FAQ's

FEES: How will I be invoiced?

Invoices for fees will be sent out on a four weekly basis, two weeks in advance and two weeks in arrears. The invoices can either be paid direct to the home, via a cheque or a standing order can be sent up. Our Head Office will help to sort this out for you. Invoices will not be sent out if you are funded via the local authority until a placement statement has been received from social services which may take up to 6-8weeks.

VISITORS: When can my family and friends visit me?

At any reasonable time of the day or night. We have no visiting hours and you are free to entertain your visitors whenever you wish. This may be in the privacy of your own room or in the communal areas of each home. When visitors call we will ask you if you wish to receive them before showing them to your room.

If you wish for your visitors to have refreshments when they arrive please just ask.

GOING OUT: Can I go out with my family and friends?

Of course - you are free to come and go as you please. All the homes have the facility to loan a wheelchair for an outing if one is required.

BED: What time will I have to go to bed?

When you want to - this is your home and we will encourage you to behave as you would have done if you were still living unsupported. This includes making your own decisions about the structure of your day.

FURNISHINGS: Can I bring my own furniture, TV etc?

Yes. All rooms are fully furnished for your comfort but we are happy to remove furniture if you wish to bring your own pieces. Television aerial points are provided in all rooms. You are encouraged to bring as many personal items and photographs as you wish as this makes your room truly your own. All electrical appliances must be tested prior to use, unless new. If you wish to have your own phone line fitted in your room, then this is to be dealt with on a personal level with BT.

SMOKING: Can I smoke?

We regret that in order to protect the health of our staff and other service users we do not admit residents who smoke. However, staff from the home will escort you outside in the grounds of the home to an appropriate area for you to be able to smoke if that is your wish.

VALUABLES AND MONEY: Can I keep and manage my own money?

Yes - but you are advised not to keep large sums of money in your room or on your person. A secure lockable facility is available for each room for valuables to be kept in. The home however does not take responsibility for any valuables or money that is not handed into the Manager for safe keeping. The Manager is happy to hold your money in secure circumstances on request. Those who no longer want to manage their own affairs may wish to access the services of an advocate and this can be arranged via Age Concern or the Social Services Dept, if they do have a family member who is taking over this role.

POST: How do I receive my mail?

All mail will be delivered to your room daily, unopened.

MEALS: Can I choose what I eat?

There is a choice of dishes offered every day and you will be asked for your preferences. In the unlikely event that there is nothing offered which appeals to you, please ask to see the Chef who will do their best to meet your requirements. Special diets are catered for and we liase with the community dieticians.

INTERESTS AND ACTIVITIES: Do you have any activities available?

All homes have an Activities Co-ordinator to plan and arrange stimulating activities for all service users. Suggestions for inclusion in the activities programme are always welcomed. There are frequent trips using the company's minibus for shopping/attractions.

NEWSPAPERS: Do you offer daily newspapers?

Every home has a daily newspaper delivered for the communal areas. If you wish for a personal newspaper this can be arranged through the Manager, and your bill for this service will be produced to you on a weekly basis. 

SPIRITUAL/RELIGIOUS NEEDS: What about my spiritual needs?

We recognise this as an important aspect of the life of many and visiting ministers come into the homes to offer communion to those who wish to receive it. Your own minister is free to visit you at any time.

GP AND HEALTH SERVICES: Can I keep my own GP?

This depends on the Doctor. If you are a local and have a local GP then there is no problem. However, if you have moved into the area, then your GP is unlikely to be willing to travel to see you and you will need to register with a local GP. Staff will be happy to assist in this instance.

STAFFING LEVELS: What are the staffing levels within the home?

The staffing levels within the home are determined by the needs of the clients that are present within the home. All the homes that cater for nursing clients have qualified nurses on duty at all times, and there is a Senior Home Manager on call at all times.

LAUNDRY: How are my clothes laundered?

All our homes have their own laundry and housekeeping departments. All clothes will be labelled on admission if not already done, and the laundry staff will try and return clean clothes the day following collection. Our washing machines are industrial and as such delicate woollens are recommended to pointed out to the staff so special care can be taken of these items. We can arrange for dry cleaning of clothes to be undertaken at an additional cost.

DENTIS/CHIROPDY: How do I get to see a Dentist or Chiropodist?

All services which were previously available to you remain so. We have dentists, opticians and chiropodists who visit each home on request. There may be a charge for chiropody and dental care.

HOSPITAL: How do I keep my hospital arrangements?

If your relative is not able to accompany you to hospital appointments then we will arrange for a member of staff to go with you. We will arrange the transport to and from the hospital via the ambulance service. It is important to inform us of any appointments as soon as possible.

EXTRA SERVICES: Do you have a hairdresser?

All our homes provide a hairdresser who visits the homes on a weekly basis. Their charges are displayed in the hairdressing salon of each home.

PETS: Can I bring my pet with me?

We regret that we do not offer the facilities to deal with domestic animals but may consider a caged bird if requested to do so. We do however welcome dogs visiting the home as long as they are kept on a lead and under control at all times.

If you have any further questions which are not covered above please contact us via telephone or email and we will be happy to answer your questions. If you have any questions relating to a particular home, please contact that home direct using their details on their home page.