Chelston Park offers personalised nursing care and support within a safe, homely environment in which the choices, care, well being and comfort of residents are the prime importance. Staff have the skills to help and support residents to live in a way that helps to make the most of each day, tailored around individual need, activity and stimulation.

The Gardens

Chelston Park is set in extensive flat landscaped gardens with magnificent southerly views across the Blackdown Hills and Wellington Monument.

Residents, family and friends are welcome to enjoy the gardens and if they so feel can even do a little gardening.

The Accommodation

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

Bedrooms

Chelston Park offers a variety of rooms, some large some smaller with pleasant views and plenty of windows.

Rooms have a nurse call system with call points in both bedroom and bathroom.

Most rooms have electric profiling beds.

Each room has its own personalised telephone number.

Residents are welcome to bring furniture and familiar items to make their room their own.

Meals, Catering and Choice

Chelston Park provides a full restaurant service with choice at all meals.

The menu is well balanced using good fresh food.

We rotate a four week summer and winter menu.

We cater for special diets including vegetarian and diabetic.

Choice

Residents can choose from a continental style breakfast with cereal and toast etc or a cooked breakfast.

At lunch and supper time there is a choice of main meals and beautifully prepared deserts and puddings. The cook can prepare any alternatives with a little notice.

Enjoy home baked cakes and biscuits at tea time or any time.

Residents are welcome to eat when they want, where they want.

Drinks and snacks are available all day and night.

Visitors are welcome to make drinks and snacks in the servery facilities.

Entertainment, Activities and Positive Attitude

We place importance on keeping residents enthusiastic and enjoying life.

Our activity co-ordinator arranges activities and the entertainment’s programme during the week, for those who want to join in. All residents are included in the way they want to be.

Activities take into account residents’ interests, skills, experiences, personalities and medical condition. We offer a wide range of stimulation designed to encourage residents to keep mobile and most importantly, take an interest in life.

Residents may well dip into activities as and when they want to.

Staff encourage and support residents to pursue hobbies and interests.

Activities with the Staff on a Regular Basis

• Arts and Crafts
• Aromatherapy
• Hand Massages
• Parties and special meals to suite all seasons
• Outings by mini bus
• Wii games and brain trainers
• Summer parties and events
• 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
• Maintaining life-long hobbies, crossword puzzles etc.
• Reminiscence

Outings

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

• 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.

Residents and their family or representatives are invited to participate in developing the care plan and attending any reviews held.

Care Plan Review

Once developed, the Care Plan will be reviewed regularly with each resident to ensure that it is meeting the resident’s needs and reflects their choices and preferences.

Family and relatives are encouraged to participate in the resident’s daily routine, as far as is practicable, and are invited to all reviews. Residents, their relatives or representatives are always welcome to talk with the Nurse Manager or Nurse – in – Charge.

Visitors

Relatives and friends are welcome to visit as regularly as possible. They are most welcome at all times.

Relative & Friends Support Group

Friends of Chelston Park meet over coffee mornings, cheese & wine evenings, special celebrations, parties, summer events and opportunities to share experiences and meet staff.

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

Chelston Park is committed to providing a good quality, personalised 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 unresolved ask for the complaint to be passed on to a Director.

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.

Care Direct have considerable experience and will be able to provide links to the right people.

See Useful Contacts section for contact details.

Monitoring and Quality

Chelston Park, has 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 Reports

Chelston Park is inspected by the Care Quality Commission. The latest inspection report is available at Chelston Park and on CQC’s website.

See Useful Contacts section for contact details.

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, catering, entertainment, domestic support and cleaning, administration, communication and general satisfaction with the service.

Financial Arrangements and Fees

Chelston Park 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

A resident can pay the fees either privately or in arrangement with Social Services.

The current rules can be complicated and specialist advice should be taken. Information is available through Care Direct on Tel: 08453459133 and Age Concern on 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.

Fees for self-funding Residents will usually be reviewed annually in April. Any increase in the fee will be as a result of inflation, 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 available towards the cost of 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.

Useful Contacts:

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.

Age Concern - Tel: 01823 423496

Care Direct (Social Services help and information line)

Care Direct have considerable experience and will be able to provide links to the right people. Care Direct - Tel: 0845 3459133.

Care Quality Commission regulates and inspects care services.

Tel: 03000 616161