Resident's Guide 04 2019 - svnh.co.uks Guide 04_2019.pdf · Information on Advocacy Services is...

RESIDENT’S GUIDE

Wiltshire Lane, Eastcote, Pinner, Middlesex HA5 2NB

Tel: 020 8872 4900 Fax: 020 8868 5347 email: [email protected]

SVNH S:\Reception\Marketing Materials\Residents’ Guide 04_2019 2

CONTACT DETAILS

The Registered Provider

St Vincent’s Nursing Home Wiltshire Lane

Eastcote Pinner

Middlesex HA5 2NB

Chair of Board of Trustees

Rev John Deehan

Registered Matron

Cynthia Kamara

RGN ONC FETC BA (Hons)

GENERAL MANAGER

Jacqueline A Scott

RGN BEd (Hons) Dip N(Lon)

RNT ONC RCNT MIOD


WELCOME

The staff and residents here at St Vincent’s, would like to offer you and your family, a very warm welcome to the nursing home.

Within this Resident’s Guide, we will provide information about residing in the Home at St. Vincent’s. We will also introduce you to the staff who work, at St. Vincent’s who will hopefully make your stay as comfortable and pleasurable as possible.

If you have any further questions about St. Vincent’s or concerns about anything, please do not hesitate to contact me.

Kind Regards

Cynthia Kamara Matron


ABOUT US

St. Vincent’s Nursing Home comprises 60 single occupancy, en-suite rooms, finished to a very high standard over two floors. All accommodation complies with the National Minimum Standards for Care Homes for Older People (Revised 2004).

We are registered to look after frail elderly residents of both sexes, aged 60 years or over including dementia cases.

St. Vincent’s is a registered charity and the home is situated in a quiet, idyllic woodland setting on the brow of Haste Hill, adjacent to the historic Ruislip woodlands in Eastcote / Northwood, Middlesex.

The long Roman Catholic tradition of St. Vincent’s, Eastcote, which started in 1907 ensures that pastoral care is a significant part of life of the home. The residents of the home are people from all walks of life and include retired priests, members of religious orders, retired teachers and well-loved mothers and fathers. Everyone is equally welcomed to St. Vincent’s and it is the policy of the Board of Directors to admit residents, from all faiths.

There is an integral chapel which can accommodate about eighty people (including, space for wheelchairs) and Mass is celebrated daily by our resident Chaplain. For those unable to visit the chapel there is the opportunity to participate in the services by way of a closed-circuit television link to each bedroom.

St. Vincent’s provides a high standard of personal care to residents, ensuring that each person is afforded the spiritual, social, physical, psychological and environmental needs to make their stay as pleasant as possible

AIM

St. Vincent’s Nursing Home aims to promote a holistic approach to the physical, psychological, social and spiritual well – being of each resident. Each person is an individual, and we will care for each of you, in a personal, safe and homelike environment.

OBJECTIVE

St. Vincent’s Nursing Home endeavours to provide the highest standard of nursing care for residents. We will promote good health and independence in the best interests of each resident. Our dedicated team of nurses will provide support and professional assistance, to enable you to make relevant choices, to support your residence here.

MISSION STATEMENT

St. Vincent’s mission is to promote the home as a centre of excellence, where residents receive high quality care and are the focus of everything we do. This is achieved through meeting our resident’s needs, as they perceive them and striving to improve our services and environment.

Development and continuous improvement are integral to St. Vincent’s philosophy. Involvement at every level of the home is very important for residents and staff. Working together with enthusiasm to enhance our commitment to St. Vincent’s.

Loyalty, dedication and commitment are key to the home maintaining its high standards. Investment in staff and in all aspects of St Vincent’s environment is very important.


PHILOSOSPHY OF CARE

Each resident is treated as an individual and we will take into account your needs and your wishes.

We will ensure that each individual resident is supported with their emotional, social and spiritual needs.

All residents will be treated with respect and dignity.

We will continue this individual care as your needs change, until a natural death.

All staff will use and develop their experience, knowledge and skills to improve your well-being.

INDIVIDUAL ROOMS AND COMMUNAL AREAS

All residents have their own room with fitted wardrobe space, a single size profiling bed. A bedside cabinet is provided with a lockable drawer and a fitted medicinal cupboard is also in place. All rooms have disabled access to en-suite facilities, with the option of using a disabled bath within each wing.

St. Vincent’s actively encourage residents to personalise their own rooms and to bring in small pieces of furniture, pictures, family mementos etc.

It is essential however, that any electrical equipment is checked by the Home’s Premises Manager, prior to its use in the Home.

Each resident will have a pendant, which is used to call the nurses for assistance. In some instances a call bell can be attached to a socket on the wall, with an extending wire, to enable residents to call staff for assistance. This enables residents to mobilise with within their room and have the ability to call for assistance if needed. Nursing and care staff have a paging device, which displays the area from which a call is received, and therefore can respond appropriately. The staff will show you how to operate this simple efficient system.

All rooms are equipped with a television with remote control. Telephones, with their own unique number and can be activated for outgoing calls upon request. Telephone call charges are charged monthly in arrears.

The 4 wings of the Home are called, Louise Wing, Catherine Wing, Fraser Wing and Bourne Wing. Each wing comprises 15 rooms, with their own dining room (including kitchenette), a quiet lounge and T.V. lounge.

There is a cloistered garden for peaceful reflection plus extensive grounds where residents can meander or sit in comfort. We also have a large greenhouse, which is accessible to keen gardeners.

The spacious reception area offers an alternative seating area for residents to welcome their guests and to sit and have a peaceful and relaxing chat.

We hope that all residents will find their stay at St. Vincent’s as comfortable as possible and we endeavour to do our utmost to ensure that this is so.


GENERAL INFORMATION NURSING STAFF

In addition to the Matron/Head of Operations Manager, and her Deputy Matron, St. Vincent’s employs an established team of dedicated Registered Nurses. They will lead in the care delivery for all residents. The majority of our registered nurses have experience in the care of the older person. There is a Registered Nurse on duty at all times at St. Vincent’s.

Health Care Assistants are a mixture of NVQ trained carers, as well as those who are willing to undertake further training. All staff receive training in the Homes’ philosophy and values. St. Vincent’s is fully committed to staff training and development. We are following National Guidelines in offering training to complete the Care Certificate Award.

Following your initial assessment when you come to live at St. Vincent’s, a ‘Care Plan’ will be developed in consultation with you and/or your relatives. It includes details of health care needs, medication, GP details and other therapeutic services required. The care plan will include details of your social interests and activities and how we can meet them. If required details of how you can continue to practice your faith, will be included. The care plans will contain a risk assessment and a risk management plan if needed.

Each resident is allocated a member of the care staff to act as a “key worker”. Key workers are responsible for ensuring that each resident has a person to relate to any issues that occur. The Care Plans will be reviewed monthly or less or more frequently as your health status requires.

CARE REVIEWS

The first four weeks at St. Vincent’s is considered a ‘trial period’ for residents. During this period we encourage the feedback of comments from you, so that together we can ensure that your care plans and requirements are tailored to best suit your needs. Your next of kin, and or, advocate, are invited to participate in care reviews thereafter with your permission.

CATERING

Our catering team provide freshly prepared meals from the Nursing Home’s purpose designed kitchen. The menus are devised by the catering team with input from the residents. If the dish of the day is not suitable for you an alternative can be made available. Special diets can be catered for by arrangement with the nursing team.

CLEANING SERVICES

Housekeeping staff provide a daily service to residents keeping their rooms and public areas clean and tidy. They along with the premises management team help to maintain a homely and welcoming atmosphere, whilst respecting each resident’s privacy and dignity.

LAUNDRY SERVICE

Our dedicated staff undertake laundry services for resident’s personal clothing. Clothing must be marked, using a permanent method, with your name, so that we can make sure it is returned to you promptly. Items of clothing that require dry cleaning can be sent to the local dry cleaners at additional cost. (Your key worker may assist you with this if required).


ADVOCACY SERVICES

Information on Advocacy Services is available on request from the Matron or Nurse in Charge. However, should you wish to contact Advocacy Services direct, details are available from Age UK. Hillingdon Safeguarding Adults team can be contacted on 01895 250202.

BREAKAGES AND REPAIRS

If any of the home’s equipment or facilities needs attention or repair, please inform a member of staff immediately. This will enable the Maintenance department to repair or rectify the problem.

CHAPEL

St Vincent’s chapel is open to all residents and staff. Catholic Mass is celebrated daily. Mass is televised through the individual television in each room. It is a peaceful place for reflection and meditation.

DOCTOR

Residents will be offered the opportunity to keep their existing ‘local’ GP if they are local residents. However provision will be made available for those who wish to be registered with the St. Vincent’s Nursing Home General Practitioner:

Dr. Geraldine Golden/Dr Abu The Kenton Bridge Medical Centre, 155 –175 Kenton Road, Kenton, Middlesex HA3 0YX.

The GP visits St. Vincent’s weekly and will attend in an emergency, if contacted by the Nurse in Charge. All medication is kept in a secure area, and is administered by the Registered

Nurse unless otherwise agreed with the Matron and GP and an appropriate Risk Assessment has been completed for the individual resident.

DENTAL SERVICE

Domiciliary dental visits can be arranged if required.

OPTICIAN

A domiciliary optician service is available if required. Alternatively, you may prefer to visit your own optician.

CHIROPODY

A Chiropodist visits the home regularly. If a Chiropodist is required at any other time, this is available on request. Chiropody services will be charged to your account unless you are entitled to free NHS Chiropody.

ALCOHOL

Residents may consume alcohol at the discretion on the nursing team. However, St Vincent’s reserves the right to control the amount of alcohol consumed if necessary.


FINANCIAL MATTERS

The Home cannot accept any responsibility for resident’s finances or financial affairs and is unable to offer any financial advice. Residents or their representatives seeking such advice should contact a Financial Advisor or other appropriate professional.

FIRE DRILL/ALARMS

Fire alarm checks at held weekly on Wednesdays at 14.30 hours.

Fire Drills are undertaken on a regular basis. St. Vincent’s is regulated by the London Fire Brigade.

All visitors must complete the visitor’s book on arrival and departure.

HAIRDRESSER

St. Vincent’s has its own Salon and the hairdresser visits on a regular basis.

Appointments can be made via Reception or through your key – worker.

Please discuss all hairdressing requirements directly with the Hairdresser.

LIBRARY FACILITIES

There are local libraries in Eastcote, Ruislip and Ruislip Manor. Please enquire at reception for further details. The mobile library visits monthly.

MAINTENANCE

St. Vincent’s employs a Premises Manager who is responsible for the upkeep of the buildings and general décor. If you have any problems or require any assistance, please inform the Nurse in Charge.

NEWSPAPERS

A selection of newspapers are available for general use. Individual newspapers or magazines may be ordered from reception and will be delivered to your room each morning. Any individual newspapers or magazines supplied to you will be charged to your monthly supplementary account.

QUALITY ASSURANCE

St. Vincent’s is registered and inspected by ‘Care Quality Commission’ (CQC).

St. Vincent’s may also be inspected by the following professional bodies:

Pharmacist London Fire Brigade (LFB) Health and Safety Executive (HSE) Environmental Health (Hillingdon Council) Local Social Service departments.

Regular internal audits are undertaken to monitor care standards and facilities.

Customer satisfaction surveys are conducted annually. The results of these surveys are reviewed by the Board of Directors. A summary of the results of the surveys are displayed on notice boards throughout the Home.


ACTIVITY TEAM

St. Vincent’s Activities Team arranges a variety of activities for the residents according to their needs and abilities and you will receive a visit from them, shortly after you have arrived and settled in at St. Vincent’s.

A copy of the weekly events is displayed on the Resident’s Notice board in each wing. Residents are taken on outings, and other events are organised within the home to suit a variety of interests.

RESIDENTS’ MEETINGS

Regular meetings are held to allow residents and their representatives to voice their opinions and make suggestions for improvements at St. Vincent’s.

Dates of meetings are posted on the Resident’s Notice Boards.

The minutes of all meetings are available from the Matron or Nurse in Charge.

There is an Illustrated News Letter, published quarterly.

SHOPPING

Local shops are situated in Northwood Hills which is accessible by the H13 bus which terminates and starts at St. Vincent’s.

SMOKING

St. Vincent’s is strictly a No Smoking environment.

SPIRITUAL NEEDS

Catholic Mass is held daily. Other activities and events are advised as they occur.

St. Vincent’s tries to meet all religious and spiritual needs and visits are made to the home by visiting clergy of all faiths and denominations.

TELEPHONES

A telephone is provided in every resident’s room and by default is enabled for incoming calls only. If you require the telephone to be enabled for outgoing calls then please contact

Reception who will arrange this for you. Charges for outgoing calls will be charged at standard BT rates (including VAT where applicable) and charged to your supplementary bill, monthly in arrears.

TRANSPORT

Transport can be arranged on request and any charge incurred by the Home for this will be charged to your supplementary account. London Bus H13 route starts at St. Vincent’s and goes to Northwood Hills, Pinner, Ruislip, Ruislip Lido and back to St. Vincent’s.


VALUABLES

Residents are encouraged not to keep any valuables in the Home. Any such items brought into the Home must be registered on the Property list on admission. Amendments to this list must be made if items are moved in or out of the Home. Each room is provided with a small lockable drawer.

VISITORS

Visitors to the Home are actively encouraged. St. Vincent’s operates an open visiting policy. An entry code system is in use for those times when the door is locked. Please ask at reception or the Nurse in charge should you require the passcode.


COMPLAINTS PROCEDURE

Regulation 16

Receiving and acting on complaints

The registered person ensures that there is a clear and effective complaints procedure, which includes the stages of and time scales for the process, and that residents (resident’s representatives & staff) know how and to whom to complain. This ensures that residents and their significant others are confident that their complaints will be listened to, taken seriously and acted upon.

INTRODUCTION

St Vincent’s Nursing Home is committed to creating an atmosphere where residents, their relatives, representatives and staff are able to voice any concerns or complaints that they have, with regard to the care provided and /or any aspect of concern that occurs within the home.

The following procedure is designed to cover comments, suggestions and complaints about any matters, which give residents or relatives, cause for concern.

All incidents will be investigated fully, impartially and promptly. The aim will be to satisfy the complainant, and anyone else concerned, that this has been done, and that the appropriate action has been or will be taken.

Comments and suggestions affecting residents’ services will be investigated promptly to assess their practicability, and a follow-up reply made to the person concerned.

In serious cases, where legal liability may be involved, St Vincent’s Nursing Home will refer the complaint to its legal advisers who will deal with the complaint in the appropriate manner.

Any complaints by an employee regarding another employee will be dealt with in line with the Grievance Policy.

Procedure for Reporting Complaints

Complaints can be formal or informal. Informal complaints can be made orally and the home will reply orally to the complainant unless a written reply is required.

Formal complaints must be made in writing and can be submitted by the complainant on paper form. Formal complaints will be referred to Matron or Deputy Matron and the complainant will be sent a written acknowledgement of the complaint within three working days.

Complainants are free at any time, to by-pass this procedure and complain directly to the Chairman of the Board of St Vincent’s Nursing Home or to The Care Quality Commission. (Both addresses are shown on the next page)


Regulation 16

Matron and staff listen to and act on resident’s views and concerns and encourage discussion and action on issues raised by them before they develop into problems and formal complaints.

1. Informal /Oral Complaints ~~Handling of Minor Criticisms

1.1 Many of the matters that trouble residents or staff members can be dealt with informally when they arise.

1.2 Any comments or misgivings voiced will be listened to sympathetically, even if they appear trivial. Often an acceptable answer or explanation can be provided on the spot. Comments will be noted on the ‘Informal concerns/complaints log’. Appendix 1

1.3 When remedial action has been, or is to be taken on the matter in question, this will always be fully explained to the complainant.

1.4 When a minor criticism has been dealt with in this way and the complainant is satisfied, a record of this is kept in the Resident’s care plan.

1.5 The Matron is informed verbally of the occurrence and how the matter was resolved. The Board will receive a monthly report.

1.6 Oral complaints should be dealt with wherever possible at the time and they will be given the same attention as written complaints.

1.7 If an oral complaint proves to be more than a minor matter and cannot immediately be resolved, the member of staff to whom a complaint was made will refer the matter to a senior member of staff and then onto the Matron.

1.8 Unless it is a very minor matter, a written record will be made by the Manager dealing with the matter, even if the complainant appears satisfied. A record of this will be documented.

1.9 When the matter is potentially serious, or the complainant does not appear to be satisfied, a written record of the complaint will be made and given to the Matron for further investigation and action.

2. Written Complaints

2.1 A written acknowledgement will be sent within 3 working days to the complainant(s).

2.2 The complaint is to be investigated and the complainant will be made aware of the results as soon as possible.

2.3 A written record of the incident is completed by the parties concerned and signed by the complainant.

2.4 This is then forwarded to the Matron of the Home who will investigate the complaint and provide a written response within 28 working days.

2.5 If the complainant is not satisfied with the outcome and resolution, the complaint will be forwarded to the Chairman who will respond.

As previously stated, anyone who needs to complain, will be at liberty to forward their complaints to any of the following at any stage of the procedure:

All new, members of staff, and all residents will receive a copy of this procedure.

All staff will receive information about the complaint’s procedure.at induction.


St Vincent’s Nursing Home Chairman c/o St Vincent’s Nursing Home Wiltshire Lane Eastcote Pinner Middlesex HA5 2NB Tel: 0208 872 4900 Fax:0208 868 5347 www.svnh.co.uk

The London Borough of Hillingdon Civic Centre Uxbridge High St 01895 250111 Cynthia Kamara Matron Reviewed: July 2009/ 2011/July 2013/ July 2015/17/18 Review date: July 2019

The Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA Tel: 03000 616161

Resident's Guide 04 2019 - svnh.co.uks Guide 04_2019.pdf · Information on Advocacy Services is...

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