What do you wish to achieve by providing regulated activities? How will your service help the people who use your services? To ensure that the people who use the service, their families and those acting on their behalf, are involved and are enabled, supported and their wishes respected in the decision making process of their care planning, delivery of care and treatment. To ensure that the people who use the service and those acting on their behalf, are supported to make informed decisions about their care and treatment and staff obtain and act in accordance with their consent and respect their wishes even when care and/or treatment is refused explaining the risks and benefit and alternative options. To ensure effective, safe and appropriate, personalised care, treatment and support through coordinated assessment, planning and delivery. To ensure the people who use the service are involved in the care planning and their wishes respected and their individual needs met. To review the care planning with the service users and those acting on their behalf to ensure quality standards are met and that the people who use the service are satisfied with the standards of care they receive. The service users are confident in the care and treatment they receive as the service act in their best interest in cooperation and in consultation with other health and social care services. To provide choice of food and drink for people who use the service to meet their diverse, personal, cultural and religious needs and preferences, making sure that the food and drink provided is nutritionally balanced, in sufficient quantities to meet their needs and sustain their health. To ensure that the service users are enabled to make choices about the food and drink they have, the time and the place. Staff to ensure that any specific needs and risks such as malnutrition, allergies, diabetes, swallowing difficulties are identified on admission and expert consultation is sought if necessary. To ensure that the service users are safeguarded against the risk of any form of abuse and neglect and their human rights are respected. The service users are confident that the service does not tolerate abuse and feel free to raise and report any concerns. To ensure that staff have training and understand the signs of abuse and raise this with the right person if necessary. Service users are confident that the service has in place and staff follow safety policies and procedures in terms of infection control, medication administration and risks are managed and that the environment they live in and equipment are clean, safe, secure and well maintained. To ensure that the service users are safeguarded against the risk of any form of abuse and neglect and their human rights are respected. The service users are confident that the service does not tolerate abuse and feel free to raise and report any concerns. To ensure that staff have training and understand the signs of abuse and raise this with the right person if necessary. Service users are confident that the service has in place and staff follow safety policies and procedures in terms of infection control, medication administration and risks are managed and that the environment they live in and equipment are clean, safe, secure and well maintained. To ensure that care, treatment and support are provided by staff with the right qualifications, skills, knowledge and experience. People using the service are confident that staff are only employed if satisfactory CRB and ISA Adult First have been obtained, and their qualifications and experience verified and robust recruitment procedures are followed. People using the service are confident that the right staff, the right number of staff with the right training and supervision will deliver their care and treatment with respect and dignity. Management to ensure that staff are supported to acquire new skills and knowledge relevant to their work. To ensure that people who use the service and those acting on their behalf are confident that their comments and complaints are listened to and acted upon effectively without any risks that they will be discriminated against for making the complaint. The service users are confident because they know that the service have a system in place for comments and complaints and that they are provided with information about that system. To ensure that the service users and those acting on their behalf are confident that the service have an efficient management in place, that lead and monitor the quality of service effectively, identify and manage risks and improves the quality of service and outcomes for service users by gathering information from a variety of sources such as feedback from the service users and their families, residents meetings, comments and complaints, professionals, observations, latest best knowledge and practice, etc.

Locations As listed on your certificate of registration. Please repeat the section below for each location for this regulated activity

Here at Bendigo Nursing Home we make sure that everyone who is choosing a home, either for themselves or a loved one, has the information and confidence they need to make a good decision and more importantly, the right decision for YOU. We know that, for many people, the need to find a nursing home can come at a distressing time, with decisions taken in challenging circumstances. That is why we encourage YOU and loved ones involved to visit our home and other homes to ensure you make an informed decision. During your visit we will show you the home and answer all your questions to put your mind at rest.

Once you have reached a decision that you wish to reside at our nursing home you need to: a) Call us and inform us of your decision if you will be paying for your care. b) Call your Local Authority (Social Services) if they are going to fund your care. c) If you do not know how your care will be funded, then you need to call the Local Authority and request a financial assessment. The telephone number for East Sussex County Council, Adult Social Care is: 01323 747 333 Once you have informed us of your decision, one of our qualified nurses (RN), will visit you either in your home or at a hospital and undertake an in-depth assessment of your needs, risks, wishes and preferences. The RN will record the assessment in detail. The RN will then discuss the outcome of the assessment with the manager to determine if the home and the care provided will be sufficient and appropriate to meet your needs and preferences. The RN will then: a) inform you of the decision if you will be funding your care or, b) inform the Local Authority if your care will be funded by them. If you wish you or family may bring your belongings and items prior to your admission. The items or furniture should not be very large in size as they may congest the room and obstruct safe movement.

Once you have settled into your new home, you can choose two key workers, one will be a registered general nurse (RGN) and another one a health care assistant (HCA). Your two key workers will spend time with you discussing your needs and preferences. They will also undertake a more detailed needs and risk assessment. They will advise you what is best for you and how they propose your needs to be met. They will listen to you and Devise your person-centred care plan that is appropriate and positively balanced in meeting your needs, and respecting your wishes

Yes. You will be involved in every decision-making process regarding your care, treatment and support. Nothing will be done without your consent. Staff will ask you what your wishes are about things such as:  Where and how you would like to spend your day  If you like to participate in the church service we have at the home once a month  What you would like to eat  What you would like to wear  If you like to go to the theatre  If you wish to have flue jap  If you wish to see your GP, etc.

If for any reason such as Dementia, you are unable to communicate your wishes then: We will listen to your close family and friends who have known for long time and know your preferences If you do not have family and / or friends then we will endeavour to arrange an advocate for you. An advocate is an independent person who will act on your behalf and ensure that your best interests and rights are respected Best interest decisions will be made on your behalf involving family, friends, advocate and professionals We will apply to the Local Authorities for authorisation of Deprivation of Liberty Safeguards (DoLS), to ensure that your freedom and rights are not unnecessarily restricted.

Yes. We comply with Data Protection Act. We keep records and information in the strictest confidence. However, sometimes in case of emergency we must share relevant vital information with other professionals such as emergency services, paramedics, GP, etc. to ensure that you receive timely and appropriate treatment, and hence We ask for your written consent to share relevant information with other professionals involved in your care, treatment and support such as a social worker. Refer to Privacy Notice

Yes. The home has open visiting hours. We would advise that your family and friends do not come when you may be sleeping. For example, if you like to sleep till late in the morning or go to bed early in the evening, your loved ones should avoid visiting during these times.

The home has a varied activities programme which changes monthly depending on the residents’ preferences. Some of the activities included in the home are: Residents’ meeting where the people who live in the home express their wishes, concerns, issues and preferences regarding activities, the running of the home, the staff and anything they may wish to discuss Church Service by visiting volunteers Activities that promote mental and physical stimulation such as words, pictures and history quizzes, light exercises and yoga for both people who may have and for those who do not have mobility difficulties. Going out shopping, theatre, for tea and scones and anything else that the residents may wish to do Bingo Visiting musicians who play musical instruments and sing popular songs including sing-a-long. The home has a hairdressing and beauty salon. The residents are able to book a hairdresser appointment in advance for Tuesdays and experience a real hairdo day. The chiropodist visits every 6 weeks All our residents, male and female, have their manicure regularly maintained and are able to choose from a wide variety of nail polish colours We also have art and origami classes Ten Pin bowling where even people with mobility difficulties can participate Our residents decide which activities they wish to participate in and inform the staff to assist them for group activities One to one activities are undertaken for people who do not wish to participate in group activities such as reminiscence We also have special Birthday, Christmas and Easter celebrations.

When you bring food and / or drink to the home for your loved one, you must ensure that you: Inform the nurse in charge who will assess how the food should be stored safely (for example if the food requires to be kept in a fridge). And take appropriate action. This is to ensure that the residents are at no risk of harm by eating out of date or inappropriately stored food Please, do not just leave any food in the resident’s room without informing anybody

When you bring belongings / clothes for your loved one you must: Give them to the nurse in charge or our admin assistant who will ensure that they are labelled with the resident’s name to avoid misplacement in another resident’s wardrobe. Additionally, our admin staff will take photographs of the belongings / clothes to avoid any misunderstanding and record them in the resident’s care plan Alternatively, you may label the belongings / clothes prior to bringing them to the home Please do not just leave any belongings / clothes in the resident’s room without informing anybody

We know that pets are often treated as a member of the family and separation from the loved pet may cause a feeling of loss and grief. That may affect a person’s mental and physical well-being. Request by people to move in the home with their pet will be considered by the manager individually subject to suitability and risk assessment. The manager of the home is solely responsible for the decision to admit a pet into the home and the decision is final. Should a person is admitted in the home with their pet, certain conditions apply, including but not exclusively: The owner must provide prior to admission an evidence (letter, passport or certified record) from a qualified vet that the pet is in good health and has all necessary vaccinations The owner is responsible for the health, safety, welfare, feeding, grooming and if necessary exercising of their pet The owner is liable for any veterinary expenses and necessary vaccines The cost for damages caused by the pet, including soiling, will be recovered from the owner. The manager reserves the right to re-assess the situation at a later date and if necessary request the removal of the pet

The home has an extensive and varied menu for five weeks. All meals are well balanced and home cooked by our in-house chef The menu caters for various diets and preferences and includes traditional English as well as Mediterranean cousins The menu has photographs the meals served to enable people with short term memory loss to make a choice with ease. Meals and snacks are available 24 hours. A glass of wine or sherry is available for people with their meals Residents’ choice of meal is recorded prior to meal times and given to the chef

The home has No Smoking policies. We are aware how difficult is to give up a life-long addiction, and hence there are designated smoking areas. People who wish to smoke have a risk assessment and if necessary are supervised by staff who are smokers and undertake the task voluntary. We offer dedicated smoking spaces for staff and visitors, and if a resident is an active smoker and wishes to smoke inside their room, they can be supervised by staff.

The last inspection report states that the home is safe and more specifically in respect of: Safeguarding people from all forms of abuse and discrimination Staff recruitment, staffing levels and whistleblowing Risk assessment and safety (health and safety; fire safety) Safe premises and equipment Management of accidents and incidents Infection prevention and control Management of medicines The manager undertakes an annual audit of all aspects of the service