Point House Statement of Purpose

Information About Point House

History:

Point House is a Georgian building which was originally opened as a care service in 1980 for three adults with a learning disability. In 1985 Point House was extended to accommodate more service users. Point House is a family run business owned by Aubrey and Carol Cropley and managed by their daughter, Sarah Jane Cropley. Today, Point House is registered for 22 adults with learning difficulties over the age of 18 years old. Point House aims to deliver high-class person centred care and each service user is cared for in their own special way. At Point House we have seen many changes in everyday life in areas such as health & safety and legislation demands. However, amidst this change we endeavor to provide a homely and friendly environment so that the people who live here experience a typically domestic lifestyle.

 

 

Mr. Aubrey Cropley & Mrs C A Cropley are recognised as the Responsible Individuals by the Care Quality Commission.

Point House’s CQC Provider number is: 1-101626952

Contact Details

Address:

Point House

Sprowston Road

Norwich

Norfolk

NR3 4QN

This is the address to which all correspondence and official notices should be sent.

This is also the sole location at which services are provided.

 

Financial Viability

As Point House is a small family owned and run enterprise we are able to focus all of our attention on the day to day running and success of the business and not have to worry about running Point House alongside other business concerns. We are always looking to make improvements to the environment and service user experience, though we ensure this is done thoughtfully and within the confines of our budget, being careful not to over extend our finances. Our goal is always the long term survival of the business to give service users a secure environment where they can grow as individuals. As a result of this approach we have been in business successfully caring for and supporting service users for over 40 years.

 

Our finances are audited by a qualified accountant to ensure we comply with financial regulations and that we are operating a sound financial model. They are also managed and monitored on a regular basis by Mr. A. Cropley.

 

 

The kinds of services provided for the purposes of the carrying on of the regulated activity and the range of service users’ needs, which those services are intended to meet.

The services provided will be:

1. Accommodation with personal care, but not nursing care.
2. For adults, (18 and over), with learning disability support needs.
3. Single room accommodation, (although Point House has one double room).
4. Unsuitable for those service users who require a secure environment.
5. Suitable for ambulant people, though there may be limited scope for accommodating people with a physical disability where learning disability support needs are the prime consideration.
6. Care and support with staff available on a 24 hour basis.

Legal Status of Point House

Point House is a legal Partnership. The partners are:

Mr Aubrey Cropley

Mrs Carol Cropley

 

Sarah Jane Cropley is the CQC Registered Manager of Point House. She holds the Registered Manager’s Award, R.M.A NVQ 4 qualifications and has been an NVQ Assessor. Sarah is also a qualified Reiki healer withy level 1 & 2.

 

Values and Principles of Point House

The following statements reflect the values, principles and general aims of our home. To focus on service users. We aim to provide personal care and support in ways which have positive outcomes for service users and promote their active participation.

 

To focus on service users. We aim to provide personal care and support in ways which have positive outcomes for service users and promote their active participation.

To ensure that we are fit for our purpose. We examine our operations constantly to ensure that we are successfully achieving our stated aims and purposes. We welcome feedback from our service users and their friends and relatives, and always listen to and respond to any concerns and complaints they might have about the service.

To work for the comprehensive welfare of our service users. We aim to provide for each service user a package of care that contributes to his or her overall personal and healthcare needs and preferences.

To work in partnership. We will co-operate with other services and professionals to help to maximise each service user’s independence and to ensure as fully as possible the services user’s maximum participation in the community.  To meet assessed needs by ensuring we carry out a proper assessment of the needs of all prospective service users. We aim to ensure that the care the service provides meets the assessed needs of each service user, that needs are re-assessed as frequently as necessary, and that the care and support provided have the flexibility to respond to changing needs or requirements.

We will also give people information about us and the services we offer and do our best to make sure this is presented in a way that they can understand.

To provide quality services. We are whole-heartedly committed to providing top quality services and to continuous improvement in the level of the care we offer.

To employ a quality workforce improvement in the level of the care we offer. To employ a quality workforce. Standards for our managers and staff are based on the national occupational standards for the care industry set by the National Training Organisation.

To keep people safe. We are committed to keeping the people who use our services safe from all forms of abuse and neglect and will always work closely with the safeguarding organisations to address any concerns raised.

To prevent and control outbreaks of infectious illnesses. We follow all updated government and public health guidance to prevent and contain any spread of infectious illnesses such as Covid-19.

To avoid mistakes. We will try our best not to make mistakes but where we do make them we will be open and honest about them, put them right as quickly as possible and learn how to avoid making them again.

Rights

We place the rights of residents/people who use our services at the forefront of our philosophy of care. We seek to advance these rights in all aspects of the environment and the services we provide and to encourage our residents to exercise their rights to the full.

Privacy

We recognise that life in a communal setting and the need to accept help with personal tasks are inherently invasive of a resident’s ability to enjoy the pleasure of being alone and undisturbed. We therefore strive to retain as much privacy as possible for our residents in the following ways.

• Giving help in intimate situations as discreetly as possible.
• Helping residents to furnish and equip their rooms in their own style and to use them as much as they wish for leisure, meals and entertaining.
• Offering a range of locations around the home for residents to be alone or with selected others.
• Providing locks on residents’ storage space, bedrooms and other rooms in which residents need at times to be uninterrupted.
• Guaranteeing residents’ privacy when using the telephone, opening and reading post and communicating with friends, relatives or advisors.
• Ensuring the confidentiality of information the home holds about residents.

Dignity

Disabilities quickly undermine dignity, so we try to preserve respect for the intrinsic value of those who use our services in the following ways.

• Treating each resident as a special and valued individual.
• Helping residents to present themselves to others as they would wish through their own clothing, their personal appearance and their behaviour in public.
• Offering a range of activities which enables each resident to express themselves as a unique individual.
• Tackling the stigma from which our residents may suffer through age, disability or status.
• Compensating for the effects of disabilities which residents may experience on their communication, physical functioning, mobility or appearance.

Independence

We are aware that our residents/people who use our services may have given up a good deal of their independence in entering a group living situation. We regard it as all the more important to foster our service users’ remaining opportunities to think and act without reference to another person in the following ways.

• Providing as tactfully as possible human or technical assistance when it is needed.
• Maximising the abilities our residents retain for self-care, for independent interaction with others, and for carrying out the tasks of daily living unaided.
• Helping residents take reasonable and fully thought-out risks.
• Promoting possibilities for residents to establish and retain contacts beyond the home.
• Encouraging residents to access and contribute to the records of their own care.

Security

We aim to provide an environment and structure of support which responds to the need for security in the following ways.

• Offering assistance with tasks and in situations that would otherwise be perilous for residents.
• Protecting residents from all forms of abuse and from all possible abusers.
• Providing readily accessible channels for dealing with complaints by residents.
• Creating an atmosphere in the home which residents experience as open, positive, and inclusive.

Civil rights

Having disabilities and residing in a home can act to deprive the people who use our services of their rights as citizens. We therefore work to maintain our service users’ place in society as fully participating and benefiting citizens in the following ways.

• Ensuring that residents have the opportunity to vote in elections and to brief themselves fully on the democratic options.
• Preserving for residents full and equal access to all elements of the National Health Service.
• Helping residents to claim all appropriate welfare benefits and social services.
• Assisting residents’ access to public services such as libraries, further education and lifelong learning.
• Facilitating residents in contributing to society through volunteering, helping each other and taking on roles involving responsibility within and beyond the home.

Choice

We aim to help our service users exercise the opportunity to select from a range of options in all aspects of their lives in the following ways.

• Providing meals which enable residents as far as possible to decide for themselves where, when and with whom they consume food and drink of their choice.
• Offering residents, a wide range of leisure activities from which to choose.
• Enabling residents to manage their own time and not be dictated to by set communal timetables.
• Avoiding wherever possible treating residents as a homogeneous group.
• Respecting individual, unusual or eccentric behaviour in residents.
• Retaining maximum flexibility in the routines of the daily life of the home.

Fulfilment

We want to help our service users to realise personal aspirations and abilities in all aspects of their lives. We seek to assist this in the following ways.

• Informing ourselves as fully as each resident wishes about their individual histories and characteristics.
• Providing a range of leisure and recreational activities to suit the tastes and abilities of all residents, and to stimulate participation.
• Responding appropriately to the personal, intellectual, artistic and spiritual values and practices of every resident.
• Respecting our residents’ religious, ethnic and cultural diversity.
• Helping our residents to maintain existing contacts and to make new liaisons, friendships, and personal or sexual relationships if they wish.
• Attempting always to listen and attend promptly to any resident’s desire to communicate at whatever level.

 

• By helping service users build and/or maintain links in the community such as attending clubs, activities and educational resources, (e.g. college courses) as well as work placements. This also includes accessing local services such as shops and helping service users to do this safely on their own helping develop skills such as road safety and managing money as well as helping to maintain their self esteem and confidence.

 

Diversity

We aim to demonstrate that we welcome and celebrate the diversity of people in our community and in this home. We try to do this by:

• positively communicating to our service users that their diverse backgrounds enhance the life of the home
• respecting and providing for the ethnic, cultural and religious practices of service users
• outlawing negatively discriminatory behaviour by staff and others
• accommodating individual differences without censure
• helping service users to celebrate events, anniversaries and festivals that are important to them.

Safeguarding

We aim to make the safeguarding of our service users an utmost priority and seek to comply with all legal requirements in our safeguarding practices. We therefore work closely with the local safeguarding adults’ board over any issues relating to the safety of its service users from any kind of harm and the CQC where involved.

Quality care

We wish to provide the highest quality of care, and to do this we give priority to a number of areas relating to the operation of the home and the services we provide.

Choice of home

We recognise that every prospective resident should have the opportunity to choose a home which suits their needs and abilities. To facilitate that choice and to ensure that our residents know precisely what services we offer, we will do the following.

• Provide detailed information on the home by publishing a statement of purpose and a detailed service user guide/information about the home.
• Give each resident a contract or a statement of terms and conditions specifying the details of the relationship.
• Ensure that every prospective resident has their needs expertly assessed by our management team before a decision on admission is taken.
• Demonstrate to every person about to be admitted to the home that we are confident that we can meet their needs as assessed.
• Offer introductory visits to prospective residents and avoid unplanned admissions except in cases of emergency.

Personal and healthcare

We draw on expert professional guidelines for the services the home provides. In pursuit of the best possible care we will do the following.

• Produce with each resident, regularly update, and thoroughly implement a service user plan of care, based on an initial and then continuing assessment.
• Seek to meet or arrange for appropriate professionals to meet the healthcare needs of each resident.
• Establish and carry out careful procedures for the administration of residents’ medicines.
• Take steps to safeguard residents’ privacy and dignity in all aspects of the delivery of health and personal care.
• Treat with special care residents who are dying, and sensitively assist them and their relatives at the time of death.

Lifestyle

It is clear that service users may need care and help in a range of aspects of their lives.

To respond to the variety of needs and wishes of service users, we will do the following.

• Aim to provide a lifestyle for residents which satisfies their social, cultural, religious and recreational interests and needs.
• Help residents to exercise choice and control over their lives.
• Provide meals which constitute a wholesome, appealing and balanced diet in pleasing surroundings and at times convenient to residents.
• By asking service users to tell us about their hopes and aspirations so that we can include these elements in their care plans and make sure the support we offer takes these into account. We will seek to help service users move closer to their hopes and aspirations and we will do this in a way that recognises each person’s capabilities so they can move at a pace suited to them. For example, a service user may aspire to move on from Point House to a more independent setting. We will work with them to identify what skills they need to do this. This might include moving towards managing their own medication, developing menu planning and budgeting/shopping skills.

 

Concerns, complaints and protection

Despite everything that we do to provide a secure environment, we know that residents may become dissatisfied from time to time and may even suffer abuse inside or outside the home. To tackle such problems, we will do the following.

• Provide and, when necessary, operate a simple, clear and accessible complaints procedure.
• Take all necessary action to protect residents’ legal rights.
• Make all possible efforts to protect residents from every sort of abuse and from the various possible abusers.

The environment

The physical environment of the home is designed for residents’ convenience and comfort. We will do the following.

• Maintain the buildings and grounds in a safe condition.
• Make detailed arrangements for the communal areas of the home to be safe and comfortable.
• Supply toilet, washing and bathing facilities suitable for the residents for whom we care.
• Arrange for specialist equipment to be available to maximise residents’ independence.
• Provide individual accommodation to a high standard.
• See that residents have safe, comfortable bedrooms, with their own possessions around them.
• Ensure that the premises are kept clean, hygienic, and free from unpleasant odor’s, with systems in place to control the spread of infection.
• Wherever possible service users will be involved in day-to-day household tasks and cleaning as part of their preparation for more independent living.

 

Staffing

We are aware that our staff will always play a very important role in service users’ welfare. To maximise this contribution, we will do the following.

• Employ staff in sufficient numbers and with the relevant mix of skills to meet service users’ needs.
• Provide at all times an appropriate number of staff with qualifications in health and social care as required.
• Observe recruitment policies and practices which both respect equal opportunities and protect service users’ safety and welfare.
• Offer our staff a range of training which is relevant to their induction, foundation experience and further development.

Management and administration

We know that the leadership of the service is critical to all its operations. To provide leadership of the quality required, we will do the following.

• Always engage a registered manager - a person who is qualified, competent, and experienced for the task.
• Aim for a management approach that creates an open, positive, and inclusive atmosphere throughout the business.
• Install and operate effective quality assurance and quality monitoring systems.
• Work to accounting and financial procedures that safeguard service users’ interests.
• Offer residents appropriate assistance in the management of their personal finances, whilst maintaining independence as much as they are able to.
• Supervise all staff and voluntary workers regularly and carefully.
• Keep up-to-date and accurate records on all aspects of the home and its residents.
• Ensure that the health, safety and welfare of service users and staff are promoted and protected.

The Underpinning Elements

A series of themes both cut across and underpin the aims we have relating to the rights of residents and quality care.

Focus on service users

We want everything we do in the home to be driven by the needs, abilities and aspirations of our residents, not by what staff, management or any other group would want. We recognise how easily this focus can slip and we will remain vigilant to ensure that the facilities, resources, policies, activities and services of the home remain resident-led.

Fitness for purpose

We are committed to achieving our stated aims and objectives and we welcome the scrutiny of our service users and their representatives.

Comprehensiveness

We aim to provide a total range of care, in collaboration with all appropriate agencies, to meet the overall personal and healthcare needs and preferences of our residents.

Meeting assessed needs

The care we provide is based on the thorough assessment of needs and the systematic and continuous planning of care for each resident.

Quality services

We are aiming for a progressive improvement in the standards of training at all levels of our staff and management team.

Facilities and Services of the Home

The management’s qualifications and experience

A & C A Cropley are the owners of the home, they opened Point House in 1980 to only 6 residents, since that time the home has grown and developed into the wonderful home we have now. Mr & Mrs Cropley now entrust the running of the home to their daughter Sarah who has been manager since 2000. Sarah holds a Managerial Position in Residential care for LD, she studied for her Registered Manager Award NVQ level 4 HSC R.M.A (2003-2007) which she achieved in 2007, and was a NVQ assessor, and mentored 4 staff to achieve their NVQ level 2 & 3 in HSC. Sarah has more than 40 Years’ experience within Point House (opened in 1980). Sarah is the  CQC-Qualified Registered Manager and holds a Diploma in Leadership & management for Health & Social Care. Sarah is also a Reiki healer certifies level 2 & 3.  

The home’s staff (family Friendly Workers)

The home’s total staff establishment is 18, of whom 14 have duties involving direct care for service users.

All new staff who are employed are put through the care certificate, also Point House’s own bespoke  induction training.

Staff are encouraged to participate in NVQ level 2 and above in HSC at an appropriate time in their employment.

All our staff have a set rota pattern and work a two-week rolling rota.

We have an on-call Rota system, where senior members of the team we all share the responsibility of being available to staff for advice or in an emergency. Our working night staff are awake throughout this shift and can call the on-call staff at any time. All staff have a fixed contract, with the hours they work. All staff can work over-time if they wish to do so.  The senior management teamwork the Rotas & shifts 6 weeks in advance, so all staff know if anyone is on holiday, and can take over-time.

Care/support staff shifts

DAYS = 7.00am to 4.00pm   Evenings = 4.00pm to 10.00pm Nights = 10.00pm to 7.00am

Cleaning staff hours

9.00am to 1.00pm / 2.00pm

Activities assistant hours

9.00am to 2pm/3pm/4pm

 

Recruitment, Training and Supervision

This is shared between the Registered Manager & senior management team. Qualifications & all training records are uploaded on the skills for care site frequently.

 

Relevant Government Guidance and with good personnel practice

This is looked at daily by the Registered Manager & management team

 

The Provider Portal - the Capacity Tracker

This is updated daily by the Registered manager & management team

 

Service users accommodated

The home provides care and accommodation for adults with learning disabilities. The home is registered for up to 22 clients, with one of our rooms being a double room.

The range of needs met

The home aims to provide a service for adults with learning disabilities aged 18 plus, we can also accommodate some physical disabilities where the two overlap, we have a limited number of downstairs bedrooms which the home can accommodate these in if people have mobility issues. 

Residents requiring nursing care

The home does not employ appropriate staff to provide nursing for any residents who need nursing care.

Admissions

Under government regulations, potential residents must have their needs thoroughly assessed before entering a home; this is intended to provide each service user with the best possible information on which to make an informed choice about their future.

For potential residents who are already in touch with a social service or social work department, the initial assessment will be undertaken as part of the care management process, but we also need to assure ourselves and the service user that this particular home is suitable for them.

For potential residents who approach the home direct, appropriately trained staff will make a full assessment of need calling, with the service user’s permission, on specialist advice and reports as necessary.

The assessment will cover the range of health and social needs set out in CQC guidance. All information will be treated confidentially. The assessment process helps the home’s staff to be sure that the home can meet a potential resident’s requirements and to make an initial plan of the care we will provide.

We will provide prospective residents with as much information as possible about the home to help them decide about whether or not they want to live here. We offer the opportunity for a prospective resident to visit the home, join current residents for a meal and move in on a trial basis. [Insert details about trial visits and any costs involved.] We are happy for a prospective resident to involve their friends, family or other representatives in seeing the home and the care and facilities we can provide before making the final decision about admission.

If we feel the home is not suitable for a particular person, we will try to give advice on how to look for help elsewhere.

If, exceptionally, an emergency admission has to be made, we will inform the new resident within 48 hours about key aspects, rules and routines of the home and carry out the full information and assessment process within five days.

All admissions will be subject to following government guidelines for COVID.  following policies procedures best practises to keeping everybody safe.

Social activities, hobbies and leisure interests

We try to make it possible for our residents to live their lives as fully as possible. In particular, we do the following.

• We aim as part of the assessment process to encourage potential residents to share with us as much information as possible about their social, cultural and leisure interests, as a basis for helping them during their period of residence in the home.
• We try to help residents to continue to enjoy as wide a range of individual and group activities and interests as possible both inside and outside the home, to carry on with existing hobbies, pursuits and relationships, and to explore new avenues and experiences. All residents are entitled to use the dining room, the communal lounges, other sitting and circulating areas, and the grounds of the home, but those who wish to may remain in their own rooms whenever they like. Residents are encouraged to personalise their own rooms with small items of furniture and other possessions, and we try to follow individual preferences in matters of decoration and furnishings.
• We try to have regular organised social activities such as coffee mornings to raise money for charity, we do in house keep-fit, have parties to celebrate major events and personal celebrations, we do BBQ’s in the summer months, and have successfully held summer fayres to raise money in the past. We go on regular outings, to places of interest as well as fun days out, events involving other organisations or volunteers, such as discos. We hope that friendships among residents will develop and that residents will enjoy being part of a community, but there is no compulsion on a resident to join in any of the communal social activities.
• We have facilities including a large walk-in craft cupboard with games, arts and crafts etc., 2 wide screen TVs with Netflix and sky TV, library, internet access etc., a large garden area outdoors with seating as well as two communal areas – one is the main lounge area and the other the dining area which also includes a clients kitchen area and an additional comfortable seating area.
• To assist with the home’s social programme we have recently employed FAMILY FRIENDLY WORKER so that those clients who wish to do long term projects or take part in a particular activity can be able to do so. Other weekly activities are prepared in advance according to clients wishes by Paula  Senior care manager.
• We recognise that food and drink play an important part in the social life of the home. We try to provide a welcoming environment in the dining room and to ensure that meals are pleasant unhurried occasions providing opportunities for social interaction as well as nourishment. As far as possible, we encourage residents to choose where they sit in the dining room, and meals can be served in residents’ own rooms if desired.
• Three full meals are provided each day, there is a regularly changed menu for lunch and the evening meal, residents are always offered a choice at meals, we cater for special and therapeutic diets as advised by specialist staff and as agreed in each resident’s care plan, and care staff are available to provide discreet, sensitive and individual help with eating and drinking for those needing it. Snacks and hot and cold drinks are available at all times and the client’s kitchenette is always open so that those who wish to use it have the freedom to do so. We aim to make all of the food and drink we provide attractive, appealing and appetizing, and to mark special occasions and festivals.
• We try to ensure that the home is a real part of the local community, so in principle we encourage visitors to the home such as local councilors, members of parliament, representatives of voluntary organisations, students, school children and others. Naturally, we respect the views of service users about whom they want to see or not to see.
• We recognise that risk-taking is a vital and often enjoyable part of life and of social activity and that some residents will wish to take certain risks despite or even because of their disability. We do not aim, therefore, to provide a totally risk-free environment though we take care to ensure that residents are not subjected to unnecessary hazards. When a service user wishes to take part in any activity which could involve risk, we will carry out a thorough risk assessment with that individual, involving if they so desire a relative, friend or representative, and will agree and record action which will appropriately balance the factors involved. Such risk assessments will be regularly reviewed, with the participation of all parties, in the light of experience.
• For the benefit of all residents and staff, we have designated all indoor areas of the home as non-smoking. Residents who wish to may smoke in the outside garden area or smoke shelter.
• We may make a charge associated with some social activities and services; where this applies, the details will be made clear to the service user in advance.

 

Consulting service users about the way the home operates.

We aim to give residents opportunities to participate in all aspects of life in the home. In particular, they are regularly consulted both individually and corporately about the way the home is run. We hold clients meetings on a regular basis and also have weekly chats to discuss and issues that have occurred or changed that week. Our clients devise their own food menus with staff, we involve our clients where possible in reviews of policies, etc. in the home. Our objective is always to make the process of managing and running the home as transparent as possible, and to ensure that the home has an open, positive and inclusive atmosphere.

Consultation with residents and their representatives

We try to consult users as fully as possible about all aspects of the operation of the home and the care provided. In particular we use anonymous user satisfaction questionnaires for both our residents, families and visiting professionals to our home. We hold regular individual and group discussions with our clients to discuss all aspects of daily living and we then keep our families abreast of updated information via Telephone, video calling, WhatsApp, email and personal 1:1 where necessary.

Fire precautions, associated emergency procedures and safe working practices

All residents are made aware of the action to be taken in the event of a fire or other emergency, and copies of the home’s fire safety policy and procedures are available on request. Point House conforms to all relevant government guidance on promoting and protecting the health, safety and welfare of service users and staff.

Arrangements for religious observances

Residents who wish to practice their religion will be given every possible help and facility. In particular, we will do the following.

• We will try to arrange transport for residents to any local place of worship if required.
• If asked to we will make contact with any local place of worship on a service user’s behalf. We can usually arrange for a minister or a member of the relevant congregation to visit a service user who would like this.
• In the public areas of the home, we celebrate the major annual Christian festivals, Residents have the opportunity to participate or not as they wish, we are also learning about some of the other faiths and beliefs that other cultures have to learn and celebrate these too.
• Particular care will be taken to try to meet the needs of residents from minority faiths. These should be discussed with the manager before admission.

Relatives, friends and representatives

• Residents are given every possible help to maintain the links they wish to retain with their families and friends outside the home but can choose whom they see and when and where.
• If a resident wishes, their friends and relatives are welcome to visit at any time convenient to the resident and to become involved in daily routines and activities.
• If a resident wishes to be represented in any dealings with the home by a nominated friend, relative, professional person or advocate, we will respect their wishes and offer all necessary facilities.

Concerns and complaints

The management and staff of the home aim to listen to and act on the views and concerns of residents and their representatives and to encourage discussion and action on issues raised before they develop into problems and formal complaints. We therefore welcome comments and suggestions from service users and their representatives, friends and relatives. Positive comments help us to build on our successes, but we can also learn from comments which are critical. We undertake to look into all comments or complaints as quickly as possible and to provide a satisfactory response.

Anyone who feels dissatisfied with any aspect of the home should, if possible, raise the matter in the first instance with a responsible member of staff. It may be that the staff member can take immediate action to respond, and if appropriate apologise. If the complainant feels uncomfortable about raising the behaviour of a particular member of staff with the individual directly, they should approach someone more senior. Any staff member receiving a complaint about themselves or a colleague will try to sort out the matter as quickly as possible.

If anyone who is dissatisfied with any aspect of the home feels that when they raised the matter informally it was not dealt with to their satisfaction or they are not comfortable with the idea of dealing with the matter on an informal basis, they should inform the manager of the home that they wish to make a formal complaint. The manager will then make arrangements to handle the complaint personally or will nominate a senior person for this task.

The person who is handling the complaint will interview the complainant and will either set down the details in writing or provide the complainant with a form for them to do so. The written record of a complaint must be signed by the complainant, who will be provided with a copy, together with a written acknowledgment that the complaint is being processed, outlining the timescale for responding. The complainant will be informed of their right at any stage to pursue the matter with the CQC and will be given details of how the CQC can be contacted.

The person handling the complaint will then investigate the matter, interviewing any appropriate staff. If it is necessary to interview other service users or anyone else, the complainant’s permission will be sought. Complaints will be dealt with confidentially and only those who have a need to know will be informed about the complaint or the investigation. The investigation will be completed within 28 days unless there are exceptional circumstances, which will be explained to the complainant. As soon as possible the person investigating the complaint will report back to the complainant, explaining what they have found and providing them with a written copy of their report.

The person who investigates a complaint will initiate any action which needs to be taken in response to their findings, will inform the complainant about any action, and will apologise or arrange for an apology if that is appropriate. We hope that this will satisfy the complainant and end the matter. If the complainant is satisfied, they will be asked to sign a copy of the report of the investigation and the action taken.

If a complainant is not satisfied with the investigation or the action taken, they will be informed of their right to pursue the matter with the CQC.

Service user plan of care (My Life Story)

At the time of a new resident’s admission to the home, we work with the service user, and their friend, relative or representative if appropriate, to draw up a written plan of the care we will aim to provide. The plan sets out objectives for the care and how we hope to achieve those objectives and incorporates any necessary risk assessments.

Once a month, we review each person’s plan together, setting out whatever changes have occurred and need to occur in future. From time-to-time further assessments of elements of the person’s needs are required to ensure that the care we are providing is relevant to helping the resident achieve their full potential.

We ask our service users to tell us about their hopes and aspirations so that we can include these elements in their care plans and make sure the support we offer takes these into account. We will seek to help service users move closer to their hopes and aspirations and we will do this in a way that recognises each person’s capabilities so they can move at a pace suited to them. For example, a service user may aspire to move on from Point House to a more independent setting. We will work with them to identify what skills they need to do this. This might include moving towards managing their own medication, developing menu planning and budgeting/shopping skills.

Every resident has access to their plan and is encouraged to participate as fully as possible in the care planning process.

Rooms in the home

The home has 21 bedrooms for residents, of which 20 are for single occupation.

The rooms in the home for communal use are as follows: Lounge area, Dining room with added sitting room, Large rear garden with outdoor seating. Large space available upstairs for private meetings/visits etc.  Visitors pod in the foyer area (during Covid 19)

In addition there are some areas of the home which are generally for staff use only as follows: The main office, the staff room, the medication room, the main kitchen (unless invited in by staff).

Privacy and dignity

Point House places a high value on respecting the privacy and dignity of the people who live here. The detailed measures we take are set out in the paragraphs headed respectively Privacy and Dignity at the beginning of this document.

Covid 19 pandemic

Throughout the covid 19 pandemic we have worked extremely hard to keep our client and staff safe. Whilst the pandemic continues, we may need to adjust some of the policies & procedures within the home including new admissions, visitors, social activities etc. in order to continue to keep everyone safe and comply with all government guidelines.

Review of This Document

We keep this document under regular review and would welcome comments from service users, staff  and others.