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Frequently Asked Questions Questions Respite Care Do I have to bring towels and bed linen? We provide bed linen and towels. Do you provide transport? Yes, we can collect from Newcastle and Hexham train Frequently Asked stations and Longbenton on a Monday only, this is at an extra cost. Please request this at the time of booking and Questions guidance times will be given. Do the carers work on a waking night basis? No, the Care Team do not work on a waking night basis. Every room is fitted with a nurse call system which will alert the carers when someone needs assistance for safety reasons. Are you open all year round? No, our last week for the Care package finishes mid December and we start again at the end of January. Is there a facility to keep money and medication in a safe place? All rooms have a safe deposit box; you just have to ask for the key. However if you feel more comfortable for the Care Team to look after your money and medication, then they have a safe where medication is kept and recorded. When you need your money you just have to ask a member of the Care Team. Do you provide a nursing Calvert Trust Kielder care facility? No, our Care Team are not Kielder Water & Forest Park trained nurses. We can Hexham arrange for our District Nurse to come to the centre Northumberland if a guest requires specialist NE48 1BS treatment. A nursing need form must be completed by a member of the Care Team before arrival. Phone: 01434 250232 Will I have to bring my own hairdryer etc? Fax: 01434 250015 We do have a limited stock of electrical equipment such as Calvert Trust Kielder, Kielder Water & Forest Park, CD players, TVs and hairdryers. Please ask about these at E-mail: [email protected] Hexham, Northumberland NE48 1BS the time of booking. Telephone: 01434 250232 Fax: 01434 250015 Email: [email protected] Please note that mobile phones do not work in the area but If you would like this in large print please Company Registration 1596913 we do have a payphone in the centre. contact the Customer Service Team Charity Registration 511851 General Activity Holidays Self Catering How do I book? Do I have to bring towels and bed linen? Are the lodges fully accessible? Once you have decided when you would like to stay We do provide bed linen but not towels, so please bring Yes, the majority of lodges have level entry showers, bath with us, please call us on 01434 250232 or email us at your own. hoist, shower chairs, ceiling tracking hoists and height adjustable benches in the kitchen. Some of the lodges [email protected] and a member of the Is the centre fully accessible? Customer Service Team will be able to check Yes, the centre is on one level and is level entry both at the have electric beds, but if these are required they must be requested at the time of booking. availability for you. front and rear entrances. Most of our rooms are ensuite Do I have to pay a deposit? with level entry showers and shower seats. However some Do I have to bring bed linen and towels? Once you have made your provisional booking, a of them have showers over baths. Please discuss your Bedding is provided in all the lodges and if extra sets are deposit is required within 14 days of making your requirements at the time of booking with a member of the needed please ask at Reception. Towels are not provided booking. If this is not possible please inform us at the Customer Service Team. We can provide cot sides and in any of the lodges. mobile hoists but not electric beds. Please mention at the time of making your provisional booking. Where will our lodge be located? time of booking any specialist equipment you require as we We have five lodges that are located on the level by our only have limited supplies. main centre which are beside Cranecleugh Burn. The What age group and type of disability do you cater for? other five lodges are located up a hill from the main centre We cater for any type of disability and age group. However offering an excellent view of Kielder Water. we can not accept children under five years on our activities. Are you open all year round? How are the activities organised? Yes, the lodges are available to hire all year, even over The activities are fully accessible and are pre programmed Christmas and New Year. From November until March on a half day basis, so you return to the centre for lunch and not all of the facilities will be open due to necessary participate in a different activity in the maintenance. This will include the activities, hydrotherapy afternoon. pool and the main centre facilities. Reception will be open Can I bring a pet? from 9am until 5pm on a daily basis with the exception of Guide and assistance dogs are the Christmas and New Year period. allowed in the centre only. Do you provide transport? Yes, we can pick up from Newcastle When can I arrive and depart? and Hexham train station and Rooms can be accessed from 4pm on the day of Longbenton . This is only available arrival and must be vacated by 10am on the day of on a Monday or Friday and is an departure. extra cost. This must be organised at Do I need holiday insurance? the time of booking. We strongly recommend that you take out holiday Can you cater for specialist dietary insurance. We can not provide this service ourselves Can I bring our pets on holiday? requirements? and this must be done by you. The centre has The majority of our lodges do allow pets at an extra Yes we can. When you receive your booking confirmation comprehensive insurance and you are covered on this charge. The maximum number in any one lodge is three. pack a medical form will be enclosed. This must be insurance while participating in activities. Please inform us if you are bringing your pet at the time of completed and returned to us as soon as possible and will booking. Is financial help available? allow us to accommodate any special requirements. Do I have to pay for electricity and use of the Yes, we have access to some bursary funding, please speak to our Customer Service Team for more telephone? Do you have a room we information. Electricity and gas are included in the price of your lodge. can hire for our own Telephones are also provided in the lodges and you will use? be billed on departure for the calls you have made. Yes, we have a Conference Room that Can I join in with the activities? can be booked at an When you receive your booking confirmation pack, you Tourism Award Winner additional charge. It is will receive a pre booking activity form. This must be Tynedale Business fully equipped with a completed and returned to us, so we can see if we can Awards 2010 computer, a lypro accommodate you. The activities come on a first come projector, flip chart, first served basis and we may not be able to guarantee whiteboard etc. you activities if we are full in the main centre. However we will try our best to fit you in. .
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