Peasmarsh Place Residents' Guide

INTRODUCTION TO THE CARE TEAM
The home is managed by the manager, who would be more than happy to discuss any questions or concerns you may have in relation to the care and services provided by the home.

The Manager has overall responsibility for the home although is supported by the following staff.

The Deputy Manager is responsible for managing the home in the absence of the Home Manager. She works alongside the staff to ensure the standards set by the company (Peasmarsh Place Country Care Limited), are maintained at all times, as well as supervising the work and training of a multi-disciplinary staff group.

The Administrator for the home is Margaret Beard, and she is responsible for some of the administration in the home and looking after the residents financial matters. Should a resident have any financial queries, they should in the first instance discuss them with Margaret.

There are Senior Care Assistants who organise the day-to-day care for residents as well as supervising junior staff. They also take charge of the home in the absence of the Manager or Deputy.

Care Assistants deliver care to our residents under the guidance and instruction of senior staff., where practical, taking account of your preference in respect of gender, religion, racial origin, cultural and linguistic backgrounds.

Activities Organiser organises social activities inside and outside the home. Residents are offered the choice to participate in these activities.

Domestic Staff are responsible to the Homes Manager for ensuring that all areas of the home are clean and tidy and laundry taken care of.

The Kitchen Manager and Staff ensure that all catering needs are met as well as keeping the kitchen to regulation standards.

The Maintenance Staff will carry out general repairs and maintenance of the building, grounds, facilities and equipment. He will also offer assistance in personalising your room, e.g. hanging pictures on the wall.

The Manager and Care Staff provide opportunities for activities and outings planned through a structured programme following discussion with residents and families.
Although each member of staff has a role within the home the emphasis is very much on teamwork.

ADMISSION CRITERIA
The Manager or a Senior Member of staff will assess all residents prior to admission to the home. Once this assessment has taken place and all parties agree that the home can meet your needs, an admission will be arranged subject to appropriate funds being in place. An initial care plan will also be agreed prior to admission and this will be reviewed within 2 days. We recommend all potential residents and representatives visit the home. Residents are offered the opportunity to move in on a trial basis in order to assess the facilities and suitability before they or their representative make a decision to stay permanently.
A contract (terms and conditions of residence) will be given to you to read and sign with a copy for you to retain. In the case of an emergency admission or other unusual circumstances the assessment and draft care plan will take place within 48 hours of admission.

HOME FACILITIES
Peasmarsh Place provides (14) single and (5) double bedrooms all with en-suite facilities, that are fully furnished and tastefully decorated to a high standard. Residents, are however encouraged to bring their own items of personal belongings subject to them meeting safety regulations, to personalise their rooms. There are living, dining and recreational areas for relaxing, activities and entertainment. (We also provide quiet living space for those residents who wish more privacy).

Peasmarsh Place has a pet policy that can be discussed with the Homes Manager. Visiting pets are allowed into the home at the discretion of the Manager.

HOME SERVICES
The Home provides a wide range of services as detailed below.
Laundry. We would ask that all clothing is machine washable above 60º, colourfast and is clearly named (preferably with embroidered name tapes) prior to admission. We would also ask that any new items are named and entered onto the property list. Dry cleaning can be carried out at an additional cost.

Activities. The home provides a wide range of activities although it is your individual choice to participate or not. A programme of events is displayed in the Reception area. The programme is devised following discussion with residents and relatives and involves both group and individual activities. If you have any suggestions or can support any of the activities please discuss them with the Manager.

Spiritual Needs. We try to meet all religious and spiritual needs and regular visits are made to the home by visiting clergy of all faiths and denominations. Individual requests/needs should be discussed with the Manager.

Catering. We follow a well planned menu with regional variations. Good food, well cooked and well presented. However alternatives are available to cater for individual likes/dislikes and some dietary/cultural requirements. Please discuss further with the Manager.

Meals - Residents are encouraged to eat in the Dining Room as eating is a social occasion, but are welcome to eat in their rooms if they wish that additional privacy.

Meal Times - Approximately: this depends on client needs.

Approximate Times

Drinks and snacks are available throughout the evening and night.
Relatives are welcome to dine with you for a small charge and notice given to the kitchen staff.
The home offers breakfast, lunch and an evening meal with snacks and drinks provided each day and night.

Doctor. A Doctor is allocated to you if your own Doctor is unable to maintain his service due to the travelling distance from the surgery.

Nursing Intervention. Provided by the Community Nursing Services.
The following services are offered at the Home and these will incur an additional cost to yourself.

Hairdressing. A Hairdresser visits regularly and the price list is available on request.

Optician. Optical services are available.

Dentist. Dental services are available.

Chiropody. A private Chiropodist visits the home regularly. Should you require an NHS assessment our staff will be happy to advise you on this. (Free if referred by G.P.)

Newspapers/Magazines. These can be ordered and delivered daily, please arrange via the Manager.

VISITORS
The home operates an open visiting policy. However, due to security reasons, the front door is sometimes locked and it would be helpful if you could inform staff if your visitors plan to stay or visit late.
We encourage active involvement from our relatives and friends and any suggestion or comment they may have is most welcome. As stated, our Manager is more than happy to discuss concerns and to aid this process we hold regular Relatives Meetings.
We highly value the opinions of our residents therefore we hold Regular Residents meetings and details of dates and venue can be found for both Relatives and Residents Meetings on Notice Board opposite the boudoir on the ground floor.

FIRE, HEALTH AND SAFETY
Fire instructions are placed by each alarm and we would ask that all residents and visitors are familiar with them. A Fire Log Book is located in the Reception Area with details of evacuation procedures. Fire alarms are tested regularly.

We would ask visitors to complete the Visitors Book on arrival and departure.

Each 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.

Peasmarsh place has a comprehensive set of risk assessments in place in relation to accident and incidents.

COMPLAINTS
We are always pleased to have feedback on our services and should any resident/relative have cause for complaint we will investigate the matter fully. Please see our complaints procedure enclosed for further details.

FINANCIAL MATTERS
We are able to hold small sums of personal monies for you in the home safe. This should not exceed (£50.00) at one time. Please see our Administrator for information.

It is advisable that items of great value are not kept within the home. We realise that some items are of sentimental value. However we would refer you to the company's insurance details contained in the terms and conditions of your contract.

QUALITY ASSURANCE

The home is registered and inspected by The Care Quality Commission (CQC)

National Contact Centre
City Gate
Gallow Gate
Newcastle upon Tyne
NE1 4PE

Tel: 03000 61 61 61

Email contact: southeast@cqc.org.uk

We may also be inspected by the following professional bodies:

The Pharmacist
Fire Service
Health and Safety Executive
Environmental Health
Placement Officers/Care Managers
Company personnel
Training personnel
This list is not exhaustive.

Regular audits are undertaken by the General Manager to monitor care standards and services.. for example facilities, personal care, health and safety, and quality assurance.
Resident/Relative Satisfaction Surveys are routinely sent out to 10% of current residents on a random basis. These are returned to the Company's Head Office for the attention of the General Manager.
The questionnaires are then returned to the home following analysis by the General Manager. The survey results will be displayed in the reception area of the home for the benefit of residents, visitors and staff.

We do hope this information is of assistance to you and we look forward to welcoming you to Peasmarsh Place.

If you have not already seen a copy of the homes most recent inspection report, then please ask the Home Manager about this.
Copies are also available through public libraries and from the care commission offices. Some care commissions also publish these reports on their web sites.

HOW TO MAKE A COMPLAINT
It is our belief that any comments, whether these be positive or highlighting areas for improvement can help in the improvement of Quality Standards and we are always pleased to receive feedback on the service provision.

Should a resident, relative of a Resident or someone acting in the interests of a Resident have cause for complaint, we would be happy to investigate the matter fully, record the details and offer a detailed explanation of the incident/occurrence and advise on action that has been taken.
We confirm an initial response within 7 working days and a further response in conclusion of the investigation within 28 days of receipt detailing any action to be taken.
In the event of the complainant not being satisfied, the person will be advised that the matter can be referred to the General Manager at Head Office or the local area office of the National Care Standards Commission.

The relevant addresses are: