The Service User Guide
For a full version of this report please download the PDF below.
Financial Arrangements and Fees
We are committed to providing value for money within our comprehensive and caring service:
The fees charged are dependent on:
- the type of facility required, and
- the type of care package and needs of the individual Service User
Depending on the personal financial situation, a Service User can either pay the fees privately or receive benefits arranged by social services.
The current rules can be complicated and specific advice is available from the Home Manager Mr. Simon Greaves
Fees - What is included
- Fully trained staff in 24 hour attendance
- Good Home Cooking
- Provision for Special Diets
- Laundry Service
- GP visits when required
- Call System
- Full Central Heating
- Manicure and Hand Massage
- Private chiropody
- Opticians
- Toiletries
- Entertainment and external outings
- Hair dressing
- Telephone call (except international)
Fees – What is not included
- Dry cleaning
- Dental charges
- Medical appointments
Pets
Whilst we acknowledge the fact that many people have pets for company during their lifetime and that they may wish to bring an animal with them when they move, the management has a responsibility to all the Service Users with regard to Health and Safety. The Haven is unable to allow pets within the home.
Medication
If a Service User wants to be self-medication and is safe to do so then all help and advice is given. Otherwise all drugs will be managed by the staff and dispensed and ordered for them under the instructions of the Doctor. Any Service User may request to see a doctor in private if they wish. Relatives are asked if they wish to provide Homely Remedies, these must be discussed first with the Home Manager.
Telephone
The home has a phone, which can be used by the Service Users for incoming calls. It can also be used for outgoing calls free of charge except international.
Meals
Menus will be varied, and provide a balanced nutritional diet. Service Users are encouraged to eat in the dining room but may eat in their own room if this is their choice.
Tea, coffee and other hot drinks are served and available 24 hours a day, visitors are also catered for.
Leaving or Temporarily Vacating
If a person wishes to be discharged from the Home, then 4 weeks notice must be given of this intention, or 4 weeks fees paid in lieu of notice. These conditions are waived during the 4 week trial period. If a Service User temporarily moves out of the Home (e.g. to receive hospital treatment) the bed is retained for a period of eight weeks, provided 100% of the normal fee is paid. In the case of social work funded Service Users, this retention period would be reviewed by the Home Manager.
Complaints
If as a Service User, relative or visitor, you feel that there is cause for complaint, you should first discuss the matter with the person in charge. If the matter is in your opinion, a serious one, or if you remain dissatisfied, you can record the complaint in the Complaints Register, which is available from Reception or from the person in charge. A full investigation will be made into the complaint, and you will be advised of the outcome within 28 days after the date the complaint is made.
If after this investigation, you are still not satisfied, or if you feel that the complaint is of a serious nature and you wish to speak to a registration officer first, then you should contact the C.Q.C:
A copy of The Haven Rest Home complaint procedure is on display in the by the front entrance.
Bereavement
In the unfortunate event of bereavement, the family can expect every possible support and consolation from staff.
Whereas funeral arrangements are usually made by the next of kin, the Home Staff can be relied upon to assist and explain what is required. Where there is no next of kin, the staff will attend to the necessary arrangements, with the costs of this charged to the resident’s estate. On admission you will be asked your intentions regarding your funeral arrangements.
The Haven Rest Home is a small 17-bedded residential home, registered in the care of E.M.I service users. We aim to provide care and attention for those who which to spend their retirement in a secure caring atmosphere. Our 14 bedrooms accommodation, offers all the facilities to ensure comfort and care.
A care call systems and fitted in all bedrooms, along with T.V. points. The Bathroom is fitted with a bath hoist along with a wet room shower. A stair lift provides easy access to upstairs bedrooms.