Help and advice

We know from extensive experience of talking with many potential residents and their families over the years that it’s not easy to navigate the complex landscape of seeking the right care for yourself or a loved one – and then working out how to pay for it.

Being able to access clear, easy-to-understand and reliable information and guidance to empower you to make these all-important choices about the future is therefore absolutely essential.

Our homes’ websites contain information on our homes and the type of care and accommodation offered. You’ll find out what it’s like to be a resident at our homes and there will be comments from the residents themselves, their families and staff. You can also take a guided tour of the homes – virtually – so you can find out a bit more before you go and visit.

We also cover the tricky issue of finance, the various options available to all those seeking care, as well as answers to many questions we’ve been asked over the years. But if there’s a question we haven’t answered or you’d like to talk to us in person, please contact us on 01732 927454 or alternatively, you can email us via ChooseUs@canfordhealthcare.co.uk.

We regularly work with a number of different organisations, such as the NHS, Care Quality Commission, Care England, local authorities, charities and others. They are also good sources of help and information and you can access their details here.

Frequently asked questions

Can I personalise my own room?

We encourage our residents to bring personal items with them, including certain items of furniture, to help their room feel like home. Furniture has to meet fire and health and safety regulations, so we ask you to discuss this with the home manager before moving in.

What is a personal care plan and how ‘personal’ is it?

It is completely individual, and covers your physical, mental and emotional needs – every aspect of your life from personal care to activities. We begin to develop it before you move in, and it is updated monthly. We use an electronic care plan which records in real time, making vital information instantly accessible and giving the care and nursing teams more time to spend with you.

Is there a choice of food?

The daily menu is available in advance for you to choose from. If you do not like anything on the menu on a particular day, we can prepare something else. We cater for food allergies (gluten, dairy, nuts etc), and also for a range of diets relating to any medical conditions that our residents may have (e.g. needing a puréed diet). If we know what you need, we will cater for it.

Do health professionals like dentists, opticians, chiropodists and physiotherapists visit regularly?

Our residents, especially those who are cared for in bed, can receive visits from a range of professionals. You are also welcome to make private arrangements for treatment by certain professionals, such as dentists and physiotherapists, at the home.

Can I come for a short stay to see if I like it here?

If a suitable room is available, you can come and stay with us for a minimum of two weeks as a short-term resident. The maximum period you can spend as a short-term resident is usually four weeks and maybe six, depending on circumstances, or extended at the manager’s discretion. Many of our residents have liked it so much that they have decided to stay permanently! If you’d like to know more, contact your home of choice.

How often will my family and friends be able to visit?

As often as you like! There are no restrictions on visiting times, but please bear in mind that some times of day are better for you than others. They are welcome to join us for lunch or dinner, and it helps if they let us know first.

How will I know whether you offer the right level of care for me?

You will have a pre-admission assessment conducted by our home manager (or another member of the senior home team) so that we fully understand your situation and needs. This will include talking to you and your family members as well as looking at your local authority’s care needs assessment, if you have one. This information will be added to your care plan which will be updated monthly. We will only offer you a home if we know we can meet your care needs.

I have always been active, I am worried that I might get bored. What is there for me to do?

Activities are a key part of your personal care plan, and our wellbeing team will work with you on a 1:1 basis to find out what you are interested in, as well as organising a busy timetable of group activities and entertainment. We will also help you to get as much physical exercise as you can handle, depending on what you enjoy doing.

I’m quite well at the moment, but just don’t want to live alone. Will you be able to look after me if I start needing more care?

Our home offers nursing care and is staffed by qualified and experienced nurses. Before you move in we will carry out a pre-admission assessment so that we fully understand your situation and care needs. We will always do our best to accommodate changing needs, but there may be some instances where we cannot meet your requirements at our home. This is extremely rare but if it occurs we will, of course, do our utmost to help you find an alternative home.

What kind of training do your staff have?

All of our committed and skilled staff receive regular training to ensure they are upto-date, and our homes have in-house training managers. Training ranges from statutory requirements to specialist training for dementia or end of life care. Our nursing teams are staffed by qualified nurses, and our care teams are encouraged to study for further qualifications.

Is it OK for my family to take me out for the day?

If you are able to get out and about, and want to go, then of course! It is helpful if they let the home manager know in advance, so we can help make sure you are ready.

How do I pay for the fees?

Fees are payable monthly by standing order or direct debit. For more information about fees and finance please click here.

Is there are hairdresser and/or beautician on site?

All of our homes have hairdressers and beauticians who visit, and some have purpose-built salons within the home. Appointments are charged at cost, and are not included in your fees.

I hate being rushed in the mornings, and like to eat my breakfast on my own. Will I have to go to a dining room?

We will find out how you prefer your morning routine, and will bring your breakfast to you in your room if you prefer. You will be welcome to join us in the dining room any time if you change your mind!

My relative’s dementia is quite advanced and they don’t really know what they’re doing. What happens with the contract?

If they are unable to sign themselves, you, or another relative can sign the contract on their behalf to accept the Terms and Conditions and responsibility for making sure the fees are paid.

Is the home fully safe and secure? Will someone look after my relative if they get confused and try to leave?

The safety and security of our residents, especially those living with dementia, is a top priority. Our home’s security measures are designed to ensure everyone’s safety. The floors where our residents with dementia live have additional keypad access in and out. It is quite common for people experiencing dementia to be restless, especially at night. Our specially trained staff will walk with them, calm them, and see them safely back to bed when they are ready. Our garden is also fully enclosed and secure.

Can my relative continue to see their own doctor?

It depends. In some cases, if the home is in the same area as their current GP’s surgery, it may be possible. However, each of our homes has local GPs who visit regularly, and we generally recommend that our residents are registered with them.

Is there parking for visitors?

All our homes have some parking outside the home. Be aware that it is on a first come, first served basis and may be full at busy times.

What does the 12 week disregard mean?

If you are intending to pay for your care home fees by selling your house, the local authority must disregard the value of your property for the first 12 weeks of your permanent move to the care home. Once the property sells, the local authority will then take back the care home fees that they have paid using the proceeds of sale. There is usually interest charged on this type of agreement. You can find some useful information, regarding the 12-week disregard on the links below: https://housingcare.org/downloads/kbase/3091.pdf https://www.ageuk.org.uk/globalassets/age-uk/documents/factsheets/fs38_property_and_paying_for_residential_care_fcs.pdf  

Financing your care

Relatives Gateway

Useful contacts

Supporting our families

Planning a funeral

Making important decisions

Making a will

Listening to you

FAQs

Glossary

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