Terms & Conditions

Charges   Statement of Purpose   Service User Guide

Please note the above fees are not adjusted for the Funded Nursing Care contribution receivable from the Primary Care Trust. These are collected by Brendoncare on behalf of the resident and refunded to the resident each month.

There is a surcharge of £50 per month on the above bandings for the rooms 17-21 on Oak Wing.

STATEMENT OF PURPOSE

Opened in 1997, Brendoncare Alton is a purpose built 75 bed care home offering a wide spectrum of care to older people. The Home increased to 80 beds in April 2011 when 5 additional mentally frail rooms were added. Our facilities and services include the following:

Elder Health Unit:
This Unit provides nursing and residential care for the physically frail consisting of 3 self-contained Wings, each with 15 single en-suite bedrooms, communal facilities and dining room with shared access to our communal gardens. There is a bathroom on each floor equipped with a specialised bath and chair hoist to provide assisted bathing. Rooms on the ground floor have access to the communal gardens. The 2 remaining wings are situated on the first floor and can be accessed via two lifts, with full wheelchair access throughout the Home.

There is provision for a television in each room and the Home is equipped with a digital telephone system and personal lines can be installed on admission. The resident will be billed separately for this service. All the rooms have lockable doors and secure drawer units are provided for personal effects and for the secure storage of self administered medication where appropriate. An assessment is made on the resident's ability to keep their own key.

Mental Health Unit:
At present 4 rooms on Cedar wing are contracted to the PCT for emergency respite care. The remaining rooms are self funding. In addition to the Elder Health Wings the Home also has 2 additional self contained Wings, with secure access at the entrance door for the mentally frail consisting of one 15 bed wing and one twenty bed wing. All rooms have en-suite and the wings have communal facilities and dining a room, sharing a secure separate communal garden and providing nursing and personal care for older persons with mental health problems. Both fire stairs and exit doors on each wing are fitted with access pads restricting access and preventing the risk of falls/injury.

In both Wings, all bedrooms, recreational areas, bathing and toilet facilities are fitted with a Nurse Call system which, when activated, will alert staff through the nurse call panel situated at the nurse station on the Wing. Each Nurse on duty carries a pager which alerts them in case of an emergency elsewhere, ensuring rapid response and immediate support. Exit doors are also monitored via this system alerting staff if residents exit through these doors.

Aims and Objectives of Brendoncare Alton

• To enable service users to be part of the community of the Home and the wider local community.
• To encourage and support the involvement in the Home of the relatives, friends and representatives of service users.
• To create an environment in which, as far as possible, Service Users can live in the style of their choosing despite failing health, functional impairment and compromised independence.
• To enable a dying person to live each day to the full and to provide care towards a peaceful death, with personal wishes met wherever possible.
• To provide a resource and teaching centre for the care of older people

The Brendoncare Foundation
The Old Malthouse
Victoria Road
Winchester
Hampshire SO23 7DU
Telephone: 01962 852133
Facsimile: 01962 851506
Email: enquiries@brendoncare.org.uk
Website: www.brendoncare.org.uk

Responsible Individual
Sam Foti
Area Operations Manager
The Brendoncare Foundation
The Old Malthouse
Victoria Road
Winchester
Hampshire SO23 7DU
Telephone: 01962 852133
Facsimile: 01962 851506
Email: sfoti@brendoncare.org.uk
Website: www.brendoncare.org.uk

Kevin Young: Care Centre Manager Brendoncare Alton
Due to the different services within the Alton complex Mr Young has the overall responsibility of the day to day management of the complex. He holds an HCIMA and has gained extensive experience over the past 30 years in the hospitality industry, especially in commercial management.

Brendoncare Alton
Adams Way
Alton, Hampshire, GU34 2UU
Telephone 01420 549797
Facsimile 01420 549898
Email: kyoung@brendoncare.org.uk

Vivienne Cuff: Registered Manager and Head of Care
The Registered Manager is the Head of Care, Vivienne Cuff who has overall responsibility for the care of the service users, compliance with the Regulations of the Health and Social Care Act 2008 and is accountable to the CQC. Mrs Cuff is a registered nurse with Managerial, Educational and Community Health Qualifications. She holds the Registered Managers Award and has worked at Alton for the past 7 years. She is assisted by Christine Warner, Nurse Manager for the EHU, a Registered Nurse with sound experience in care of the older person, gained by working at Brendoncare Alton for the past 14 years.

Brendoncare Alton
Adams Way
Alton, Hampshire, GU34 2UU
Telephone 01420 549797
Facsimile 01420 549898
Email: vcuff@brendoncare.org.uk

Maureen Bettles: Nurse Manager, Mentally Frail Unit
Mrs Bettles is a Registered General Nurse holding a certificate in Dementia Care as awarded by the English National Board and the Registered Managers Award. She has specialised in the field of dementia care for over 20 years and has sound experience managing a Care Home for residents with mental health needs.

Brendoncare Alton
Adams Way
Alton, Hampshire, GU34 2UU
Telephone 01420 549797
Facsimile 01420 549898
Email: mbettles@brendoncare.org.uk

Key staff members
Care Centre Manager: Kevin Young kyoung@brendoncare.org.uk
Registered Manager & Head of Care: Vivienne Cuff vcuff@brendoncare.org.uk
MHU Team Leader (MHU): Maureen Bettles mbettles@brendoncare.org.uk
EHU Team Leader (EHU): Chris Warner cwarner@brendoncare.org.uk
Homes Administrator: Vicci Elliot velliot@brendoncare.org.uk
Head Chef: Lee Geddes lgeddes@brendoncare.org.uk
Housekeeping Supervisor: Karen Dicker
Receptionist: Elaine Parsons eparsons@brendoncare.org.uk
Activities Supervisor: Louise Murkin lmurkin@brendoncare.org.uk
Domiciliary Service Manager (Mary Rose Mews): Pauline Forbes pforbes@brendoncare.org.uk

Staffing and Organisational Structure

• Appropriate qualified and adequate allocation of staff plays a very important role in Service Users' welfare. Therefore, we will ensure the following:
• Engage a Registered Manager who is qualified, competent and experienced for the task.
• Aim for a management approach that creates an open, positive and inclusive atmosphere.
• Operate effective quality assurance and audit systems.
• Employ staff in sufficient numbers and with the relevant mix of skills and qualifications to meet Service Users' needs.
• Adhere to recruitment policies and practices that both respect equal opportunities and protect Service Users' safety and welfare.
• Offer our staff a range of training that is relevant to their induction, foundation skills, experience and future development needs.
• Supervise appropriately all staff and voluntary workers.

The total staff complement, including all categories, is approximately 135.

The Line management is as follows:
The Care Centre Manager is responsible for the running of the site which includes the Home and the Mary Rose Mews Apartments. He in turn is assisted by a management structure of Head of Care and two Nurse Managers, each of whom have the responsibility for the two units which consist of one fifteen bed and one twenty bed mentally frail wing and three 15 bed frail and elderly wings.

Registered General Nurses and experienced care staff support the Registered Manager and Team Leaders. The nursing staff work in teams, consisting of a Registered Nurse and two Carers for each day shift. The MHU has three Carers on the morning shift due to the residents' special needs. Staff allocation is calculated according to residents' dependency levels. Staff generally work in one area to provide continuity of care. This practice also provides the opportunity to build up a good relationship between staff, the resident and relative. All new staff complete an accredited Induction Programme and a period of supervision before commencing work on their allocated Wing. The Training Coordinator carries out monthly audits on mandatory training to ensure that staff are kept up to date. The Head Chef is qualified to NVQ standards in Hotel & Catering Services. The Home also offers a personal laundry service.

Staff Training
The Foundation has a strong ethos for promoting self development and a skilled workforce to meet all the needs of the service user. At present approximately 91% of our carers from the Mentally Frail Unit (MHU) and 83% from Elderly Frail Unit (EHU) have achieved the NVQ Award in Care level 2 or 3.

• Registered Nurse structure consists of four levels;
• Registered Nurse
• Nurse Supervisor
• Nurse Manager
• Senior Nurse Manager
  

All Nurses have to achieve and evidence expected competency levels for their practice.

Admission Policy
A comprehensive pre-admission assessment is carried out by the Head of Care or Senior/Nurse Manager to determine that the prospective needs (physical, mental, social and spiritual) can be met by the Home. A Financial Assessment is carried out on all self funding residents before admission to the Home is authorised. Service users below the stipulated age with special needs i.e. Motor Neurone Disease, Bipolar Disorder may be admitted to the MHU if evidence can be provided that the Unit can meet their needs. A place will only be offered following the completion of a care management needs assessment where appropriate or a Brendoncare pre-admission assessment. Service users/relatives are always encouraged to visit the Home before admission if able to do so. Emergency admissions will be avoided whenever possible but in such an event the Home will provide the Service Users with details of the service available within 48 hours of admission and a statement of terms and conditions, a full assessment and agreed care plan within 5 working days.

On the Elderly Frail Unit admissions for self funding short term respite care are considered if there are rooms available and their care needs can be met, but not normally for a period of less than 2 weeks.

Service Users and the operation of the Home
Service Users' Rights
The rights of Service Users are at the forefront of Brendoncare's philosophy of care. We seek to advance these rights in all aspects at the Home and in the services we provide, and to encourage our Service Users to exercise their rights in full by:

• Encouraging them to attend and contribute to the residents meetings.
• MHU: Relatives meetings are held every other month.
• EHU: On a monthly rotation on each Wing we have informal coffee mornings in order to communicate the operation of the Home and arising issues.
• Relatives meetings are held every two months. There is also the additional opportunity to meet on a one to one basis with the Registered Nurses during the monthly care plan reviews or with the Head of Care or Senior/Nurse Manager whenever needed or requested.
• Service users and relatives have access to the management at any time if they wish to discuss concerns or complaints.
• Ensuring that Service Users have the opportunity to vote in elections and to brief themselves fully on their democratic options.
• Assisting Service Users to preserve full and equal access to all elements of the NHS and claim all appropriate welfare benefits.
• Encouraging them to register with a General Practitioner of their own choice, provided that the doctor is prepared to visit as required.
• Allowing Service Users to entertain visitors at all reasonable times of day, provided that other Service Users are not disturbed.
• Responding to the cultural, dietary and spiritual needs of each Service User, including death and bereavement services.
• Maintain confidentiality and privacy of our service users at all times.
  

Plans of Care and assessment of needs
The Home is working towards gaining the Quality Hallmark Award through implementation of the Gold Standard Framework in care homes programme which will ensure quality improvement and standards for the End of Life care/terminal care for our service users. All service users have an advanced care plan drawn up within 2 to 4 weeks of admission to ensure that their wishes and choices are met and inappropriate hospitalisation is prevented. Whenever possible, Service Users and their representatives are involved in drawing up their plan of care, both prior to admission and throughout their stay and they have access to their care records whenever they wish. They are also consulted when plans are reviewed for changing needs and notified if there are any changes in service users needs. Care plans are audited every 6 months.

The Head of Care and Senior/Nurse Manager are available at any time to discuss issues or problems with the care received. Each resident is assigned a named Nurse and Key worker on admission facilitating communication and dealing with issues about care. They have the overall responsibility for planning and delivering the resident's care.

Physical Needs
Physical needs are provided for by the following means;

• Registered Nurses - on hand 24 hours a day.
• GPs - visiting weekly and as required.
• District Nurses - visits as per referral.
• Dietician - as per referral for medically prescribed diets and also variety of home cooked diets.
• Speech and Language Therapist - as per referral for those residents with difficulty in swallowing.
• Physiotherapist - as per referral for residents with mobility problems for assessment and for providing walking aids.
• Optician - as per referral for residents with diabetes who require regular eye testing and others with visual problems
• An Optician Practice visits on a regular basis and conducts annual eye tests for each service user if needed or requested
• Dentist - as per referral
• Chiropodist - Private Practitioners visit the Home every two weeks and the Service User is seen on a six weekly cycle. An appointment may be made in cases of emergency. There is a charge for this service.
• Audiologist - as per referral for hearing problems and for supply of hearing aids. Any problems with hearing aids can be referred to the local volunteer hearing group who visit on request
• Alternative therapies can be arranged if so requested by the service user, such as aromatherapy and massage
• Wheelchair assessment service - as per referral
  

Psychological Needs (MHU)
Psychological needs are provided for by the following means:
Registered Mental Nurses/Registered Nurses with mental health experience are on duty 24 hours a day.
Trained in safe management of people at risk of falling, absconding, self damaging, challenging behaviours, providing psychological support and protection of vulnerable adults
Psychiatrist/Psycho-geriatrician is available as per referral from the responsible GP

Social Needs
Social interaction is encouraged by:

• Maintaining contact with relatives/friends through letter writing.
• Residents may have their own telephones installed in their rooms.
• Outings/Trips to places of interest are arranged when possible
• Residents are free to go out at any time on outings arranged by family or friends
• Visitors are free to visit at any reasonable time of the day.
• Residents have access to TV and Radio.
• Residents and Relatives can make use of the Restaurant within the Home, which is licensed to sell alcohol.
• Daily delivery of newspaper or magazines as requested (there is a charge for this service)
• Hairdressing from the Home's Hair Stylist either in the comfort of the residents room or in our on-site hair salon, or from the resident's own Stylist (there is a charge for this service)
• Mobile Library: visits every six weeks

Transport can be arranged for any visits to hospital/community centre for specialist appointments (there is an additional cost for providing an escort if necessary)

Specific Therapeutic Therapies in the Home
The Activities Coordinator and Activities Assistant present a planned programme of activities, including one to one and group activities and sessions, outings and outside entertainment for the Home. Every service user is asked to complete a 'Life History' form which helps the team to draw up a plan of activities specific to their preferences and interests. The Activities Coordinator has developed a team of regular volunteers who help with both one to one and group activities. Activities include:

• Art classes are held one morning each week.
• Reminiscence Room/multi sensory stimulation (hearing, smell, touch and sight). It is situated in the MFU but is available to all residents of the Home
• Monthly Movies.
• Volunteers: visit residents on a one to one basis
• Weekly armchair exercises are held
• One to ones include reading, massage, companionship.
• Weekly informal coffee group
• Tuck-shop is situated within the Home and a weekly shopping trolley for those service users who are immobile
  

Safeguarding
The home has strict protocols in place for reporting any safeguarding issues and has developed sound links with the local authorities for guidance and support on any concerns.

Spiritual Needs
A Vicar from the Church of England conducts a service and communion every two weeks within the Home and individual visits can be arranged if requested by the resident or their relative. Every effort will be made to ensure that visits from other denominations take place if the resident so wishes.

Debbie Thompson, the Chaplain for older people in Alton, works for the Simeon Trust, which promotes the spiritual care of the residents in care homes. She visits the Home on a regular basis supporting both the residents as well as staff if needed.

Residents' choices regarding their last wishes are discussed with them and their families, at an appropriate time of their choice. Brendoncare takes pride in providing terminal care for residents guided by the Gold Standard Framework. The families are always encouraged and supported to be involved in the care of their relative through this period.

Mental health needs
Professional advice on mental health needs can be obtained from Senior/Nurse Manager on the MHU when necessary or per referral to the Community Psychiatric nurse via the GP.

Privacy
We recognise that living in a communal setting, and the need to accept help with personal care, are inherently invasive of a person's right to be alone and undisturbed. We therefore, strive to retain as much privacy as possible by:

• Providing intimate assistance as discreetly as possible.
• Acknowledging Service Users' wishes to furnish and equip their rooms in their own style.
• Offering a range of locations around the Home for Service Users to be alone or with selected others.
• Providing locks on Service Users storage space, bedrooms and other rooms in which Service Users need at times to be uninterrupted.
• Respecting Service Users' privacy when using the telephone, opening and reading post and communicating with friends, relatives, representatives or advisors.
• Ensuring the confidentiality of Service Users' information held by the Home.
  

Dignity
Disabilities can quickly undermine dignity, so we strive to preserve respect for our Service Users' intrinsic value by:

• Treating each Service User as a special and valued individual, including respecting their wishes regarding the form of address used by staff.
• Helping Service Users to present themselves to others as they would wish by encouraging them in their choice of clothing and assisting them with their personal appearance.
• Facilitating a range of group and personalised leisure activities, supported by an activities co-ordinator, which enable Service Users to express themselves as unique individuals.
• Assisting Service Users with their communication, physical functioning, mobility or appearance, in order to compensate for the effects of disability.
• Providing assistance as tactfully as possible.
• Refraining from any form of restraint on Service Users except when it is essential for their own safety or the safety of others. Any form of restraint is only used after a risk assessment has been completed
  

Independence
We are aware that our residents give up a great deal of their independence on admission to the Home. We value the importance of maintaining their independence by:

• Tactfully providing any assistance, human and technical, when needed.
• Maximising their remaining capabilities for self care independence and tasks for daily living through Brendoncare's Initiative 'One Small Step'. Whenever possible the resident identifies the activity outcome, no matter how small, that they wish to achieve on a daily basis.
• Ensuring the residents and relatives contribution to drawing up care plans
• Residents are encouraged to self medicate whenever possible once a risk assessment has been carried out.
  

Choice
We aim to increase the opportunities for choice in all aspects of their lives by:

• Daily choice of meals from a menu plan that is rotated at five weekly intervals. The menus are amended every 3 months
• Our catering staff team provide meals that are varied, tasty and well presented.
• The Home's restaurant can be used by residents and their visiting relatives enabling them to dine together.
• Themed dinners are organised on a regular basis i.e. Burns Night, Valentine's Day. These can be attended by both residents and relatives.
• Each resident has a meeting with the Home's Chef on admission to discuss dietary requirements and a member of the kitchen team will seek one-to-one feedback from residents on a regular basis.
• Offering a range of activities from which residents can choose to participate if they so wish.
• Retaining flexibility, as much as possible, in the routines of daily life in the Home.
• Respecting individual, unusual or eccentric behaviour from residents.
• The resident may choose to retain their regular GP unless they are not from the Alton Area. A referral is then made to Dr Mike Hayward, the GP from the local health centre.
• A choice of colour for painting their rooms is offered to all incoming residents and they are encouraged to bring personal items with them such as pictures, photos etc.
  

Diversity
We try and demonstrate that we welcome the diversity of people in the community of the Home by respecting and providing for the residents' cultural and religious needs. We support our residents in the celebration of events which are important to them.

Complaints
Despite everything that we do to provide a secure and happy 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 operate a simple, clear and easily accessible complaints procedure.
• Take all necessary action to protect Service Users' legal rights.
• Protect Service Users from abuse and from potential abusers.
• These objectives are attained through training programmes, regular staff meetings and appraisal systems
• Please refer to Complaints enclosed in the Service Users Guide
  

Security and Safety
We aim to provide an environment that is both safe and secure for our residents. Risk assessments are undertaken to minimise risks within the Home. Control measures in place include:

• Digital locks and door alarm systems secure the MFU to prevent absconding and falls.
• Opening of windows limited to six inches to reduce the risk of falls from heights.
• Main entrance doors are locked once receptionist leaves at 5pm.
• Entrance to the Home is gained via an Access Code for use by staff and regular visitors or via a remote video entrance system.
• Any breach in security is reported immediately to senior staff on call.
• Visitors are required to sign the Visitors Book on arrival and departure.
• Night staff ensure the perimeter of the building is secured at the end of the working day.

Fire and Emergency Procedures in the Home
Fire security is of the utmost importance within the Home. To minimise the risk of fire, the Home has a fire risk assessment carried out by a reputable fire safety provider.

• The risk assessment is undertaken by a competent ex Hampshire Fire and Rescue Watch Commander and reviewed annually or following any alterations. Other control measures include:
• Fire Procedures are displayed at the entrance of the home on the reception desk.
• The fire system was upgraded to an addressable system in November 2009 and the fire panel is located in the main Reception area.
• Smoke detectors and alarms are installed throughout the building.
• The fire alarm is tested on Mondays at 9:30am.
• The Home complies with the Regulatory Reform (Fire Safety) Order 2005 (FSO).
• Fire safety training is provided by both an external organisation and an in-house trainer twice a year.
• The night staff receive fire training every 3 months.
• Approved contractors regularly maintain the fire systems, emergency lighting and extinguishers.
  

Environment
The physical environment is designed for each service user's convenience, comfort and safety. The buildings and grounds are maintained in a safe condition by 2 full time maintenance staff. Adequate specialist equipment is available to maximise Service Users' independence. The size of Service Users' rooms complies with the National Minimum Standards requirements and are all en suite. This accommodation is furnished and equipped to meet the needs of the resident who are always encouraged to have their own possessions around them. The premises are kept clean, hygienic and free from unpleasant odours. Domestic staff are on duty daily for each wing. There is adequate communal space: a dining room and communal area on each wing. A redecoration or refurbishment programme is ongoing to ensure presentation is maintained.

Quality Assurance
We aim to ensure that standards of care for the residents at Brendoncare Alton are resident centred and to deliver high standards of care and by so doing create an environment of excellence through:
Evidence that a strong framework of clinical governance is in place through the strategy of planned programme of audits both internal and external (as conducted by Central Office Management and the management team of the Home)
To ensure that staff professional development is encouraged and maintained to the standards of the Foundation and to the compliance of the Essential Standards of Quality and

Safety
Brendoncare Alton is currently undergoing the Hospitality Assured Accreditation to ensure the catering (and support services) function is working to an external standard for excellence.
The RCC Award for Resident Centred Care was achieved by the Home. Brendoncare Alton was the second Home in the UK to achieve this award in October 2008.
In December 2011 the Home applied for registration leading to the accreditation of the Quality Hallmark Award for the Gold Standard Framework

SERVICE USER GUIDE

A Service User Guide is issued to all prospective residents or relatives to provide the information to assist them in choosing a Home most suited to their needs. Further copies are available on request and in larger print if needed.

The Service User Guide is a comprehensive pack containing the following information

• Statement of Purpose
• Copy of complaints procedure
• Copy of most recent inspection report
• Standard contract
• Dependency levels/Fee Structure
• Social History form

A visit to the Home can be arranged for those individuals who would like to consider Brendoncare Alton for their loved one's care needs. A member of the Management Team will take interested individuals on a guided tour of the Home and explain our service as identified in the Statement of Purpose. We would also recommend that, whenever possible, you bring your relative to visit the Home with you along with any other close relatives or friends.