Service user guide
Lakeside is an established residential home for the elderly. It is situated a few miles from Okehampton Devon. Lakeside offers extensive views over the surrounding grounds, which includes lawns, flowerbeds and lakes. Has been rated (excellent) CQC information can be viewed on CQC web site at www.cqc.org.uk
The lakes are surrounded by natural meadows and woodland, which are home to some of Devon's rare and most beautiful flora and fauna.
All this is set in glorious rolling countryside and has far-reaching views, with Dartmoor National Park as a majestic backdrop.
The Purpose of Lakeside Residential Home
Is to provide a pleasant haven, for up to 29 service users, in a relaxed, homely and safe environment, for people who have reached a stage in their lives when they need support
• To provide a home for life, as long as our registration criteria can be met.
• To provide this according to individual requirements, always ensuring that independence, privacy and dignity are respected and promoted at all times.
• Lakeside is registered to cater for older people, over the age of 65 (Not dementia or nursing).
• Provide help with personal care tasks by providing 24-hour care by trained staff.
• Care staff will assist, support and promote service users' own capacity for self care.
• The home will maintain personal and oral hygiene in consultation with professional help when required.
• Any other specialist medical and therapeutic services and care from hospitals, community health services will be sought according to need.
Building, Grounds and Facilities
Details of your individual accommodation can be found in your Service User's contract of services and facilities. Your bedroom has a radiator with thermostat control please ask a member of staff if it needs adjusting.
Lakeside has 4 large lounge areas providing plenty of space and 1 small lounge area for quiet activities. The Cinema Room provides seating and recreational space; The Lake Room provides seating, with views over the lake. The study provides an area for quiet pursuits, such as reading. The Fountain Room provides seating over-looking a water fountain and beautiful views over the surrounding area.
The Dining Room is situated centrally between the lounge areas.
Facilities and Grounds
Lakeside offers a range of facilities:
• Accessible Gardens
• Extensive grounds with pathways for you to access with a member of staff for assistance.
• Internet Access
• In-house Salon/treatment room
The right that you have to be left alone and undisturbed whenever you wish. We understand that living in a communal setting can sometimes be difficult and you may not always want to be involved with activities etc. in the home, so we aim to provide quiet areas within the home.
Understanding your individual needs and the routines that you would like to follow in your daily life, and treating you with respect at all times.
Allowing you to take calculated risks, and to make your own decisions. Helping you to maintain independence by affording you the time to carry out your daily routines without interruption from staff, unless you require assistance.
Giving you the opportunity to select for yourself from a range of options. To be involved in all decisions regarding your care and accommodation.
Enabling you to realise your own aims and helping to achieve these goals in all aspects of daily life.
Going Out and Social Activities
At Lakeside you can enjoy an array of social activities and games within the home, for example film-nights, quizzes, bingo, card evenings, and painting workshops.
You are free to come and go as you please, however we request that you inform a senior member staff when you leave and when you are expect to return.
As well as the activities and the outdoor facilities at the home, Lakeside provides trips out on a regular basis.
There are no strict mealtimes, but our suggested times are as follows:
Breakfast – in bedroom on tray or served in dining area.........................8:00 – 10:30 am
Mid-morning drinks............................................................................11:00 am
Afternoon Tea.....................................................................................3:00 pm
Evening drink & snack.........................................................................8:00 pm
You are welcome to have meals in the dining room and socialise with other service users. Alternatively you can have a tray delivered to your room for any of the daily meals at your preferred time. There is also a dining table provided in the Fountain Room, which can be used for family meals and special occasions. There will be a small charge for meals taken by family members.
Doctors, Dentists and Opticians
When you need to use these services transport can be arranged by Lakeside if other transport is unavailable, this service is provided for no extra charge for local surgeries. Transport further a field will be charged at cost. Alternatively, we can arrange for visits to be made to you in the home.
If required, in addition to newspapers provided by the home, you are welcome to order publications, which can then be delivered to your rooms daily. You will be responsible for payment of the publications ordered.
You may attend religious services either within or outside the home, as you so desire. If services are outside the home, then you should, if necessary and where possible, arrange for transport and accompaniment by friends or relatives. In the event of this not being possible, care staff may accompany you on specific occasions if staffing levels permit.
You have the right to meet clergy of your chosen denomination at any time. If required, a private room will be available for such meetings.
Lakeside provides an inclusive laundry service for your personal garments. It will be necessary to discreetly mark clothing for identification purposes.
Cleaning of Rooms
A full service is provided for all rooms. This will be done at a time that does not disrupt your daily routine.
In the interest of health and safety, Lakeside operates a No Smoking Policy within the building. There are designated smoking areas in the grounds and on service users' patio areas.
You will be issued with keys to your room and you will be responsible for their safe custody.
Your family and friends are encouraged to visit regularly, and maintain contact by letter or telephone when visiting is not possible. Visitors will be welcomed at all reasonable times, and are asked to let the person in charge know of their arrival and departure from the home. For security and fire safety reasons, visitors must sign the visitor's book on each occasion.
You have the right to refuse to see any visitor, and this right will be respected and upheld by the person in charge who will, if necessary, inform the visitor of your wishes.
In the event of an outbreak of infectious disease or illness, no visitors will be allowed until the appropriate authorities have given the all clear
We acknowledge that Lakeside is your home and we encourage you to be a part of the decision process involved in any changes. Regular meetings are held to obtain the views of all service users, on a wide range of subjects.
We provide a service for outgoing mail. Incoming mail will be delivered to your room.
To enable us to identify your needs, a personal care plan will be put together with you. To help with your continuing care you will be assigned a keyworker who will help with all your care requirements. The care plan will be reviewed regularly with you to ensure we continue to meet all your needs.
Lakeside provides a selection of opportunities to help you to stay healthy. It is hoped that one or more of our facilities will appeal to you.
Insurance and Valuables
Service users are recommended to take out insurance for their personal belongings.
Safety and Support Systems
Call units are located in all rooms and corridors to enable you to summon help or assistance. Staff are on duty 24 hours a day to respond to calls.
Health and Safety
You will be shown the fire exits on arrival.
If you discover a fire:
• Sound alarm
• Use nearest fire exit.
If fire alarm sounds:
• If in immediate danger use nearest fire exit.
• If not in immediate danger stay where you are.
• Wait for staff to give further instruction.
In the Event of a Fire
• Don't panic
• Co-operate with staff
• If you need to leave the building, follow the green exit signs
• Leave all possessions behind
• Do not re-enter the building until it is safe to do so
Staff are trained in the fire procedure and has regular fire drill practices they will take control of the situation.
• The home has a modern fire alarm fitted. "Fire Exit" notices and "Fire Emergency" notices are displayed at strategic points throughout the home.
• All fire systems and fire alarm engineers test alarms weekly and annually. Records of all testing are kept at the home.
• All fire-fighting equipment is checked weekly and will be serviced annually by a fire extinguisher engineer.
All service users, staff and visitors are expected to act in a manner that promotes their own health and safety, as well as the health and safety of others in the home.
Wills and Powers of Attorney
We strongly advise you to make a will and notify us as to where it is kept, so that we can include the information in your personal records. We would appreciate having information on any power of attorney, advanced decisions or advanced statements you have in place so we can follow your wishes.
Lakeside will quote an inclusive weekly charge covering accommodation, food, care, heating, facilities and some outings. Payment is required in advance, by standing order each calendar month. Charges are reviewed annually, taking into account inflation and special requirements.
Fees – included
• Trained staff, 24 hours a day
• All meals (including provisions for special diets)
• Room cleaning
• Laundry service
• Call system
• All utilities (central heating, water, electricity etc)
• Some newspapers
Fees – additional
• Visits from private physiotherapists, chiropodists etc.
• Alcoholic drinks
• Private phone calls
• Publications in addition to those provided
• Dry cleaning
• Personal toiletries
Holidays / Absences
Lakeside will credit an amount of 10% of the standard weekly fee for each whole week (7 days) that you are away.
Registrations and Inspections
Lakeside is registered with C.Q.C. They make periodic and unannounced visits to the home, and produce a written report. You may request to see any of the reports at any time also relatives and representatives can request access. A copy of the latest report will be available in the study.
Contract of services and facilities
The Contract – This is a formal signed agreement between Lakeside and you accepting the Terms of Residence.
Termination of Residency and Limits of Care
Lakeside is registered as a residential care home and is limited to providing what is called personal care. Therefore we cannot provide technical nursing or dementia care. However we aim to provide a home for life as long as our registration criteria can be achieved. In the event of your health deteriorating to the extent that the care the home provides, is no longer suitable an in-depth assessment will be made by all professionals concerned i.e. Registered Manager G.P, D.N etc before any decisions are made. If for any reason we are unable to continue to provide accommodation due to your change of health we are obliged under our registration to give you one month's notice. No notice will be actioned without full consultation with you, your relatives or representative, and support will be given in finding alternative accommodation. Lakeside normally requires a month's notice or payment in lieu should you decide to leave. However, this may be waived in exceptional circumstances. On the death of a service user two weeks payment will still be required, for room clearance and refurbishment, if an overpayment a refund will be made to next of kin or the executers of the estate.
A suggestion box is available for you to make suggestions on the service at Lakeside and we welcome any comments on how to improve our service at Lakeside. Service users are welcome to approach the manager on any matter.
Service users and representatives are assured that all concerns and complaints will be dealt with as quickly and sympathetically as possible. We welcome comments and complaints so we can improve our service to you.
The service user can at any stage contact The Care Quality Commission:
The Care Quality Commission
CQC South West
Newcastle upon Tyne
Tel: 03000 616161
Service users do not have to make a formal complaint for action to be taken. Any complaint will be logged and acted upon as quickly as possible. You will be kept up to date on the progress of your complaint. If you feel we have not dealt with your complaint to your satisfaction then you may make a formal complaint.
Formal complaints should be made using the Complaints Form or by sending a letter to the manager in which the writer states that they wish to make a complaint.
The manager will follow the following procedure:
1. Log your complaint.
2. Write to you within seven days to acknowledge the complaint.
3. Inform you who will be investigating your complaint.
4. Inform you of the estimated length of time the investigation is likely to take.
5. Inform you that you have the right at any time to refer the matter to The Commission For Social Care.
The complaints procedure is confidential. Whenever possible the investigation should be completed within 28 days. If the investigation is to exceed this period the manager will write to you with the revised conclusion date.
Following the completion of the investigation, a meeting will be arranged with you. The manager will provide you with a written Complaints Investigation Report. This will include the following:
1. The nature of the complaint.
2. The action taken to investigate the complaint.
3. The people involved in the investigation
5. Action plan
6. The right to take the matter to The Care Quality Commission.
7. Anyone making a complaint will not be discriminated against in any way.
Once a complaint has been investigated and concluded, no further action will be taken without sufficient grounds, for winning purely to cause annoyance frustration or worry to another.