Statement of Purpose - Chapel House Care

Specialist Dementia Care Homes

Statement of Purpose

Statement of Purpose

Chapel House Care Limited

T/A Plessington Court Care Home

Chapel House Nursing Home

Tel: 01513362323

Please visit our Website

www.chapelhouse.care

Introduction

Our Statement of Purpose is written to comply with Regulation 12 of the Care Quality Commission (Registration) Regulations 2009. We are required as a care service provider to produce and keep under review a statement that describes:

• our values, aims and objectives
• the services we provide to meet the needs of the people who use or might use the service
• information about our organisation
• the legal or registration status of our service
• the locations providing the organisation’s registered services (where there is more than one).

Background

Chapel House Care Ltd was formed in 2005 (Directors Cathrina Moore, Cornelius Moore & Imelda Moore) and initially traded as Plessington Court, which is a care home without nursing predominately providing care for people who live with dementia symptoms, this said we do provide care for those with physical disability in certain circumstances.

From 16^th August 2020 Chapel House Nursing Home also began trading under the same legal entity Chapel House Care Ltd. Chapel House Nursing Home is a Care Home with Nursing founded by the Moore Family in 1987.

Head office address is Based at the following address:

The Chapel House, Chapel House Lane, Puddington, Cheshire CH64 5SW email: admin@dementiaresourcecommunity.co.uk Telephone: 01513362323

The Moore family are actively involved in the day-to-day running of Plessington Court & The Chapel House. Cathrina Moore RMN RGN is the current Nominated Individual for Chapel House Care Ltd and Registered Manager for Plessington Court & Chapel House Nursing Home. Jackie Jones RGN is also a Registered Manager for Chapel House Nursing Home and has applied to the Care Quality Commission to be the Registered Manager for Plessington Court. Once this application process is complete Cathrina Moore will revert to the role of Nominated Individual for Chapel House Care Ltd.

This Statement of Purpose will be updated as each of these planned changes take place.

Values and Principles of Chapel House Care Ltd

The following statements reflect the values, principles and general aims of our care service in Plessington Court and care and nursing services in Chapel House.

• To focus on service users. We aim to provide personal care and support in ways which have positive outcomes for service users and promote their active participation.
• To ensure that we are fit for our purpose. We examine our operations constantly to ensure that we are successfully achieving our stated aims and purposes. We welcome feedback from our service users and their friends and relatives.
• To work for the comprehensive welfare of our service users. We aim to provide for each service user a package of care that contributes to his or her overall personal and healthcare needs and preferences. We will co-operate with other services and professionals to help to maximise each service user’s independence and to ensure as fully as possible the services user’s maximum participation in the community.
• To meet assessed needs. Before we provide services, we ensure that a potential service user’s needs and preferences are thoroughly assessed. We aim to ensure that the care the service provides meets the assessed needs of each service user, that needs are re-assessed as frequently as necessary, and that the care and support provided have the flexibility to respond to changing needs or requirements.
• To provide quality services. We are whole-heartedly committed to providing top quality services and to continuous improvement in the level of the care we offer.
• To employ a quality workforce. Standards for our managers and staff are based on the national occupational standards for the care industry set by the National Training Organisation.

Rights

We place the rights of residents/people who use our services at the forefront of our philosophy of care. We seek to advance these rights in all aspects of the environment and the services we provide and to encourage our residents to exercise their rights to the full.

Privacy

We recognise that life in a communal setting and the need to accept help with personal tasks are inherently invasive of a resident’s ability to enjoy the pleasure of being alone and undisturbed. We therefore strive to retain as much privacy as possible for our residents in the following ways.

• Giving help in intimate situations as discreetly as possible.
• Helping residents to furnish and equip their rooms in their own style and to use them as much as they wish for leisure, meals and entertaining.
• Offering a range of locations around the home for residents to be alone or with selected others.
• Providing locks on residents’ storage space, bedrooms and other rooms in which residents need at times to be uninterrupted.
• Guaranteeing residents’ privacy when using the telephone, opening and reading post and communicating with friends, relatives or advisors.
• Ensuring the confidentiality of information, the home holds about residents.

Dignity

Disabilities quickly undermine dignity, so we try to preserve respect for the intrinsic value of those who use our services in the following ways.

• Treating each resident as a special and valued individual.
• Helping residents to present themselves to others as they would wish through their own clothing, their personal appearance and their behaviour in public.
• Offering a range of activities which enables each resident to express themselves as a unique individual.
• Tackling the stigma from which our residents may suffer through age, disability or status.
• Compensating for the effects of disabilities which residents may experience on their communication, physical functioning, mobility or appearance.

Independence

We are aware that our residents/people who use our services have given up a good deal of their independence in entering a group living situation. We regard it as all the more important to foster our service users’ remaining opportunities to think and act without reference to another person in the following ways.

• Providing as tactfully as possible human or technical assistance when it is needed.
• Maximising the abilities our residents retain for self-care, for independent interaction with others, and for carrying out the tasks of daily living unaided.
• Helping residents take reasonable and fully thought-out risks.
• Promoting possibilities for residents to establish and retain contacts beyond the home.
• Using any form of restraint on residents only in situations of urgency when it is essential for their own safety or the safety of others.
• Encouraging residents to access and contribute to the records of their own care.

Security

We aim to provide an environment and structure of support which responds to the need for security in the following ways.

• Offering assistance with tasks and in situations that would otherwise be perilous for residents.
• Protecting residents from all forms of abuse and from all possible abusers.
• Providing readily accessible channels for dealing with complaints by residents.
• Creating an atmosphere in the home which residents experience as open, positive and inclusive.

Civil rights

Having disabilities and residing in a home can act to deprive our residents/people who use our services of their rights as citizens. We therefore work to maintain our service users’ place in society as fully participating and benefiting citizens in the following ways.

• Ensuring that residents have the opportunity to vote in elections and to brief themselves fully on the democratic options.
• Preserving for residents full and equal access to all elements of the National Health Service.
• Helping residents to claim all appropriate welfare benefits and social services.
• Assisting residents’ access to public services such as libraries, further education and lifelong learning.
• Facilitating residents in contributing to society through volunteering, helping each other and taking on roles involving responsibility within and beyond the home.

Choice

We aim to help our service users exercise the opportunity to select from a range of options in all aspects of their lives in the following ways.

• Providing meals which enable residents as far as possible to decide for themselves where, when and with whom they consume food and drink of their choice.
• Offering residents a wide range of leisure activities from which to choose.
• Enabling residents to manage their own time and not be dictated to by set communal timetables.
• Avoiding wherever possible treating residents as a homogeneous group.
• Respecting individual, unusual or eccentric behaviour in residents.
• Retaining maximum flexibility in the routines of the daily life of the home.

Fulfilment

We want to help our service users to realise personal aspirations and abilities in all aspects of their lives. We seek to assist this in the following ways.

• Informing ourselves as fully as each resident wishes about their individual histories and characteristics.
• Providing a range of leisure and recreational activities to suit the tastes and abilities of all residents, and to stimulate participation.
• Responding appropriately to the personal, intellectual, artistic and spiritual values and practices of every resident.
• Respecting our residents’ religious, ethnic and cultural diversity.
• Helping our residents to maintain existing contacts and to make new liaisons, friendships, and personal or sexual relationships if they wish.
• Attempting always to listen and attend promptly to any resident’s desire to communicate at whatever level.

Diversity

We aim to demonstrate that we welcome and celebrate the diversity of people in our community and in this home. We try to do this by:

• positively communicating to our service users that their diverse backgrounds enhance the life of the home
• respecting and providing for the ethnic, cultural and religious practices of service users
• outlawing negatively discriminatory behaviour by staff and others
• accommodating individual differences without censure
• helping service users to celebrate events, anniversaries and festivals that are important to them.

Safeguarding

We aim to make the safeguarding of our service users an utmost priority and seek to comply with all legal requirements in our safeguarding practices. We therefore work closely with Cheshire West & Chester safeguarding adults’ board over any issues relating to the safety of its service users from any kind of harm and the CQC where involved.

Quality care

We wish to provide the highest quality of care, and to do this we give priority to a number of areas relating to the operation of the home and the services we provide.

Choice of home

We recognise that every prospective resident should have the opportunity to choose a home which suits their needs and abilities. To facilitate that choice and to ensure that our residents know precisely what services we offer, we will do the following.

• Provide detailed information on the home by publishing a statement of purpose and a detailed service user guide/information about the home.
• Give each resident a contract or a statement of terms and conditions specifying the details of the relationship.
• Ensure that every prospective resident has their needs expertly assessed before a decision on admission is taken.
• Demonstrate to every person about to be admitted to the home that we are confident that we can meet their needs as assessed.
• Offer introductory visits to prospective residents and avoid unplanned admissions except in cases of emergency.

Personal and healthcare

We draw on expert professional guidelines for the services the home provides. In pursuit of the best possible care we will do the following.

• Produce with each resident, regularly update, and thoroughly implement a service user plan of care, based on an initial and then continuing assessment.
• Seek to meet or arrange for appropriate professionals to meet the healthcare needs of each resident.
• Establish and carry out careful procedures for the administration of residents’ medicines.
• Take steps to safeguard residents’ privacy and dignity in all aspects of the delivery of health and personal care.
• Treat with special care residents who are dying, and sensitively assist them and their relatives at the time of death.

Lifestyle

It is clear that service users may need care and help in a range of aspects of their lives.

To respond to the variety of needs and wishes of service users, we will do the following.

• Aim to provide a lifestyle for residents which satisfies their social, cultural, religious and recreational interests and needs.
• Help residents to exercise choice and control over their lives.
• Provide meals which constitute a wholesome, appealing and balanced diet in pleasing surroundings and at times convenient to residents.

Concerns, complaints and protection

Despite everything that we do to provide a secure environment, we know that residents may become dissatisfied from time to time and may even suffer abuse inside or outside the home. To tackle such problems we will do the following.

• Provide and, when necessary, operate a simple, clear and accessible complaints procedure.
• Take all necessary action to protect residents’ legal rights.
• Make all possible efforts to protect residents from every sort of abuse and from the various possible abusers.

The environment

The physical environment of the home is designed for residents’ convenience and comfort. In particular, we will do the following.

• Maintain the buildings and grounds in a safe condition.
• Make detailed arrangements for the communal areas of the home to be safe and comfortable.
• Supply toilet, washing and bathing facilities suitable for the residents for whom we care.
• Arrange for specialist equipment to be available to maximise residents’ independence.
• Provide individual accommodation to a high standard.
• See that residents have safe, comfortable bedrooms, with their own possessions around them.
• Ensure that the premises are kept clean, hygienic and free from unpleasant odours, with systems in place to control the spread of infection.

Staffing

We are aware that our staff will always play a very important role in service users’ welfare. To maximise this contribution, we will do the following.

• Employ staff in sufficient numbers and with the relevant mix of skills to meet service users’ needs.
• Provide at all times an appropriate number of staff with qualifications in health and social care as required.
• Observe recruitment policies and practices which both respect equal opportunities and protect service users’ safety and welfare.
• Offer our staff a range of training which is relevant to their induction, foundation experience and further development.

Management and administration

We know that the leadership of the service is critical to all its operations. To provide leadership of the quality required, we will do the following.

• Always engage as registered manager a person who is qualified, competent and experienced for the task.
• Aim for a management approach that creates an open, positive and inclusive atmosphere throughout the business.
• Install and operate effective quality assurance and quality monitoring systems.
• Work to accounting and financial procedures that safeguard service users’ interests.
• Offer residents appropriate assistance in the management of their personal finances.
• Supervise all staff and voluntary workers regularly and carefully.
• Keep up-to-date and accurate records on all aspects of the home and its residents.
• Ensure that the health, safety and welfare of service users and staff are promoted and protected.

The Underpinning Elements

A series of themes both cut across and underpin the aims we have relating to the rights of residents and quality care.

Focus on service users

We want everything we do in the home to be driven by the needs, abilities and aspirations of our residents, not by what staff, management or any other group would desire. We recognise how easily this focus can slip and we will remain vigilant to ensure that the facilities, resources, policies, activities and services of the home remain resident-led.

Fitness for purpose

We are committed to achieving our stated aims and objectives and we welcome the scrutiny of our service users and their representatives.

Comprehensiveness

We aim to provide a total range of care, in collaboration with all appropriate agencies, to meet the overall personal and healthcare needs and preferences of our residents.

Meeting assessed needs

The care we provide is based on the thorough assessment of needs and the systematic and continuous planning of care for each resident.

Quality services

We are aiming for a progressive improvement in the standards of training at all levels of our staff and management.

Facilities and Services of the Plessington Court

The management’s qualifications and experience:

Directors

Mr. C.W. Moore qualified psychiatric nurse, Mrs. I.M. Moore qualified psychiatric nurse & Mrs. C.M. Moore Registered Mental Nurse & Registered General Nurse.

Nominated Individual and Registered Manager for Plessington Court

Cathrina Moore

Professional Qualifications; Diploma (Nursing Studies) R.M.N & R.G.N

Masters Modules: Admiral Nurse Framework Worcester, Dementia Studies, The experience of Dementia Bradford University.

BSc (Hons) Professional Practice (Nursing Older People)

Management Qualifications: National Examinations Board Supervisory Management (NEBSM),

NEBOSH Level 3 certificate in Occupational Health and Safety.

City & Guilds 706/1 & 706/2, Cookery for the caring industry. City & Guilds 708/1, Accommodation Services. The Royal Institute of Public Health and Hygiene. Food Hygiene & Handling of Food. MUST Training, Montessori for older people Certified, Dementia Friends Champion, Improving Services for LGBT+ Older People, QA Level 2 Award in first aid at work (QCF).

Employment History (In summary only)

Student Nurse – West Cheshire Hospital

Staff Nurse R.M.N– Leighton Hospital

Staff Nurse R.M.N – Clatterbridge Hospital

Community Psychiatric Nurse R.M.N – Wirral NHS Trust

Student Nurse R.G.N – Countess of Chester Hospital

Specialist Nurse R.M.N R.G.N – Memory Clinic Chester

Care Manager R.M.N R.G.N – The Chapel House

Registered Manager – Plessington Court & Chapel House

Registered Manager (Application pending with CQC)

Jackie Jones

Professional Qualifications; Diploma (Nursing Studies) R.G.N

Management Qualifications: Level 5 in Leadership for Health & Social Care

Training: Mental Health First Aid, Oral health, MUST, Improving Services for LGBT+ Older People, Verification of Death, Montessori for older people, Dementia Friends Champion, First Aid at Work

Employment History (In summary only)

Student Nurse- APH Hospital

Staff Nurse- Orthopedics Musgrove Park Hospital

Staff Nurse- Orthopedics Arrowe Park Hospital

Deputy Manager- Derwent Lodge

Home Manager- Lazayne Nursing Home

Home Manager- Derwent Lodge

Registered Manager- Orchard Manor Care Home

The home’s staff

The home’s total staff establishment is 13.5 whole time staff, of whom 11.5 have duties involving direct care for service users. The relevant qualifications and experience of the care staff are as follows:

1x Lead Senior -NVQ Level 3

4 x Senior Carers- NVQ level 3

3 x Health Care Assistants NVQ Level 3

3 x Trainee Senior Carers- Working towards NVQ Level 3

2 x Care Assistants

1 x Breakfast Assistant

Additional Staff

1.2 x Housekeeping Staff

1 x Activities Coordinator

2 x Animation Staff

The organisational structure of the home

The home operates a line of staff accountability based on the organisational structure detailed below:

Service users accommodated

The home provides care and accommodation for older people. We provide a service for people living with dementia symptoms. The home is registered to take 10- 20 Service Users as we have one room that can be shared by a couple or same sex sibling should they make a positive choice to share.

The range of needs met at Plessington Court

The home aims to provide a service for older people who have a dementia diagnosis or a physical disability, the home can cater for individuals who have mild to moderate disability weather this is physical or cognitive. The home cannot provide complex care where specialist nursing input is required on a regular basis. This said it is always hoped that Plessington Court can offer a home for life providing holistic care for individuals with advanced dementia/ frailty. The home has adopted the six steps approach to end of life care having worked with the End of Life Partnership to enhance our team’s ability to respond to individual, family needs and their own needs during this period of care.

Residents requiring nursing

Plessington Court does not employ appropriate staff to provide nursing for any residents who need nursing care. This can be provided at Chapel House Nursing Home.

Admissions

Under government regulations, potential residents must have their needs thoroughly assessed before entering this home; this is intended to provide each service user and their representatives with the best possible information on which to make an informed choice about their future.

For potential residents who are already in touch with social services or social work department, the initial assessment will be undertaken as part of the care management process, but we also need to assure ourselves and the service user that Plessington Court is suitable for them.

For potential residents who approach the home direct, appropriately trained staff will make a full assessment of need requesting, with the service user’s or their nominated legal representatives permission, on specialist advice and reports as necessary.

The assessment covers a range of health and social needs set out in CQC guidance. All information will be treated confidentially. The assessment process helps the home’s staff to be sure that the home can meet a potential resident’s requirements and to make an initial plan of the care we will provide.

We will provide prospective residents with as much information as possible about the home to help them make a decision about whether or not they want to live here. We offer the opportunity for a prospective resident to visit the home, join current residents for a meal and move in on a trial basis. Day time short visits of 2.5 hours are free of charge, day long visits can be provided at the current day care rate £59.40 per day to £63.98 (please note we cannot offer day care during the current pandemic).Trial periods can be arranged based on the room fee; all residents who are admitted to the home have a six-week trial period to establish if the home is right for the individual and the home. We are happy for a prospective resident to involve their friends, family or other representatives in seeing the home and the care and facilities we can provide before making the final decision about admission. Respite care can be provided on an ad hock basis if you are looking to pre book we cannot facilitate this, if we have a bed vacancy and respite is needed we will look to assist subject to a risk assessment for Covid-19 being carried out to promote the welfare of our residents and those seeking Care.

If we feel the home is not suitable for an individual, we will try to give advice on how to look for help elsewhere.

If, exceptionally, an emergency admission must be made, we will inform the new resident within 48 hours about key aspects, rules and routines of the home and carry out the full information and assessment process within five days.

Social activities, hobbies and leisure interests

We try to make it possible for our residents to live their lives as fully as possible. We do the following:

• We aim as part of the assessment process to encourage potential residents to share with us as much information as possible about their social, cultural and leisure interests, as a basis for helping them during their period of residence in the home. We ask residents or their representatives to complete a life story book and activities planner prior to admission the templates for these documents are on our website: https://www.dementiaresourcecommunity.co.uk/drc-member-registration/
• We try to help residents to continue to enjoy as wide a range of individual and group activities and interests as possible both inside and outside the home, to carry on with existing hobbies, pursuits and relationships, and to explore new avenues and experiences. All residents are entitled to use the dining room, the communal lounges, other sitting and circulating areas, and the grounds of the home, but those who wish to may remain in their own rooms whenever they like. Residents are encouraged to personalise their own rooms with small items of furniture and other possessions, and we try to follow individual preferences in matters of decoration and furnishings.
• We have a home activity coordinator and animation team members who ensure we have a full and varied activities programme with regular music, movement, hobby-based activities. They coordinate parties, outings, entertainers and events involving other organisations or volunteers, and specialist facilities. We hope that friendships among residents will develop and that residents will enjoy being part of a community, but there is no compulsion on a resident to join in any of the communal social activities.
• We have facilities including a beauty area, mobile library, a quiet room, an OMI table for sensory stimulation, we use the dining room in between meals for craft groups, we have landline & mobile telephones for voice and video calls, internet access for skype and Zoom etc. We have extensive grounds with outdoor seating and wheelchair accessible routes. We also have our own dementia inclusive community café.
• To assist with the home’s social programme, we have an activities coordinator and two assistants (Animation Team). A community musician and an Art therapist available to work with residents. We have a small selection of daily newspapers and links with a local nursery.
• We recognise that food and drink play an important part in the social life of the home. We try to provide a welcoming environment in the dining room and to ensure that meals are pleasant unhurried occasions providing opportunities for social interaction as well as nourishment. As far as possible, we encourage residents to choose where they sit in the dining room, and meals can be served in residents’ own rooms if desired.
• Three full meals are provided each day, there is a regularly changed menu for lunch and the evening meal, residents are always offered a choice at meals there are always other options to offer and we take in to account particular foods residents like adding them to our shopping lists , we cater for special and therapeutic diets as advised by specialist staff and as agreed in each resident’s care plan, and care staff are available to provide discreet, sensitive and individual help with eating and drinking for those needing it. Snacks and hot and cold drinks are available at all times. We aim to make all of the food and drink we provide attractive, appealing and appetising, and to mark special occasions and festivals by decorating the dining room and by having the right foods to mark special occasions.
• We try to ensure that the home is a real part of the local community, so in principle we encourage visitors to the home such as local councilors, members of parliament, representatives of voluntary organisations, students, school children and others. Naturally, we respect the views of service users about whom they want to see or not to see.
• We recognise that risk-taking is a vital and often enjoyable part of life and of social activity and that some residents will wish to take certain risks despite or even because of their disability. We do not aim, therefore, to provide a totally risk-free environment though we take care to ensure that residents are not subjected to unnecessary hazards. When a service user wishes to take part in any activity which could involve risk, we will carry out a thorough risk assessment with that individual, involving if they so desire a relative, friend or representative, and will agree and record action which will appropriately balance the factors involved. Such risk assessments will be regularly reviewed, with the participation of all parties, in the light of experience.
• For the benefit of all residents and staff, we have designated the home as non-smoking. Residents who wish to may smoke can do so outdoors, we always make it clear this is a non-smoking environment for everyone’s comfort and safety.
• We may make a charge associated with some social activities and services; where this applies, the details will be made clear to the service user in advance.
• Consult service users about the way the home operates, what they like and what they would like to change.

We aim to give residents opportunities to participate in all aspects of life in the home. In particular, they are regularly consulted both individually and corporately about the way the home is run. We have monthly residents’ meetings and quarterly family meetings, opportunities for residents to join staff meetings, we have systems for involving residents in staff selection, menu planning, reviews of policies, etc. We also have resident satisfaction surveys from time to time. Our objective is always to make the process of managing and running the home as transparent as possible, and to ensure that the home has an open, positive and inclusive atmosphere.

Consultation with residents and their representatives

We try to consult users as fully as possible about all aspects of the operation of the home and the care provided. In particular, we have a suggestions box, talking groups and family satisfaction questionnaires. We have recently started using survey monkey to gain feedback which thus far is working well.

Fire precautions, associated emergency procedures and safe working practices

All residents are made aware of the action to be taken in the event of a fire or other emergency, and copies of the home’s fire safety policy and procedures are available on request. The home conforms to all relevant government guidance on promoting and protecting the health, safety and welfare of service users and staff.

Arrangements for religious observances

Residents who wish to practise their religion will be given every possible help and facility. In particular, we will do the following.

• We will try to arrange transport for residents to any local place of worship if required.
• If asked to we will make contact with any local place of worship on a service user’s behalf. We can usually arrange for a minister or a member of the relevant congregation to visit a service user who would like this.
• In the public areas of the home, we celebrate the major annual Christian festivals and we will always observe other faith festivals based on residents beliefs . Residents have the opportunity to participate or not as they wish.
• Particular care will be taken to try to meet the needs of residents from minority faiths. These should be discussed with the manager before admission.

Relatives, friends and representatives

• Residents are given every possible help to maintain the links they wish to retain with their families and friends outside the home but can choose whom they see and when and where.
• We are supporters of John’s Campaign and value the input of those who are important to our residents:

“Family (or Family of Choice) have the knowledge & expertise on how to make a positive difference to those we care for. We encourage Family involvement in planning and delivering person centred outcomes. Open visiting helps maintain Family involvement & engagement. Our Admiral Nurse team can provide family support too”

• If a resident wish, their friends and relatives are welcome to visit at any time convenient to the resident and to become involved in daily routines and activities. [Insert details of meals at which visitors are welcome, any guest room or other overnight accommodation which is available, any space in the home where residents may entertain visitors privately and any charges involved.]
• If a resident wishes to be represented in any dealings with the home by a nominated friend, relative, professional person or advocate, we will respect their wishes and offer all necessary facilities.

Concerns and complaints

The management and staff of the home aim to listen to and act on the views and concerns of residents and their representatives and to encourage discussion and action on issues raised before they develop into problems and formal complaints. We therefore welcome comments and suggestions from service users and their representatives, friends and relatives. Positive comments help us to build on our successes, but we can also learn from comments which are critical. We undertake to look into all comments or complaints as quickly as possible and to provide a satisfactory response.

Anyone who feels dissatisfied with any aspect of the home should, if possible, raise the matter in the first instance with a responsible member of staff. It may be that the staff member can take immediate action to respond, and if appropriate apologise. If the complainant feels uncomfortable about raising the behaviour of a particular member of staff with the individual directly, they should approach someone more senior. Any staff member receiving a complaint about themselves or a colleague will try to sort out the matter as quickly as possible.

If anyone who is dissatisfied with any aspect of the home feels that when they raised the matter informally it was not dealt with to their satisfaction or they are not comfortable with the idea of dealing with the matter on an informal basis, they should inform the manager of the home that they wish to make a formal complaint. The manager will then make arrangements to handle the complaint personally or will nominate a senior person for this task.

The person who is handling the complaint will interview the complainant and will either set down the details in writing or provide the complainant with a form for them to do so. The written record of a complaint must be signed by the complainant, who will be provided with a copy, together with a written acknowledgment that the complaint is being processed, outlining the timescale for responding. The complainant will be informed of their right at any stage to pursue the matter with the CQC and will be given details of how the CQC can be contacted.

The person handling the complaint will then investigate the matter, interviewing any appropriate staff. If it is necessary to interview other service users or anyone else, the complainant’s permission will be sought. Complaints will be dealt with confidentially and only those who have a need to know will be informed about the complaint or the investigation. The investigation will be completed within 28 days unless there are exceptional circumstances, which will be explained to the complainant. As soon as possible the person investigating the complaint will report back to the complainant, explaining what they have found and providing them with a written copy of their report.

The person who investigates a complaint will initiate any action which needs to be taken in response to their findings, will inform the complainant about any action, and will apologise or arrange for an apology if that is appropriate. We hope that this will satisfy the complainant and end the matter. If the complainant is satisfied, they will be asked to sign a copy of the report of the investigation and the action taken.

If a complainant is not satisfied with the investigation or the action taken, they will be informed of their right to pursue the matter with the CQC. [Insert here details of any other complaints appeals procedure which is in place.]

Service user plan of care

At the time of a new resident’s admission to the home, we work with the service user, and their friend, relative or representative if appropriate, to draw up a written plan of the care we will aim to provide. The plan sets out objectives for the care and how we hope to achieve those objectives, and incorporates any necessary risk assessments.

Once a month, we review each person’s plan together, setting out whatever changes have occurred and need to occur in future. From time to time further assessments of elements of the person’s needs are required to ensure that the care we are providing is relevant to helping the resident achieve their full potential.

Every resident has access to their plan and is encouraged to participate as fully as possible in the care planning process.

Rooms in the home

The home has 19 bedrooms for residents, of which 18 are for single occupation. The residents’ private rooms are as follows:

We have a variety of rooms all our bedrooms at Plessington Court are have an en-suite, all with the exception of one have either a shower or a bath.

Accommodation is arranged over two floors as follows:

Ground Floor:

Entrance Hall with feature Oak stair case and mezzanine Reception/Mangers Office Morning Room Clinic Room Dry Goods Stores Kitchen Dinning Room Lounge Rear Feature Oak Stair Case Resident Toilet (1) Resident Toilet (2) and Shower (wet room) Sluice Single Bedrooms, En-Suite with toilet, wash hand basin and shower x 4 Single Bedroom, En-Suite with toilet, wash hand basin and bath x 1 Single Bedroom, En-Suite with toilet and wash hand basin x 1 Assisted W/C with toilet (3),Assisted Bathroom (1) Visitors Toilet (1) (Disabled access toilet facilities also available for visitors) Staff Facilities (Restroom and Toilets) 13 Person Passenger Lift, access to all first floor rooms.

First Floor

Balcony with seating area overlooking woodlands and the Dee Estuary Single Bedrooms, En-suite with toilet, wash hand basin and shower x 8 Suited Bedroom with additional seating area, En-suite with toilet, wash hand basin and shower x 1 Single Bedroom, Large En-suite with toilet, wash hand basin and bath x 1 Companion Suite (1-2 Residents), En-suite with toilet, wash hand basin and Bath x 1 (This room has double the useable floor space of a standard single room) Suited Bedroom with enclosed balcony for those who would truly appreciate the countryside and wild life views in safety. These rooms have a larger floor area and En-suite with toilet, wash hand basin and shower x 2 Residents Toilet (1) Sluice Stores x 3 Assisted bathroom with exceptional floor space for easy access for disabled users with WC (1), wash hand basin and bath. Feature Oak Staircase returns you to the Ground Floor

Plessington Court has been built to meet all the current legislation for residents’ safety and accessibility.

Therapeutic techniques

The home can offer the following specific therapeutic techniques Reflexology, Montessori for Positive Dementia Care, Namaste Care, Art Therapy, Music Therapy and Music for Therapy.

Privacy and dignity

The home places a high value on respecting the privacy and dignity of the people who live here. The detailed measures we take are set out in the paragraphs headed respectively Privacy and Dignity at the beginning of this document.

Facilities and Services of the Chapel House Nursing Home

The management’s qualifications and experience:

Partners

Mr. C.W. Moore qualified psychiatric nurse, Mrs. I.M. Moore qualified psychiatric nurse & Mrs. C.M. Moore Registered Mental Nurse & Registered General Nurse.

Nominated Individual Mrs Imelda Moore (Mrs Moore has applied to deregister from 16.08.2020) Chapel House Care Ltd will become the Provider for this Service.

Registered Manager for Chapel House Nursing Home

Cathrina Moore

Professional Qualifications; Diploma (Nursing Studies) R.M.N & R.G.N

Masters Modules: Admiral Nurse Framework Worcester, Dementia Studies, The experience of Dementia Bradford University.

BSc (Hons) Professional Practice (Nursing Older People)

Management Qualifications: National Examinations Board Supervisory Management (NEBSM),

NEBOSH Level 3 certificate in Occupational Health and Safety.

Employment History (In summary only)

Student Nurse – West Cheshire Hospital

Staff Nurse R.M.N– Leighton Hospital

Staff Nurse R.M.N – Clatterbridge Hospital

Community Psychiatric Nurse R.M.N – Wirral NHS Trust

Student Nurse R.G.N – Countess of Chester Hospital

Specialist Nurse R.M.N R.G.N – Memory Clinic Chester

Care Manager R.M.N R.G.N – The Chapel House

Registered Manager – Plessington Court & Chapel House

Registered Manager (Application pending with CQC)

Jackie Jones

Professional Qualifications; Diploma (Nursing Studies) R.G.N

Management Qualifications: Level 5 in Leadership for Health & Social Care

Training: Mental Health First Aid, Oral health, MUST, Improving Services for LGBT+ Older People, Verification of Death, Montessori for older people, Dementia Friends Champion, First Aid at Work

Employment History (In summary only)

Student Nurse- APH Hospital

Staff Nurse- Orthopedics Musgrove Park Hospital

Staff Nurse- Orthopedics Arrowe Park Hospital

Deputy Manager- Derwent Lodge

Home Manager- Lazayne Nursing Home

Home Manager- Derwent Lodge

Registered Manager- Orchard Manor Care Home

The organisational structure of the home

The home operates a line of staff accountability based on the organisational structure detailed below:

The shifts worked are on a roister basis working from 8am to 8pm, 8am to 2pm or 2pm to 8pm for day duties and 8pm to 8am for night duties all night duties are waking nights we do not have sleep over shifts. We currently require 24 whole time equivalent staff to meet residents needs.

Admissions

Under government regulations, potential service users need to have their needs thoroughly assessed before entering a home; this is intended to provide each service user with the best possible information to provide each service user with the best possible information on which to make an informed choice about their future.

For potential service users who are already in touch with social services, the initial assessment will be undertaken by them as part of the care management process, but we also would also need to ensure the service user and ourselves that the home is suitable for them.

For potential service users who approach the home direct, appropriately trained staff will make a full assessment of need, with the service users or with their representatives if this is more appropriate, requesting specialist advice and reports as necessary.

The assessment will cover the range of health and social needs set out of the department of health guidance. All information will be treated with confidentiality. The assessment process helps the homes management ensure that the home can meet a potential service users’ requirements and to make an initial plan of care for us to provide.

We will provide prospective service users with as much information as possible about the home, to help them make a decision about whether or not they want to live here. We offer the opportunity for a prospective service user to visit the home, we actively encourage this, to join other service users for a meal and move in on a trial basis. Trail visits are subject to negotiation and any costs involved would be made clear from the onset. We are happy for a prospective service user to involve their friends, family or other representatives in seeing the home, the care and the facilities we provide before making a final decision about admission.

If we feel the home is not suitable for a particular reason, we will try to give advice on how to look elsewhere.

Emergency Admissions

Emergency admissions will be accepted only in exceptional circumstances, where the health or safety of the Service User is under threat, and normally only through a professional referrer such as Social Services. In this event, the suitability of the proposed Service User will be discussed with the professional referrer to ensure that the needs match the services offered, and the normal pre-admission assessment will be carried out within 48 hours of admission.

Please note emergency admissions are generally not accepted without prior assessment and consultation with the Registered Manager.

Care Objectives

The Home aims to:

• Offer skilled care to enable people who live here to achieve their optimum state of health and well-being.
• Treat all people who live and work at the Home and all people who visit with respect at all times.
• Uphold the human and citizenship rights of all who live, work and visit here.
• Support individual choice and personal decision-making as the right of all Service Users.
• Respect and encourage the right of independence of all Service Users.
• Recognise the individual uniqueness of Service Users, staff and visitors, and treat them with dignity and respect at all times.
• Respect individual requirement for privacy at all times and treat all information relating to individuals in a confidential manner.
• Recognise the individual need for personal fulfilment and offer individualised programmes of meaningful activity to satisfy that need of Service Users and staff.

Management and Administration

We know that the leadership of the home is critical to all its operations. To provide leadership of the quality required, we will do the following.

• Always engage as registered manager a person who is qualified, competent and experienced for the task.
• Aim for a management approach that creates an open, positive and inclusive atmosphere.
• Install and operate effective quality assurance and quality monitoring systems.
• Work to accounting and financial procedures that safeguard Service Users’ interests.
• Supervise all staff regularly and carefully.
• Keep up-to-date and accurate records on all aspects of the home and its Service Users.
• Ensure that the health, safety and welfare of Service Users and staff are promoted and protected.

Staff Profile

A list of current staff and their qualifications is available on request and on display in the Home. In addition to the staffing levels shown the Manager of the Home works 40 hours per week, most of which should be in addition to the levels displayed. In certain circumstances the manager may be included within the staffing levels described. Staffing levels may be increased at the discretion of the Manager if there are particular needs. Nursing and Care staff work on a rota system which ensures that the Home is staffed by the appropriate number and skill mix throughout the day and night, including weekends and public holidays. New employees are inducted to the Care Certificate standards within 12 weeks of employment. We manage and train our employees with the aim that all of our carers achieve a Diploma at level 2 in Health and Social Care. All other employees receive the training appropriate to their work, for example Food Hygiene for catering staff. All employees receive annual training in health and safety matters such as moving and handling, fire awareness and procedures, adult protection issues, and a range of other matters.

A registered Nurse will be on duty at all times, this may be a Registered Mental Health Nurse or a Registered General Nurse a senior Registered Nurse is always on 24-hour call.

Description of Our Services and Facilities

Services offered:

The following services are provided at The Home’s location:

Care home service with nursing

The following regulated activities apply to services provided by The Home:

Personal Care
Accommodation for persons who require nursing or personal care

The treatment of disease, disorder or injury

The Home provides services for the following bands of Service User:

Older people
Dementia

The following Care and Support Services are provided by The Home:

Alzheimer’s Disease/Vascular Dementia and all other associated Dementia’s.
Palliative Care
Stroke
Day Care

Parkinson’s disease

Huntington’s disease

The Underpinning Elements

A series of themes both cut across and underpin the aims we have relating to the rights of Service Users and quality care.

Focus on service users

We want everything we do in the home to be driven by the needs, abilities and aspirations of our Service Users, not by what staff, management or any other group would desire. We recognise how easily this focus can be eroded and we will remain vigilant to ensure that the facilities, resources, policies, activities and services of the home remain resident-led.

Fitness for purpose

We are committed to achieving our stated aims and objectives and we welcome the scrutiny of our service users and their representatives.

Comprehensiveness

We aim to provide a total range of care, in collaboration with all appropriate agencies, to meet the overall personal and health care needs and preferences of our Service Users.

Meeting assessed needs

The care we provide is based on the thorough assessment of needs and the systematic and continuous planning of care for each resident.

Quality Services

We are aiming for a progressive improvement in the standards of training at all levels of our staff and management

Service Users Plan of Care

At the time of a service users new admission to the home, we work with the service user, their family, friends or representative if appropriate, to draw up a written plan of care and how we hope to achieve those objectives, and incorporate any risk assessments as necessary. The care plan will follow on from the information gained in our pre-admission assessment of the service user.

Care plans are reviewed 4 weekly unless there is a change in a service users presentation. Every 6 months service users and their relatives/representatives will be invited for a formal review of care with the service users named nurse or named senior carer, or more other if service users or relatives so wish.

Our Ethos

Service Users Rights

We place the rights of Service Users at the forefront of our philosophy of care. We seek to advance these rights in all aspects of the environment and the services we provide and to encourage our Service Users to exercise their rights to the full.

Privacy and Dignity

We aim to respect your privacy and dignity at all times. Please speak out, or speak to the supervisor or Registered Manager if your privacy or dignity is not being respected.

Service Users’ privacy:

All Service Users have the right to be alone or undisturbed and to be free from public attention or intrusion into their private affairs.
Service Users’ personal rooms will have a lock fitted such as is appropriate to their needs, and the Service Users will be provided with a key unless a documented risk assessment indicates that this is inappropriate. Decisions in this respect will be recorded in the Service User’s Plan and signed as agreed by the Service User or Advocate.
All Service Users will have access to a locked cabinet in their room, or to a locked cash box.
Particular attention will be given to preserving privacy in the use of bathrooms, toilets and when dressing and undressing. At the same time, health and safety and personal risk management will be considered and discussed.
Any building or equipment fault which reduces the privacy of any Service User must be reported to the Registered Manager.
Staff will not discuss Service Users or their affairs within earshot of anyone not directly concerned with their care. Discussion of Service Users and their affairs will be for the purposes of managing and improving their care, and not as entertainment, e.g. gossip.
Service Users will always be offered privacy for personal discussions.
Records will be designed, used and stored so as to assure privacy. Legislative controls over records, such as the Data Protection Act, will be adhered to, and the Service User’s explicit permission in writing will be sought before information is passed to any person other than those directly concerned with the care of the Service User.
Records will be made available to the Service User’s principal Carer and family according to the wishes of the Service User.

Dignity

Disabilities can quickly undermine dignity, so we try to preserve respect for our service users intrinsic value in the following ways:

• Treating each service user as a special and valued individual, we aim to appreciate each individuals past life experiences, we ask all service users and their families to complete a social history to ensure we know our service users like and dislikes and have an awareness of their life experiences such as family, work, friends and interests.
• Helping service users to present themselves, as they would have wished, through their clothing, their personal appearance and their behavior amongst others.
• We offer a range of activities that enables each service user to express themselves as a unique individual, if they so wish to participate in.
• The Chapel House via its standing in the local community aims to reduce stigma from which our service users may suffer through age, disability or status.
• The Chapel House aims to compensate the effects of disabilities which service users in our care may experience; difficulties such as memory loss, confusion, agitation, communication difficulties, physical functioning, mobility or appearance. This is addressed by reviewing service user’s needs by careful and detailed care planning.

Your dignity is a matter of prime importance to us, and all staff receive training in this area.
You will be asked for the name by which you wish to be addressed, and this name will be recorded on your Service User Plan and used by all staff. You are perfectly entitled to ask that your principal carers use one name, and others use another name. The level of familiarity is under your control. In the absence of information to the contrary, staff will address you formally, using your title and surname.
Staff are trained to be sensitive to your feelings when in company. For instance, should you need help with any daily activity, such as feeding, you will be offered privacy and sensitivity in order that you are not embarrassed.
Bedrooms, bathrooms and WCs have locking mechanisms on the doors, and staff are trained to knock and wait for your invitation before entering the room.

Independence

The Chapel House aims to foster our service users remaining opportunities to think and act without reference to another person in the following ways:

• Providing as tactfully as possible human or technical assistance when it is needed.
• Maximising the abilities for our service users to retain for self-care, for independent interaction with others, and for carrying out the tasks of daily living unaided.
• Helping service users take responsible and fully thought out risks as appropriate.
• Promoting possibilities for service users to establish and retain contacts beyond the home.
• Encouraging service users to have access to and contribute to their own care records as appropriate.

Security

We aim to provide an environment and structure of support, which responds to the need for security in the following ways:

• Offering assistance with tasks and in situations that would otherwise be perilous for service users.
• Protecting service users from all other forms of abuse and from all possible abusers.
• Providing readily accessible channels for dealing with complaints by service users.
• Creating an atmosphere in the home which service users experience is open, positive and inclusive.

Civil Rights

The Chapel House works hard to maintain our service users place in society as fully participating and benefiting citizens in the following ways:

• Facilitating service users who should wish to vote in elections and to brief themselves fully on the democratic options.
• Preserving the service users full and equal access to all elements of the National Health Service.
• Helping service users to claim all appropriate welfare benefits and social services, and any other appropriate funding.
• Assisting service users access to public services such as libraries

Choice

We aim to help service users exercise the opportunity to select from a range of options in all aspects of their lives in the following ways:

• Providing meals which enable service users as far as possible to decide for themselves where, when, and with whom they consume food and drink of their choice.
• Offering service users a wide range of leisure activities from which to choose.
• Whenever appropriate we enable service users to manage their own time and not be dictated to be set communal timetables, however a structured day does assist those with memory problems and adds to a sense of security at Chapel House.
• Avoiding wherever possible threating service users as a homogeneous group.
• Respecting individual, unusual or eccentric behavior in service users.

Fulfilment

We want to help our service users to realise personal aspirations and abilities in all aspects of their lives. We seek this in the following ways:

• Management and care staff should be fully aware of service users individual histories and characteristics subject to the information being provided by the service user or their family/representative. Please note information of a sensitive nature will only be divulged as agreed with the service user or their family/representative i.e. on a need to know basis.
• Providing a range of leisure and recreational activities to suit the tastes and abilities of all service users, and to stimulate participation.
• Responding appropriately to the personal, intellectual, artistic, and spiritual values and practices of every service user.
• Respecting our service users’ religious, ethnic and cultural diversity.
• Helping our service users to maintain existing contacts and to make new liaisons, friendship, and personal relationships if they wish.
• Attempting always to listen and attend promptly to any service users desire to communicate at whatever level.

Quality Care

We wish to provide the highest quality care, and to do this we give priority to a number of areas relating to the operation of the home and the services we provide.

Choice of home

We recognise that every prospective service user should have the opportunity to choose a home that suits his or her needs or abilities. To facilitate choice and to ensure that our service users know precisely what services we offer, we will do the following:

• Provide detailed information on the home by publishing a Statement of Purpose and a detailed service user’s guide.
• Give each service user a contract or a statement of terms and conditions specifying the details of the relationship.
• Ensure that every prospective service user has his or her needs expertly assessed before a decision on admission is taken.
• Demonstrate to every person about to be admitted to the home that we are confident that we can meet his or her needs as assessed.
• Offer introductory visits to the prospective service users and avoid unplanned admissions except in cases of emergency.

Personal and Health Care

We draw on expert professional guidelines for the services the home provides. In pursuit of the best possible care we will do the following.

• Produce with each Service User or their representative, a regular update, and thoroughly implement a service user plan of care, based on an initial and then continuing assessment.
• Seek to meet or arrange for appropriate professionals to meet the health care needs of each residents.
• Establish and carry out procedures for the administration of Service Users’ medicines.
• Safeguard Service Users’ privacy and dignity in all aspects of the delivery of health and personal care.
• Treat with special car Service Users who are dying, and sensitively assist them and their relatives at the time of death.

Lifestyle

It is clear that service users may need care and help in a range of aspects of their lives.

To respond to the variety of needs and wishes of services users, we will do the following.

• Aim to provide a lifestyle for Service Users, which satisfies their social, cultural, religious and recreational interests and needs.
• Help Service Users to exercise choice and control over their lives.
• Provide meals which constitute a wholesome, appealing and balanced diet in pleasing surroundings and at times convenient to Service Users.

Social activities, hobbies and leisure interests

We try to make it possible for our Service Users to live their lives as fully as possible. In particular, we do the following.

1. We aim as part of the assessment process to encourage potential Service Users to share with us as much information as possible about their social, cultural and leisure interests, as a basis for helping them during their periods of residence in the home. All residents/ residents representatives are asked to complete a life history and activities planner prior to admission the template there is a template on this website: https://www.dementiaresourcecommunity.co.uk/drc-member-registration/

2. We try to help Service Users to continue to enjoy as wide a range of individual and group activities and interests as possible both inside and outside the home, to carry on with existing hobbies, pursuits and relationships, and to explore new avenues and experiences. All service Users are entitled to use the dining room, the communal lounges, other sitting and circulating areas, and the grounds of the home, but those who wish to may remain in their own rooms whenever they like. Service Users are encouraged to personalise their own rooms with small items of furniture and other possessions, and we try to follow individual preferences in matters of decoration and furnishings.

3. We have regular organised social activities such as coffee mornings, keep-fit, parties, outings, entertainers, and events. We hope that friendships among Service Users will develop and that Service Users will enjoy being part of a community, but there is no compulsion on a resident to join in any of the communal social activities.

4. The home’s facilities include 4 separate lounge area and 2 separate dining rooms. The Chapel Houses grounds with pleasant gardens, patios with wheelchair access and rural seating are particular features of the home.

5. To assist with the home’s social programme, there is an activities co-ordinator Mrs. S. Payne in addition to her regular groups there are daily newspapers, a visiting public library service, snacks and drinks are available in the dining room if Service users wish to have refreshments with their visitors (visitors are expected to purchase their own drinks under normal circumstances). As you can appreciate our first priority is Service Users care.

6. We recognise that food and drink play an important part in the social life of the home. We try to provide a welcoming environment in the dining room and to ensure that meals are pleasant unhurried occasions providing opportunities for social interaction as well as nourishment. As far as possible we encourage Service Users to choose where they sit in the dinning room, and meals can be served in Service Users’ own rooms if desired subject to risk assessment. Three full meals are provided each day, there is a regularly changed menu for lunch and the evening meal, Service Users are always offered a choice at meals we provide high quality fresh produce for meal preparation, we cater for special and therapeutic diets as advised by specialist staff and as agreed in each resident’s care plan, and care staff are available to provide discreet, sensitive and individual help with eating and drinking for those needing it. Snacks and hot and cold drinks are available as above. We aim to make all of the food and drink we provide attractive, appealing and appetising, and to mark special occasions and festivals.

7. We try to ensure that the home is a real part of the local community, so in principle we encourage visitors to the home such as local councillors, members of parliament, representatives of voluntary organisations, student nurses, school children and others. Naturally we respect the views of the service users about whom they want to see or not to see.

8. We recognise that risk-taking is a vital and often enjoyable part of life and of social activity and that some Service Users will wish to take certain risks despite or even because of their disability. We do not aim therefore to provide a totally risk-free environment through we take care to ensure that Service Users are not subjected to unnecessary hazards. When a service user wishes to take part in any activity, which could involve risk, we will carry out a thorough risk assessment with that individual, involving if they so desire a relative, friend or representative, and will agree and record action that will appropriately balance the factors involved. Such risk assessments will be regularly reviewed, with the participation of all parties, in the light of experience.

9. For the benefit of all Service Users and staff, all internal areas of the home are designated as non-smoking. Service Users who wish to smoke should seek an alternative placement.

10. Consulting service users about the way the home operates. We aim to give service users opportunities to participate in all aspects of life in the home. In particular, Service Users are regularly consulted both individually and corporately about the way the home is run. We facilitate monthly Service Users’ meetings in which Service Users can contribute to menu planning, reviews of polices etc, and arrangements for surveys of user satisfaction. Our objective is always to make the process of managing and running the home as transparent as possible, and to ensure that the home has an open, positive and inclusive atmosphere.

Fire precautions, associated emergency procedures and safe working practices

All service Users are made aware of the action to be taken in the event of a fire other emergency, and copies of the home’s fire safety policy and procedures are available on request. The home conforms to all relevant government guidance on promoting and protecting the health, safety and welfare of service users and staff.

Arrangements for religious beliefs

Services users who wish to practise their religion will be given every possible help and facility. In particular we will do the following.

• If asked to we will make contact with any local place of worship on a service user’s behalf. We can usually arrange for a Minster or a member of the relevant congregation to visit a service user who would like this.
• In the public areas of the home we celebrate the major annual Christian festivals. Service users have the opportunity to participate or not as they wish
• Particular care will be taken to try to meet the needs of service users from minority faiths. These should be discussed with the manager before admission.

Relatives, friends and representatives

• Service Users are given every possible help to maintain the links they wish to retain with their families and friends outside the home but can choose whom they see and when and where.
• If a resident wish, their friends and relatives are welcome to visit at any time convenient to the resident and to become involved in daily routines and activities. Please note we do have guidance notes to preferred visiting times included in our welcome pack and there are current restrictions due to Covid19.
• If a resident wishes to be represented in any dealings with the home by a nominated friend, relative, professional person or advocate, we will respect their wishes and offer all necessary facilities.

The Environment

The physical environment of the home is designed for Service Users’ convenience and comfort. In particular, we will do the following.

• Maintain the buildings and grounds in a safe condition
• Make detailed arrangements for the communal areas of the home to be safe and comfortable.
• Supply toilet, washing and bathing facilities suitable for the Service Users for whom we care.
• Arrange for specialist equipment to be available to maximise Service Users’ independence.
• Provide individual accommodation, which at least meets the National Minimum Standards.
• See that Service Users have safe comfortable bedrooms, with their own possessions around them.
• Ensure that the premises are kept clean, hygienic and free from unpleasant odours, with systems in place to control the spread of infection.

The physical environment

Service Users at Chapel House Nursing Home enjoy the following facilities:

A full automatic fire alarm system, and an emergency lighting system;
A room call system covering each room;
A distinct dining area, where the menu choice for several days in advance is displayed;

We have a variety of rooms, companion rooms, link rooms, single rooms with and without en-suite facilities.

Accommodation is arranged over three floors as follows:

Ground Floor:

Reception hall with Nurses/Senior Carer’s Station. Off the reception hall is the clinical room and a faux door – which has fooled everyone at some time.

1. Lounge with seating for 8 with TV and video/DVD facilities.
2. Linked lounge seating for 12 with T.V. radio, which leads to the large dining conservatory, with kitchenette and dining area
3. Lounge with seating with dining area for 14 with TV and radio, which leads on to a second dining conservatory.

All seating numbers are approximations as the numbers of service users accommodated in each lounge is based upon their preference, safety and the seating type best suited to individuals needs. Service users are encouraged to make their own choices in respect as to where they wish to sit, like most people we tend to migrate to our favourite chair.

From the reception you can see the main staircase which is not generally used, but is a fire exit route.

Corridor to:

Kitchen: Which was fully refurbished in the summer 0f 2010 and having a second refit in 2020. Our kitchen staff have ensured a score of ‘4 out of 5’ from the Environmental Health officer in our last inspection.

Passenger Lift: We have a four-person passenger lift accessing the first floor and second floor. The lift has been replaced in March 2016.

Disabled Toilet: large toilet for those who require full assistance with personal care.

Access door to the rear staircase which gives access to the first floor and second floor this is key coded and a restricted access area for safety and security.

Dry stores and Catering equipment stores located here.

Fire door leading to corridor:

Single Toilet, with wash hand basin for more independent Service Users

Assisted toilet/wet room with walk in shower, toilet and wash hand basin.

Laundry room

Staff toilet

Office

Ground floor Service User Accommodation 11 Bedrooms (11 Max Occupancy):

Bedroom 2 is a large suite room with en-suite toilet and wash hand basin.

Bedroom 3 is a single room with en-suite toilet and wash hand basin

Bedroom 4 is a single room with en-suite toilet and wash hand basin

Bedroom 5 is a single room with en-suite toilet and wash hand basin

Bedroom 6 is a single room with en-suite toilet and wash hand basin

Bedroom 8 is a single room with en-suite toilet and wash hand basin

Bedroom 10 is a single room with en-suite toilet and wash hand basin

Bedroom 11 is a single room with en-suite toilet and wash hand basin

Bedroom 12 is a single room with en-suite toilet, wash hand basin

Bedroom 13 is a single room with wash hand basin

Bedroom 14 is a single room with wash hand basin

Visitor’s toilet

Linen cupboard

Store cupboard

COSHH cupboard

Beauty Room

To the first floor 5 Bedrooms (5-7 max occupancy):

Bedroom 15is a single room with wash hand basin, fitted wardrobes and fire door with security bolt and alarms fire escape route.

Bedroom 16 is a single bedroom with wash hand basin

Bedroom 17 is a single bedroom with wash hand basin.

Bedroom 18/19 – beds 18 & 19, this is a large double bedroom with wash hand basin fitted wardrobes, with views over Burton Marsh and the welsh mountains.

Bedroom 20/21 is a single bedroom with wash hand basin.

There are 2 bathrooms on this floor with separate toilets, bath and wash hand basins.

Sluice

Linen store

Access to passenger lift.

Annex 5 Bedrooms (5 Max Occupancy)

Is accessed by a ramp.

Bedroom 22 single bedroom with en-suite shower, toilet and wash hand basin.

Bedroom 23 single room with wash hand basin

Bedroom 24 single room with wash hand basin

Bedroom 25 single room with wash hand basin

Bedroom 26 single room with wash hand basin with access to rear stairs via a fire door which is linked to the fire alarm system.

Service User Accommodation to the Second Floor 6 Bedrooms (5 Max occupancy)

Bedroom 27 single bedroom with en-suite toilet and wash hand basin, fitted wardrobes.

Bedroom 28 single bedroom with wash hand basin and fitted wardrobes

Bedroom 29 single bedroom with wash hand basin and fitted wardrobes

Bedroom 30 Single bedroom with wash hand basin and fitted wardrobes

Bathroom/ wet room W/C, wash hand basin, Bath and rainfall shower with fire escape which has specialist blot and alarm, this room is a fire exit route.

Bedroom 32 Single bedroom with wash hand basin and fitted wardrobes

Single toilet with wash hand basin

Sluice

Linen store

Access to passenger lift.

What can I expect to pay for my care?

Room fees range from £900 (based on our smallest shared if your relatives wish to share a room), £1200 per week based on bedroom facilities and level of care required; extra care packages are available for those who require bespoke specialist care which is assessed by the Continuing Health Care team and if your relatives needs falls within this criteria then NHS funding will be agreed via the CCG and calculated based on Nursing needs.

Those funded by the local council will receive a Nursing care contribution and funding from Social Services rates will need to be confirmed prior to admission. A full schedule of fees is available upon request prior to placement. The home also receives a funded nursing care element from the CCG in addition to the room fee for those service users assessed as having nursing needs. This is paid directly to the home. Privately funded clients do not subsidise those who cannot self-fund their own care.

Keeping in touch

Visitors are very welcome at The Home at any time that is convenient for you, however at mealtimes all the staff are very busy, and may not be readily available to answer any queries. Principal carers and/or family and friends may telephone us at any time, day or night, to enquire about your well-being. We will always try to enable you to speak directly to the person telephoning, and if that is not possible, we will pass on messages for you.

Visitors are asked to sign in and out in the visitor’s book to comply with health and safety requirements which is GDPR Compliant. We also request that all visitors comply with health and safety notices, and do not introduce hazardous substances or materials into the establishment or bring in food from outside without checking first with the person in charge.

Coronavirus changes to visiting policy

We have adapted our visiting policy throughout the pandemic we have a Covid19 secure visiting pod in each of our homes. We will be updating our visiting policy as government guidance evolves and based on our inhouse risk assessment. Visiting arrangements will be discussed with you and your relative prior to admission and during your relatives stay with us. We have pledged to uphold the ethos of John’s Campaign as follows:

Open visiting sadly cannot be facilitated at present however we will do all we can to ensure family contact in these unprecedented times

Special news, details of staff changes, changes in the organisation of The Home, minutes of the Service User’s meetings and advance notice of events will be posted on a notice board in a public area.

A telephone for your use is available, at wheelchair users’ height, and with a comfortable seat adjacent. Any member of staff will help you to access the telephone if you need help we also have a mobile phone for facetime, WhatsApp conversations . It may be possible, subject to the telephone supplier’s requirements, to have a private telephone line fitted to your own bedroom; in this instance you will be responsible for installation charges and your own telephone bills. You are also very welcome to use the telephone in the office for privacy – to do so please ask any member of staff. We also have Zoom and Skype capabilities in the majority of our resident’s bedrooms.

Your mail will be given to you as it arrives, unopened, unless you have requested that it be forwarded to another person. In the latter case we will forward your mail, unopened, weekly.

Links with the community are encouraged. Your Key Worker will help you to maintain your network of friends and family, and also help you to visit shops and places of interest.

Property Location

Situated in the beautiful hamlet of Puddington on the outskirts of the City of Chester our homes are set in three acres of grounds. Please be aware that there is very limited public transport to the home.
Call bell system

A call bell system call point is located in your room and at appropriate points throughout The Home, enabling you to summon assistance from staff at all times. You should always feel comfortable calling for help at any time of the day or night, whenever you require it.

Therapeutic Activities

Chapel House has a policy of actively promoting the maintenance of Service Users’ normal social network and social activities. Each Service User’s Care Plan includes a facility for recording life history, social network and contacts, and preferences for activities and hobbies such that that staff are made aware of these, and the Service User is offered access to those networks and activities which are appropriate and desired. The policy of The Home is that activities and networking support are a part of normal daily living, and support for access will be available at all times.

Making a Complaint and Giving Compliments

We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimised for making a complaint, we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

Our commitment is that:

All complaints will be taken seriously;
All complaints will be acted upon with fairness and impartiality;
You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days;
If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;
Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

Service Users and their representatives may take their complaints to persons in authority outside The Home. For Service Users funded all or in part by Social Services or the Clinical Commissioning Group, complaints may in the first instance be directed to them. For privately funded Service User, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the CQC.

Addresses:

Director of Social Services: 0300 123 8123 Cheshire West and Chester The forum, Chester, CH1 2HS	Care Quality Commission: Care Quality Commission (CQC) National Correspondence Citygate, Gallowgate Newcastle upon Tyne NE1 4PA Tel: 03000 616161 Fax: 03000 616171
Local Clinical Commissioning Group: Cheshire West and Cheshire PCT 1829 Building Countess of Chester Health Park Liverpool Road Chester	The Local Government Ombudsman PO Box 4771 Coventry CV4 0EH Tel: 0845 602 1983 or 024 7682 1960 Fax: 024 7682 0001 advice@lgo.org.uk

Advocates

Service Users have the right to access external agents who will act in their interests to help them solve problems, discuss concerns etc. The Registered Manager will be happy to provide information on local advocacy groups and other support networks.

Some of those currently known to us are:

Chester independent Advocacy services 341 Chester Road Hartford Northwich CW8 2AB 01606 305004

Age Concern UK (Chester Branch)

Arrangements for your voting rights can be made through the:

Chester West and Chester, HQ, Nicholas Street, Chester, CH1 2NP. On admission for all new service user the Registered Manager completes a ‘register to vote’ form to ensure that all service users stay on the electoral register.

Other documents

You are invited to review the latest CQC inspection report on the establishment, and the latest summary of Service Users’ and Service Users families’ views on the Services offered. These are not included in this pack because they rapidly become out of date. A copy of each will be given to you on admission and subsequently published on the notice board in The Home, and copies are available from the manager at any time.

Complaints Form

Date:

Details of complaint:

The outcome that you expect:

Your name:

Signed:

Date received:

Received by (sign):

Date Revised:16/04/2020

Author: Cathrina Moore

Signature:

Review Date 15/08/2020

Our Location

Chapel House Care,
Chapel House Lane,
Puddington,
Cheshire,
CH64 5SW

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