The Gardens

Chelston Park is set in four acres of flat landscaped gardens with magnificent southerly views across the Blackdown Hills and Wellington monument.
There are fishponds and a secluded well planted walled garden for complete peace and quiet.

You, your family and friends are welcome to enjoy the gardens and if you so feel you can help out and do a little gardening yourself.

The Accommodation

Bedrooms

Rooms have a nurse call system with a nurse call in both the bedroom and bathroom. There are two levels of call - normal and emergency. The ring volume is lowered at night for the convenience of all residents.
There is a television and telephone point.
Residents are welcome to bring furniture and familiar possessions to help feel at home.

Social Rooms

There are two sitting rooms and a dining room where you can socialise with family and friends.

Meal Times and Menus

Chelston Park aims to provide a well-balanced menu using good fresh food.
We rotate a four week summer and winter menu.  The menus are made available one week in advance and a daily menu is displayed near the dining room.
We cater for special diets including vegetarian and diabetic.

Choice

Residents can have either a continental style breakfast with cereal and toast etc or a cooked breakfast.
At lunchtime there is a choice of two main meals. The cook can prepare an alternative to this with a little notice.
The staff will ask residents what they would like for supper during the day. They can choose from three or four options.
Drinks are available all day and night.
Residents can have their meals either in their rooms or in the dining room.

Entertainment & Activities

Our activity coordinator arranges activities and the entertainment’s programme during the week, for those who want to join in.
Activities take into account  residents’ interests, skills, experiences, personalities and medical condition. We offer a wide range of activities designed to encourage the resident to keep mobile and, most importantly, take an interest in life.

Staff encourage and, in certain instances, assist residents to pursue hobbies and interests.
Below is an example of the activity programme:

Activities with the Staff on a Regular Basis

• Chatting to individual residents.
• Going for walks.
• Manicures
• Playing games.
• Armchair exercises and Flexercise activities
• Reading letters/magazines/newspapers.
• Helping to choose Library books.
• Music and sing alongs.
• Videos
• Talks on points of local interest
• Maintain life-long hobbies, crossword puzzles etc.
• Reminiscence

Outings

All outings are geared to a resident’s needs and capabilities.

Examples of outings are listed below:

• A drive around the countryside.
• Visit to a garden centre.
• Visit to a pantomime or play.
• Visit to Wellington
• Visit to “ Helping Hands” day centre in Wellington

Care Plans

A care plan is set up on arrival. A named nurse oversees each resident’s care plan.
You and your family or representatives are invited to participate in developing your care plan and attending any reviews held.
Residents or their representatives may see your care plan at any times in arrangement with the Person - in - Charge.

Care Plan Review

Once developed, the Care Plan will be reviewed regularly to ensure that it is satisfactory.
Family and relatives will be encouraged to participate in resident’s daily routine, as far as is practicable, and are invited to formal reviews. You and your relatives are always welcome to chat with the Nurse Manager or Nurse - in - Charge if you have any concerns.

Visitors

Relatives and friends are encouraged to visit as regularly as possible. They are most welcome at all reasonable times of the day. For security and fire safety reasons, they must sign the visitor’s book on arrival and departure on all occasions.

Complaints, Feedback or General Comments, both Positive and Negative.

Chelston Park is committed to providing a good quality service, but we are all human and sometimes things may go wrong or you may not be satisfied. 

For example:

• We have done something wrong
• We haven’t done something we should have done
• We have not treated you in a caring, professional manner.

We are very keen to receive your feedback and comments.  It is from your comments and feedback that we are able to continuously improves our service.  We value both positive and negative comments.

Our promise:

• We will take all complaints seriously
• We will investigate them thoroughly
• We will inform the complainant about the outcome of our investigations.
• If we have made a mistake we will put it right.
• We will keep a record of your complaint.

Complaints Procedure

If a resident, relative or visitor feels that there is cause for complaint, this should be discussed with the Person in Charge. If the matter is serious, or if the Resident remains dissatisfied you should ask for the complaint to be passed on to a Director. 

Age Concern

Age Concern is always available to support and give advice.  They provide an advocacy service and have considerable experience and knowledge of the rights and needs of the elderly. Chelston Park would be happy to arrange an Age Concern advocate for you.

Monitoring and Quality

Within Chelston Park, there are various systems, which ensure that close monitoring is maintained on all of the Home’s services and procedures.

An important part of Chelston Park’s quality programme is to involve the residents and their relatives; with comments on the Home, the staff and services provided being sought regularly.

Inspection notes

Chelston Park is inspected on a regular basis by the Commission for Social Care Inspection. The latest inspection report is available.

Customer Satisfaction Survey

A customer Satisfaction survey is sent out to residents, Doctors relatives, Social Workers and other care professionals who work with Chelston Park.

The survey is tailored to each individual audience in order to best reflect their experience. The survey looks at staff issues, residents grooming, catering, entertainment, domestic support and cleaning, administration, communication and general satisfaction with the service.

Financial Arrangements and Fees

The Home is committed to providing value for money within a setting of a comprehensive, caring service:

The fees charged are dependent on:

• the type of accommodation required, and
• the type of care package and needs of the individual resident

Depending on personal financial situation, a resident can pay the fees either privately or receive benefits arranged by Social Services. 

The current rules can be complicated and specialist advice can be arranged where appropriate.

Information is available through Care Direct Tel: 0845 3459133 and Age Concern Tel: 01823 423496

Self Funding Residents: Payment of Fees and Fee Increases

Fees will be invoiced at the beginning of each month or shortly after arrival in advance. For your and the Home’s convenience we would appreciate setting up a standing order payment.

Fees for self-funding Residents will usually be reviewed annually in April. Any increase in the fee will be as a result of inflation within the care sector. For the provision of additional care and service or as a result of environmental forces, beyond the Home’s control.

Free Nursing & Attendance Allowance

We have summarised our understanding of the current situation with regards to Resident’s eligibility for “ Free Nursing” payments and Attendance Allowance towards the cost of their fees. This is available on request.

The “Free Nursing” element paid to self-funding Residents will be deducted from the agreed fee.
There will be a delay before a Resident is assessed by the Primary Care Trust for “Free Nursing” entitlements. During this time the Home will charge the full gross fee agreed. Once the Resident has been assessed and the Home receives payment from the Social Service Department the amounts paid to the Home will be refunded to the Resident.

Future invoices will show the agreed gross fee, the “Free Nursing” element awarded and the net amount payable by the Resident towards the agreed fee.

Fees - What is Included

• Fully trained staff in 24 hour attendance
• Good Home Cooking
• Provision for Special Diets
• Laundry Service
• Regular GP visits, as needed
• Call System
• Full Central Heating
• In – house entertainment

Fees - What is Not Included

• Dry cleaning
• Weekly visits from the hairdresser to the home
• Visits from privately arranged healthcare professionals to the home e.g.chiropodist, aromatherapists, physiotherapists etc
• Some newspapers
• Accompanied outings
• Accompanied visits to the dentists, surgery and hospital etc for privately funded Residents
• Cost of having personal electrical equipment tested in compliance with the Electricity at Work Act.
• Sundry expenses incurred on behalf of Residents e.g. toiletries, hair care etc.
• If a resident is unable or disinclined to eat the food on the menus and prepared at Chelston Park or bought in as part of Chelston’s catering arrangements, the cost of the meals or food bought into the Home will be met by the Resident.