Registered Manager (Person in Charge)

Miss Aymi Brown

Meadowside Residential Home, 41 Highweek Road, Newton Abbot, Devon, TQ12 1TR

Telephone 01626 363243 / 07508606320 – Fax 01626 363243 – Email

The Meadowside Charity Newton Abbot & District 

Charity No. 264364   

Registered office:

Meadowside Residential Home,  41 Highweek Road, Newton Abbot    TQ12 1TR          

Registered in England/Wales               Registered number 08709411

Formerly – Newton Abbot & District Mencap


1.  Introduction  
2.  Aims and Objectives  
3.  Service Users Rights  
4.  Philosophy of Care  
5.  Organisational Structure  
6.  Staffing  
7.  Facilities and Services of the Home  
8.  Quality of Care  
9.  The Underpinning Elements  
10.  Complaints and Concerns  
11.  Financial Arrangements and Fees  
12.  Service Users’ Person Centred Plans  


1. Introduction

Meadowside Residential Home is a large house set in its own grounds.  It is a registered home for up to 12 Adults with Learning Disabilities (including Autistic Spectrum Disorder), Physical Disabilities and Older People.  

It is owned by the Registered Provider – The Meadowside Charity Newton Abbot and District (the Charity), formerly known as, Newton Abbot and District Mencap.  

A registered Manager is responsible to the Charity, through an Executive Board of Directors, for the operation of Meadowside, the welfare of the Service Users and staffing.

This booklet is aimed at providing you with an informative insight into life at Meadowside Residential Home.  If you would like any further information, or if you have any questions, please do not hesitate to call on the numbers provided.

The management and staff provide a safe and caring home environment for all Service Users.  Our Service Users are diverse and we ensure that each individual needs are catered for, be it socially, morally or spiritually.   

Our Service Users live here on permanent/long term stays. If we have bed availability, we also offer short term convalescences, holiday stay/respite.  We also aim to provide Day Care services.

Registration Category: Accommodation for persons who require personal care (without nursing).  

Category band/s: Learning Disabilities or Autistic Spectrum Disorder and Older People.


2.  Aims and Objectives

The management and staff at Meadowside Residential Home are fully committed to offer a maximum standard of care to all Service Users, with a person centred approach.  

Meadowside Residential Home emphasises and builds on each Service User’s individuality, by taking into account each Service User’s cultural background, beliefs, needs, wishes and preferences.  We implement and maintain the standards as set out in our Essential Standards of Quality and Safety (available on request).  Meadowside Residential Home offers experienced, mixed and wide ranging skills to cater for a diverse range of needs. (See Section 6, Staff).  

Meadowside Residential Home is fully committed to:

  • Providing a safe and homely environment.
  • Identifying and meeting each individual’s needs.
  • Promoting each Service User’s quality of life.
  • Ensuring each Service User is aware of his/her rights.
  • Encouraging and enabling development in social and domestic skills.
  • Achieving the individual’s aims/goals/aspirations.
  • Encouraging and enabling participation in the running of the home.
  • Ensuring regular Service User meetings are held.
  • Encouraging visitors on a regular basis.
  • Empowering Service Users with choices.
  • Encouraging and enabling the pursuit and choice of hobbies and skills.
  • Providing additional funds, when available, to ensure Service Users enjoy an active social life.
  • Ensuring that all national holidays and events are celebrated.
  • Catering for all individual’s choice of food and drink.
  • Ensuring that Service Users have the choice of clothing that expresses their individual character and personality.
  • Ensuring that each individual has the choice of their own decor of their bedrooms and in the home.
  • Providing legal assistance and advice when required.
  • Listening and acting upon suggestions, complaints and observations from all Service Users.

Our Aims and Objectives are derived from the six Underpinning Elements:

PRIVACY The right of the resident to be left alone and undisturbed whenever they wish.
DIGNITY The understanding and development of Service Users needs and requirements and treating them with respect.
INDEPENDENCE Allowing Service Users to take risks and to make decision allowing them to think and act for themselves.
CHOICE Empowering Service Users to select alternative options.
RIGHTS Keeping all basic human rights available to Service Users
FULFILMENT Enabling Service Users to aspire to their own aims and goals and to enable them to achieve these in all aspects of daily living.


3. Service Users’ Rights

At Meadowside Residential Home we place the rights of the Service Users at the forefront of our philosophy of care.  We promote these rights in all aspects of the environment and the services that we provide.  We encourage Service users to express their rights to the full.


We recognise that, living in a communal setting, the need to accept help with personal tasks can be somewhat invasive of a Service User’s ability to enjoy the pleasure of being alone and undisturbed.  We therefore endeavour to maintain as much privacy as possible for all Service Users in the following way:

  • Assistance/support in intimate situations maintaining dignity and respect at all times.
  • Assistance/support for Service Users to furnish and equip their own bedrooms in a style/decor that they choose and that reflects their character and personality.  All Service Users are able to use their personal space as much as they wish to do so.  This can include for their own leisure, meals and entertainment.
  • Providing locks on all adequate facilities including bathrooms, toilets, bedrooms etc, ensuring that all Service Users can enjoy the freedom of being undisturbed when they wish.
  • Service Users can enjoy full privacy and confidentiality when using the telephone, opening mail and communicating with friends, family, visitors and outside agencies.
  • Ensuring all information regarding Service Users, that is stored by the home, is confidentiality protected and stored in an appropriate way in accordance with policies and procedures.


Meadowside Residential Home does not discriminate on the grounds of age, gender, race, religion, sexuality or disability (including physical) so we respect all Service Users’ individual values in the following ways:

  • Treating each Service User as an individual.
  • Assisting/helping Service Users to express themselves in a way that they wish, including their clothing, appearance and their behaviour.
  • Ensuring that Service Users can communicate in their preferred method with staff that have had the appropriate training.
  • For the individuals whose mobility is declining we ensure independence is promoted by providing appropriate equipment, hand rails, hoists etc. We are also in the process of installing a lift.


All Service Users are encouraged to be as independent as they can be to ensure quality of life.  We feel that independence is important in ensuring Service Users have a sense of self worth and control over their own lives.  We do this in the following ways:

  • Provide and support Service Users with choices by providing adequate information.
  • Treat Service Users with dignity and respect at all times.
  • Support and assist with access to the community.
  • Provide equipment and access that encourages independence, such as walking aids, wet rooms and a sensory garden.
  • Allowing Service Users to take risks.


We aim to ensure the safety and well-being of all Service Users at all times, in and out of the home.  We respond to the need of security in the following ways:

  • Offering assistance/support with tasks and situations that may put the Service User’s safety in jeopardy.
  • Protecting Service Users from all forms of abuse and from all possible abusers.
  • Providing readily accessible routes for dealing with complaints for all Service Users and in a way that they can communicate.
  • Creating an atmosphere in the home that Service Users will find open, friendly, positive and inclusive.

Civil Rights

Having disabilities and residing in a home can act to deprive Service Users of their rights as citizens.  We, therefore, work to ensure Service Users fully participate in society and benefit in the following ways:

  • Ensuring that all Service Users have the opportunity to vote and have a full understanding of the democratic options.
  • Ensuring Service Users have full and equal access to all elements of the National Health Service.
  • Helping Service Users to claim all appropriate welfare benefits from Social Services and other Government Departments.
  • Assisting/encouraging Service Users to access public services, such as libraries etc.


We aim to empower Service Users with a choice of all options available, in all aspects of daily living.  We ensure this in the following ways:

  • When providing meals Service Users have the choice of what, where and when they consume food and drink.
  • That snacks and drinks are available to them at all times.
  • Enabling Service Users to manage their own times and not to conform to communal routines.
  • Avoid, wherever possible, treating Service Users as a ‘group’, rather than individuals.
  • Respecting individual behaviours for all Service Users.
  • Providing maximum flexibility in the routines of the daily life of the home.
  • Ensuring Service Users can express themselves in a way that they choose to.


We assist and support all Service Users to realise their aims, goals and aspirations.  All Service Users are encouraged to use their abilities in all aspects of their daily life and we support this in the following ways:

  • Informing ourselves as fully as we can of Service Users’ individual histories and their characters.
  • Providing a range of leisure activities and access to events and venues to suit the needs and abilities of individual Service Users.
  • Responding appropriately to all Service Users’ individual values (personal, intellectual, artistic and spiritual).
  • Respecting all Service Users’ religious, ethnic and cultural diversity.
  • Assisting/supporting all Service Users to have and maintain existing links with the community and to assist/support to build new links, be it relationships or friendships.
  • To use active listening skills and attend promptly to all Service User’s needs when they communicate their wishes.


4. Philosophy of Care

The philosophy of Meadowside Residential Home is based on a book by Carl Rogers – On becoming a Person.

Carl Rogers was an American Psychologist; he was among the founders of the humanistic approach to psychology.  His own unique approach was ‘The Person Centred Approach’.  One of Carl Rogers quotes stands out and this is how the management and staff at Meadowside Residential Home would like to deliver maximum care and support.

‘In my early professional years I was asking the questions: How can I treat, or cure, or change this person?  Now I would phrase the question in this way:  How can I provide a relationship which this person may use for their own personal growth?’.

At Meadowside Residential Home we strive to maintain a Person-Centred Approach.  We maintain dignity, individuality, equality, diversity and privacy at all times for all Service Users in a warm, friendly, caring and homely environment.  We understand and support all Service Users’ ever-changing needs and update these as appropriate in their individual Person Centred Plan (Please see PCP section).  We understand the needs may be medical, therapeutic (for physical and mental welfare), cultural, psychological, spiritual, emotional and social.  

We strive to achieve these needs with programmes and activities designed to encourage mental alertness, self-esteem and worth, and social interaction with other Service Users.

All Management and staff within the home are appropriately trained and qualified to treat the needs of all Service Users to deliver a high standard of care.  A continuous staff-training programme is implemented to ensure continuity and that high standards of care are maintained in line with the latest developments and in- care practices. The Manager also ensures that appropriate legislation and Care Quality Commission (CQC) regulations are met.  


5. The Organisational Structure of Meadowside Residential Home

6. Staffing

Meadowside Residential Home’s management and staff play an essential role in Service Users’ welfare.  To maximise the care given we ensure 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.
  • Observe recruitment policies and practices, which provide equal opportunities and protect Service Users’ safety and welfare.
  • Offer our staff a range of training relevant to their induction, foundation experience and further development.

To ensure the above is maintained, a careful staffing level needs analysis has been devised and is recorded.

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:

  • The Registered Manager will be a person who is qualified, competent and experienced for the task.
  • Aim for a management approach which creates an atmosphere that is open, positive and inclusive.
  • Install and operate an effective quality assurance system.
  • Use accounting and financial procedures that safeguard Service Users’ interests.
  • Supervise all staff and voluntary workers 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 the Service Users and staff are promoted and protected.
  • Promote good teamwork, communication and a happy atmosphere.

Staff Training

All staff are fully committed to provide maximum care and support to all Service Users.  The Staff at Meadowside Residential Home receive regular  training in the following:

  • Safeguarding Adults – staff learn to know the forms of abuse, the signs and who may abuse.
  • Basic Emergency Aid – Staff learn how to deal with injuries (minor or Major) and how to act in an emergency.
  • Fire safety – Staff learn how to minimise risks, how to keep Service Users safe in fire situations and how to act in an emergency.
  • Food hygiene – Staff learn how to keep high standards of hygiene when preparing, serving and consuming food and drink.
  • Health and safety – Staff are made aware of minimising the risks to the Service Users Health and Safety as well as their own and that of fellow colleagues.
  • Care administration of medicines – Staff learn and are made aware of the correct policies and procedures to follow when administering medication.  Staff learn how to encourage independence and safety.
  • Mental Capacity Act 2005 – Staff learn how empower Service Users with choices of everyday life and how to ensure they have access to appropriate information.
  • Equality, Diversity and Equal opportunities – Staff learn how to treat each Service User as an individual, how to give them equal opportunities and how to ensure they get the best for their situation.
  • Diet and nutrition –Staff learn how to make healthy, nutritious meals.  How to make food more appealing and desirable. How to ensure they are receiving the right balance of vitamins and minerals.
  • Moving and Handling –staff learn how to assist Service Users in a way that is safe and free from harm.  Staff learn how to ensure maximum independence for each individual Service User.
  • Dementia –Staff learn how to detect early signs of dementia and how to assist by giving the best quality of life.
  • Coping with aggression –staff learn how to appropriately manage challenging behaviours in a way that does not have a detrimental effect on the Service User.
  • Death, dying and bereavement – staff learn how to assist a Service User when in their final stages of life.  Staff are taught how to provide support and assistance to the Service Users and their loved ones.  Training on how to support Fellow Service Users are also given.
  • Diabetes –Staff learn how to manage diabetes effectively and how to support the Service User in making dietary choices.
  • Infection control –staff learn how to stop the spread of infection and diseases.  This training provides information for staff and how to maintain good personal hygiene for the Service Users, the environment and themselves.
  • Epilepsy – This training teaches the staff about all forms of epilepsy and how to help support the individual.  Staff learn how to link with outside agencies to manage and support.
  • Risk assessment – staff learn how to minimise risks for the Service Users, the environment and themselves and how to ensure maximum safety for all.  This training provides information and makes staff aware of identifying risks and the ways to reduce these.
  • Stroke awareness – Staff learn how to spot the signs of a stroke and how to support the individual.
  • Person-centred-planning – staff learn how to ensure clients take active participation in the development of their plans.  How to make sure that the Service User’s personality, character etc. is reflected in their plans.


 7.Facilities and services of the home

At Meadowside Residential Home we strive to keep up to date with current legislation and regulations and always aim to meet the needs of people living with learning disabilities.  We are aware that there is a need for a home like Meadowside, which provides a good standard of care for people with Learning Disabilities, could provide short term respite or assist people with Learning Disabilities in the future.

The range of needs met

Meadowside is a home for people with Learning Disabilities (including Autistic Spectrum Disorder), Physical Disabilities and Older People.  We provide care and support for individuals that have complex needs, are unable to live safely in their homes or offer respite placements.  Although we are not registered for nursing care, if a Service User reaches their end of life stage, we make every effort to make this as comfortable as possible for the Service User, and support the individual to remain at Meadowside Residential Home for their final days, with help from outside agencies.


Under Government regulations, potential Service Users’ needs must be assessed before entering the home (pre admissions). This is intended 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 or another care 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 this particular home is suitable for them.

For potential Service Users who approach the home direct, appropriately trained staff will make a full assessment of needs, calling (with the Service User’s permission) outside specialists if required for advice and reports.

The assessment will cover the range of health and social needs.  All information will be treated in the strictest confidence.  The assessment

process helps the home’s staff to ensure the potential Service User’s needs can be met.  An initial plan of care will then be provided.

We 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 prospective Service User a welcoming transition period to come and visit the home, have lunch/dinner with fellow Service Users and to stay over for a trial basis.  We are happy to welcome any family member or representative to be included in this process making it as comfortable as possible for the prospective Service User.

If we feel that we are not able to provide services that would meet the prospective Service User’s needs then we will seek help and advice for homes elsewhere, on their behalf, including information on assessment of needs, if the prospective Service User/representative gives permission.

If an emergency admission is made, we will inform the ‘new’ Service User within 48 hours of key aspects, rules and routines of the home and carry out the full information and admission process within 5 days.

Social activities, hobbies and leisure interests.

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

  • 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 period of residence at Meadowside Residential Home.
  • We try to help all Service Users to continue to enjoy as wide a range of individual and group activities and interests as possible both inside and outside of the home, to carry on with their hobbies, pursuits and relationships and to explore new avenues and experiences. All Service Users are entitled to use all communal areas and the grounds of the home.  But those who may wish to use their own bedrooms can do so at any time
  • Service Users are encouraged to personalise their own bedrooms with items of furniture and other personal possessions.  We try to follow individual preferences in matters of decoration and furnishings.

We have the following regular organised activities:

Music sessions/Singing

Board Games Craft

Film afternoons Gardening

Needlecraft Cookery

Entertainment Karaoke

Shopping Trips Day trips

Birthday treats Dinner theme nights

We also aim to add requested activities, either on a one to one basis or with fellow Service Users.  The above activities are also aimed to include Service Users from the day service.  As well as these activities within the home we also encourage Service Users to join outside courses and groups such as those located at the local library,  schools/colleges and local community centres.  We are close to all local amenities, including the local leisure centre, which Service Users are encouraged to join.  We also encourage Service Users to participate in courses at the local

Dame Hannah Rogers Trust.  Staff are on hand at all times to assist Service Users or they can go independently.

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 Service User to join in any of the communal social activities.


The home’s facilities include:

  • Hobbies room
  • Dining room
  • Kitchen x 2
  • Lounge
  • Laundry room
  • Two wet rooms
  • Bathroom equipped with a bath hoist
  • Four toilets
  • Twelve bedrooms
  • En-suite facilities in six bedrooms
  • Staff call system
  • Enclosed garden
  • Secure patio garden with raised beds and seating

Food and drink

We recognise that food and drink play an important role 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.  Meals can be served wherever the Service User wishes. 

Three full meals are provided each day, with a choice of menu for lunch and evening meal.  Service Users are encouraged to choose all their meals and we cater for, and provide advice on, special and therapeutic dietary requirements, which our staff are trained to advise on.  All dietary requirements are agreed with Service Users, and those involved in their care, which is then documented in their individual personal care plan (PCP).  

All staff are available to provide discreet, sensitive and individual help with eating and drinking for those who require assistance or support.  All snacks and drinks are available to Service Users at all times to ensure choice and independence, with many making their own drinks throughout the day.  We aim to make all of the food and drink that we provide attractive, appealing and appetising.  We also like to prepare food for special occasions.

We recognise that risk-taking is a vital and often enjoyable part of life and social activities, some Service Users will want to take these risks despite their condition.  We aim to carry out risk assessments on all activities/tasks to ensure that risks are minimised.  All information will be appropriately recorded and stored.  All risk assessments are regularly reviewed.

Meadowside Residential Home has a no-smoking policy.

There may be a charge for some brought-in services i.e., chiropody, hairdressers, manicures etc.


8. Quality of Care

We aim 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 that we provide.

Choice of home

We recognise that every prospective Service User should have the opportunity to choose a home, which suits his/her needs and abilities.  

To facilitate that choice and to ensure that all Service Users know precisely what services we offer, we do the following:

  • Provide detailed information on the home by publishing a Statement of Purpose and a detailed Service User guide.
  • Give each Service User a statement of terms and conditions specifying the details of the relationship.
  • Ensure that every prospective Service User has his/her needs expertly assessed before a decision on admission is made.
  • Demonstrate to prospective Service Users about to be admitted to the home that we are confident that we can meet their needs as assessed.
  • Offer introductory visits to prospective Service Users and avoid unplanned admissions except in cases of emergency.

All of the above will be explained to the Service User by a member of staff.

Personal health and care

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

  • Produce with each Service User, 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 health care needs of each Service User.
  • Establish and carry out careful procedures for the administration of a Service User’s medication.
  • Take steps to Safeguard Service Users’ privacy and dignity in all aspects of the delivery of health and personal care.
  • Treat with special care Service Users who are dying, and sensitively assist them and their relatives at the time of death.


It is clear that Service Users may need care and help in a range of aspects of their lives.  To respond to the diverse range of needs and wishes of Service Users, we help all Service Users to exercise choice and control over their lives.

Consultation with Service Users

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 together about the way the home is run.  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.

Concerns, complaints and protection

Despite everything that we do to provide a secure environment, we know that Service Users may become dissatisfied from time to time and may even suffer from issues such as verbal abuse in or out of 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 all Service Users’ legal rights.
  • Make all possible efforts to protect all Service Users from every sort of abuse and from the various potential abusers.

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 all areas of the home to be safe, clean and comfortable.
  • Supply toilet, washing and bathing facilities suitable for all the Service Users we care for.
  • Arrange for specialist equipment to be available to maximise Service Users’ independence.
  • Provide individual accommodation which at least meets the needs of the Essential Standards of Quality and Safety.
  • Ensure that the premises are kept clean, hygienic and free from unpleasant odours, with systems in place to control the spread of infection.


9. The Underpinning Elements

A series of themes both cut across and underpin the aims that we have relating to the rights of the Service Users and Quality of Care.

Focus on Service Users

We want everything that we do in the home to be driven by the needs, abilities and aspirations of all Service Users, not by staff, management or any other group.  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 Service User led.

We are committed to achieving our aims and objectives, shown in Section 2.  We welcome comments from Service Users and their representatives on how we are meeting their aims and whether these can be improved.


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

Quality services

We aim to keep progression with all staff training and maintaining the high standard already kept.

Fire precautions, associated emergency procedures and safe working practices

Meadowside Residential Home as an L1 category alarm system with fire and smoke detectors/alarms fitted in all rooms and corridors; these are regularly checked and conform to Fire and Safety Regulations.  All Service Users are made aware of the action to be taken in the event of a fire or other emergency procedures. Copies of the home’s fire safety policy and procedures are available on request.  The home conforms to all relevant government guidelines on promoting and protecting the health, safety and well being of Service Users and Staff.

Arrangements for religious observances

Service Users who wish to practice their religion will be given every possible help and facility.  In particular we will do the following:

  • We will arrange transport for Service Users 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 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 events to suit all Service Users. All Service Users can participate or refuse at any time.
  • Particular care will be taken to try and meet the needs of Service Users from all minority faiths.  These will be discussed on admission.

Relatives, friends and representatives

Service Users are given every possible help to maintain links they wish to retain with their families and friends outside of the home, but can choose whom they see and when.  If a Service User wishes, their friends and relatives are welcome to visit, at any time that is convenient to the Service User, and to become involved in daily routines and activities.  If a Service User wishes to be represented in any dealings with the home by a nominated relative, friend professional person or advocate we will respect their wishes and offer all necessary facilities.


10. Concerns and complaints

The management and staff at Meadowside Residential Home aim to listen to and act upon the views and concerns of all Service Users 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, family and friends.  

Positive comments help us to build on our successes, but we also learn from other comments.  We undertake to look into all comments and complaints as quickly as possible 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 appropriate/immediate action to respond and, if appropriate, apologise.  If the complainant feels uncomfortable about raising the complaint of behaviours of staff members with the individual directly they should approach the most senior person on duty.  If any staff member receives a complaint about themselves or a colleague we will endeavour to sort out the matter as quickly as possible.

If anyone who feels dissatisfied with any aspect of the home feels that when they raised the matter informally it was not dealt with to their satisfaction, or is 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 an informal complaint.  The Manager will then make arrangements to handle the complaint personally or will nominate a senior member of staff 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 the complaint must be signed by the complainant , who will be provided with a copy, together with a written acknowledgement that the complaint is being processed, outlining the timescale for responding.  The complainant will be informed of their rights at any stage to pursue the matter with Care Quality Commission (CQC) and will be given details of how CQC can be contacted.

The person handling the complaint will then investigate the matter, interviewing any appropriate staff.  If it is necessary to interview 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 of 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 handling the investigation will report back to the complainant and initiate any action which needs to be taken in response to their findings.  They will inform the complainant about any action, and will apologise or arrange 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 CQC.

If a Service User/Representative wishes to complain about the management, or feels that a complaint about a member of staff will not be taken seriously by management, then a complaint can be made to the chairperson or a member of the Board of Directors.


11. Financial Arrangements and Fees

We are committed to providing value for money within our comprehensive and caring service.

Depending on the personal financial situation, a Service User can either pay the fees privately or receive benefits arranged by social services.  The rules of social services can be complicated and specific advice is available from the home’s management.

Fees – What is included

  • Own bedroom
  • Fully trained staff in 24 hour attendance
  • Good home cooking
  • Provision of special diets
  • Laundry service
  • GP visits on request
  • Call system
  • Full central heating
  • District nurse visits
  • Social events
  • Activity Programme (Daily)


Fees – What is not included

  • Dry cleaning
  • Hairdressers
  • Visits from private chiropodist to the home every six weeks
  • Cost of private phone installation
  • Toiletry requirements
  • Clothing and personal effects
  • Visits to certain outside events


12. Service User Person Centred Plan

At the time of a new Service User admission to the home, we work with the Service User and their family, friends 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 incorporate any necessary risk assessments.

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

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

We keep this document under regular review and would welcome comments from Service Users and others.

 – Revised May 2017