1. What is the process for arranging admission into one of your care homes?

This will depend on whether or not you are a private paying customer or whether social services will be assisting with your fees. The government has set guidelines as to how this will be assessed and your local social services office will be able to give you further information on this. All prospective clients and their next of kin are encouraged to view any care home that they may be interested in coming to live at. You can do this by arranging an appointment or you can simply turn up at a time suitable to you. Staff on duty will be able to show you around the unit and answer any questions that you may have. In most cases  the manager of the unit or a designated deputy will wish to meet with you prior to admission to undertake an assessment of your care needs to ensure that the care home can meet your needs in a way that is suitable to you. This assessment may be wavered in the case of an emergency admission but only if sufficient information can be provided by another health or social care professional. To request more information – please complete our online feedback form click here

2. Will I be able to bring personal items into the home with me?

All clients are encouraged to personalise their rooms with small items – photographs, pictures etc. We are unable to accommodate larger items of furniture – particularly soft furnishings when it can not be guaranteed that the item meets fire safety standards.

3. What do you mean by Seamless Care?

Basically it is a continuous service addressing all of your care related needs. The Portland Group provides a number of care related services to all age groups and demands. With some of the smaller providers there may not be, for example, an in house nutritionist / dietician to provide a personal needs analysis for you, or a wheelchair accessible transport division, or facilities and services such as hairdressers or  a training department. Also, as we provide different care services, then we can provide a more continuous service i.e  day care services may then go on to use either our residential/nursing/respite or our domiciliary/home care provision. This provides the service user with continuity within their lives, less disruption and confusion as the staff are known to them and the service users are comfortable with the care provision.

4. Why do I have to sign a statement of terms and conditions of occupancy?

This is a requirement of the Commission for Social Care Inspection and the Office of Fair Trading. If social services assist with the payment of your fees you will also be required to sign a contract with them. If you pay your fees privately the statement of terms and conditions of occupancy will form your contract with us.

5. Will I be able to bring a pet to live with me?

This will vary for each unit, depending upon the needs of the other clients who live within the unit. For example, small pets such as budgies are generally accepted, as they can be kept in a private room. Cats and dogs needed much more careful consideration but every consideration would be given before a decision was reached. Any pets accommodates remain the sole responsibility of the individual client and their family, including food expenditure, exercise and any vets visits and bills. If cats and dogs are accepted all inoculations must be kept up to date and the animal must be regularly treat for worms and fleas.

6. Will my family be able to visit me whenever they wish?

Yes. All of our units have open visiting policies. The only request would be that late evening visiting be avoided. Children under the age of 16 years must be accompanied by an adult unless the manager has given permission for them to visit. Young children must be kept under close supervision at all times.
        

7. What do I do if I don’t like the food that is served in the care home?

All of our units offer a choice of meals each meal time. The menu has been developed and nutritionally analysed by the company dietician. If you have a particular dislike you should make this known to your key worker, who will be allocated to you upon admission. You can discuss your diet requirements with the unit manager, the catering staff in your chosen home or arrangements can be made for you to see either the company or a NHS dietician.

8. If I am unhappy or have a concern about something, who do I talk to?

Any concerns should be brought to the attention of the unit manager. You may also contact the operations manager at the company head office address. You may choose to discuss your concerns with your care manager from social services. You may also seek advice from the Commission for Social Care Inspection – the address for the local office should be displayed in the unit.

9. What training does the staff in the care units receive?

This will depend on the type of job that they are employed to do. Nursing staff must all have a professional nursing qualification and be registered with the nursing and midwifery council. They are obliged to keep themselves professionally up to date to retain their registration. Care staff may be experienced when they join us or they may be new to the job. All care staff undergo a nationally recognised induction programme. Care staff are encouraged to undertake NVQ training to at least level 2 standard. All staff are expected to undertake fire safety, moving and handling, basic food hygiene, first aid, infection control and protection of vulnerable adults training. In units caring for clients with dementia staff will also undertake training related to dementia care and in managing challenging behaviour. Additional training will be arranged as required. All staff undergo an annual appraisal and individual supervision sessions.