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Care Home: The Willows Care Home

  • 397 Midgeland Road Marton Moss Blackpool Lancashire FY4 5ED
  • Tel: 01253 693961
  • Fax: 0845 1305625

The Willows is situated on the outskirts of Blackpool in a rural setting. It is a detached single storey property, providing ten single rooms and one double for up to twleve people who require residential care. Many of the rooms overlook the large garden and orchard and have access directly onto the garden area. All rooms have en-suite facilities including a shower. There is a communal lounge and dining area as well as a conservatory. A bathing facility is available with a hoist for people with limited mobility. The home is equipped with aids and adaptations which meet the needs of people living there. The home has a Statement of Purpose and Service User Guide, which includes information about the service, care and qualifications and experience of the owner and staff and what people can expect if they choose to live at the home. Information received on the day of inspecting the service (08/12/09) told us the fees range from £383.00 to £495 per week. Additional costs may be incurred but are included in peoples individual contracts.

The Willows Care Home
  • Latitude: 53.776000976562
    Longitude: -3.0020000934601
  • Manager: Mr Mr Paul Swithenbank (Proprietor)
  • Price p/w: £439
  • UK
  • Total Capacity: 13
  • Type: Care home only
  • Provider: Olivia Josephine Care Limited
  • Ownership: Private
  • Care Home ID: 19356
Residents Needs:
Old age, not falling within any other category

Message from the provider:

The Willows is a privately family owned home, originally a bungalow and later extended. It offers a wide range of quality care services directed by Mr Paul Swithenbank, Chief Executive Office, and Lesley Humphrey RGN Head of Care.

Set in its own grounds, on the outskirts of Marton Moss, the home has a well maintained garden, a large orchard area and a large secluded patio. There is also a small car park, which can accommodate 6 cars in the grounds including disabled parking.

In addition, the location of the Home is close to the local stations, M61, M6, and M55 thus giving easy access to those visitors who have to travel some distance.

It is situated within a short bus ride to the local shops, library, hairdressers, surgery, pharmacy and several public houses.

Inside the Home, there is a quiet, happy and informal atmosphere in which each client chooses his or her own lifestyle.

Within reason and dependent on the clients wishes, there are no set times for visiting, meals, rising or going to bed.

We fully appreciate the trauma experienced by clients when moving from their own home into a care setting and sense of failure, frustration and even guilt experienced by their families.

Our roll is to build confidence, bring peace of mind to clients and relatives, so that the dignity and privacy of life will be maintained throughout its natural course.

Previous Inspections

This may not be the latest inspection for this service as we are having techinical problems updating from CQC - please check directly on the regulators website for the most recent report; bestcarehome hopes to be back to regular updates shortly.

For extracts, read the latest CQC inspection for The Willows Care Home.

Key inspection report Care homes for older people Name: Address: The Willows Care Home 397 Midgeland Road Marton Moss Blackpool Lancashire FY4 5ED     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Jacqueline Riley     Date: 1 7 1 1 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 25 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 25 Information about the care home Name of care home: Address: The Willows Care Home 397 Midgeland Road Marton Moss Blackpool Lancashire FY4 5ED 01253762554 08451305625 paul@hatpeg.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Olivia Josephine Care Limited Name of registered manager (if applicable) Mrs Susan Margaret Haughton Type of registration: Number of places registered: care home 13 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The registered person may provide the following category of service only: Care home only-code PC to service users of the following gender: Either Whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category - OP The maximum number of service users who can be accommodated is 13. Date of last inspection Brief description of the care home The Willows is situated on the outskirts of Blackpool in a rural setting. It is a detached single storey property, providing ten single rooms and one double for up to twleve people who require residential care. Many of the rooms overlook the large garden and orchard and have access directly onto the garden area. All rooms have en-suite facilities including a shower. Care Homes for Older People Page 4 of 25 Over 65 13 0 Brief description of the care home There is a communal lounge and dining area as well as a conservatory. A bathing facility is available with a hoist for people with limited mobility. The home is equipped with aids and adaptations which meet the needs of people living there. The home has a Statement of Purpose and Service User Guide, which includes information about the service, care and qualifications and experience of the owner and staff and what people can expect if they choose to live at the home. Information received on the day of inspecting the service (08/12/09) told us the fees range from £383.00 to £495 per week. Additional costs may be incurred but are included in peoples individual contracts. Care Homes for Older People Page 5 of 25 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: A key inspection of the home was undertaken which included an unannounced visit to the service on 17th November 2009 and lasted approximately five hours. It was the first inspection of the service since registration with the Care Quality Commission in May 2009. We spoke to a director of the service, four staff members, and a number of people using the service. In addition we received a number of surveys from people using the service. In general the comments were positive and some are included in the report. The care records and other records relating to the care people receive were looked at. We also looked around the home and spent some time talking to people who live there. Every year the person in charge or manager is asked to provide us with written information about the quality of the service they provide, and to make an annual assessment of the quality of their service. This document is called an Annual Quality Care Homes for Older People Page 6 of 25 Assessment (AQAA). We use this information, in part, to focus our inspection activity. Care Homes for Older People Page 7 of 25 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 25 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are admission and assessment procedures in place to ensure the care needs of people are being met Evidence: We looked at the records of three people living in the home. We saw they had assessment details from social workers and other healthcare professionals. The information we looked at shows the home is provided with a full history of the care and medical requirements of the person to be admitted so that they know what their needs are and whether they will be able to manage them. In addition the home has its own assessment format which they use to determine how the needs of the person will be met when admitted to the home. Staff we spoke to said they find the information useful and it informs them of the persons individual needs at the point of admission. People we spoke to said they had been given all the information they felt they needed before they came into the home, and that staff had been extremely helpful and made Care Homes for Older People Page 10 of 25 Evidence: them feel comfortable when they arrived. Comments included, they made me feel very comfortable, and showed me around the place so I knew where everything was. Care Homes for Older People Page 11 of 25 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Promotion of health is taken seriously, peoples welfare is monitored and their needs are met. Evidence: We looked at the care planning records for three people using the service. We found they have been reviewed were accurate and up to date. There was clear information about individual healthcare needs as well as how those needs are going to be met. The way the records are being developed means staff can follow the information easily. Comments from staff included, we put in a lot of the information about peoples needs onto the records, Other staff told us they find the records easy to follow which helps them maintain and provide the support people need. The records we looked at showed there are individual risk assessment in place, however they are being reviewed and in instances where a high level of risk is identified additional information is in place to show how this is being managed, with review dates for staff to follow. We saw risk is identified in a number of areas including moving and handling, nutrition, falls risk, and environmental risk. All records Care Homes for Older People Page 12 of 25 Evidence: were seen to have regular reviews so risk is being monitored and any changes are clearly recorded. We saw there is a good link between the home and other healthcare professionals, including doctors, district nurses, and social workers. The records we looked at show there is a good record of when people attend appointments and what the outcome is so that the staff team can monitor visits and help staff keep updated on any changes which may occur or any treatment which may be necessary. Staff told us they have good relationships with healthcare professionals, comments included, we have a good working relationship with them, and we share information so nothing gets missed. The way the home manages its medication procedures is good. We saw the home has dedicated storage facilities for all medication used by the home. Records we looked at showed medication is administered by senior staff and that the records were up to date. The three records we looked at showed prescribed medication corresponded with the administration sheets so people were receiving medication as prescribed. During observations made around the home we found two containers of prescribed cream in the bathroom. We say they must be stored with the medication so that it is safe and does not put people at risk. By making observations throughout the time spent at the home we confirmed staff respect peoples privacy and dignity by way of talking to people sensitively, and the way they went about assisting people. Staff spoken to said they would always respect a persons right to privacy and dignity. Comments included, I treat people as I would expect to be treated. We looked at how the home is implementing assessment of Deprivation of Liberty Safeguarding (DOLS) for each person, under the Mental Capacity Act 2005. The aim of this assessment is to identify if a person is being deprived of their liberty in any part of their life as part of their care planning. If this is identified an application for this to be monitored and reviewed must be made. To date there has been no assessment made and this is an area the home needs to consider developing. Care Homes for Older People Page 13 of 25 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Social activities and meals provide daily variation and interest for people living in the home. Evidence: We spoke to some of the people living at the home and staff about what the routines are. They told us they are flexible so people can choose how they want to spend their time. We saw people using the communal areas available to them and some choose to stay in their rooms and use the dining area at meal times. Comments included, I like to stay in my room and go to the dining room at mealtimes, where I can have a natter with people. I have everything I need in here its like my own little piece of home. The home is currently developing an activity programme which includes a variety of themes including entertainment, trips out and board games etc. People we spoke to said they had enjoyed a trip to the Illuminations, others said they like to do their own thing. Staff spoken to said they have the time to spend with people and there is now a designated activities coordinator who told us she is currently putting things in place so that people have a range of activities afforded to them. Staff said they respect peoples rights if they choose not to join in. Care Homes for Older People Page 14 of 25 Evidence: We spoke to people about meals in the home. They told us they enjoyed all the meals and the staff know if they dont like something. We spoke to the cook who was preparing lunch. They told us they use fresh ingredients wherever possible and they are provided with information about peoples individual nutritional needs when they are admitted, so they can identify any specific nutritional need if necessary. Care Homes for Older People Page 15 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Complaints are handled well and taken seriously ensuring people feel listened to. Staff have access to safeguarding protocols to protect people. Evidence: We looked at the homes complaints procedure. It is made available to people using the service so they know how to raise any concerns or complaints. Surveys we received told us people know how to make a complaint. People we spoke to said, I havent had to make a complaint but if I had to I would know what to do and who to talk to. We spoke to the owner and senior care about how people are protected and they told us staff receive training in safeguarding people. A staff record looked at showed this has taken place in July 2009. Staff we spoke to told us they are confident in how the home provides information on protecting people. I have received training in this area and know what to do should I suspect any form of abuse. There is one safeguarding investigation ongoing and the owner is working with the investigation team for a satisfactory outcome. One complaint has been made and was found to be unsubstantiated following investigations made. Care Homes for Older People Page 16 of 25 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in suitably adapted, clean and comfortable surroundings. Evidence: The home is situated in a rural position and surrounded by extensive grounds and an orchard, which people told us was pleasant and they enjoyed the views. We looked around the home during the inspection and found it to be clean and free from any odours. All rooms are on ground floor level with many of the bedrooms overlooking the garden. People we spoke to said they liked using their rooms as they were spacious and they had made them homely. Comments included, I like to have my own things with me and there is space here for that, I like to look out into the garden, I can feed the birds and watch them from the window. There is a large bathroom which has in place lifting equipment for people with limited mobility. All of the rooms have their own shower facilities in place for people to use if they are able to. The home is well furnished and decorated. The owner told us there is ongoing improvement for the interior of the home and this is included in the business planning of the service. People we spoke to told us, I like my room its cosy and I have what I want in it, I like to use my room as I please, its got everything I need. Care Homes for Older People Page 17 of 25 Evidence: There is a communal lounge with a dining area to the side, as well as a conservatory with seating and views over the patio and garden area. There is a range of seating for people in the lounge area so people have choice. There is also a range of mobility aids for people with mobility issues. We checked water temperatures and found them to be satisfactory, so people are not at risk. There have been handrails fitted along the corridors so people can move around the home with support. Comments included, I can get around myself now without relying on staff. Care Homes for Older People Page 18 of 25 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The procedures for recruiting staff are good, ensuring the safety and protection of people. People are supported by well trained and effective staff so their needs can be met. Evidence: We spoke to the owner and senior staff about how staff are deployed for the benefit of people using the service. We looked at the staffing rota which showed there are sufficient numbers of staff on duty at any one time so the needs of people living there can be met. We noted there have been some changes in the staff team and the staffing rota reflects the changes made so it is clear who is on duty at any one time and what their role is. We saw that there is a good skills mix on any one shift in order to provide consistent levels of support and for the staff team to develop further. Staff we spoke said they thought they were well supported, and listened to. Comments included, We work well together as a team, we are supported and know who to go to if we need advice. We looked at the homes training records and found this is being developed further so staff have the necessary training , including mandatory training in moving and handling, first aid, health and safety and safeguarding people. In addition all staff Care Homes for Older People Page 19 of 25 Evidence: either have a national care qualification or are currently undertaking training in a qualification. Staff spoken to said they are encouraged to attend training for their personal development. We looked at three staff files. They showed us staff are recruited safely using procedures which take into account, qualifications and experience, their suitability for the role, references, Protection of Vulnerable Adults (POVA), Criminal Record Bureau (CRB), in order to make sure people are protected. We found the recruitment application form asks for a ten year employment history. This should be a full employment history with any gaps explained so that there is a clear history of the applicants previous work experience. Care Homes for Older People Page 20 of 25 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is being run in the best interests of people who live there. Evidence: We found the home is being run on a day to day basis by the owner and senior care staff in the absence of the registered manager. The owner told us he is currently looking at staff skills and experience and utilizing the skills to manage the home. This is a short term measure in the absence of the registered manager. We looked at the systems in place and found they are currently being managed effectively and updated regularly. Staff we spoke to and surveys we received told us people are satisfied with the way the home is run. We looked at how the home gains the views of people using the service and found there are systems being put into place to record comments from people by way of meetings and questionnaires so that the views of people are taken into account. People we spoke to and comments we received told us people are satisfied with the Care Homes for Older People Page 21 of 25 Evidence: way they are cared for. Comments included, I have been here for a while now and I think they do a good job. We saw there is a clear line of management responsibility and staff communicated well with the owner throughout the inspection at the home. By looking at records we saw regular tests and servicing of essential equipment including lifting equipment, electric and fire were up to date. The homes gas certificate was out of date and must be updated so that the system is safe and people are protected. We were informed by the owner that this is to be carried out with immediate effect. Care Homes for Older People Page 22 of 25 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 25 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 9 13 All prescribed medication must be stored safely so that people are protected. By storing prescribed creams in the bathroom means that you are putting people at risk. 31/12/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 8 In order to meet the requirements of the Mental Capacity Act 2005, the home should consider implementing Deprivation Of Liberty Safeguards so that people are protected from having their liberty impeded. The home should ensure the application form asks for a full employment history with any gaps explained. 2 29 Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!

Other inspections for this house

The Willows Care Home 17/11/09

Residents and care package

  • Age range: 60-65
  • Gender: Male and Female
  • Couples Accepted
  • Capacity: 12
  • Single rooms: 12
  • Rooms ensuite: 12
  • Type of stay : Short stay, Long stay, Day care, Respite care, Trial stay
  • Local / Health Authority funding: Yes with a top-up

Care needs

  • Suitable for the people with: minimal care needs, moderate care needs , high care needs
  • Usually able to manage: Memory problems, Visual Impairment, Hearing Impairment, Hearing Impairment, Mobility Impairment, Incontinence

Quality and memberships

Investors in People

Other residents needs

  • Languages spoken: English
  • Religious affiliation: Other Christian
  • Other religious affiliation: All denominations are accepted
  • Religious services on site
  • Space for prayer/worship
  • Possibility of pets

Staffing

  • Manager has registered manager qualification
  • All residents have a named key worker
  • 50 percent staff achieving a national vocational qualification (NVQ) level 2

Activities and therapies

  • Weekly outings
  • Organised on site leisure activities
  • Physiotherapy
  • Able to keep own GP
  • Visiting Podiatrist
  • Counseling by arrangement
  • Therapeutic groups / workshops

Accommodation and catering

  • Can bring own furniture
  • Can decorate own room
  • Can have phone in own room
  • Can have television in own room
  • Garden for residents
  • Halal diet available
  • Kosher diet available
  • Vegetarian diet available
  • Can have meals in own room
  • Flexible meal times
  • Meals prepared on site
  • Residents consulted on menus

Building and location

  • Ground floor accommodation available
  • Wheelchair access : All resident areas
  • Close to: Bus stop, Shops, Pub, Social centre
  • Description of local area: Set in its own grounds, on the outskirts of Marton Moss, the home has a well maintained garden, a large orchard area and a large secluded patio. There is also a small car park, which can accommodate 6 cars in the grounds including disabled parking. In addition, the location of the Home is close to the local stations, M61, M6, and M55 thus giving easy access to those visitors who have to travel some distance. It is situated within a short bus ride to the local shops, library, hairdressers, surgery, pharmacy and several public houses. Inside the Home, there is a quiet, happy and informal atmosphere in which each client chooses his or her own lifestyle. Within reason and dependent on the clients wishes, there are no set times for visiting, meals, rising or going to bed. We fully appreciate the trauma experienced by clients when moving from their own home into a care setting and sense of failure, frustration and even guilt experienced by their families. Our roll is to build confidence, bring peace of mind to clients and relatives, so that the dignity and privacy of life will be maintained throughout its natural course.
  • Local Environ : Rural
  • Type of building : Conversion of modern building

Statement of Purpose

|Olivia Josephine Care Limited âThe Willowsâ 397 Midge land Road Matron Moss Blackpool Lancashire FY4 5ED Tel: 01253 762554 info@oliviacare.co.uk www.oliviacare.co.uk Service User Guide Mission Statement âIt is the aim of The Willows at Marton Moss to provide holistic care to all residents to a standard of excellence which embraces the fundamental principles of good care practice. This may be witnessed and evaluated through the practice, conduct and control of quality care in the home. It is a fundamental ethos that those who live in the home should be able to do so in accordance with the homes Statement of Purposeâ. Available in large print on request September 2010 v4 1 -18 |Olivia Josephine Care Limited Registered Provider Olivia Josephine Care Limited Head Office: Moorfields, 27 Park Road, Kirkham, Lancashire, PR4 2BJ Sole Director is:a) Paul Swithenbank MISMM MIPS Responsible Provider of Care b) Lesley Humphrey RGN Bsc (Hons) Company Secretary and Administrator c) Tracey Otterman G.Inst.L.Ex Relevant Qualifications & Experience a) Paul Swithenbank - MiSMM is a Food Technologist with over 23 years senior management experience, at Director level for the past 14 years. Former soldier who served with several battalions. He is founder, Chairman and Chief Executive Officer of Olivia Josephine Care Ltd. He is Chairman & Chief Executive Officer of CBC Ltd. A Company offering Purchasing Support Services to Care Homes nationally. Paul enjoys a challenge, and has recently completed the Blackpool Half Marathon and trekking parts of The Great Wall of China, completing 125 miles of the Great Wall in less than 5 days raising funds for his favourite charity. His passion though is good food, wine and motorcycling, having spent many years touring roads in Europe and Africa in search of some of the finest cuisine. His favourite place visited is Sri Lanka. His qualifications are:5 âOâ Levels 3 âAâ levels B/Tec National Certificate in Computer Science Member of the Institute of Professional Sales in England Wales & Scotland Member of the Institute of Sales & Marketing Management in England & Wales b) Lesley Humphrey - RGN Bsc (Hons) is an experienced qualified nurse who has spent most of her career in primary care. Lesley is Head of Care of Olivia Josephine Care Ltd. She is presently employed at NHS Blackpool as a Cardio Vascular Disease Co-ordinator, working within Primary Care. She also works part September 2010 v4 2 -18 |Olivia Josephine Care Limited time as a Community Specialist Practitioner for a GP Surgery nearby. She has held senior positions within care homes as Matron and Assistant Matron. Lesley has been a practice nurse for 15 years working in the Marton Moss area of Blackpool. Lesleyâs interests are, hill walking, climbing, camping, going to the gym, reading, national challenges i.e. The Yorkshire Three Peaks and West Highland Way Her qualifications are:5 âOâ Levels 2 CSEâs Registered General Nurse (RGN) Batchelor of Science Honours Degree (2-2) Sheâs a qualified Community Specialist Practitioner She is registered with the Nursing & Midwifery Council Cardio Vascular Disease Diploma and working towards Diabetes Diploma â completion 2011. C) Mrs Tracey Otterman - G.Inst.L.Ex qualified as an Enrolled Nurse General in 1983 from the Queen Elizabeth Hospital, Kings Lynn converting to Registered General Nurse in 1991 from The Humberside College of Health (not currently registered with the Nursing & Midwifery Council). She has gained nursing experience both in this country and the United States of America where she worked within a Neurology Practice. She decided to change careers and enrolled on a Personal Assistants Course at Bolton College in 1997. Whilst completing the PAâs Course she became interested in Law and therefore went on to study for 5 years qualifying as a Graduate Member of the Institute of Legal Executives. She has recently applied for her Fellowship. Since 2007 Tracey has worked in the Clinical Negligence Department, at JMW Solicitors, Manchester as a Nurse/Paralegal. In her spare time, Tracey volunteers for AvMA a National Charity, for medical accidents. She enjoys yoga, pilates, reading, the gym, and swimming. Her qualifications include:4 âOâ Levels and 2 CSEâs Registered General Nurse 1991 (not currently registered with the NMC) NVQ 3 Business Administration RSA 2 Text Processing, Audio Transcription September 2010 v4 3 -18 |Olivia Josephine Care Limited RSA 1 C.L.A.I.T Teeline Shorthand City & Guilds 9294 Tracey is a Graduate Member of Institute of Legal Executives. The Willows is a privately family owned home, originally a bungalow and later extended all the accommodation and resident bedrooms are situated on ground level with secure door access to the garden area. The Willows offers a wide range of quality care services directed by Mr Paul Swithenbank MinstSMM, Proprietor and his team, led by Mrs Lesley Humphrey RGN BSc (Hons) Head of Care. Set in its own grounds, on the outskirts of Marton Moss, the home has a well maintained garden, a large orchard area and a large secluded patio. There is also a small car park, which can accommodate 6 cars in the grounds including disabled parking. In addition, the location of the Home is close to the local stations, M61, M6, and M55 thus giving easy access to those visitors who have to travel some distance. It is situated within a short bus ride to the local shops, library, hairdressers, surgery, pharmacy and several public houses. Inside the Home, there is a quiet, happy and informal atmosphere in which each client chooses his or her own lifestyle. Within reason and dependent on the clients wishes, there are no set times for visiting, meals, rising or going to bed. We fully appreciate the trauma experienced by clients when moving from their own home into a care setting and sense of failure, frustration and even guilt experienced by their families. Our roll is to build confidence, bring peace of mind to clients and relatives, so that the dignity and privacy of life will be maintained throughout its natural course. We are continuously reviewing and extending our quality control procedures and systems, to ensure the highest standards are maintained. Achieved Skills Pledge Award July 2009 Achieved Investor in People Award April 2010 Retained 5****** Pet Care - Cinnamon Trust Awarded October 2010 September 2010 v4 4 -18 |Olivia Josephine Care Limited Statement of Purpose The Willows at Marton Moss purpose is to deliver a very high standard of care to all our residents in our home. Whether they require respite short term or permanent residence. We will always endeavour to provide a safe, warm, clean and friendly environment to all our residents, and assist you to lead a fulfilling life. Your rights, freedom of choice and dignity will be respected and honoured at all times, and we will assist you to continue to use the services offered in the community and also, provide a varied activities and entertainment programme. Investor in People Award. (IiP) The care home has been awarded Investors In People status to mark its commitment to training and development and best practice. Paul Swithenbank, Chief Executive Officer, said: IIP is the national standard which sets the level of best practice for improving an organisationâs performance through its employees, and we are delighted to have achieved this award in such a short time. I am grateful to all those involved in achieving the standard, and appreciate their commitmentâ. It is a credit to all staff that The Willows Care Home at Marton Moss has earned this award, it also reflects on the enthusiasm and commitment of staff to their workâ. Range of Care Available at The Willows. Day Care Day Care provides care for a person during the day. It is provided away from the persons home and transport could be arranged as part of the service. The purpose of day care - as part of Community Care - is to help people remain living at home as an alternative to living in some form of residential or nursing home.    Day care offers benefits both to the people who receive it and to any carers who look after them. Please enquire for further details. Respite Short-term care is offered when availability allows. We offer supportive care and physiotherapy for those requiring rehabilitation. These short breaks prove beneficial to both client and relatives, when continuous care is given in the clientsâ own home environment.   September 2010 v4 5 -18 |Olivia Josephine Care Limited Residential Provided for clients who need support, encouragement, companionship and security, and to retain their independence. Provided to all our clients in the latter stage of life, with compassion and understanding, offering counselling and employing the assistance of domiciliary services as required. End of Life Care Visitors It is the policy at The Willows that you should feel at home. With this in mind there are no restrictions on visiting and refreshments are always readily available. Friends and relatives are encouraged to visit, and take clients out for trips whenever it is convenient for them to do so. Assistance is given by staff to settle clients into cars and stow wheelchairs etc. Mobility equipment may be borrowed for short periods when required. For fire safety reasons, we ask that visitors use the entrance door situated in the car park only and sign the visitorâs book on arrival and departure so that we know how many people are on the premises if an emergency arises. For visitors who have travelled a long distance to be with seriously ill residents, arrangements can be made for overnight accommodation on the premises. Smoking The Willows operates a no smoking policy Pets Pet Friendly Care Homes â The Cinnamon Trust ***** (5 Star) What the Cinnamon Trust said about our Home There is currently one house cat, one cat owned by a resident and one budgie. A westie attends with her owner who comes to the home for respite care. Staff are willing to help with most pet care and fully appreciate the close bond between owner and pet. All rooms have their own external door leading to the homes large secure garden and orchard. Our assessor was very impressed commenting This is a lovely home with a friendly atmosphere and I feel animals would be well cared for and staff go above and beyond their call of dutyâ September 2010 v4 6 -18 |Olivia Josephine Care Limited We currently have two resident cats Blackie, and Ginge who have a wonderful time at The Willows. Pets are allowed in the residentsâ rooms only and not the communal areas of the care home. The home is pleased to have achieved the highest award possible through the Cinnamon Trust. Medical Services Clients are free to retain their own GP or may choose any of the local practitioners. Though you may wish to discus this with your own GP, as they may not attend the home due to logistical reasons. Clientâs medical condition is closely monitored and the qualified and experienced care staff, when deemed necessary will request visits from your GP. If clients or their relatives are concerned about their medical condition, they should discuss this with the Head of Care or Snr Care in charge, who will liaise with your GP. Please note as The Willows Care Home is non nursing, we would encourage complaints you may have concerning medical issues, to be directed to your family GP. Eye testing, dentistry, chiropody and hairdressing are available on the premises when required. If clients wish to continue using their own dentist etc, this can be arranged with the home. Please note, there may be an additional charge for some of the services listed above. Other visiting services include: GP, District Nurse, Community Psychiatric Nurse, Continence Nurse, Stoma Care Nurse and Macmillan Nurse. Bedrooms The Willows caters for 13 residents, 11 of which are single occupancy and one double bedroom. We generally care for no more than 12 residents at any one time. All rooms contain full en-suite facilities consisting of washbasin, shower and toilet. Each room is decorated to a high standard, fully carpeted and fitted with wardrobes, vanity unit, chest of drawers, bed and bedside table. We are currently refurbishing rooms when they become available. All rooms are provided with a television point, call system, fire detection, bed, and central heating with thermostatic controls. All rooms are situated on the ground floor and have their own door access, which leads to the garden and orchard area. Specialist equipment We may be able to provide specialist equipment, which we are happy to discuss this with you. Please note, additional charges may be made. September 2010 v4 7 -18 |Olivia Josephine Care Limited Lounges There is one large lounge, which contains a communal television, music centre and an assortment of books and magazines and a piano. There is also a Sun Lounge that over looks the garden area and orchard. Personal Possessions Whilst The Willows is fully furnished, we like to encourage a âHome From Homeâ atmosphere, so clients are welcome to bring small items of furniture, e.g. chair, TV, lamp, pictures, etc. Furniture and electrical items must comply with the fire and health and safety regulations. All electrical items over one year old must be checked first before Admission. On admission, a possessions list will be detailed. To ensure that this list is accurate, please inform us if you bring in any further items. Residentsâ personal possessions are insured, up to the value of £250 however, jewellery is not covered by the homeâs insurance. Security of valuable items is always a sensitive issue â in particular money and small items such as rings and watches which are easily misplaced. For this reason, we highly recommend insurance cover is obtained by your-self for personal items brought into the home and if so wished valuables can be deposited in our safe and recorded accordingly. We advise our residents only to carry a maximum of £10 in their wallet/purse and to place larger amounts in the lockable facilities provided. Gratuities Whilst it is not forbidden, clients are not expected to reward staff for friendship or work done. It is preferred that should any gratuity be given that it should be handed to the member of staff who will declare to a senior member of the gift: - i.e. Christmas times. Catering Services At the Willows we are focused on quality of food, nutrition, & food safety as standard. A range of well balanced appetising and nutritious meals are catered for in our home. We offer a comprehensive choice of menus, which are rotated four weekly. In total there are approximately 112 varied meals our residents can choose from each and every month. In addition to this, we also provide meals out of hours, and cater for special diets such as vegans, diabetics, and for those requiring a softer diet, we have texture-modified meals. To assist our residents who may be visually impaired, we have picture menus to assist at meal times. Fresh fruit such as apples, satsumaâs, bananas, and grapes are just a small selection of our seasonal local fruits. September 2010 v4 8 -18 |Olivia Josephine Care Limited During the summer months we pick apples pears, damsons and victoria plumbs from our orchard and make some really tasty pies. The home provides a dining room which clients are welcome to use for some, or all occasional meals. Clients may also have meals in their own rooms. Meals are normally served as follows: Breakfast 7.30am to 9.30am Morning Drinks 10.30am â 11am Lunch 12.30pm to 1.30pm Afternoon Drinks 3.30pm â 4pm High Tea 5 pm to 6 pm Evening Drinks and Snacks 7.30pm Meals can be taken at other times by prior arrangement. Special celebration parties are held for residents on birthdays and anniversaries when a cake will be provided. Larger parties can also be catered for on request. Lifting We have a no-lifting policy. A risk assessment will be carried out on all clients. One mobile hoist and various moving equipment are provided and all care staff are trained how to use the equipment. Physiotherapy Private physiotherapy may be arranged and charged to the individual resident. Physiotherapy fees are not covered in your standard care Home fees, and must be settled direct with the physiotherapist. Laundry A full personal laundry service is provided at no additional charge. To avoid loss, please ensure that your clothing is clearly marked with your name before admission. Whilst all reasonable precautions are taken we cannot accept responsibility for loss or damage to clothing. For practical reasons machine washable fabrics are preferred Hairdressing The hairdresser visits each week, and you may arrange with her to have your hair styled. Hairdressing fees are not covered in your standard care home fees, and must be settled direct with the hairdresser. September 2010 v4 9 -18 |Olivia Josephine Care Limited Shopping Local shopping can be arranged by a member of staff. If you are well enough, you may also be taken into town to do your own shopping. When transport and assistance is available trips further a field are undertaken. Bathing All rooms have their own shower facilities; however residents may use the communal bathroom if requested. Staff are always to hand, should assistance be required and frequency and timing are arranged with each individual client. The Call System (Installed November 2010) We have a comprehensive call system, which is state of the art, and only recently installed. This system gives you complete piece of mind, and is adaptable to your needs. Our call logging software, enables staff to record bedrooms visits, this is particularly helpful during night shifts. Activities Activities vary from Day to Day and are dependent on the time of year and topical events. The Social Activities Co-ordinator tries to accommodate all residents interests and will try to set up an activity on request. Painting has proved very popular amongst our Residents and most participate on the chosen day. During October, we will be arranging a trip around Blackpool illuminations with a fish & chip supper. A selection of books are available in the lounge area and the local library is within walking distance. You may also arrange to have newspapers and magazines delivered daily. In addition a selection of board games, cards etc. are available. We would like to encourage you to continue with any hobbies you may enjoy. Assistance will be given by staff as required. From time to time groups of residents have the opportunity to visit local places of interest etc. Several different professional entertainers also perform regularly at The Willows and their visits are well appreciated. September 2010 v4 10 -18 |Olivia Josephine Care Limited Religion There is no denominational bias within The Willows, residents are encouraged to follow the religion of their choice and many of the local Ministers visit the Home. Sometimes transport to and from services can be arranged. Maintenance There is an active ongoing programme of maintenance to ensure full safety for clients, visitors and staff. Only qualified personnel are used and whenever possible client choice is encouraged and recognised during redecoration. Fire Safety Every effort is made to minimise fire risks. Regular checks are made by the Fire Authorities. Regular tests are carried out by our trained maintenance staff and recorded appropriately on both detection and safety equipment. All staff are regularly trained in fire prevention, fire policy, location and use of equipment and fire escape routes. Due to the potential distress, we do not carry out routine evacuations. The fire alarms are tested on Wednesdayâs at 10am, and this will last approximately 20-30 seconds. General Information The Willows is an equal opportunities employer, carries full employee, public liability and professional indemnity insurance. The Willows operates an Employee Handbook, covering all aspects of entitlement, working and behavioural standards. It also operates a Health and Safety handbook, which includes a policy statement, information of products used, and first aid procedures. The Willows has a Health & Safety audit carried out by an independent company annually. All new employees are subject to an Enhanced Criminal Records Bureau check and undertake an induction programme before commencement of their employment. Our Training and Development Policy Statement â¦Olivia Josephine Care is a committed company with vision. Its success is due largely to the fact that we employ good talented people who offer their loyalty, commitment and hard workâ¦â Paul Swithenbank. CEO Olivia Josephine Care Limited. September 2010 v4 11 -18 |Olivia Josephine Care Limited At The Willows we offer Career opportunities for all good staff Olivia Josephine Care places great emphasis on supporting its employees; we provide a full induction training and development record and give all employees the chance to develop long-term careers appropriate to their abilities and ambitions. Our recruitment policy is to seek out and attract the very best people around - individuals who are practical, approachable and good communicators. Our people perform well at Olivia Josephine Care because they are given the space, time and responsibility to develop within a dynamic and cohesive team. Induction Training Having a structured approach to induction is an important matter. Equally important is recording it properly. Professional induction and training records are not only easy to use but provide the most logical way possible to record and evidence induction. After each induction undertaken by new staff, they will complete a small test, which is examined independently, and the pass mark is 80 . The main purpose of the induction process is to enable a new employee to become productive as quickly and effectively as possible. Each induction process will be tailored to the individual employee. Finally, soon after commencement of employment, each new starter will undertake a supervision. On the Job Training Very often, new skills can be gained as part of on the job training by recently trained and/or more experienced colleagues. Employees will undergo this kind of training from time to time throughout their employment with the Company. In House Training From time to time, the Company will perform its own training in house and organise internal training courses. This form of training will often be triggered by the introduction of new equipment and working methods, and will be arranged when on the job training cannot be supplied. External Training External training may be provided in a variety of forms ranging from short courses of a few hours duration, through to lengthy courses leading to the award of qualifications. Where necessary, the Company will arrange for employees to undertake external training where possible. September 2010 v4 12 -18 |Olivia Josephine Care Limited The home is committed to an on-going training programme of equal opportunities and non-discrimination for all. Staff Uniforms Snr Carer â Navy trousers, blue tunic with white piping Care Assistants â Navy trousers, white tunic with navy piping Housekeeping â Navy trousers, Lilac tunic with white piping All staff wear named badges for easy identification. Advocacy Those in our care are encouraged to manage their own financial affairs and decisions and we do not discourage them from doing so. On this basis they are self advocating. However a person may be, or become unable to exercise their rights to their best interests and a person or persons may be appointed to speak for them in their best interests. Such a person acting on the behalf of another in this way is known as their âadvocateâ. This may be a relative, friend or professional person such as a solicitor. It is our policy never to act as an advocate for a person in our care because of the potential for conflict of interest. The following agencies can act in advocacy on your behalf: Care Aware PO Box 8 Manchester M30 9NY Helpline: 08705 134925 www.careaware.co.uk Email: enquiries@careaware.co.uk Age UK Astral House 1268 London Road London SW16 4ER Free Helpline: 0800 00 99 66 www.ageuk.org.uk Cost of Private Care 1ST April 2010 â 31ST March 2011 Single en-suite room with shower £420 - £495 per person per week, depending on room size and care required. We have a small number of Local Authority funded places available at The Willows, and room prices start from £364.70. Please note, in most cases we will require a third party top up. September 2010 v4 13 -18 |Olivia Josephine Care Limited Fees are reviewed on a bi annual basis, clients will be informed of any increase at least four weeks prior to any change. Financial Advice No member of The Willows is licensed or qualified to offer personal or in depth financial advice but Management will always be prepared to discuss broad principle issues and the mechanisms of seeking appropriate authority support. Terms and Conditions of Residency Clients are issued with an agreement to ensure their terms and conditions of residency. A typical Agreement is as follows: This agreement is made between Olivia Josephine Care Limited of client (for Resident) Room No: 10 Garden Room (refurbished Room) Date Residency commenced: Day & Date Review after three weeks for continuing care. This contract is a legal agreement which sets out the terms and conditions of residency at the home. Introduction The Willows is a residential care home for the elderly and is registered by the CQC (Care Quality Commission). The home is designed to be your home from which you can run your life, do the things you want to do and make the most of your abilities. The home will do everything reasonably possible to accommodate and help you to pursue your interests, hobbies and other activities. The decision to become a resident is an important one and for this reason, the first four weeks of your stay should be considered a trial period. After this time the Management, relative and the resident will decide the suitability of The Willows in meeting your needs. Policy The Willows operates policies designed to comply with all relevant law and best practice. We will provide you with services that respect your privacy, dignity, independence, choice, rights and fulfillment. Assessment / Care Planning and Review Our aim is to plan your care based upon an assessment of your needs. The September 2010 v4 and: name 14 -18 |Olivia Josephine Care Limited home will adopt procedures to review your own situation regularly with the Head of Care and the Care Home Management at the home and other relevant professionals involved in your care. Confidentiality All personal records relating to you which are kept by the home will be kept strictly private and confidential. You are entitled to see such records should you wish to do so. Fees Payable at the beginning of the month by direct debit, fees vary depending on the size of rooms and care required, and are reviewed every six months. Fees include accommodation, full board, 24 hour personal care and normal laundry requirements, but exclude hairdressing, chiropody, shopping, toiletries and some outings. Personal effects Residents may bring with them some small personal items. Small pets are welcomed and encouraged. Residentsâ personal property is insured to the value of £250. If property of greater value is brought into the home, this should be covered by the residentâs own insurance. Every care is taken but residents are advised not to keep excessive sums of cash or valuable items in their rooms or lockers. Outings Visitors are encouraged to take residents out although they must advise the person in charge that they intend to do so. We do not accept responsibility for the resident during such outings. Smoking Due to Health & Safety, The Willows is a no smoking home, and residents re not permitted to smoke in their rooms. Complaints Any complaint by a resident or their relatives concerning the running of the home or the standard of care should be brought to the attention of the Management who will endeavor to resolve the problem. A record of all such complaints and the action taken will be kept for inspection by the Care Quality Commission. September 2010 v4 15 -18 |Olivia Josephine Care Limited Care Quality Commission (North West) Citygate Gallowgate Newcastle-upon-Tyne NE1 4PA Telephone: 03000 616161 e-mail: enquiries.northwest@cqc.org.uk Care at The Wilows Although it is the aim of the home to care for residents until End of Life, special circumstances, such as a continual need for medical or nursing care based upon assessment may make it necessary to ask the resident to leave The Willows, because the home is unable to provide for their needs in which case, four weeks notice will be given. In such circumstance assistance will be given in finding appropriate alternative accommodation. The Willows is a residential care home and as such is unable to offer nursing care. The home employs trained care assistants under the control of a professionally qualified Responsible Individual. Sufficient staff will be available at all times to accommodate residentsâ requirements. Your views will be sought in order that the level of care that you require can be agreed. All our staff are trained to care for you, to safeguard your rights and to respect your dignity and independence. If you are not satisfied with the conduct of staff please raise your concerns with the Management. Termination of the Agreement Residence in a residential home does not constitute a tenancy with the meaning of the rent act. We therefore, reserve the right to terminate the occupancy of a room at The Willows on formal written notice of four weeks. The circumstances in which these conditions would apply would only be where a resident became a serious risk to staff or other residents, or where a resident seriously disrupted the running of the home or caused unnecessary distress to the majority of residents. Equally, should a resident wish to terminate the occupancy of a room at The Willows, four weeks written notice must be given to the Management. Upon Death In the event of the death of a resident, the next of kin and/or the legal representative will be informed. The fees will remain payable until such time as the residentâs possessions have been completely removed from their room. Payment of Fees Residents fees are payable at the beginning of each month, in advance. September 2010 v4 16 -18 |Olivia Josephine Care Limited Charges will be reviewed six monthly and four weeks notice in writing will normally be given of increase Services not Included within the fees 1. Provision of residents clothing 2. Hairdressing 3. Newspapers and magazines 4. Personal toiletries 5. Individual physiotherapy 6. Eye testing, dentistry, chiropody 7. Personal taxiâs and taxiâs made during the course of hospital visits. 8. Long distance telephone calls 9. Alcohol 10. Cigarettes We will endeavour to accompany residents to hospital for outpatient appointments and emergencies. However, we would like to point out, due to staff availability at the time, this is not always possible and the responsibility remains with the family. This is not a conclusive list, and we reserve the right to make a charge for any items not included. Complaints Procedure Olivia Josephine Care Limited promote a policy that enables any Service User, Service Userâs representative or visitor to our home to lodge any concern or complaint about any aspect of our service. We aim to continually improve the service that we deliver by addressing complaints in a thorough, professional and timely manner. Should you wish to raise a concern or make a complaint, either verbally or in writing, please approach the management or senior person on duty who will receive your complaint which will then be recorded and dealt with immediately where possible. If your complaint can not be rectified immediately, or if your complaint is about a senior member of the team the complaint will then be passed onto the Head of Care at the earliest opportunity who will direct the responding action. Should you feel that the home has not dealt with your complaint appropriately you may contact the Head of Care directly at the following address: - September 2010 v4 17 -18 |Olivia Josephine Care Limited Lesley Anne Humphrey Head of Care Olivia Josephine Care Ltd Moorfields 27 Park Road Kirkham Lancashire PR4 2BJ You will receive a response to your complaint within 28 days. Alternatively you can report a complaint directly to the Care Quality Commission at the following address. However please note, they cannot investigate your individual complaint for you, so we would initially encourage you to follow the Companyâs internal complaints procedure first. CQC North West City gate Gallo gate Newcastle upon Tyne NE1 4PA If your complaint is still not resolved then please contact: The Local Government Ombudsman PO Box 4771 Coventry  CV4 0EH Paul Swithenbank CEO. Olivia Josephine Care Limited September 2010 v4 18 -18

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