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
Do I have to share a room with someone else ?
Definitely not, all rooms are single occupancy with
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
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
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
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
We have never used agency staff since we acquired the home
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
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
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.