Welcome PACK BROOK VIEW WEST MOORS
We have prepared the enclosed information to help you settle in quickly and comfortably. Once you are familiar with all aspects of life in the home, and with your permission, we’ll collect this folder so you don’t need to store it in your room. Please be assured that this information is also available on our website www.BrookViewCarea.co.uk, plus if preferred, you can request a copy at any time in the future for reference. All photographs featured are genuine photographs from within the Colten Care family, but not necessarily of Brook View. friendly • kind • individual • reassuring • honest to Welcome Colten Care Colten
Section 1 Welcome to Colten Care
friendly • kind • individual • reassuring • honest Our promise and values
Colten Care has a guiding promise, to which each of our team can be held accountable. Our promise, ‘Cherishing You’, is made to every individual resident. It’s a commitment to a style of care which is underpinned by our five values. Friendly – welcoming, approachable, eager to listen and help Kind – respectful, patient, thoughtful, taking time and doing what’s needed Individual – attentive, responsive, embracing uniqueness Reassuring – high standards, inspiring trust and confidence, taking responsibility Honest – realistic, open, ready to acknowledge mistakes and put them right, unafraid of difficult conversations. Welcome to Colten Care 3
I’m Mark Aitchison, the Chief Executive of Colten Care and I’d like to welcome you personally to the Colten Care family.
The idea of family is central to us in so many ways. We are a family owned and run business, which means we’ve been free to create our homes without compromise; with the kind of facilities and care we’d like our own loved ones to enjoy. As a team we have developed a promise we make to our residents, underpinned by five values. These are explained on the sheet opposite and examples of our values in action can be seen in our Values Book in reception as well as diary stories on our website.
Working with our sister company, Colten Developments, we have built a family of homes across Dorset, Hampshire, Wiltshire and West Sussex. Our first opened in 1980 on Lymington high street, while our footprint most recently extended into West Sussex in 2015. We are very proud of each of our homes, recognising that each has its own distinctive character and personality, which is developed and nurtured by the staff, residents and their friends and families.
We are all one team committed to providing you with the highest standards of clinical and social care, so you are free to enjoy each day the way you choose.
We hope that you will quickly find life in this home to be comfortable, welcoming and enjoyable.
I’ll hand you over now to your Home Manager, who will explain a little more about the home.
Mark Aitchison Chief Executive
Welcome to Colten Care 5
Welcome to Brook View...
... an ideal and idyllic residential and nursing home.
Hello, I’m Maggie Tomlin, Home Manager and it is my role to ensure that Brook View’s residents receive the best possible care and quality of life.
My accent quickly gives away that I am Scottish by birth. But I settled in Poole with my husband after a period travelling the world with his job in the RAF.
Brook View also has its own Scottish mascot - my West Highland Terrier Geordie - who comes to work with me each day and is popular with staff and residents alike.
I have managed nursing homes for over 20 years, including 15 years with another provider in the South and I would like to think that care is my vocation, rather than my job.
I think Brook View feels a lot like a family home: comfy and welcoming, with plenty of natural light, not least in our spacious lounge overlooking the gardens. 6 Welcome to Colten Care
And life here at Brook View enables residents to retain their individuality and independence, while feeling safe, cared-for and part of a community.
We have a full programme of daily activities, which you can dip in and out of as you wish.
We welcome residents’ family and visitors and host regular entertainment from outside organisations.
We also have an in-house hair salon and a garden room which can be enjoyed all year round and the home is situated just a short distance from the many shops and amenities of Ferndown.
This pack has been written to help you settle in. I hope it gives you all the information you need about the facilities, day-to-day services and roles of the various staff members.
But if having read it you have any questions, please don’t hesitate to speak with me or another member of the team.
My door is always open and Geordie and I look forward to welcoming you. the team Introducing Introducing
Section 2 Introducing the team
friendly • kind • individual • reassuring • honest
Welcome to Colten Care Introducing the team 7
Introducing the team
Our home has around 100 staff, most of which are permanent but we do have some more flexible ‘bank’ workers who we can call on from time-to-time. Those on the ‘bank’ team are very much part of Colten Care, and often work at more than one of our homes. All of our staff undertake a comprehensive induction and training programme on their arrival and then continue to benefit from regular training, depending on their role, to ensure professionalism as well as compliance. We are delighted that many of the team have worked in our home for a very many years, bringing the benefit of plenty of experience.
We each have a different daily role but be assured that each person is part of one team, committed to you, ensuring your happiness and comfort each day.
If you have any questions about staff teams, individuals, training etc. then please feel free to ask the Home Manager. We will now briefly explain some of the key staff roles in the home:
Home Manager: is ultimately responsible for every aspect of life in the home. Our managers have substantial care home experience 8 Introducing the team Welcome to Colten Care
(many of who are registered nurses) and will have been able to demonstrate their managerial and leadership abilities.
Head of Care: is a nursing professional who leads the nurses and healthcare assistants, overseeing all aspects of clinical care in the home. The Head of Care will also deputise for the Home Manager when they are away.
Home Administrator: manages clerical and other daily administrative tasks in support of the Home Manager. Will often liaise with families and friends on behalf of residents.
Customer Adviser: responsible for helping nurture and manage enquiries into the home – conducting show-rounds and ensuring new residents’ arrivals are smooth.
Activity Organiser: plans and delivers a full daily programme of optional activities designed to meet the many different interests of our residents.
Colten Companions: often working alongside the Activity Organiser this team provides companionship and support for residents who can’t or choose not to participate in the group activities. Welcome to Colten Care Introducing the team 9
Chef: leads the kitchen team, including Kitchen Assistant and Kitchen Domestic as well as the waiting team. They are responsible for the ordering and preparation of food. Regular liaisons with the Head of Care means any clinical nutritional requirements can be incorporated, as well as liaise direct with residents to respond to specific preferences and requests.
House Keeping & Laundry: ensures your room and home is spotless, odour free and that your clothes and linen is clean, fresh and ironed.
Gardener: ensures that the outside areas of our homes are beautifully laid-out, relaxing and safe. They will often involve residents who want to maintain their enjoyment of plants and the garden. Some tend a kitchen garden.
Maintenance: ensures everything functions in the home and in the residents’ rooms, as intended. He or she will also provide support for residents who need help in their room with furniture or hanging pictures.
All staff wear a badge to help you with their names. You will come to recognise the different uniforms or job related clothing. 10 Introducing the team Welcome to Colten Care
Central support: Colten Care has a central office-based team whose role is to support our homes teams in many different ways. These teams are often in the home so you may meet these people from time to time. The ones more likely to visit your home are:
Operations team providing clinical, quality, commercial and admin support.
HR team providing recruitment, training, personnel, health & safety support.
Estates team providing maintenance support.
Marketing team providing support with events and enquiry generation. Welcome to Colten Care Introducing the team 11
Company structure
Colten Care is wholly owned by the two founder families and does not have any external shareholders to satisfy. There is a board of directors, responsible for overall governance and setting the company strategy.
The entire staff team is split into six departments, each with a ‘head of department’ who sits on the Executive Board with the Executive Chairman. It is this Executive Board that makes the decisions on the day to day running of the company, reporting to the CEO. The structure can be summarised below with the people’s names and contact email addresses should you want to contact them direct.
COMPANY DIRECTORS
ADRIAN OTTEN IAN HUDSON JOHN COLWELL JOINT CHAIRMAN EXECUTIVE CHAIRMAN JOINT CHAIRMAN
RICK OTTEN MARK AITCHISON GEORGE COLWELL PROPERTY DIRECTOR CHIEF EXECUTIVE/ ESTATES DIRECTOR FINANCE DIRECTOR
EXECUTIVE BOARD
IAN HUDSON MARK AITCHISON GEORGE COLWELL RICK OTTEN EXECUTIVE CHAIRMAN CHIEF EXECUTIVE/ ESTATES DIRECTOR PROPERTY DIRECTOR FINANCE DIRECTOR MarkAitchison@ GeorgeColwell@ RickOtten@ ColtenCare.co.uk ColtenCare.co.uk ColtenCare.co.uk
ELAINE FARRER TIM WOOKEY ANDREW ARKINSTALL DIRECTOR OF DIRECTOR OF DIRECTOR OF OPERATIONS MARKETING HUMAN RESOURCES ElaineFarrer@ TimWookey@ AndrewArkinstall@ ColtenCare.co.uk ColtenCare.co.uk ColtenCare.co.uk friendly Introduction to services provided • kind • individual • reassuring Section 3 • honest
Introduction to services provided
Welcome to Colten Care Introduction to services provided 13 Services in the home
Our primary objective is to help residents live a comfortable and fulfilling life, maintaining as much independence as possible, while not having to worry about the routines of cooking, cleaning and household maintenance. We also want our homes to be sociable communities, connected to their local environment, as well as offering daily opportunities to do the things our residents choose.
Underpinning this social care are our clinical specialists, always on hand to ensure that any existing or developing medical conditions are sensitively and carefully managed, ensuring comfort and wellbeing.
We have three different care services to ensure that we can offer the right resources to match your needs. Recognising that our residents’ needs may change over time, we will work with you, your family and your GP to ensure that you are receiving the right level of care with the right daily resources available to you.
Care services
Residential & assisted care Our residential care service provides a high standard of comfort, superb cuisine and a supportive, sociable environment. 14 Introduction to services provided Welcome to Colten Care
This service is designed around residents who are generally independent and don’t need much day-to-day assistance from the nurses or healthcare assistants. Every resident is assigned a key worker from the care team, who will liaise closely with you and your family to support you.
Should you need the continued daily support of our healthcare assistants it’s likely you will need our assisted care service, which has a slightly increased fee over our residential care service, to cover the additional time required of our team. It may be that even if you start as residential care, your needs might change over time, at which point we would review your ongoing care requirements and adjust the fee accordingly with your consent and input. With expert clinical care on hand in every home we can minimise the impact of minor conditions as well as managing the transition to more complex nursing care where necessary.
Nursing care Our home has a team of round the clock, qualified nurses who lead our nursing care service. This care service provides residents with the daily nursing resources required to help manage ongoing medical conditions. We have the equipment and expertise to manage many conditions within the comfort and familiarity of a Welcome to Colten Care Introduction to services provided 15 homely environment, working closely with GPs and other primary care professionals. Our clinical staff are fully qualified and have mandatory continuous professional development to ensure we always work in line with best practice. We also work closely with local universities and colleges so you may meet student nurses who undertake various placements and training alongside our own clinical team.
Short term care As well as offering full time accommodation to most residents, we do also offer the same care services albeit on a short term basis; subject to a room being available. This might be for periods of convalescence after an operation, periods of respite for residents or their carers or some people just like to try living in our homes prior to making a longer- term commitment. Our weekly fee for short stay is the same as is paid by our longer term residents.
Care plans
We’ll work with you (and any relatives you’d like to involve) to develop a full care plan for your time with us. This plan will cover every aspect of your care, including medication and any physical therapies. We’ll review it monthly as part of the “Resident of the Day” initiative (explained overleaf). We will also undertake a further comprehensive review every six months, or if there is any significant changes with your needs. 16 Introduction to services provided Welcome to Colten Care
The care plan will naturally reflect your needs and preferences. For instance, you may wish to administer your own medication or you may want the support of nursing staff. The Head of Care in the home has ultimate responsibility for all residents’ care plans, and should be your first contact point for any questions or concerns.
Resident of the day
Once a month you will be the “resident of the day”. We’ll sit down with you (as well as any relatives or friends you want to bring in to the conversation) to review all the elements which influence your well-being, from any medication through food preferences to your leisure choices. It’s our way of making sure that we’re doing everything we can to help you lead the fullest life possible.
Activities and Colten Companions
Like any home, ours has a distinctive character. Whilst the building and the location provide obvious physical influences, it’s the people and the atmosphere they create that is most important in creating our ‘feel’. Social engagement, laughter and fulfilment really make our home feel like home and it is our team of Activity Organisers and Colten Companions who lead the events, activities and timetables to ensure that all residents are included.
The group activities are managed by a dedicated Activities Organiser who work with residents to create a weekly programme reflecting their different interests and skills, with events as diverse as quizzes, music performances and pop-up pubs. Colten Care’s fleet of specially adapted minibuses are also on hand to take residents out for longer trips. Welcome to Colten Care Introduction to services provided 17
All activities are optional. You just join in with whatever interests you or speak with the activity team to let them know what you’d like included. We publish a calendar of all planned activities every month. A copy will be delivered to your room and a large scale version will be available in reception.
For those who prefer quieter company, or who might not be physically able to participate in these communal activities we have Colten Companions, who will visit you in your room, (or sit with you in one of the communal rooms), supporting you with day to day tasks, hobbies or activities. This might include a mini manicure, letter writing or just helping read a newspaper.
Hairdressing and chiropody
We have our own in-house hair salon, with a regular hairdresser; usually on the same days each week. You can speak with any of the team to book an appointment or even just to meet the hairdresser to discuss your requirements. If you prefer you can have your hair done in your room.
Hairdressing is an extra service – you will be advised of the current rates and costs that will be charged to your bill with your consent. 18 Introduction to services provided Welcome to Colten Care
We can arrange for a chiropodist to visit the home, who will normally come to your room. Again this is an extra service and you will be advised of the costs, which will be charged to your bill If you have been using a hairdresser or chiropodist outside the home and would like to continue to do so, we can arrange transport to make the trip easy.
Note that if you are diabetic you’re entitled to free chiropody from the NHS. Speak to the nurse in charge who will make arrangements for you.
Daily housekeeping
We have a full housekeeping team whose responsibility is to keep the home looking spotless and free from odours. Each day they will be working across the home.
All bedrooms are cleaned daily. We try to do this at a time that minimises possible inconvenience to you, for instance when you’re in the dining room or taking part in an activity. If you have any preferences with regards to how your room is cleaned or areas you don’t want disturbed then do pass on your requests to the housekeeping team. Welcome to Colten Care Introduction to services provided 19
If at any time there is something that concerns you – for example areas of the home that aren’t clean or you are experiencing odours then please raise this at your earliest convenience with the housekeepers. Their role is to ensure you enjoy a clean and comfortable environment.
Once a month, as part of the Resident of the Day initiative (see the Care services section) we’ll take all of the furniture out of the room and give it a deep clean, including a shampoo for the carpet.
Laundry services
Our home has an in-house laundry and ironing service with the very latest equipment. You’ll find a laundry bag in your room which we’ll collect every day, usually before lunch. Subject to drying time, we’ll aim to return your clean clothes to your room by the following afternoon.
Whilst we take every care with the clothes we are washing, most garments are washed at 40 degrees. If you have delicate items that require more specialised attention, please do raise this with the laundry team before they collect the items to save damage. 20 Introduction to services provided Welcome to Colten Care
It’s important that all your clothes are labelled properly. We’ll do this for you on your arrival, using discreet labels and at no extra charge. You’ll need to give all your clothes to reception on that first day; we’ll aim to get them back to you within 48 hours, and can then attend to whatever you’ve been wearing in the meantime. It’s very important that if you, friends or relatives bring new clothes into the home, that we add labels immediately to avoid these garments going missing.
Our laundry staff can also do small repairs, for instance sewing on buttons, again at no extra charge.
We can’t do dry cleaning within our internal laundry service, but can easily arrange for clothes that need it to be sent out. For routine items just talk to the receptionist. This will incur charges, which will be advised and added to your bill
We appreciate that some residents may have family who would like to undertake your laundry. It’s no problem. Just let us know and we’ll place a special basket in your room.
You’ll be able to discuss all of this, and any specific questions about your clothes, when you go through the admission process with staff from the home. Welcome to Colten Care Introduction to services provided 21
Fixtures, fittings and safety
Whilst we provide furnished rooms, we encourage you to bring cherished items in to personalise your space, this may help you feel at home. We’d like you to bring pictures, ornaments and even furniture into your room, though for the latter we’ll need to make sure there are no issues with our health and safety compliance.
Essentially this means that any upholstered items should have evidence that they are made of fire retardant materials. It also means that all mains-powered electrical items will need to have a PAT examination on arrival to check that they are in safe condition. Our maintenance team will be on-hand to undertake tasks like hanging your own pictures or moving furniture.
Whilst our homes are safe and secure and each room has drawers, which can be locked, we discourage you from bringing items of significant value into the home. If you do choose to bring in valuables, please ensure you have completed and returned your ‘personal effects’ form (which will have been provided before arrival, if possible) and that you have an adequate personal insurance policy. In order that our team can make preparations for your arrival, please could you provide details of furniture and electrical items you intend to bring with you at any time.
Our maintenance staff will usually be in the home for two and a half days every week. If you have any areas of concern or things with which you would like help then please raise these with the team, who will either get help straight away or log the note in the maintenance book on reception. 22 Introduction to services provided Welcome to Colten Care
Meals and catering
We’re very proud of our cuisine, which is provided based on our ‘handpicked’ philosophy. Our catering team are recruited based on their passion for tasty nutritional food. We use only the best ingredients, bought whenever possible from local independent suppliers. Some ingredients may even be picked from our own garden. Many homes have developed their own recipes and specialities around residents’ preferences. As well as the main meals you’ll enjoy tea and coffee throughout the day, with cakes and pastries too.
We serve a complimentary pre-lunch sherry or glass of wine on Sundays. Soft drinks are also included in the standard fee. Locally brewed ales are available on request.
The quality of drinking water is best from the water jugs which are refreshed throughout the day or from the taps specifically marked ‘Drinking water’.
You can enjoy your meals either in the dining room or in your room or arrangements can be made for private dining from time-to-time, should you wish.
You can expect a visit from the head chef within a day or two of your arrival. He or she will discuss your likes and dislikes, as well as any special dietary needs, which will then be reflected in the menus. Welcome to Colten Care Introduction to services provided 23
Each day at breakfast we’ll ask you to make your choices for the following day; we need this time to secure the fresh ingredients we’ll want to use.
Visitors are welcome to join you for meal times whenever you wish, by prior arrangement with the chef. They may join you in the dining room, your bedroom or we can make arrangements for private dining, if you wish to celebrate a special occasion or just have some more private time together.
Visitors won’t be charged for their meals if they are visiting once a week or less. More regular visitor meals aren’t a problem but there will be a small charge to ensure the food costs are being allocated fairly to all our residents.
Visitors (and guest accommodation)
Visitors are always welcome in the home. There are no special visiting hours.
The home’s doors are locked at night, which is for your safety and peace of mind. However the main doors have keypads and our reception can provide visitors with the code. Out of normal office hours, ringing the doorbell will summon one of the team although there may be a small wait if at that moment everyone is busy in the home.
It’s important that all visitors do sign in and out of the book in reception, so that we know exactly who is in the home at any time to comply with our fire regulations.
Children are particularly welcome and encouraged to play in all areas of the home, provided they aren’t disturbing other residents. Visitors can also bring dogs as long as they are kept on a lead and not causing any concern to our residents. If your animal visits the garden please prevent it from fouling and in the event 24 Introduction to services provided Welcome to Colten Care of an accident, please ensure any waste is appropriately disposed of and if necessary please inform one of the team. The gardens are frequently enjoyed by other residents, relatives, visitors and children, so please ask your visitors to be thoughtful at all times.
Our home has a guest suite for the convenience of visitors who wish to stay overnight, subject to availability. The bedroom and bathroom facilities are self-contained and much like you’d find in a hotel or B&B. The guest suite is provided for occasional use to assist visitors who would prefer not to leave residents, for example during times of a resident’s poor health or for visitors from afar. Provided use of the guest suite is short-term and occasional there are no charges. Visitors using these facilities more regularly may be asked to pay an overnight charge. If the home’s accommodation is fully booked, the receptionist will be happy to advise about suitable B&Bs or hotels close by. Section 4 Introduction to your room Introduction Introduction to your room your to
friendly • kind • individual • reassuring • honest
Welcome to Colten Care Introduction to your room 25 Your room
Call bell
There’s a personal alarm and call system in every room. It connects to pagers carried by staff, and will tell them that some help is needed.
There’s a call button in your room, and in your en-suite bathroom, press it when you need anything at all and someone will come to you. They should be with you in less than five minutes and will try to address your request as quickly as possible. Sometimes there may be a small delay if all staff are helping other residents in their rooms at busy times.
You’ll also find call buttons in communal areas and lifts and if you wish, you can carry a pendant alarm around your neck.
We log and monitor call button usage to help us spot any problematic patterns quickly.
TV
Your room has a flat screen TV, (there are also TVs in communal areas, some with DVD and other cinematic capabilities). Your room set offers all the Freeview channels, including the main BBC, ITV and Channel 4 options. Extra services will depend on local availability and can be installed at your own expense.
The Freeview system also includes all mainstream radio channels.
You can bring in your own TV or radio or set-up SKY or cable facilities if you prefer (subject to safety testing) Any costs associated with the installation or ongoing subscriptions will be 26 Introduction to your room Welcome to Colten Care payable directly by the resident to the provider – you will need your own contract. Please talk to us about your requirements and we’ll help you make arrangements and provide assistance with set-up.
Telephone and internet
For internet access there’s free Wi-Fi throughout the home for you and your guests to enjoy, the receptionist can give you the password. There’s a communal computer with Skype capabilities (for making video calls) or you can use your own equipment (as ever subject to a quick safety test).
There’s also a phone line in every room but you’ll need to activate it, which means that you’ll need to set up an account with BT or another provider. We’d help you if we could but these providers will not process requests from a third party. It will then be a direct line with your own number and you’ll be responsible for all bills associated with the service. Note too that if you move rooms later you would have to manage the phone move with your provider. When you leave the home you’ll also need to cancel the contract.
It doesn’t really make sense for short stay residents to go through this process so a mobile phone might be a better answer, and we can advise you about which providers offer the best reception in the area. You can also use the home’s phone from the Welcome to Colten Care Introduction to your room 27
reception desk, which is cordless so can be taken into a more private area for your call.
If you do choose to use the phone line in the room you’ll need to supply your own handset.
Beds and furniture arrangement
Each bedroom is provided with a fully profiling bed, which means that whilst it is comfortable and attractive, it meets many hospital standards in that it is fully adjustable and has other safety features, should you require them.
Some residents do choose to bring their own beds into the home, which is usually fine subject to them being an appropriate size, meeting the safety requirements and it not hindering the administration of your clinical requirements. 28 Welcome to Colten Care
Subject to fire regulations you can bring your own furniture into the room and you can always arrange your furniture how you would like, subject of course to it not inhibiting the care teams in providing care. Our maintenance team are on-hand to help with any lifting or moving you would like. That said, in some circumstances we may need to be a little more prescriptive, so that care staff can do their work without unnecessary obstructions. This might even mean moving some furniture out, but everything will always be discussed and agreed with you first. friendly • Your home’s floorplan,location kind • individual and localfacilities • reassuring Section 5 • honest
Floorplan, location and local facilities
Welcome to Colten Care Brook View floorplan 29 Brook View floorplan
There are 53 comfortably-appointed bedrooms, all with en-suite facilities.
10 9 5 3 7 1 11
12 8 6 4 2
14
15 GROUND FLOOR PLAN 17 16 KEY ROOMS Reception 19 18 Home Manager’s office 21 20 Nurse’s station 22 Lounge 23 Dining room 26 Salon 25 24 Drinking water point 30 Brook View floorplan Welcome to Colten Care
34 33
32 31
30 29
28 27
44 39 37 41 35
45 43 42 40 38 36
FIRST FLOOR PLAN 46 47 KEY ROOMS 48 49
Nurse’s station 50 51
Lounge 52 53 Activity room 54 Welcome to Colten Care Home location & local facilities 31
Home location and facilities
Melksham A360 A346 Bath A345 A338 A36 A339 A33 Home location & localA368 facilitiesTrowbridge A342 A343 A338 A367 Basingstoke A34 A350 6 A360 A360 A346 Melksham A345 Bath Frome M3 Warminster A338A303 A36 A345 A30 A33 A36 A339 8 A339 A361 A303 Andover A31 Brook View is nestledA368 halfway downTrowbridge RiversideA342 RoadA343A343 in the peaceful A338 A30 A367 A359 A360 A345 A338 A30 Basingstoke A350 A36 A34 A34 6 A303 A360 A30 A31 rural village of West Moors, situatedFrome a few minutesA345 walk from9 M3 the A37 WarminsterMelkshamSalisburyA360 A303 A346Winchester A32 A350 Bath A3010 A3 A36 A345 A338 8 A272 A339 A361 A36 A30A303 Andover 11 A339 A33A31 local shops. Less than a five minute A343A27 A368 Trowbridge A342 A30A343 A359 A360 A345 A338 A338 M3 A367 Basingstoke A359 A36A350 A36 14 EastleighA34 A3 A303 A360 A34 A31 6 A30 4 drive from the A31, it is easy to A350 Frome A345 M27 9 M3A32 A30 A354 A338 WinchesterA303 A32 A37 WarminsterSalisbury 1 A30 1 Brook View A357 A36 107 8 A339A3 A350A361 Andover A272 A31 A3030 A30 A303 SouthamptonA343 11 get to and well connected with the A359 A31A360 A27 A30 M27 West Moors, Ferndown A345 A338 10 Havant Blandford A36 M3 Ringwood A326 A34 5 A303 A30 Fareham A3112 A27 A359A37 Forum A350 A36 14 Eastleigh9 A3 Dorset BH22 0LQ A37 Salisbury Winchester A32 South and South West with easy A350Wimborne Ferndown M27 4 10 A32 A3 A30 A352 A354 A350 GosportA272 A354 A338A30 New 1 11 Portsmouth1 Brook View A357 Minster A35 Milton A27 7 Tel: 01202 891333A356 A3030 Southampton M3 links to the M27. A35 A359 A36 M2714 Eastleigh A3 West Moors, Ferndown A35 A35 A31Christchurch 10 Havant DorchesterBlandford A350 M27 4 A32 www.BrookViewCare.co.uk A30 Poole A354RingwoodA338 Bournemouth A326 12 5 A27 BrookA37 View Forum A350 A357 1 Fareham7 1 Dorset BH22 0LQ A35 A3030 SouthamptonIsle of A352 A354 Wimborne Ferndown A31 GosportM27 Havant West Moors, Ferndown Blandford A338 New Wight 10 Minster Ringwood A326 Portsmouth5 A27 A37 Forum A350 A35 Milton Fareham 12 Tel: 01202 891333DorsetA356 BH22A354 A3530LQ A352 A351 Wimborne Ferndown A35 A352A35 A354 A35 New Gosport ChristchurchA338 Portsmouth www.BrookViewCare.co.ukDorchester SwanagePooleMinster A35 Milton Tel: 01202 891333WeymouthA356 Bournemouth A35 A35 A35 Dorchester Christchurch Isle of www.BrookViewCare.co.ukA35 Poole Bournemouth N Wight A35 D Isle of R A354 A353 A352 D S Wight A351B N L A A354D A3533 A352 R R S O A351 E O D 0 SwanageM WeymouthS I T R 7 E A Swanage I V Weymouth R T 2 N I N O
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Tel: D O 0 I O A
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0800 019 0027. W C FERNDOWN R 2 G H A N 3 D GOLF COUSRE U I 4 R 8 R 7 KING GEORGE’S C 4 H 3 FERNDOWN
TM A RECREATION GROUND A 3 R 4 GOLF COUSRE
Tel: D 8 7 4 0800 019 0027. D
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E A N FERNDOWN A348 TO 3 A347 TO 4 D GOLF COUSRE BOURNEMOUTH POOLE 8 7 R 4 3 W A E
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N A348 TO A347 TO POOLE BOURNEMOUTH 32 Home location & local facilities Welcome to Colten Care
Directions
• By car: Brook View is easily accessible by car. If you are using a GPS or route finder system to get to the home, enter the home’s postcode BH22 0LQ. The home has its own car park that can be accessed from Riverside Road. If you know when you are planning to visit, let us know and we’ll save you a space
• By bus: Wilts & Dorset operate regular bus services in the Ferndown area, all routes and timetables can be found at www.morebus.co.uk . The nearest bus stop is situated on Station Road
• By train: The nearest train station to Ferndown is Branksome Park Station and this is around 7 miles from the home
For further information or assistance with transport please ask at reception. Welcome to Colten Care Home location & local facilities 33
Below are a list of some of the more useful and popular local amenities with our residents and families.
1 West Moors Group Practice Heathlands House, 175 Station Road, West Moors, Dorset BH22 0HY Tel: 01202 865800 www.wmgp.org.uk
2 West Moors Library Station Road, West Moors, Dorset BH22 0JD Tel: 01202 873272 www.dorsetforyou.com/westmoorslibrary
3 West Moors Post Office / The Co-operative Food 145-147 Station Road, West Moors, Dorset BH22 0HT Tel: 01202 872714 www.wmgp.org.uk
4 St Mary’s Church 57 Glenwood Road, West Moors, Dorset BH22 0JF Tel: 01202 893197 www.stmaryswestmoors.org.uk
5 Elephant & Castle 126 Station Road, West Moors, Dorset BH22 0JB Tel: 01202 872896 www.elephantcastlewestmoorspub.co.uk
6 Tap & Railway 195 Station Road, West Moors, Dorset BH22 0HX Tel: 01202 897166 www.fayre-square.com 34 Home location & local facilities Welcome to Colten Care
7 West Moors Social Club 229 Station Road, West Moors, Dorset BH22 0HZ Tel: 01202 877414
8 Smugglers Haunt 504 Ringwood Road, Ferndown, Dorset BH22 9BB Tel: 01202 874210 www.beefeater.co.uk
9 Premier Inn (Bournemouth/Ferndown) 504 Ringwood Road, Ferndown, Dorset BH22 9BB Tel: 0871 527 8122 www.beefeater.co.uk
10 The Bridge House Hotel & Restaurant 2 Ringwood Road, Ferndown, Dorset BH22 9AN Tel: 01202 578828 www.thebridgehousehotel.co.uk
11 Moors Valley Country Park Horton Road, Ashley Heath, Nr Ringwood, Dorset BH24 2ET Tel: 01425 470721 www.russellcotes.com
12 Russell-Cotes Art Gallery & Museum East Cliff Promenade, Bournemouth, Dorset BH1 3AA Tel: 01202 451858 www.russellcotes.com Section 6 Fire safety, concerns, compliments and suggestions procedures
friendly • kind • individual • reassuring • honest Procedures
Welcome to Colten Care Fire safety procedure 35 Fire safety procedure
Our staff are specifically trained to deal with a fire emergency, and will always make residents’ safety their priority. These notes are for relatives and other visitors to any of our homes, and will help us keep everyone safe.
First and foremost, all visitors must sign in every time they come to the home. This is a legal requirement.
When you’re in the home always make sure you know where the nearest exit is.
IF YOU DISCOVER A FIRE:
1 If possible, tell a staff memberimmediately .
2 If that’s not possible, look for the nearest alarm (a red box on the wall, normally by exits and stairwells) and press on the front to set it off.
3 If you’re with a resident and there’s no immediate danger you should stay where you are and wait for further instructions.
4 If you are not with a resident or a member of staff leave the building immediately via the nearest exit. Report to the assembly point at the front of the building. Give the fire warden any information you have about the fire and make sure you’re ticked off the roll call from the visitors’ book.
5 If you cannot reach an exit because of fire or smoke go into the nearest room and close the door. Let us know where you are: try the phone in the room, or open the window and call out to anyone you can see. 36 Fire safety procedure Welcome to Colten Care
IF YOU HEAR AN ALARM:
Follow steps 3-5 above.
DO NOT USE ANY LIFTS.
We adhere to the standards set by Dorset Fire and Rescue services. All our homes feature: an electrical fire alarm system, with wall-mounted “break glass” points; an emergency lighting system; alternative fire-protected escape routes from all areas; and 30 minutes’ fire protection built into all doors. Welcome to Colten Care Concerns, compliments and suggestions procedure 37 Concerns, compliments and suggestions procedure
Did we meet your expectations?
We have formal processes to monitor our own performance (as well as statutory inspections). Not least we really want to hear from you, your family and your friends, whether at our regular residents’ meetings or through the questionnaires and surveys we conduct from time to time.
Compliments are nice to have, and if you want to acknowledge something exceptional it would be even nicer if you could write to your home manager/the directors of Colten Care, or even on www.carehome.co.uk (an independent public care home website) as it automatically notifies the home and directors.
Suggestions too are always welcome. Either speak to a member of staff or jot down your idea and drop it in the suggestion box in reception.
If you have a concern about any aspect of our service, in or around the home, please speak first to your home manager, who will try to put things right there and then. If for any reason you’re not satisfied with the outcome, or you think the matter is so serious that it needs higher level attention, then please write to our director of operations. We’ll acknowledge your letter within five working days explaining what we propose to do to investigate. We’ll also let you know the results of that investigation within 28 days. You also have the right at any time to complain to a third party.
The details for all the above can be found in reception. Either ask reception or see details on the poster titled ‘Did we meet your expectations?’ displayed on the wall. 38 Concerns, compliments and suggestions procedure Welcome to Colten Care
If your care is funded (or part-funded) by a local authority you can take a complaint to your local social services department where a formal procedure will be in place to handle it. Your social worker, care manager of the departments itself will explain what to do. If you are not satisfied (or you fund your own care) you may then ask the Local Government Ombudsman to take up your case.
If your care is funded (or part-funded) by the NHS you can take a complaint to your local Clinical Commissioning Group (CCG), where a formal procedure will be in place to handle it. If you are not satisfied you may then ask the Parliamentary and Health Service Ombudsman to take up your case.
We review any complaints from all our homes every month to ensure that lessons are learned and, if need be, practices and procedures are changed.