Mellor
Nook.
Residential Care Home
For the Elderly
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Residential Care Home For the Elderly |
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SUMMARY OF RECOMMENDATIONS RECOMMENDATION 1 Care assessments should be clear, comprehensive, and accessible. Inconsistencies between different authorities should be minimised. Paragraph 4.10RECOMMENDATION 2 Those who provide information should review the oral and written data (including details of hospital discharge procedures) they give prospective residents of care homes, to ensure that it is clear and comprehensive. Individuals should be able to freely access the details of those homes that can meet their assessed needs so that they can make an informed choice. Paragraph 4.18RECOMMENDATION 3 Inspection reports on residential homes and nursing homes should be widely available, easily accessible, clear, and comprehensive. Inconsistencies between different authorities should be minimised. Paragraph 4.22RECOMMENDATION 4 All care-home owners issuing information should review their brochures to ensure that clear and comprehensive information is given about: a the care and facilities they provide; b the fees that are charged, what they cover, and when they must be paid; c the cost of facilities not covered by the fees; d the key contract terms and conditions, such as the notice periods for the termination of the contract and changes in fees (and, if the full contract terms are not shown in the brochure itself, there should be a clear statement that they are available on request); ande the internal and external complaints procedures. Paragraph 4.2RECOMMENDATION 5 All bodies providing information should consider offering that information in large print or braille, or on audiotape. Paragraph 4.28RECOMMENDATION 6 Visits to homes by prospective residents should continue to be encouraged. Paragraph 4.31RECOMMENDATION 7 It is recommended that: a all residents should have a written contract; b all contracts should be clear and comprehensive; c residents must be clearly informed of their rights and obligations and who is liable if there is a breach of contract; d all contracting authorities should ensure that tripartite contracts are available in all situations where a resident is not the direct purchaser of the care services; e care-home providers should ensure that all residents have a copy of their contract and any variations to the original contract. Copies should be made freely available to residents. In cases where a resident’s interests are represented by a relative or another person who is a signatory to the contract that person should also be provided with a copy of the contract; and f all inspection units should check that copies of their contracts are made available to all residents. Paragraph 5.3RECOMMENDATION 8 It is recommended that: a a copy of the standard contract is made available before a resident moves into a home and well before signing so that consideration can be given to the terms and conditions before a decision has been made and the contract signed. Inspection units should check that this is standard procedure; b the pre-admission care assessment should set out in clear language the needs of the individual being assessed; c brochures and other pre-admission information given by the home or by others should be directed towards clearly confirming the ability of the home to match the individual’s needs; d an agreed care plan should form part of the contractual documentation so that everyone involved is clear about the terms of the service the individual shouldexpect; and e where care needs are reassessed, the revised and agreed care plan should be copied to all the contractual parties and their representatives. Paragraph 5.6RECOMMENDATION 9 Inspection units should be given the power, and the relevant training, in order to monitor the handling of residents’ finances by all homes. Paragraph 6.3RECOMMENDATION 10 The pooling of residents’ personal allowances should be actively discouraged. If, in exceptional circumstances, pooling of residents’ personal allowances is deemed necessary it should not take place without the express consent of the individual residents who should receive detailed statements of their allowance, expenditure, and outstanding balance. Inspectors should monitor such arrangements closely. Paragraph 6.10RECOMMENDATION 11 Residents should be encouraged to look after their own financial affairs. Where they need assistance and there is no suitable relative or friend to help, it is recommended that more agencies and individuals other than care-home owners or managers should be made available. Where home owners do retain responsibility it is recommended that there should be national guidelines to ensure the accountability of residents’ funds. A limit should be set on the amount of a resident’s money that can be held by the home owner. Residents should receive regular detailed statements about expenditure and their outstanding balance. Inspectors should ensure that this is done. Paragraph 6.19RECOMMENDATION 12 All monies kept by a care-home owner on behalf of residents should be maintained in a clearly separate account for each resident. Inspection units should have the power to check that a separate account has been opened and is being maintained correctly. Paragraph 6.20RECOMMENDATION 13 A copy of the complaints procedure (in large print) should be exhibited in at least one prominent place in the care home where there is easy and frequent access by residents, visitors, and staff members. A separate copy of the procedure, also in large print, should be given to every resident. Paragraph 7.18RECOMMENDATION 14 All care-home providers should review their internal complaints procedures. As part of this review they should: a consider supporting or initiating the establishment of a residents/relatives committee with regular meetings; b name a designated complaints officer whom residents can contact directly; c ensure that the home has a clear, highly visible complaints handling policy which is fair to both the complainant and the person or organisation against whom the complaint is made; d consider establishing target time limits for processing complaints and reporting progress to complainants; and e consider the scope for independent review of complaints procedures and their operation. Paragraph 7.21 RECOMMENDATION 15 All material produced by care homes mentioning external complaints procedures should: a contain not just the name and address of the regulatory authority, but also the phone number; b clearly explain the stages of the complaints procedures; and c ensure that all complaints procedures state that residents can directly contact the regulatory authority with their concerns. Paragraph 7.22 RECOMMENDATION 16 The different procedures relating to the investigation of complaints should be simplified, and the roles of the authorities involved in the investigation of complaints should be clarified. The aim should be to improve awareness of the procedures and to facilitate their use. Paragraph 7.2RECOMMENDATION 17 Residents should receive a clear and full assessment of their complaints. They should be provided with this information no later than others involved in the process. Where investigations cannot be completed expeditiously, residents should be kept informed of progress. Paragraph 7.25RECOMMENDATION 18 Details of external organisations that may be able to advise residents and assist in making complaints should be made freely available. As in the case of complaints procedures, these details should be displayed prominently within care homes. Paragraph 7.29 |
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