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Service User's Guide
Welcome to CLEEVELink - a domiciliary home care service provided by
Cleeve Hill Nursing
Home,
Cleeve Hill,
Cheltenham GL52 3PW
Tel No: 01242 672022 (24 Hours)
Fax No: 01242 662050
Emergency Contact Numbers:-
01242 672022
07766 881 880
Aims and Objectives
The Services Provided
Background Information
Introduction to the Team
Acceptance Criteria
Catering Arrangements
Other Services
Financial Arrangements
Quality Assurance
Security and Safety
Insurance
CLEEVELink offers friendly care and assistance to those wishing to retain their independence. This service means you can enjoy the highest possible standards in every respect of care either in the comfort of your home, or by spending part of your day with us if that is more appropriate.
We provide a flexible approach to caring giving as much or as little help as individually required.
Our intention is that you can enjoy the independence of living in your own home with the reassurance that we can provide the help you need when you actually need it.
In essence, the aims and objectives of the service can be summarised as follows.
- To provide the highest quality comprehensive Domiciliary Care service
to all our Clients.
- To allow you to remain living in your own home
for as long as it is safe and practical to do so.
- To work towards
enhancing the quality of your daily life by offering support in
the areas that you require.
- Care of Service Users
(i) To encourage your independence
(ii) To treat our service users as individuals
(iii) To offer choice in all things whenever practical and possible
(iv) To treat our Service Users with dignity
(v) To endeavour to fully understand our Service Users needs and enable them to lead a fuller life
(vi) To ensure privacy is maintained at all times
(vii) To ensure that security is never breached - Staff – To strive to achieve the highest possible standards
and ensure job security by the following means.
(i) Staff training
(ii) Progressive individual staff development
(iii) Interaction between Management and Staff by regular meetings and individual appraisals
(iv) Attaining a recognised Quality accreditation
(v) Proper regular reviews of remuneration and Terms & Conditions
(vi) Ensuring that a policy of equal opportunities eliminates any form of discrimination
CLEEVELink offers the following services
- Specialist Care
Medication administration, wound care, care planning, post operative rehabilitation and pain control - General Care
Washing, dressing, assistance with daily living and going to bed - Domestic
Help
Housework, laundry, shopping, gardening, house maintenance and pet walking - Meals
Prepared in our kitchens and delivered to your home or cooked in your own home - Transport
Provision of transport in our vehicles that are fitted with disabled access and wheel chair lifts for visits to hospital, relatives and outings - Escort duties
Provision of qualified staff to escort and assist you whilst out of your home to ensure your safety
These services are provided on the following basis.
- 24 hours per day
- All day
- Overnight
- Twice daily
- Once daily
- Monday to Friday
- Every other day
- Weekends
- Weekly
The service can be provided to users living in the following areas.
The service can be provided outside these areas but the effectiveness
of emergency cover and cost will need to be discussed to determine
viability.
- Cheltenham
- Prestbury
- Bishops Cleeve
- Winchcombe
- Broadway
- Leckhampton
- Tewkesbury
- Painswick
- Stroud
And all the areas in between these districts and towns.
CLEEVELink is operated by Cleeve Hill Healthcare Ltd, which also owns and runs Cleeve Hill Nursing Home in Cleeve Hill, Cheltenham.
Robert & Maura Flexer purchased the Nursing Home in July 2001 and hope to continue developing the range of services provided by the Company.
They currently reside in the house alongside the Nursing Home which means that they can always provide close supervision and attention to the services offered.
The Nursing Home is registered for 42 people and caters for frail elderly and residential residents.
In the middle of 2002, the level of inquiries was such that it was not possible to offer everyone a place in the Nursing Home when they needed it. Equally, with the shortage of space in Care Homes throughout the Cheltenham area, it was decided to offer Home Care in suitable circumstances.
Since then, a number of local residents have enjoyed the Home Care service and some continue to use it. In other cases, when it became apparent that home care was no longer appropriate, the residents moved into the Nursing Home.
In every case, continuous safe care was afforded with a smooth transition from living at home to living in the Nursing Home.
CLEEVELink is controlled by the Directors of the Company who are Robert and Maura Flexer.
In addition, they provide administrative and financial back-up to the Registered Manager, Mrs. Julia Knight.
Mrs. Julia Knight is the General Manager as well as being the Registered Manager. She is in overall control of the service and the Nursing Home.
She is a Registered General Nurse with 7 years experience in management. In addition, she has in the past provided private Nursing care on a one to one basis as well as being the Senior Practice Nurse for a busy Surgery in Swindon.
Julia is assisted by a Deputy Manager, Mrs. Mary Hyam who is also a Registered General Nurse with some 40 years experience.
The Care team consists of Mrs. Mary Selvage and Mrs. Lisa Barrett.
They are assisted by the Domestic team under the supervision of our Housekeeper, Mrs. Helen Brice.
Where meals are provided from our central kitchen, our Senior Cook, Mrs. Julie Alvis liaises directly with the clients to discuss the daily menus along with any special dietary needs. She is assisted by our Cook, Mr. Mike Smalley.
The Handyman/Minibus driver is Mr. Keith Palmer and he is responsible for the following services.
- Delivery of meals
- Provision of household maintenance services
- Transport
The Gardener is Mr. Roger Beauchamp and he is also looks after the grounds of Cleeve Hill Nursing Home.
From time to time we may add to this team but you will always be informed in advance about who is coming to look after you. Normally, any changes in staff will be done in the company of a manager so that the new staff member can be properly identified and introduced to you.
Our General Manager or a Senior member of staff will need to assess prospective service users before an offer to provide service can be given.
Once this assessment has taken place and we all agree that it is safe and practical to offer the service, a start date will be agreed.
Initially a care plan will be agreed prior to commencement and this will be regularly reviewed and updated. We would hope to do this in concert with all interested parties such as your GP, the District Nurse and your relatives as appropriate.
Your confidentiality will be respected at all times.
A contract incorporating our Terms and Conditions will be given to you to read and sign with a copy for you to retain.
In the event that the service is put in place on an emergency basis or other unusual circumstances, the assessment and the draft Care Plan will be put in place within 48 hours.
The service can be offered on a trial basis.
We offer a delicious nutritionally balanced home cooked menu with a range of choice for each meal on every day.
Alternatives will always be offered and we will cater for any special requests.
The Cook or your Carer will always discuss your requirements with you. Where appropriate, your Nurse and GP will be involved in order to deal with any special dietary needs.
We can offer Breakfast (not cooked), lunch and supper.
The forthcoming menu and alternatives is published on a weekly basis and this will be forwarded to you in advance so that you can make your selection.
Alternatively, your Carer will prepare your meals for you in your own kitchen. If necessary, we will undertake any associated shopping for provisions.
Sample menus are here.
We are pleased to offer the following additional services to you both in the comfort of your own home or during a visit to the Nursing Home.
- Hairdressing
Our regular hairdresser, Jackie Baldwin calls at the Nursing Home every Tuesday. Home appointments can be made at convenient times. - Activities
The Nursing Home has a regular programme of events including musical entertainment, small plays, singing by local school children, arts and crafts as well as talk shows, theme nights and card evenings.
In addition our Activities Coordinator, Mrs. Barbara Tarren undertakes outings during the warmer months with visits to local places of interest, exhibitions and the like.
You are welcome to join any of these events. We can collect and return you to your home. - Chiropody
The Chiropodists visit the Nursing Home twice a month and we will always let you know when they are coming. Alternatively, we can arrange for them to call on you. - Physiotherapy
The Physiotherapists visit the Nursing Home on a weekly basis and will always make home visits if necessary.
The Hairdresser, Chiropodist and Physiotherapist services are charged
at cost.
The Activities are free other than where an entrance fee or
ticket needs to be purchased.
We will invoice you on a weekly basis and we do require settlement of the account within 7 days.
The invoice will be supported by a timesheet detailing the services provided and a breakdown of the account.
Statement of accounts will be sent out at regular intervals.
Where a regular service is provided, we can arrange a Standing Order Mandate with you.
The service will be regularly inspected by the National Care Standards Commission and they can be contacted at their local office.
1210 Lansdown Court
Gloucester Business Park
Brockworth
Gloucester
GL3 4AB
In addition, we may also be inspected by the following other professional bodies.
- The Pharmacist
- Health & Safety Executive
- Environmental Health
- Training Personnel
- Social Services
- Hospital Placement Officers/Care Managers
This list is not exhaustive.
In addition to the above inspections, we also carry out our own internal audits. This is generally undertaken by the Managers and the Directors of the Company.
Feed back on the quality of service is always important to us and we are always ready to receive complaints and compliments. In this way, problems can be rapidly identified and corrected and good performance by our staff can be rewarded.
As Home Care involves access to your home we are very concerned about any breach of your safety and security.
If at any time, you feel unwell or insecure and you want us to attend you, please contact us as follows.
24 hour number – 01242 672022
Emergency numbers – 01242 662022 and 07766 881 880
If you require, we will hold keys to your property.
However, unless you direct otherwise, you should not tell us about the details of your alarm system. Indeed, this information should never be given to our staff under any circumstances.
Such information should be given in confidence to a Manager and it will only be recorded in a file kept in the office safe.
Our service is fully insured and cover as detailed below determines the maximum limit of indemnity that we can offer.
- Public Liability to £5,000,000
- Malpractice with an indemnity limit of £1,000,000
The insurance is renewed every March. A copy of the policy document will be kept in your care plan in your home.
For further information please browse the site, or
for specific information.
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Statement of Purpose ¦ Service
User's Guide ¦ Fees ¦ Integrity ¦ Home ¦Live-In
Care ¦ Cleeve Hill