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Frequently Asked Questions

If you need an answer to a particular question in an instant, the following list of frequently asked questions is a good place to start.

General questions

  1. What type of care do you offer?

    We provide nursing, residential and dementia care in all of our homes, along with two dedicated specialist dementia care homes, on a long-term or short-term basis. We can advise you and address any of your concerns to help you decide on the type of care that best suits your loved one’s needs.

  2. How will you help settle my relative in?

    We will take as much time as your loved one needs to help settle them into their new home. Our team is not only highly experienced but passionate about integrating each resident into life at their new home. That could mean changing the environment to one they are most comfortable with. We encourage you to bring along your relatives’ most prized possessions and mementoes to help create their own personal haven.

    Our top priority is to ensure everyone feels happy, healthy and at home in our care. Each resident is assigned a key worker and a comprehensive care plan is created, detailing everything from nursing and dietary requirements to background history and likes, dislikes and hobbies.

  3. How will you help integrate my relative into the new environment and help him/her get to know other residents?

    Part of feeling at home is getting involved in the many activities we hold on a daily basis. There is something to suit everyone’s tastes. And if there is a hobby or interest one of our residents is passionate about that we don’t currently include in our programme, we will accommodate their wishes in any way we can. We regularly organise outings locally and further afield which is a great way for residents to get to know each other. There are many spaces designed specifically for socialising and simple things like mealtimes provide plenty of opportunity to have a chat.

    Your loved one will get to know everyone very quickly, staff and residents alike, and soon make friends for life.

  4. How often can I visit?

    There are no visiting times - you can visit whenever you want, as much as you want. We encourage family, as well as friends, to become fully integrated into life in our homes. Everyone is invited to the many events we host, for example.

  5. How can I feel confident that my relative will be cared for?

    We have an open door policy and you can visit as much as you like. We draw up a personal care plan for your loved one to ensure that all their needs are met. You will soon get a feel for how happy they are here. You are always welcome to meet with the home manager or a senior member of the team to address any concerns, as often as you like.

    As a care service provider, we are subject to random inspections from the Care Quality Commission, the independent regulator of health and social care in England. Our homes regularly achieve very high results in these inspections. We have regional business managers who are also responsible for monitoring quality standards in our homes, with monthly visits and reports completed and submitted to senior management. Complaints and concerns raised within any of our homes are always dealt with promptly, and recorded as part of an ongoing internal audit process.

  6. My relative has always done everything for himself/herself and is uncomfortable with having someone else caring for them.

    We totally understand this and promote independence as much as possible. We believe this is vital but at the same time see to the needs of our residents, such as administering medication or assisting with washing or dressing, in a dignified manner.

  7. What is the carer/resident ratio?

    Our ratio of carers/nurses to each resident is well above the government guidelines, as we believe it is important to give each resident the time and care that they need at all times.

  8. Is it 24-hour care?

    Our highly qualified team of nurses work around the clock to ensure there is someone available to see to the needs of our residents at all times.

  9. Are there emergency call buttons in bedrooms?

    Yes. These are essential in letting us know someone needs help in an instant.

  10. What is the level of medical care?

    Our team is fully trained and experienced in providing superior medical care for all day-to-day needs. There will, however, be times when our residents need to see a GP or perhaps a dentist. We make sure everyone has access to this locally and ensure they are up to date with routine check-ups.

  11. Is the home warm, comfortable and clean?

    Of course, but it is far more than that. Creating an elegant, homely and practical environment is a vital part of our service offer. Our homes are designed to be vibrant, safe and stimulating, promote independence and provide excellent care.

  12. Do your homes provide the latest equipment?

    Each of our homes is kitted out with state-of-the-art equipment, from pressure relieving mattresses for a more restful sleep to sophisticated nurse call systems and sensory lighting, which help dementia residents find their way at night.

  13. How will my relative pass the time at the home?

    We encourage residents to continue the hobbies and interests they are particularly passionate about and will support this in any way we can. We believe providing ‘meaningful occupation’ is essential in helping residents to really enjoy themselves and make the most of their time with us. We have a varied and interesting programme of activities and outings that are incredibly popular and we are always on the look out for different ideas to expand on this.

  14. Will my relative have access to the local community?

    Yes – constantly. We frequently organise outings and open our doors to a countless amount of local talent from entertainers to fitness instructors.

  15. Do you celebrate birthdays and anniversaries?

    No milestone goes by uncelebrated. In fact, we don’t always need a birthday to celebrate, as we love to make an event out of the simplest occasion. These are a fantastic way of bringing happiness and laughter into our homes. Residents, their families, and our staff thoroughly enjoy the many events we host at our homes.

  16. What is the quality of the food like?

    We serve delicious cuisine, and in fact, the entire eating experience is very important to us. Our meals are freshly prepared on site by a team of fantastic chefs using locally sourced ingredients wherever possible. Our chefs carefully create menus that are interesting and varied on a weekly basis, catering to different dietary requirements. We also offer fully stocked bars in most of our homes, for residents to enjoy a pre or post dinner tipple should they wish.

  17. Are mealtimes regimented?

    Not at all. We do have set mealtimes and do encourage residents to sit and eat together as it can be a great social experience, where staff also sit down and enjoy mealtimes together. However, there will be times when a resident would prefer to eat away from larger groups and that is absolutely fine. There are a variety of quieter spaces to do so.

Dementia-specific questions

  1. What is dementia?

    Dementia is a progressive disease that is common in the elderly. There are around 750,000 people living with dementia in the UK. Its symptoms are loss of memory, mood changes and problems with communication and reasoning. This usually occurs when diseases like Alzheimer’s or a series of strokes, cause damage to the brain.

    The symptoms of dementia will gradually get worse. However, any of our homes can help your loved one continue to live a happy and fulfilled life.

  2. Can you demonstrate that you understand dementia?

    We have more than 10 years’ experience in dementia care. We work closely with industry leader Dementia Care Matters to ensure we are at the forefront of developments in this area. Many of our homes carry the Butterfly Services kite mark, which endorses that our environments, team of staff and techniques far surpass standard requirements and approach to dementia care.

  3. How do your homes accommodate those with dementia?

    Many of our homes are purpose built to enhance the day-to-day life of our residents. Our innovative ‘designed for living’ approach is well thought out and incorporates state-of-the-art equipment and simple tools that make a dramatic difference to those with dementia.

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