Q How do I apply for a place at the Waverley Care Centre, either for myself or on behalf of a relative or friend?
We think it is very important that you come along and visit us before making any decisions. You are welcome to make an appointment to see the facilities and talk to staff and existing patients. In this way, you will be able to make up your mind whether Waverley Care Centre offers the care that you need. It is vital that all the relevant issues are openly discussed so that you can make an informed decision about the suitability of a placement with us.
Q How much of a say do residents have about the care they receive?
We encourage all our residents to play a full part in planning the type of care they require and in reviewing at regular intervals how well that care is meeting their individual needs. In other words, we want all the key decisions about care to be made jointly by you, as the recipient of services, and by ourselves as the professional care providers. Ideally, we should work together as a partnership.
Where our residents are happy to involve their relatives, we welcome the opportunity to discuss care plans with them as well. We like to ensure that everyone involved in the process is kept as fully in the picture as possible about the care provided and any changes that may be necessary.
Q What help is available towards the cost of a place?
All our patients qualify for an NHS contribution towards the cost of their nursing care. The NHS currently pays a sum of £129.59 per week.
Depending on your financial circumstances, you may also qualify for financial help from the social services department of your local authority. This is intended to cover all or part of the other costs involved in your care, including non-nursing care, accommodation, food, cleaning, laundry and so on.
To determine whether you are eligible and, if so, how much money you will receive from the local authority, you have to undergo a financial assessment.
Some of our patients do not qualify for financial help from the local authority. In other words, they find all of the costs from their own resources (other than the NHS contribution to nursing costs mentioned
Q What daily activities are organised for patients?
We organise a range of activities tailored to the specific needs and interests of individual residents.Some of these activities are designed to help keep patients as physically mobile as possible, which is a key factor in maintaining their independence.Some activities are intended to keep residentss as mentally stimulated as possible, which is also very important in ensuring that they can carry on doing as many of the things they enjoyed doing before coming to the Waverley Care Centre.
The following are examples which illustrate the very wide range of activities available to our residents:
Outings into the local community are also organised so that our residents can visit the places they like and so that they can maintain contact with familiar environments. Examples include trips to:
We are always open to new ideas and suggestions from our residents.
Q What are the arrangements for meals and refreshments?
We recognise the importance of good nutrition. Our chefs work hard to provide meals that are appetising, balanced and attractive. They are also highly experienced in meeting specific dietary requirements.There is plenty of choice on our menus. But if you don’t like what is being offered, the kitchen will do its best to provide you with something that you do like.
Mealtimes are flexible to suit the particular needs of individual residents.
Q How flexible are visiting times?
We think it is very important for our residents to stay in touch with their loved ones and friends. So they are encouraged to receive visitors at any time during the day and evening. All we ask is that, for health and safety reasons, visitors sign in when they arrive and sign out when they leave.
Q What arrangements are made for patients to access GP, dental, optical and other primary care services?
Residents in nursing homes may retain their existing GP if they wish to and if the GP is able and willing to continue providing the same service as before. If, for any reason, this is not possible, then we will ensure that a new GP is allocated to you. The GP will prescribe any medication that you may require. Residents’ health needs are regularly reviewed and, as required, their GP will make
any necessary changes to their prescription.
Q Can personal furniture and electrical appliances be brought into the home?
We strongly support the ‘personalisation’ of our residents’ rooms so that they feel as much at home as possible. This means that, within the available space, they are welcome to bring individual items of furniture with them.
As far as electrical appliances are concerned, they can be brought into the home provided that our electrician first inspects them to double-check that they are safe.
Q How do patients/relatives take up any concerns or complaints they may have about the service provided?
Whilst we do everything possible to deliver a high quality service to our patients, there are bound to be times when we do not get everything right for everyone. When that happens, we want to know about it as soon as possible. If you tell us what the problem is, we can sort it out there and then. We encourage our residents – or their relatives – to speak to the person in charge at the time. They will make a note of it, deal with it immediately if they can, or refer it to the manager.
We also have a formal complaints procedure if the matter cannot be resolved to your satisfaction. Rest assured that we look on complaints as a key part of our system of quality control.