Advice and Support

Therapeutic Activities

The Grange (Shirebrooks) Limited has a policy of actively promoting the maintenance of Service Users’ normal social network and social activities. Each Service User’s Care Plan includes a facility for recording life history, social network and contacts, and preferences for activities and hobbies such that that staff are made aware of these, and the Service User is offered access to those networks and activities which are appropriate and desired. The policy of The Home is that activities and networking support are a part of normal daily living, and support for access will be available at all times.

The Home possesses some specialised equipment for the use of Service Users with sensory loss such as loss of sight and hearing.

Making a Complaint and Giving Compliments

We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimised for making a complaint, we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.

A full complaints procedure is displayed in the entrance hall to the home.

Our commitment is that:

Should you have any queries or concerns relating to your care, please make these in the first instance to the Home Manager.

You will receive a holding response within 24 hours of the complaint being made, and a final reply within 28 days; if the matter is more complex and cannot be resolved in the time frame, the complainant will be informed.
If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is;
Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.

Service Users and their representatives may take their complaints to persons in authority outside The Home. For Service Users funded all or in part by Social Services or the Clinical Commissioning Group, complaints may in the first instance be directed to them. For privately funded Service User, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the CQC.

Director of Social Services:
Derbyshire County Council
County Hall
Matlock DE4 3AG

Care Quality Commission:
Care Quality Commission (CQC)
National Correspondence
Citygate, Gallowgate
Newcastle upon Tyne NE1

Local Clinical Commissioning Group:
NHS Derby and Derbyshire CCG
Cardinal Square
10 Nottingham Road
Derby
DE1 3QT

The Local Government and Social Care PO Box 4771
Coventry CV4 0EH

Advocates

Service Users have the right to access external agents who will act in their interests to help them solve problems.

Arrangements for your voting rights can be made through the:

Bolsover District Council

Service Users’ Privacy

All Service Users have the right to be alone or undisturbed and to be free from public attention or intrusion into their private affairs.

Particular attention will be given to preserving privacy in the use of bathrooms, toilets and when dressing and undressing. At the same time, health and safety and personal risk management will be considered and discussed.

Any building or equipment fault which reduces the privacy of any Service User must be reported to the Registered Manager.

Staff will not discuss Service Users or their affairs within earshot of anyone not directly concerned with their care. Discussion of Service Users and their affairs will be for the purposes of managing and improving their care, and not as entertainment, e.g. gossip.

Service Users will always be offered privacy for personal discussions.

Records will be designed, used and stored so as to assure privacy. Legislative controls over records, such as the Data Protection Act, will be adhered to, and the Service User’s explicit permission in writing will be sought before information is passed to any person other than those directly concerned with the care of the Service User.

Records will be made available to the Service User’s principal Carer and family according to the wishes of the Service User.

Service Users’ Dignity

Your dignity is a matter of prime importance to us, and all staff receive training in this area.

You will be asked for the name by which you wish to be addressed, and this name will be recorded on your Service User Plan and used by all staff. You are perfectly entitled to ask that your principal carers use one name, and others use another name. The level of familiarity is under your control. In the absence of information to the contrary, staff will address you formally, using your title and surname.

Staff are trained to be sensitive to your feelings when in company. For instance, should you need help with any daily activity, such as feeding, you will be offered privacy and sensitivity in order that you are not embarrassed.

Bedrooms, bathrooms and WCs have locking mechanisms on the doors, and staff are trained to knock and wait for your invitation before entering the room.

Note: Policies are reviewed annually, more frequently, or as necessary.