Statement of Purpose

Our aim is to provide extraordinary care, making every moment count, by encouraging safe independence, and enhancing quality of life. Court House Care Home respects the preferences and wishes of our residents and encourages independent best interest decision making. We base our care around collaboratively developing personalised care plans. Placing all of our residents needs at the forefront of our care.

Our objectives are to meet the needs of our residents, by recognising that each resident is an individual, and are free to express themselves as such. When tailoring their care, we encourage the participation of each resident and their relatives if appropriate. With regular care plan reviews, which respond to the individual changes of our residents.

Our values

Make it count. We help the residents to make the most of their time with us at Court House, from personal care to our fine dining experience.

Make someone smile. At Court House our team strive to make everyone smile and enjoy their time with us.

Make it safe. Whilst promoting independence, we ensure all of our residents’ safety is paramount at Court House.

Philosophy of care

Our aim is to be the provider of the kindest homes in the UK with the kindest and most professional staff, where each and every one matters and each and every one can make a difference.

We will strive to provide all our Residents with the highest standard of individualised care. We will do this within a warm, friendly, homely and supportive environment where quality of life is paramount and where Residents’ rights, habits, values and cultural background are safeguarded and respected.

We recognise that the number of years lived does not prescribe how a person should live, behave, think or feel. We value the life experiences and knowledge of every Resident. We will spend time with every Resident so that they can help us fully to plan their care, which will include opportunities for fulfilment and responsible risk taking.

We value the intrinsic role which relatives, friends and professionals play in Residents’ care and we will work in partnership with them.

We will ensure that every Resident is treated as an individual with courtesy and respect. We will protect their privacy and dignity, and enable them to gain and maintain as much independence as possible.

Introduction to the people involved in your care

Home Manager:

Summary of the role of the Home Manager:

To manage the whole staff team and ensure they deliver a high standard of care for all Residents and their families.
To ensure a relaxed happy atmosphere and environment for Residents so that they and their families come to consider the care home as their own home.
To maintain high standards of care as required by our regulators.
To act as dignity champion for Residents ensuring that they are involved in the running of the Home.

Administrator – much of the behind the scenes work, that contributes to the efficient running of the home, is performed by the Administrator who provides invaluable support to the Home Manager. The Administrator will assist you with any of your personal financial arrangements you may wish to make.

Our team of Qualified Nursing staff are here to help you with your nursing care needs. Each Nurse is registered with the Nursing and Midwifery Council and some of our Nurses hold specialist Qualifications and responsibilities such as Tissue Viability and Palliative Care.

Our Care Assistants are here to help and support you with any aspects of your daily life that you may be finding hard to manage on your own. Our Care team is trained to be understanding and sensitive to your emotional and physical well-being. One of our care team members will become your Key Worker so that you always have one person who will go that extra mile to ensure you are receiving the best care possible. Your Key Worker is named at the front of this booklet.

Our Housekeeping team work hard to maintain a clean, fresh environment for you to enjoy. A full laundering service (with the exception of dry cleaning) is provided in the care home. You should expect the laundry to be returned to your room within 48 hrs.

The Chef and their team in the kitchen are trained and skilled in the safe and hygienic preparation of nutritional and appetising meals. The food is freshly cooked on the premises and the menus are planned to ensure that you have a well balanced and varied diet.

We have a maintenance person available in the home who will carry out general repairs and maintenance of the building, grounds, facilities and equipment. They will offer assistance to you when you move into your room to hang pictures, put up shelves and move things around so that you soon feel settled in familiar surroundings.

We encourage you to maintain your hobbies and interests and to help you to do so we have an Activities Coordinator. Their role is to coordinate activities and outings following discussions with you and your family and friends to identify what your personal preferences are.

Although each member of staff has their individual role and responsibilities the emphasis is very much on teamwork in order for them to deliver you the kindest care possible.

All our staff are encouraged to continue with ‘Life Long Learning’ and to undertake updates and refresher courses to ensure they are competent to meet your needs.

Accommodation

It is very important to us to know that you feel safe and comfortable in your new home.

We will always try to allocate you the room that you prefer and have been consulted on prior to your admission.

Should you require any assistance at any time while you are in your bedroom, there is a nurse call system on hand for you to summon assistance. A staff member will come to you as soon as possible.

We encourage you to bring photographs, favourite ornaments or other treasured keepsakes or small items of furniture that help you to personalise your room and make it feel much more like “home”.

Our Registration

Court House Care Home is registered with the CQC (Care Quality Commission) to accept people in the following categories of care.

Court House Details from Registration Certificates

Regulated Activities: Provision of accommodation with nursing (AN), Treatment of disease, disorder or injury (T).

Service Types: Care home service with nursing.

Service User Bands: Older People (OP), Youngers Adults (YA) and Physical Disabilities (PD).

Accommodate for Male and Female

Regulator of the Service:

Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

T: 0300 061 6161

Admission

Our Manager or a Senior Member of staff will assess all of our Residents prior to admission where possible. Once this assessment has taken place and all parties agree that the home can meet your needs, your admission will be arranged to suit you.

An initial care plan will be drawn up and agreed with you, this will be reviewed and amended during the first week of your stay as your needs and preferences become known. We recommend all potential Residents visit the home prior to the admission date. You will be offered the opportunity to move in on a trial basis in order to assess the facilities and suitability before you or your representative make a confirmed decision to stay.

A contract will be given to you to read and sign; you will have a copy for you to keep. In the case of an emergency admission your draft care plan will be in place within 48 hours of admission.

Advocacy

If you or your family require an advocate, may we suggest that you contact one of the following:

Yours or Your Relatives Care Manager or The Local Social Services Department.

AGE UK/CONCERN National Information Line
(where trained operators will advise you on where to find the help or the information you need)

T: 0800 169 65 65

W: http://www.ageuk.org.uk/about-us/local-partners/

Alzheimer's Society
Devon House
58 St Katharine's Way
London, E1W 1LB

T: 0845 306 0898

Citizens Advice Bureau
Myddelton House
115-123 Pentonville Road
London, N1 9LZ

T: 08444 111 444

Personal Property

Our home offers an in house laundry service. We would ask that all clothing as far as possible is machine washable at 60oc, is colourfast and must be clearly named prior to admission. We also ask that any new items are named and entered onto your personal property inventory. Items which are dry clean only are to be clearly identified and this can be arranged by the home (There will be a small charge for this service).

Any furniture you wish to bring or electrical equipment will be checked on admission by our maintenance person to ensure it is compliant with current regulations. Personal memorabilia, pictures, photographs and any favourite soft furnishings are welcome.

For security purposes, you need to let us know what personal belongings you have with you in the home. We need to keep a detailed list of items that you have on admission and have brought into the care home subsequently.

In your room you will have a place where you can safely lock away any small articles you wish to keep private and safe.

We would advise you not to keep large amounts of cash, expensive items of jewellery or valuable ornaments in your room. We cannot accept responsibility for loss, damage or theft. We therefore advise you to arrange for your own personal insurance to safeguard your personal property.

Personal Finances

Court House (Malvern) Limited do not accept responsibility for personal property that is brought into the Care Home and we recommend that adequate insurance is arranged to cover personal effects and valuables. Our liability for money deposited with the home administrator for safekeeping and recorded by us is limited to £100.

Whist living in Court House Care Home you are encouraged to maintain your own previous banking facilities. However, Court House Care Home is able to facilitate individual banking arrangements within the home.

Dining experience

We believe it is paramount that you enjoy your meals, not only from the point of view of having a wholesome and nourishing diet, but also with regard to socialising with other Residents within the home.

However, on occasions you may choose to have your meals in your room which can be arranged.

The mealtimes at Court House Care Home are as follows:

Breakfast – served between	7.30am – 10.00am
Morning Drinks	11.00am – 12.00pm
Lunch	12.30pm – 1.30pm
Afternoon Drinks	2.30pm – 3.30pm
Evening Meal	4.30pm – 5.30pm
Evening Drinks	6.30pm – 7.30pm
Supper	8pm onwards

A range of dishes to suit your dietary requirements will be planned with you. The daily menu will be displayed to show you the choices available to you.

If you wish to have your meal at a different time then please inform the care staff who will in turn inform the chef.

Snacks and drinks are available to you to enjoy at any time during the day or night.

Provided that your General Practitioner has no objection on medical grounds to you having alcoholic refreshments from time to time, there is no reason why you should not enjoy your favourite drink in moderation. We, of course, must make sure that the rights and safety of all our Residents are respected in this regard.

Additional services

We like to encourage everyone in the care home to take pride in their personal appearance and care of your hair is an important part. A trained hair stylist visits the care home on a weekly basis and you can have your hair done as you normally would to ensure that you always look and feel your best. The hairdresser caters for both male and female customers. Alternatively, you may wish to continue to visit your hairdresser as you would have prior to moving into the home.

The hairdresser is not employed by the home and will therefore charge you directly for the services provided. Price details will be on display in the hairdressing salon. Of course, if you need assistance or advice our staff are there to help you.

We are able to access the following additional services for you on request:

Podiatrist – a free service may be accessible via the local GP surgery, or a private service can be facilitated for you via our visiting Podiatrist – a charge will be applicable for this – please discuss with the home manager if this is your preference.
Optician – a local provider visits on request and this can be arranged if you wish – it is usually free but there may be additional charges for specific frames.
Dentist – again there is a community dentist which is free of charge or you may prefer to keep your own private dentist. Visits can be scheduled and you would be seen in the privacy of your own room.
Newspapers and magazines can be ordered and delivered from the local shops – there may be a small delivery charge added to the cost of your newspaper or magazine from the shop.

If you require any other external visiting professional service please discuss with the home manager who will be more than happy to assist you

Health and wellbeing

As well as our experienced staff members who will look after you, additional support is provided by a number of other healthcare professionals from a variety of disciplines to ensure that you are provided with the most comprehensive care, examples of these professionals would be your GP, Physiotherapist, Occupational Therapist or speech and language therapist. There is no charge for these visits if arranged via the GP practice.

We encourage where practically possible that you will retain your own GP, however if this is not possible we will assist you to register with a new local GP practice.

Hospital visits

If you need to attend hospital for any reason, arrangements will be made with your family or friends for them to accompany you there safely. If this is not possible, and the appointment is a pre-planned appointment, there will be an additional charge for a staff member to accompany you.

Should you require to spend time in hospital, your room will be reserved for you until your return.

Medication

On admission all medication must be given to the person in charge. This is because all medication within the home must be securely stored. Your medication will then be administered by a responsible staff member who will be responsible for ensuring the safe and timely administration of your medication.

Relatives and visitors are requested not to bring further supplies into the home as they will be automatically ordered from the chemist.

However, if you wish, you may with your GP and the Home Manager’s agreement, choose to keep all your medication with you and be responsible for administering your own medication.

In order for you to do this safely we would discuss this with you and agree a self medication care plan. All medicines kept in your room must be within a lockable storage area.

Onset of illness

If you are taken ill at any stage please be assured we will contact your nominated next of kin or friend to inform them, and they will be kept up to date with your progress.

Participation in Care Home life

You will be encouraged to participate in every aspect of living in the care home. As well as participating in the recreational activities in the home, we will encourage you to let us know your views on the various aspects of the running of the home.

We consider what you feel, and think are important and to ensure that your views and opinions are known and taken into account, we hold regular Resident and relatives meetings to which you will be invited too.

You are able to express your views and opinions in a variety of ways such as in person during the meeting, as a suggestion in the suggestion box or via our questionnaires and surveys. The minutes and results of our surveys will be on display in the home and a personal copy will be delivered to your room.

Personal care

Your personal care and health is documented in your own individual care plan following consultation, which takes place with you, your family and friends if you wish and our staff as well as any external professional who may be involved in your care.

To ensure that we provide the highest level of care for you, and take into account your personal preferences, our staff will record the details in your Care Plan file along with the details of your next of kin and their contact details.

All Residents are encouraged to be involved in the care planning process and you will be consulted as often as you wish to make any amendments to your care plan.

Your individual needs will be reviewed on a monthly basis and a six monthly review is scheduled with your friends and relatives if you wish them to be present.

Personal preferences

At any time, you can discuss with your named nurse or key worker, any personal preferences that you may have relating to your care, the gender of the person providing that care, diet or social activities.

Mental Capacity Act and Best Interest Decisions

Information is available about the Mental Capacity Act and Best Interest Decision making in reception or upon request.

Pets in the Care Home

In general, pets are welcome in the home, however, we do place some restrictions on the type and number of pets that you wish to bring into the home. We would be pleased to discuss your particular needs in this regard.

Recreational activities

We consider it very important for our Residents to have available a range of suitable recreational activities from which to choose. We will encourage you to participate and to suggest activities in which you would like to participate.

You may prefer to pursue your own particular hobbies and interests and we will assist you with these in any way we can.

Religious services

Your particular religious beliefs and practices will be respected. If you are no longer able to go to your normal place of worship, it can be arranged for your minister or priest to visit you privately.

Alternatively, you may wish to participate in the Church services that are held regularly in the home. The times and details of the various services are displayed on the notice board in the home – just ask a staff member and they will confirm the details to you.

Rising and retiring times

While we encourage you to be up and about during the day, and rest in the evening, it really is up to you what time you choose to get up and go to bed. Our staff are available to ensure you are able to do this safely and at a time that suits you.

Smoking policy

As you would expect, we promote a non-smoking, healthy environment in the home. We are aware, at the same time, that to those Residents who have enjoyed smoking all their lives, it is their choice to continue to do so. We have therefore provided a designated smoking area where you may smoke if you wish. The staff will show you where this is.

There are restrictions imposed on all Residents who smoke as we must ensure the health, safety and well-being of all of the Residents who live in the home. Therefore smoking is not permitted in any of our bedrooms or communal lounges.

Fire, health and safety

We undertake regular practices at our care home.

Fire instructions are placed by each panel and we would ask that all Residents and visitors are familiar with them. A Fire Log book is located in the office with details of evacuation procedures. Fire alarms are on a weekly basis.

We would ask visitors to sign the Visitors’ book on arrival and departure.

Our home has a maintenance and housekeeping book available for Residents and visitors to notify the home of any health and safety issues or necessary repairs, and is located in the foyer.

Our home has a comprehensive set of risk assessments in place and all accidents and incidents are recorded, followed up, analysed and action taken.

Telephone facilities

It is important to keep in touch with relatives and friends. If you need to make a call, there are telephones available for you to use. Staff will be available to assist you with this.

It may also be possible for you to arrange with the telephone company to have your own personal telephone in your room. You would of course have to pay for this yourself.

Visitors and visiting

We understand how important it is to maintain links with your circle of acquaintances and to make this easier we have visiting at most times of the day.

However, should your visitors arrive during meal times or when you are being attended to by our care staff or other professional staff, your visitors will of course be made welcome and asked to wait until you are ready to see them.

In the interests of security and in compliance with Fire Regulations, all visitors to the care home are required to sign in when they arrive and to sign out as they leave.

You may also wish to visit family and friends and we will help you with this. So that we know you are safe and well, it is important that you inform a staff member beforehand if you plan to leave the care home for any reason.

Leaving our Care Home

Should the time come when you no longer wish to stay in the care home, this will of course be respected and the necessary arrangements will be made with your GP and the Local Authority, if involved, to end your stay with us. We require four weeks’ notice in writing of your intention to leave the care home.

Similarly, if the situation should ever develop where it would be necessary for us to ask you to leave the care home for any reason, we would do so by written notice as confirmed in our terms and conditions. This would naturally follow a period of consultation and attempts to prevent this taking place.

There is an expectation that all outstanding fees will be paid prior to departure.

Quality Assurance

Our home is registered and inspected by:

Care Quality Commission

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

T: 0300 061 6161

F: 0300 0616171

Statement of Purpose summary

To meet the requirements of the Care Home Regulations, it is necessary to prepare a comprehensive ‘Statement of Purpose’, which covers in detail all aspects of the operation of the care home and the facilities and services that will be provided.

A copy of the ‘Statement of Purpose’ is available on request for inspection by the Resident and any representative of the Resident
It is also a requirement that a summary of the ‘Statement of Purpose’ for the care home is provided to Residents.

The details shown in this guide summarises extracts from the Superior Care Statement of Purpose as it applies to the care home. Also, given in the following appendices are the relevant details of additional information that we are required to provide for reference by the Resident.

Details and payment of fees

Fees, unless otherwise agreed, include accommodation, full board, in-house laundering of personal items of clothing and the provision of care.

Both you and your relatives need to be aware of the cost associated with living in the care home and how the fees are to be paid.

You will appreciate that the level of fees may change in future and of course, you will be advised in writing of any such changes to the financial details.

We value your feedback

It is our objective to ensure that you are provided with a high level of care, comfort and safety such that you should never feel the need to make a complaint.

However, should you, or a relative or friend, ever have cause to complain, we would urge you to speak to us about it immediately. Complaints are taken very seriously and will be thoroughly investigated.

We will send you a letter to acknowledge your complaint within 2 days of receipt. You will then receive a written response, usually within 14 days, and this will include details of any action we will take to resolve your complaint.

In the first instance, you should speak about the issue with the nurse in charge who will do everything possible to resolve the problem. If you are not satisfied with the outcome, you should ask to speak with the Home Manager about your complaint.

If you are not satisfied with the findings or outcomes once the complaint has been considered you will have the right to pursue your complaint with the Local Government Ombudsman (LGO). The LGO provides a free, independent service and can be contacted on the details below. The LGO will not usually investigate a complaint until Court House has had an opportunity to investigate:

T: 0300 061 0614

M: 0762 480 4299

E: advice@lgo.org.uk

W: www.lgo.org.uk

A: The Local Government Ombudsman, PO Box 4771, Coventry, CV4 0EH

We strive to ensure that our standards of care and service meet these principles and your expectations.

If at any time you feel that we have not upheld our principles or fulfilled your expectations we value your feedback and promise to listen to your concerns, investigate them fully and provide you with a prompt explanation on what we have done to resolve the matter.

You can raise issues with the Home Manager directly or alternatively you can contact our Director and Nominated Individual on:

Amrit Sumal (Mrs)

amrit@superiorcarelimited.co.uk

07788 721903

Should you require any help or advice making your complaint you can contact your local Independent Complaints Advocacy Service (ICAS) office or access the POhWER website: www.pohwer.net.

You may also be aware that HC-One services are registered with and regulated by the Care Quality Commission (CQC) which is an organisation that regulates all care providers. The CQC cannot get involved in individual complaints but they are happy to receive information about our services at any time. You can contact the CQC at:

Care Quality Commission National Correspondence

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

T: 0300 061 6161

W: www.cqc.org.uk/contactus.cfm