The following information is for the health and safety of customers
and visitors to the home and it is important that you are aware of our
safety requirements and abide by them at all times.
Visitors book
Would all visitors please sign and date the visitors’ book on arrival
and departure for your own safety, in the event of a fire we will be
aware of who is in the home.
In the event of a fire.
If you hear the fire bells [a shrill, loud continuous ring] then please
stay where you are and a member of staff or the fire brigade will come
and lead you to safety.
If you discover a fire, please break the nearest fire call bell panel to
sound the alarms. Every room and corridor is fitted with sensitive heat
and / or smoke detectors and will raise the alarm very quickly.
The assembly point in the event of a fire is by the staff room at the
bottom of the main staircase. All customers and visitors to the home
will be moved away from the fire beyond fire doors.
We advise new customers and visitors to the home to familiarise
themselves with escape routes and alarm points during the earlier part
of their stay. Members of staff will be pleased to answer any questions
you may have regarding evacuation procedures.
Smoking is not encouraged on the grounds of health and in view of the
fire hazard. If you do smoke arrangements can be made for you to do so
safely. Smoking is not permitted in bedrooms under any circumstances.
Conduct in the Home
It is hoped that all visitors to the home will be respectful towards the
staff, service users and other visitors. To always act in an appropriate
manner so as not to put the health and safety of themselves or anyone
else in the home in jeopardy.
Policies and Procedures
The home has many policies and procedures in place to protect the health
and safety of all customers, visitors and staff. Should you wish to read
any of these please see the manager who will make them available to you.
Service Users Friend
In the event that you feel we have not maintained our aims and objectives we have a complaints procedure for you to follow. Rest assured that any complaint will not affect your care.
We aim to satisfy all complaints internally, so please help us to do so by following the steps below.
See the nurse in charge and tell them what you are not happy with. If it is a minor problem they will deal with it immediately and make a record of the complaint and the action taken.
If the problem is of a more serious nature and the nurse cannot deal with it, they will make an appointment for you to see the manager.
The manager will listen to your complaint and assist you if needed to complete any necessary paperwork. Possible solutions and desirable outcomes may be discussed with you.
The manager will undertake any investigations required and put in place any action needed to reach a satisfactory conclusion.
Upon receiving a written complaint we will inform you of our findings and action within 28 days.
All formal complaints will be thoroughly and fairly investigated with all relevant and available information taken into account.
If you remain dissatisfied you may contact the proprietor Mrs. A. Maggs, whose telephone number is available from the manager, who will endeavour to help you further.
Failing the above and you are still not happy you may contact:
The Commission for Social Care Inspection
St. Austell Office
John Keay House
Tregonnissy Road
St. Austell
PL25 4AD.
www.csci.org.uk
We hope this brochure has been of assistance to you in choosing your new home. We would welcome any comments or suggestions you have regarding this brochure or any other matters connecting to the home. Customer care and satisfaction is always at the forefront of our work and forming a partnership between yourselves and us is a major part of ensuring this occurs.
Tracey Brooking RGN
Registered Manager.
Service Users Friend
