The care is needs led, as set out in a patient’s Care Plan. Each resident's Care Plan is managed by a dedicated "Key Worker" and regularly reviewed (at least once a month) and discussed with resident's and relatives as appropriate.

Admission to the home is following an individual assessment of the prospective resident's needs and following discussions with the medical professionals currently caring for them, at which point the Care Plan is drawn up and agreed. In exceptional circumstances (emergency admission or transfer from a distant home) admission will be provisional and a personal assessment completed and Care Plan agreed as soon as is practicable thereafter.

The Care Plan reflects not only the medical and social needs and outcomes for an individual resident but also embodies our philosophy of respecting resident's’ individuality. That our homes have a reputation for a homely environment with a high regard for quality of life is testimony to our ability to achieve this aim.

We operate as openly as possible - our resident's care plans are maintained in collaboration with them and their representatives and these, together with all other records held in secure storage within the home, are available to them and their representatives, as are all our policies and procedures.

We take all aspects of the well-being of our residents seriously and have a rigorous complaints procedure. It is a policy that care staff will log complaints communicated to them by resident's on their behalf even if the resident is unwilling to press the matter themselves. A copy of the complaints procedure is available. Any complaints which are felt not to have been adequately dealt with may be referred to the Local Goverment Ombudsman (for both social services and privately funded clients) or ot the Health Service Ombudsman for NHS funded clients.