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Tel: 01584 873041
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Frequently Asked Questions (FAQ)
 
At Hendra House we recognise that moving in to residential care is a major decision for both the resident and their family. In order to help you make an informed decision we have provided answers to some of the questions we are most frequently asked prior to admission.

At the same time we recognise that everyone is unique and should you have any additional questions please feel free to discuss them with us without obligation.

Do I have to share a room with someone else ?

Definitely not, all rooms are single occupancy with en-suite facilities.

Who Inspects the home ?


The home is inspected by the Care Quality Commission Inspectors (CQC), and has met in full all aspects of the inspection and assessment criteria since 2002”.

What are the Cost’s ?

As previously mentioned everyone has individual needs, therefore the cost will be dependant upon an individual care assessment and the type of room that you will occupy. The only additional cost above those agreed will be for individual items such as a personal telephone line, hairdressing and newspapers.

Will I have to Sell My House ?

A confidential financial assessment will be completed independently, over which the home has no involvement. The home will however provide you with access to a number of independent advocacy services who will be able to advise you accordingly.

What is a Top Up ?

Depending on the financial assessment undertaken you may have some or all of your fees funded by the local authority. If you are eligible then the difference between what the local authority contribute and cost of your accommodation is referred to as the “top up”, this being paid by the resident or a third party.

Do I have to Sign a Contract ?

It is a requirement of your admission that a contract is provided and agreed which identifies clearly the terms and conditions of your residency. This ensures that both parties know and understand the requirements and expectations of each other. Within the terms of the contract is a clause, which identifies that the first four weeks of the contact are deemed to be a trial period and as such either party can terminate the agreement within this period. Termination after the four week period requires four weeks notice by either party.

Can I bring my Own Furniture ?

All rooms are fully furnished to a high standard, however at Hendra House we are committed to ensuring that each resident feels at home at the earliest opportunity, and we therefore encourage residents to bring as many cherished and personal items as is appropriate.

Can I bring my Pets ?

We regret that we are unable to accept pets.

Can my Family and Friends Visit Me ?

Visits from family and friends are encouraged with no restrictions on visiting times. All visitors receive a warm welcome from the staff and are offered refreshments upon arrival.

Can I Visit my Family ?

We encourage all of our residents to retain social interaction with families, friends and social groups at all times. We would ask that you inform the home before leaving the building to meet the requirements of our Fire Safety policies and procedures.

Can I go on Holiday ?

Yes, at any time.

Who’s in Charge ?

The home is a family run establishment and the owner who is also the Registered Manager is either on site or contactable 24 hours of the day.

What happens if I am not Happy with the Service ?

One of the advantages of a placement in a family run home is that you have instant access to the Owner. Our aim is that by being accessible to both residents and their families issues can be identified and resolved at the earliest opportunity.

If for any reason an issue cannot be resolved informally then we have a formal complaints procedure which can be instigated, and should this not resolve an issue residents and relatives are advised to contact the Care Quality Commission Inspectors (CQC) whose address and telephone number is identified on each residents contract.

Who will be Responsible for my Care ?

In addition to the Registered Manager, the home has two Care Managers, supported by a dedicated team of Lead Practitioners, Team Leaders and Care Staff who are responsible for all of your care needs. All hold or are working towards relevant national qualifications. All of our care staff lives locally most of whom have been at the home for many years, which ensures that continuity of care is maintained.

We have never used agency staff since we acquired the home in 2002.

Can I choose my own Doctor ?

We enjoy excellent relationships with both of the surgeries in the town. Residents new to the area can choose which surgery they wish to be registered with, and we will provide all of the necessary information required to help you make your decision. In the case of residents who have resided locally before admission we will inform your GP upon admission to the home.

Who will Plan My Care ?

At Hendra House we take a holistic approach to care planning. The most important person is the resident and as such you will be involved in all care plan decisions. In addition we involve your GP, the District Nurse Team and other appropriate health care practioners, your family and advocates as well as members of our care team to ensure we provide you with the highest standard of care possible.

What time do I have to get up, or go to bed ?

This is entirely your choice. Breakfast is served in your room at a time of your choice, if you want to go back to bed after breakfast then that’s fine. We encourage all residents to have lunch together, but again this is a personal choice. Residents spend as much or as little time either in their rooms or in the communal areas as they wish.

What happens if I need assistance in the Night ?

All bedrooms and en-suites are fitted with a nurse call system, which is easily activated thereby ensuring that a member of staff will attend to your needs immediately.

I am a Fussy Eater - will this be a problem?

Your dietary needs will be identified and discussed as part of your pre admission assessment. Our cooks have many years experience and to date we have always met the individual needs of each resident.

What type of Food is provided?

All meals are made from the finest ingredients sourced locally. Our catering staff have designed a varied menu that caters for both traditional and alternative tastes. At Hendra House residents have consistently commented to CQC about the quality and choice of meals provided by the home.

What happens if I go in to Hospital ?

If you require a hospital admission your room remains vacant until you are ready to return. Staff try to visit residents when in hospital in order to ensure you have everything you need whilst away from the home.

What happens if my Dependency Levels increase ?

Whilst we are registered as a residential home, we always respect the wishes of our residents and their families. So long as we are able to meet each individuals needs fully you will remain at the home. Where a nursing assessment has been requested by a doctor, and a nursing placement recommended we will assist in the transfer in any way that we can, as well as maintaining contact with the resident and their family as appropriate after the transfer.

Can I visit the home and talk to your residents before making my decision ?

We would encourage you to do this. Our residents we believe, are our best sales people. You are free to talk to them either in public or in private at your leisure. As a result of their experiences we believe they are best placed to help you decide if Hendra House will meet your immediate and future needs.

If I decide that I want to come to Hendra House what happens next ?

We would ask you or your family to complete a Resident Application Form, once this is to hand your name will be added to our waiting list. We will then arrange for the Care Manager to undertake a detailed pre admission assessment to ensure that we can fully meet all aspects of your care. Then, when a room becomes available we will contact you to agree a convenient date for admission.

The In this section we have tried to answer personally the questions most commonly asked, if you require any further information do not hesitate to contact either Mr Vince Burmingham the Owner / Registered Manager or Mrs Lisa Husbands or Mrs Lindsay Giess our Care Managers who will be only too pleased to answer any questions you may have.