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 Core Values of Care |
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The Grove team of carers strive to preserve the dignity, individuality and privacy of all
residents, within a warm and caring atmosphere. Only by being sensitive to the needs of each
and every resident, will The Grove continue to provide the high standard care it is renowned
for.
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Residents individual needs and personal development are managed through
their care plan. The plan details not just the medical care and attention the
resident requires but details the therapeutic needs of the resident. These can be
cultural, psychological, spiritual, emotional or social. In addition,
the plan will set out a programme of activities designed
to encourage mental alertness, self esteem and social interaction.
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| Contact With Family and Friends |
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Resident's family and friends are encouraged to visit the resident regularly or
maintain contact by letter or telephone when visiting is not possible.
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Visitors are always warmly welcomed at The Grove. We do ask that visits are
restricted to reasonable times of the day and, where possible, avoid busy breakfast,
lunch and dinner times. For security and fire safety reasons we ask all visitors
to inform the senior carer on duty of their arrival and sign our visitors book.
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Residents have the right to refuse to see any visitor, and our carers respect
and up-hold this right. If this situation arises, the visitors will be informed
of the residents wishes.
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| Continuous Improvement |
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The Grove employs a policy of continuous improvement. There are a number of systems
in place to monitor our services and procedures. Attention to the smallest detail
is pivotal to everything we do.
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Key to our continued success at providing the highest possible quality of care to
our residents is feedback. We appreciate and rely on the comments and suggestions
from our residents, their family and friends and South Gloucestershire Social Services
department.
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| Complaints Procedure |
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The Grove takes complaints, no matter how minor, very seriously. The complaints process
is set out below:
Discuss the matter with the senior carer on duty. If the matter is unresolved, record the complaint in the complaints register. (Available from the senior carer on duty.) The Grove management team will then undertake a full investigation into the complaint, informing you of the progress/resolution.
If you are still not satisfied or feel that the complaint is of a serious nature, you should contact the registration officer
at South Gloucestershire Inspection Unit. Details of the registration authority are
displayed on The Grove's notice board, located in the entrance area.
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| Pets |
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While we understand that many people keep pets for company and are attached to them,
due to Heath and Safety reasons, it is not always possible to all allow new residents to
bring their pets with them. Our management team make every effort to accommodate pets and
will consider each request on a case by case basis, depending on the pet and the number of pets
we are currently looking after.
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| Smoking and Alcohol |
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The Grove has a designated smoking area. With regards alcohol, residents
normally make their own arrangements. However, in some cases, residents smoking
and drinking may need to be supervised.
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