Agnes House is located in Erdington, a suburb of Birmingham and is situated in a good quality residential suburb, which is easily accessible via public transport and close to local shops and other community facilities such as pubs, and colleges.

Agnes House is a “Residential Care Home” registered with the C.S.C.I. (Commission for Social Care Inspectorate). The sole aim and objective of the home is to provide a comfortable, safe and caring home environment for people suffering from or recovering from mental illness.

2. SERVICES WE PROVIDE

Agnes House is a “Residential Care Home” registered with the C.S.C.I. (Commission for Social Care Inspectorate) to provide short and long term care for people suffering from mental illness. The sole aim and objective of the home is to provide a comfortable, safe and caring home environment for adults in the range 18 to 65, although the home is resgistered to care for two people above 65.

The home has no bias towards any particular creed, colour or religion and competent and caring staff is employed in sufficient numbers during both day and night. Every assistance is given to residents to help them maintain as full and active life as possible but, where necessary, willing help is given with personal needs such as washing, dressing, feeding, toilet needs, etc. the wishes of the residents are always respected, as is their need for personal privacy. The home is concerned with the mental well being of the residents as well as the physical well being and to this end gives every assistance with personal problems. Where a member of staff or management is un able to deal with a particular problem professional help is sought from outside of the home, in short, the home provides as homely an environment as possible with very few rules or regulations where a resident may live happily and in comfort and safety until the end of his or her days.

The home does not take residents who require constant nursing care but is able to offer the same care as would be offered by a caring relative in a residents own home with the support of his or her own Doctor and the district nursing service. Should a resident become ill he or she would be nursed by the staff in the home until such times as his or her Doctor felt that it would be more beneficial for that resident to receive more specialised nursing care as would be offered by a hospital or specialist nursing home.

In summary, Agnes House provides:

· Provides a safe and secure environment for residents;

· Ensures their privacy and provides their own personal space under their own control;

· Protects their dignity;

· Offers them a stimulating setting for daily activities;

· Enables them to have easy access around the home; minimises residents' difficulties in understanding their surroundings;

· Provides a work setting which enables staff to deliver high quality care;

· Meets the standards relating to the design and fabric of residential care home required by law, regulations and directives.

3. OUR PHILOSPHY OF CARE

To those persons entrusted to our care we present our philosophy on the care we would wish them to receive in our home which is:

1. To provide a secure, stable, comfortable and welcoming environment where individuality of care and maintenance of dignity is paramount.

2. To set realistic and attainable goals and encourage participation in decision making to reach those individual goals.

3. To stimulate and maintain physical and mental activity and social well-being.

4. The Home provides opportunities for people to enhance their quality of life by providing safe, comfortable and supported environments.

5. The Home promotes positive relationships between residents and staff characterised by respect, friendliness and empathy.

6. To have the right to personal independence and personal choice.

7. To have the right to care for themselves as far as they are able and willing. This right is carried out by means of a personal care plan which is updated at regular intervals.

8. To have the right to have their dignity respected by others in every way possible and to be treated, whatever their disabilities or frailties, as individuals in their own right.

9. To have the right to privacy for themselves, their belongings and their affairs, staff adopt a 'knock before entering' approach when going in to a resident's own room.

10. To have the right to be consulted about any proposed changes in daily living arrangements and to make suggestions.

11. To ensure that each resident's individual needs and preferences are taken into account and have precedence over the Home's working practices.

12. To have the same right to facilities and services in the surrounding community as any other citizen, including registration with the medical practitioner and dentist of their choice.

13. To have the right to mix with other people in the community, whether by going out or by inviting other people in.

14. To have the right to have their cultural, religious, sexual, emotional and any other needs accepted and respected.

15. To share our world, remember preferences and accept idiosyncrasies, and give help to achieve a sense of purpose and accomplishment.

4. HOME OWNER AND MANAGEMENT TEAM

Agnes House Care Home is owned by Angel Care Homes Limited.

The name and address of the registered provider is:

Angel Care Homes Limited, 185 Penn Road, Wolverhampton, WV3 0EQ

The name and address of the responsible adult for Agnes House is:

Mrs Balver Bisla, 185 Penn Road Wolverhampton, WV3 0EQ

The name and address of the registered Manager for Agnes House is:

To be appointed

5. STAFF

Agnes House has a full compliment of staff. They consist of:

ü 1 registered manager

ü 1 deputy care manager (10+ years experience of care and care management)

ü 10 care assistants (varying degrees of experience)

ü 1 part time cook ( with food handling and hygiene certificates)

ü 1 part time laundry assistant

ü 1 part time cleaner

ü 1 part time gardener

At Agnes House staff see themselves as a team which is consistent in its shared aims, with members fulfilling complementary roles. this ensures residents receive a satisfactory standard of care, The balance of staff can therefore match the residents' needs.

5.1 TRAINING AND DEVELOPMENT

Agnes House enables and encourage staff to undertake training. As part of staff appraisal and supervision, an individual training and development plan has been drawn up for all staff. Staff are encouraged to undertake training courses to acquire skills and, where appropriate, qualifications.

6. ACCOMMODATION

The single most important aspect of living in residential care is the living accommodation provided for the individual resident. All research shows that most residents prefer a single room. However some people do prefer to share a room they feel less alone and less vulnerable.

Single occupancy

People moving into Agnes House can choose to have their own single room accommodation (unless they prefer otherwise). We strongly recommended that shared rooms are available for couples; relatives or close friends are able to live together if they so wish.

Shared occupancy

Two people only live in the same accommodation if they have chosen to do so and the accommodation is specifically designed for two people (in terms of size and facilities), paying due account to privacy.

6.1 NUMBER AND SIZE OF ROOMS

Agnes House can accommodate 14 people in 13 rooms.The people can be either male or female aged18-65. Agnes House can accommodate up to two people over 65 years of age.

The ground floor provides 2 single rooms 10sq meters or over and both with en suites. The First floor provides 9 single rooms one with an en suite and one double room. The second floor provides one single room.

There are three lounges, one dining room and one day room. Agnes house has three bathrooms, one of which is assisted.

6.2 RANGE OF NEEDS MET

General care such as is required as a result of mental illness. Up to 2 residents over the age of 65 can also be admitted. Agnes house can provide a flexible care package ranging from short term respite care, day care and long term residential care.

7. SOCIAL AND LEISURE PURSUITS

There is a full activities programme in the home based upon the interests of the service users currently residing in the home.

The therapeutic benefits derived from being physically and mentally active are well known and Agnes House provides stimulation of this sort for our residents. The range of opportunities available in the home for people to pursue leisure and intellectual activities reflect the diversity of the residents and their social and cultural interests and intellectual and physical capacities. Agnes House staff remember that just because people suffer from mental, it does not mean that they all have the same likes and dislikes. Not everyone wants to sit and watch television (or the same programme on television); not everyone likes playing bingo or having singsongs. Scope for choice and variety is made available. Residents confined to bed are as far as possible also have the opportunity for social interaction and intellectual stimulation.

A programme of activities is published and accessible to all service users.

8. CONSULTATION WITH SERVICE USERS

Residents meetings are held regularly. There is a Quality Assurance Scheme, which ensures that Questionnaires are issued to Service Users, Relatives, and Advocates requesting their comments and views on the service and operation of the home.

9. FIRE PRECAUTIONS AND EMERGENCY PROCEDURES

A fire evacuation procedure is in place. Recording system maintained for testing of emergency lighting, fire bells and fire drills.

10. VISITORS

The Policy with regard to visiting at the home is that visitors are welcome at the home at any reasonable time, however we do expect consideration to be made for mealtimes and late night visits. A cordless handset and large digit telephone are communally available however many residents make arrangements for a private line into their own room.

Agnes House runs its own Quality assurance program and as well as the constant monitoring of the general mood within the home we circulate questionnaires to residents and relatives once a year. Copies of these questionnaires are given to the C.S.C.I. at inspection and the feedback acts as an external evaluation of the Quality achieved.

11. CARE PLANS AND REVIEWS

On admission, an individual Care plan is formulated taking into the wishes and needs of the service user and any of their representatives. The care plans are reviewed on a monthly basis. Reviews will be more frequent, if there are changes in the service user’s condition making significant amendments to the Care Plan imperative in the interests of the resident.

12. ADMISSIONS

When a resident is admitted the first 3 months are regarded as a trial period for the benefit of the resident, the proprietors and the present residents. Relatives, friends and representatives are all encouraged to visit their loved ones as often as they wish to.

As a matter of good practice Agnes House states that entering care should:

Be the preferred option after considering alternatives (especially additional help at home);
Be sensitively carried out and be unhurried;
Take account of the person's wishes and lifestyle.
Agnes House Manager or Deputy
Confirms that the home is able to provide the care needed by the person;
Provides full details of conditions, fees, and services provided;
Assess the resident’s needs.
Records sufficient information to enable the home to carry out its responsibilities in caring for the resident;
Develops a care plan detailing the care required to be provided;
Has clear arrangements about the roles family and friends have in the care and life of the resident.

Prospective residents are:

Helped to find the best place to live;
Not forced into care against their will;
Not deceived or misled into entering care.

13.0 KEY CONTRACT TERMS

The Agnes House is registered with the local authority as a residential home

13.1 FEES

The weekly charge is between £323.00 - £500.00 payable monthly in advance by cash, cheque or bankers order, or paid directly to the Agnes House by the DSS. Cheques should be made payable to The Agnes House' and crossed “account payee only”.

Fees paid more than seven days late will incur an interest charge at the concurrent rate charged by the proprietors' bank. A minimum of two weeks written notice will be given for the increase of fees.

13.2 SERVICES COVERED BY FEES

The following services are covered by the fees:

ü Twenty-four hour care

ü All meals

ü Personal laundry which is suitable for both washing machine and tumble dryer, or for hand washing. (All items of clothing must be clearly marked with the residents’ name.) .

ü Towels, face cloths and soap are provided

ü Special diets as required

13.3 SERVICES NOT COVERED BY FEES

Services not covered by the fees are:

û Hairdressing

û Dry cleaning

û Extra curricular activities

Additional charges are made for any residents wanting these services.

The proprietor’s from time to time will provide evening entertainment. Outings to concerts, theatre, cinema, shopping, etc will be arranged as required but are not included in the fees.

13.4 INCREASE IN FEES

There is one month’s notice of the annual increase in fees this allows time for a consultation process. This is important both for individuals funding themselves and for residents who are funded by other sources. Local authorities are closely involved in any changes in existing fee levels, particularly in relation to their contractual arrangements and service specifications with the home.

13.5 SOCIAL SERVICE FUNDING

Older people who qualify for statutory funding retain the right to choose which home they would like to live in even though the social services department is partly funding their care. The department will put an upper limit on the level of fees it is prepared to pay, If the resident wishes to come in to Agnes House which has a higher fee level this is still possible provided that the difference is guaranteed (usually by a relative or another organisation). This difference is referred to as (top up).

13.6 PRIVATE RESIDENTS

Where residents are paying full fees themselves (know as private residents) and are likely to continue to do so for a minimum period of two years it is not necessary for the statutory services to be involved. However, if a resident becomes in need of financial assistance after the minimum period of two years social services should be approached. This may also be available through independent organisations which specialise in helping people find suitable residential care, through welfare organisations or advice agencies. Prospective residents should also make clear their own financial position.

14. HOSPITALISATION AND TEMPORARILY VACATING

Should the resident not require the room for any reason such as being in hospital for treatment or visiting friends or relatives, the room will be retained on payment of the usual fees.

15. TERMINATION OF AGREEMENT

A period of four weeks notice in writing is required for termination of this contract by either party. Should the resident leave the home without giving the required notice, fees in lieu of notice will be payable.

In the event of a resident’s death, any outstanding fees will be charged to their estate, Third parties who undertake to meet the resident’s fees, in whole or in part, should sign the relevant clause below to this effect prior to the resident’s occupancy.

The proprietors may give a resident notice to leave the home under the following circumstances:

Non-payment of fees
If the proprietors and the home are no longer able to provide the care needs of the resident.
The resident persistently disrupts the home or upsets other residents.

16. INSURANCE

The Agnes House has public liability insurance. However, a resident’s personal effects, money and valuables are not covered by this insurance and such items should be insured by the resident or responsible relative. The proprietors do not accept responsibility for any loss of cash or valuable items.

17. PERSONAL REQUIREMENTS

The resident shall provide medical requisites (other than medication by prescription), clothing, toiletries, and other items of a personal or luxury nature. Residents are requested to use paper tissues rather than handkerchiefs for hygiene reasons.

Subject to inspection for safety, condition and suitability and at the discretion of the proprietors, residents own items of furniture may be brought into the home. Transport, insurance and eventual removal of any such items shall be borne by the resident or the responsible relative. The proprietors will dispose of any item remaining in the home more than one month after the departure of a resident.

18. ELECTRICAL ITEMS

All electrical items brought into the home can not be checked straight away, therefore the resident takes full responsibility of the appliance until they can be properly checked by the annual portable appliance test.

19. MEDICAL REQUIREMENTS

Doctors – if possible the resident should remain with their own GP In the event that this is not possible for any reason (e.g.: distance), and provided there are no objections, the proprietors GP will be asked to become the residents doctor.

Medical Information – The resident will be required before taking up residency to provide the proprietors with complete information on the state of their health, any treatment or medication required and a history of any serious operations or illnesses

20. MOBILITY

Residents are free to journey out alone. However, the proprietors cannot be held responsible for the resident’s safety while away from the home.

21. PETS

Facilities are not available for pets to live at The Agnes House. However, there is no objection to a well behaved pet being brought on a visit provided that it is under control at all times.

22. COMPLAINTS

22.1 COMPLAINTS PROCEDURE.

While we trust that all our service users will be satisfied with the quality of the care they receive. However there may be occasions when a resident or their relative may wish to raise a concern, or make a formal complaint.

We want you to know that you should always feel free to raise your concerns. It is hoped that a discussion with the manager will resolve the issue. We may however need to carry out an investigation, if this is the case then we will contact you again within 28 days with the result of our investigation and what action we intend to take.

The care manager and the staff are committed to providing the highest standard of care. However, if at any time a resident, resident’s representative or relative wishes to make a complaint, this may be done in writing or verbally to the proprietors, or to the registration officer named below. If complaint direct to the proprietors does not result in satisfaction, complaint may still then be made to the registration officer who will look into the matter on behalf of the resident. Complaints forms are kept in the office; please ask for one if needed.

Commission for Social Care Inspection

Stephenson Street

Birmingham

Inspector: Sean Devine

Tel: 0121 600 5720

23. DIGNITY AND PRIVACY OF SERVICE USERS

The Agnes House care home currently employs 18 female care workers and 0 male care workers.

All residents are informed of this staffing ratio before moving into the home, so male residents are aware in advance that we do not currently have the resources to provide a same-sex care worker.

If it transpired that the resident was uncomfortable with intimate care being provided by a member of the opposite sex, and we did not have the resources to provide a same sex care worker, we would seek advice from the National Care Standards Commission.

At The Agnes House we are committed to giving residents the very best care whilst being sensitive to the needs of individual residents.

Residents have individual preferences, needs and personalities that must be considered and encouraged.

All of our carers are trained to be sensitive to issues surrounding intimate care, and adopt the following protocols:

To allow the resident, wherever possible, to express a preference regarding his/her carer, and encourage them to say if they find a carer to be unacceptable
Allow the resident a choice in the sequence of care
Ensure the resident’s privacy at all times
Allow the resident to care for him/herself as far as possible
As far as possible allow the resident to exercise choice
Be aware of and responsive to the resident’s reactions
To always bear in mind how they would feel in the resident’s position

A Residents Charter of Rights is in operation in the home.

24. SMOKING AND ALCOHOL

There is a no smoking policy within the home. Smoking is only permitted in the smoke lounge and garden.

Alcohol consumption in moderation and as agreed in the care plan is permitted.

25. EMERGENCY PROCEDURES (FIRE SAFETY)

The Fire Brigade on an unannounced basis inspects Agnes House at intervals determined by them. All fire risk assessments are carried out and reviewed all fire records are checked by the Brigade and the C.S.C.I. All fire appliances are serviced and recorded annually.

26. RELIGIOUS ACCESS

Agnes House supports residents attending religious services. If demand is sufficient transport will be provided free, otherwise a small charge may be levied.

27. BEREAVEMENT

The fact that most residents die in the homes they are living in rather than returning to their own homes or being moved into hospital does not mean that dying and death is routine and commonplace. The impact of death on the community of residents is significant and continuing and we ensure that opportunities are available for them to come to terms with issues of life and death in the way that each individual finds best. This is done by ensuring that opportunities are provided for meditation and reflection, for contact with local religious and spiritual leaders and that there is an openness and willingness on the part of staff and others involved at Agnes House to talk about dying and death, and about those who have recently died.

Policies and procedures

The issues around dying and death are very sensitive. Agnes House operational policies deal with quality of life before death, planning in anticipation of death and the practical and legal requirements following the death of a resident.

Considerations are:

Physical and medical (especially with regard to comfort and pain relief);
Spiritual and emotional aspects;
Cultural and religious beliefs and practices;
Legal issues and other formalities to do with death;
Relatives' and friends' involvement;
Support for staff.

Policies are clearly expressed and information made available to residents and their families and friends when they first come into the home.

Expressed wishes of the resident

Some people will be clear about their preferences with regard to care when they are dying and the formalities to be observed after their death. They may be very ready to discuss it with those closest to them and with staff. In other cases, people may be more reluctant to broach the subject, or have it broached with them. Staff are alert to occasions when individuals may reveal their thoughts and preferences unexpectedly so that they can make use of this when the time arises.

However it is done, the process of talking to residents about their death is a delicate one which is done sensitively and with compassion. It may be very time-consuming.

Information about the resident

Where possible Agnes House, perhaps in conjunction with relatives or friends, assemble information about the following, to be made use of at the time of the death of a resident:

details of next of kin;
people to be informed in case of serious illness or death;
the existence and location of a will and next of kin instructions (if kept at the home);
funeral arrangements and any preferences;
the person to be responsible for making arrangements and taking responsibility for the resident's property;
any religious or cultural practices;
any other personal request.

Information of this sort, once gathered, is confirmed periodically and always observed at the appropriate time.

Financial affairs, wills and next of kin instructions

These matters are handled by relatives, a solicitor, an appointee, an attorney or the Court of Protection, Court of Session or the High Court. The resident may have completed a next of kin instruction form or left other written instructions. Wherever possible, the resident's wishes are to be respected and carried out. Agnes House is never involved in any financial arrangements.

28. THERAPEUTIC TECHNIQUES

The Agnes House has a fully trained hairdresser who comes every fortnight, and a fitness trainer, who arranges activities to exercise the body.

29. MONITORING AND QUALITY

A quality management system (QMS) is in place at Agnes House. As part of the QMS, regular internal checks are carried out on processes and procedures to ensure that they confirm the Agnes House internal standards.

Experience has shown that by being proactive and carrying out these internal checks, potential problems are identified and corrected earlier. This also ensures that the formal inspections with the CSCI do not uncover any major issues.

A copy of the Agnes House Quality Management System is available on request to the residents.

30. TELEPHONES

There is one cordless phone which can be used to take calls in private and one pay phone for outgoing call.

31. MEALS

Food and mealtimes are of great social importance in the lives of our residents. The degree to which residents are directly involved in choice, preparation and serving of meals and participating fully in mealtimes depends on their abilities but where possible the emphasis is on willing participation

The following points observed:

residents, according to their capacities, have the opportunity to be involved in menu planning, laying tables, clearing away and washing up. Staff make great efforts to find out individual preferences for types of food and style of preparation, particularly where residents are less able to do things for themselves;
residents have regular opportunities to talk to the cook(s) about the sort of food they like and to comment on the meals they are given;
assistance with eating food is given individually and discreetly and with care and sensitivity. Staff sit with the person they are assisting. Residents always have a choice of food so that they can avoid the type of food which they find difficult to handle (for example, peas). If people wish to eat in private in their own rooms they are able to do so. Care is taken by staff to enable residents to make their views known if another resident's messy eating habits cause distress to others;
food preferences based on ethnic, religious and ethical observances are respected. Storage and preparation facilities are provided, and staff are trained in how to prepare different sorts of food and to find out what residents want.
food is nutritious, well-balanced and appealing. Great efforts are made to ensure that food is offered which residents take pleasure in eating;
the serving of food is seen as part of the social life of Agnes House. Quality matching crockery and tableware is very important to us. Care is taken to ensure that food offered to an individual resident is attractive even though it has to be appropriately prepared to meet the physical capacity of the individual. Food is only liquidised if absolutely necessary and care is taken to present it attractively (for example, by keeping different types and colours of food separate);
Agnes House dining room does not have the appearance of an institutional canteen. Furniture and furnishings are domestic in style and match the cottage atmosphere. Chairs are of a comfortable height with cushions (which can be pulled right up to the table) to assist those who have difficulty in getting up from sitting. Residents are able to choose how mealtimes are organised and how dining tables are arranged. Some residents enjoy setting the tables.
Agnes House dining room is non-smoking in line with the home's overall smoking policy;
expert advice from dieticians is sought and followed with regard to nutritional requirements. Special diets specified on medical grounds are adhered to;
the handling, storage, preparation and serving of food complies H.A.C.C.P, and all official requirements

32. OUR ASSURANCE

The management and staff of Agnes House are fully committed to providing a first class service to all service users. If for any reason a resident or their representative is unhappy with any aspect of the service provided, then in the first instance they should contact the manager to discuss their issue informally. If they are still unsatisfied, they can then formalise their issue into a formal complaint and/or raise it with CSCI direct. A complaints form can be obtained from the manager.

33. FURTHER INFORMATION AND ASISTANCE

If you require further information on Agnes House or anything featured in this user guide please contact the manager at the Agnes House or phone 01902 340256

If you do not get a satisfactory response to your query from the Agnes House, please contact the CSCI at 01902 873720

34. INSPECTION REPORTS

Under the National Minimum Standards 2002, homes must be inspected by the The C.S.C.I. (Commission for Social Care Inspection) All registered homes (since 2002) must be inspected twice a year although the C.S.C.I. may choose to visit more often. At least one visit is unannounced. Inspections are carried out by persons authorised to do so by the C.S.C.I. . Inspections vary in content, focus and length of time depending on any outstanding issues identified on previous inspections. Inspectors focus on quality of care and quality of life issues as much as on the fabric of the building. Time is devoted to asking residents and staff about standards of care provided. Care is taken to ensure that courtesy, diplomacy and tact are used in inspecting individual residents' private rooms Agnes House makes every effort to make it possible for the inspection officer to spend some time in private with individual residents We find inspection enormously constructive and recognition is given to innovative and good care practice. Time is also given to discussing and reviewing, with the us, the objectives of the home and how the care of the residents can be enhanced.

Agnes House’s inspection reports are available to the public and soon will be available on the net.