Your Questions Answered

Q:  Will be able to make my own decisions?
A:  Your independence is important to us.  We see our role as helping you to keep your independence for as long as possible.  You will be involved in all decision making, together with your family if your wish.

Q:  Will be I able to have visitors when I want?
A:  Your flat will be your own home.  You can have visitors whenever you like and they are welcome to eat with you in the dining room.  For safety reason, we just ask that inform us if you have visitors on site.

Q:  Can I use my phone to keep in touch with my friends and family?
A:  We can do better than that.  You can have your own telephone in your flat and be responsible for your own bills.  Or, if you prefer you can use the payphone.

Q:  Can I keep the same doctor and district nurse I have had for years?
A:  We are happy for everyone to keep their own doctor.  But if this isn't possible we'll help you find another one to suit you.

Q:  Do I have to join in with trips and events?
A:  Not if you don't want to.  Don't forget, you will still be in charge of your life and make your own choices so it is entirely up to you.  Although we are sure you will have a lot of fun if you do decide to join in.

Q:  What about doing my laundry?
A:  All your laundry is done for you, although it is essential to nametag all your clothes.

Q:  What about my pension? Can I still look after my own finances?
A:  We'd prefer it if you did.  We can provide some support if you need it, but we would like you to go on handling your own finances as part of your continuing independence.

Q:  Will I still be in charge of my own medication?
A:  Again, we can give you help with that if you need it or you can take your medication yourself.

Q:  How do I make a complaint?
A:  If you have a problem we will always listen and take the complaint seriously, dealing with issues as quickly as possible.  You should speak to a senior member of staff and, if you are not satisfied then you should approach the Direct of Operations, Care and Support.

Q:  How do I pay my fees?
A:  Fees are normally due four weeks in advance.  The best method is to arrange a direct debit or standing order to have them paid direct - we can help you with this if you need it.

Q:  What is included in the fees?
A:  Your fees include:  cleaning - laundry - meals, snacks and drinks - central heating and water - care and support as agreed in your individual care plan.
Not included:  hairdressing - chiropody - newspaper - telephone - taxis