out on a monthly basis to yourself or a nominated person.
Am I allowed to change my mind at any time if I decide not to stay?
Yes, it is your choice and we encourage ‘taster stays’ so you can get used to the home before making a decision to move in on a more permanent basis. If you do change your mind, we may request to have a period of notice given to the home. There is no additional charge for this, and we will do all we can to help you with your move.
Are there visiting times or can my family visit at any time?
When you move into our care home, it becomes your home too. Your family (and friends) are welcome to visit you at any time just like they would in your own home, the only thing we ask is that if it is before 8am or after 8pm they let us know by phone so we can maintain the security of the home and for the comfort of the other residents.
Do you have a room for relatives to stay overnight?
Most of our homes do not have specific ‘guest accommodation’ but if you have visitors from far away we would allow them to book a room for a number of nights, providing we have one available.
Can I have get together's for my family at the home, i.e. for my birthday?
Yes. We organise a lot of special parties for all different types of occasions. You will be welcome to invite your own guests and we can organise a buffet and refreshments should you require.
Can I choose what I want to eat at meal times?
Yes. We have a wide variety of meals available, including vegetarian options and meals for specific dietary needs. All menus are displayed in advance, so you can decide at your own leisure what you would like to eat, and if you fancy something different just let us know and we will make it for you.
Is there a set schedule for getting up in the morning, meals etc for everyone to follow?
All meals will be served at agreed times throughout the day. However, our catering staff will gladly provide snacks at any time.
Am I allowed to have my own food in my room?
You are welcome to have your meals in the comfort of your own room.
Do I have to let you know when I leave the home?
You are entitled to go out whenever you choose. Providing we know you are safe, and preferably accompanied by a friend or relative there are no restrictions
What happens to my post, does someone open it for me?
All letters and packages are delivered to the relevant resident’s own room. This is done to ensure your privacy is maintained at all times.
If I wish to come and visit a care home, can they arrange transport in order for me to do so?
Yes, we can arrange for someone to pick you up, some of our homes have wheelchair friendly transport also. Please contact the Home Manager to discuss a suitable time and date for you to visit, we can even provide a complimentary meal if you wish.
Can I redecorate the room to suit my tastes?
Yes, we want you to feel at home, so you are welcome to have your room redecorated. Please note though that our maintenance team decorate all of our rooms on a regular basis, and a request would need to be made in the first instance to the Home Manager who will discuss your requirements and likely time scale in further detail.
I like to go and about, do you offer day trips or other activities?
All of our homes provide regular activities and days out. We also hold regular residents meetings to discuss forthcoming events and to gather ideas for fun and interesting activities, for the future.