Here at Aveley Lodge, we completely understand the difficulty and the many decisions it takes when deciding whether it is the right time for yourself or a loved one to move into a care setting. You will undoubtedly have many questions, so to make things just that little bit easier, we have compiled a list of our frequently asked questions. Of course, we cannot cover everything, so if there’s something you need help with, please do not hesitate to contact us and one of our helpful members of the care team will only be too happy to answer any further questions you may have.

Can I visit to find out more about Aveley Lodge?

Absolutely! We offer internal tours of our home and its facilities. To book a 30-minute tour, please contact 01206 729304 choosing option 3 or email registeredmanager@parmentercare.co.uk. Tour slots are available seven days a week between 10am and 3pm. Each 30-minute tour will be with either a member of management (if available) or a senior member of care staff, who will be able to answer any questions about life here at Aveley Lodge. We ask you to explore our Website and Facebook pages as well and to contact the Registered Care Home Manger if you have any further questions.

Will I or my relative be here for good, even if my/their needs change?

Every individual is regularly assessed depending on their needs. This will include involvement from GPs, health professionals and their family. If their needs change or our care home is no longer able to meet their needs, it may be that a different category of Care is required. But we will work with you every step of the way and make any decision together.

Can I try a short stay/trial period at Aveley lodge before I decide on long term care accommodation?

We fully understand how difficult it can be to take the decision to move into care on a permanent basis. Especially if this requires you to give up your own home. We can plan an appropriate time for you to stay, based on the availability of a vacant room you are interested in, usually for a four-week trial period. This will be charged at our current care rate and provides you with an ideal opportunity to see what it is like to live at Aveley Lodge.

Do I need to pay a deposit?

We ask for a deposit to secure the room, this is then deducted from your first months care fees. However, we do not ask you to pay an administration charge. We try to ensure our weekly fee and the amount you pay or contribute to your weekly fee is easy to understand. Please email the Finance Manager Mrs Deborah Parmenter-King on finance@parmentercare.co.uk if you would like to discuss this in more detail.

How much does it cost to stay at Aveley Lodge?

Here at Aveley Lodge Care Home, we accept individuals who pay for the full cost of their stay themselves, or who receive assistance with funding from a public body such as their Local Authority or the Health Trust, with a top up to meet our care fees in total. The final monthly price is dependent upon an individual’s requirements and needs as identified during the care needs assessment, undertaken prior to moving into Aveley Lodge, plus the type of room chosen / available. This will be discussed and agreed with the individual and/or their relatives prior to moving into the home, as will arrangements for paying the weekly fee.

Please contact the Registered Care Home Manager (RCHM) Stephanie Philbrick, on 01206 729304 choosing option 3 or email registeredmanager@parmentercare.co.uk to discuss your care needs and to gain a better understanding of your specific costs.

What is included in the weekly fee?

The weekly fee includes the care and support services that reflect your own personal needs and wants including chiropody services, hair dressing (certain room grades only), activities, your private furnished room, all meals, drinks and snacks, laundry services including ironing (but excluding dry cleaning), domestic cleaning services, and all utilities. If you would like a personal telephone in your room this can be arranged for a small extra charge, call within the UK are free but charges are made for international and premium rate telephone calls. Wi-Fi is included in the weekly fee on certain room grades. Please also look at our Room Availability page for certain room features as well.

What is not included in the weekly fee?

Several extra treats and services that are not covered by the weekly fee. These include professional hairdressing (on certain room grades), magazines and newspapers for personal reading, personal purchases such as stationery, confectionery, alcoholic beverages, particular snacks; toiletries; clothing, shoes and slippers; dry cleaning and the installation of private telephone line, internet or cable TV connections.

In the absence of free provision by the NHS, the following may also be provided but shall be charged in addition to the weekly fee: dentistry, opticians, occupational therapy, physiotherapy, other privately arranged healthcare and being accompanied to any planned medical appointments. The RCHM will notify you if charges do not apply for any reason.

How do I pay me weekly fee?

If you are paying for your own care, you’ll need to pay the care fees by Standing Order by the 10^th of the month. Upon moving in, you will receive an email from the Finance Manager Deborah Parmenter-King welcoming you to Aveley Lodge and explaining our billing process, along with you first invoice. Care fees are billed at the beginning of each month and are payable in advance. The same applies to any applicable top-ups. If your care is publicly funded, and if we are collecting the resident’s contribution, this should also be paid by Standing Order and again, this will be collected at the beginning of each month.

Will my weekly fee change during the course of my stay?

If you are a private payer or have a top-up fee, your weekly fee will increase according to our Terms and Conditions, which our Finance Manager Mrs D. Parmenter-King can provide or discuss with you. If you are publicly-funded your weekly fee may also increase on an annual basis and the relevant commissioner will advise you of the rate that will apply plus any impact this has upon the contribution you pay towards the cost of your care.

Regardless of your funding (private or public), there may be an additional increase or decrease to your weekly fee over time to reflect changes to your care needs, funding and eligibility for financial assistance from the Local Authority or the Health Trust. For publicly funded residents, the relevant commissioner will advise you of any impact this has upon the contribution you pay towards the cost of your care. Private payers can also ask their commissioner to confirm if these changes enable them to access financial assistance from the Local Authority or Health Trust.

What happens if my circumstances change & my funding is affected?

If there is a change of circumstances and you are not able to pay the weekly fee and you need financial assistance from the Local Authority or Health Trust, it is your responsibility to apply for public sector funding in good time to make the necessary arrangements.

If you are applying for public sector funding, you will continue to be responsible for paying our fees in full until your application has been completed and that funding has been agreed and commenced by the relevant body.

If your savings increase, the public-sector commissioner change their threshold or your care needs decrease over time, you may no longer be eligible to receive funding from the public sector, at which point you will become responsible for the payment of your care and accommodation.

Our RCHM can help you to request the necessary information from the commissioner and we recommend all our residents obtain independent, professional advice.

Do you accept couples?

Yes, we welcome couples. Where possible we will offer you rooms next door or close by to each other.

Will there be nurses on duty?

No. We are a residential care home, which means we do not employ nurses. However, we can accommodate for a wide range of complex needs and disabilities, and we do have access to G.P. Nurse Practitioners, District Nursing services and Single Point Community Care Team as required.

What steps do you take to settle a new resident in?

Our aim is to create a ‘home from home’ for all our residents and so our care team will work closely with you and your loved one to fully understand their complete wants and holistic needs. This includes devising an appropriate care plan to meet physical and health-related needs, through to understanding personal dietary requirements, likes, dislikes, hobbies and interests. We also encourage residents to personalise their own space with furnishings, possessions and keepsakes that are important to them.

Am I able to have a telephone in my bedroom?

Yes, all our rooms are equipped with a telephone point, which means all you need to do is let us know if you would like a telephone in your room so that we can inform our IT support company to arrange.

What are the main things I need to bring with me when I come to stay?

Any current medication in their original boxes, your personal choice of toiletries, your clothes (labelled with your name) and any other personal possessions you wish to bring. These items are all you are required to bring with you. You are not required to bring bed linen or towels as we provide these, however if you do wish to bring your own, you are more than welcome to if they are clearly labelled with your name.

May I bring my own furniture and valuables and what about insurance?

Yes, we actively encourage you to furnish your room/s as you wish, subject to any safety requirements such as P.A.T testing and fire safety regulations. We supply all large items of furniture such as wardrobes, beds and chest of drawers and are happy for you to bring your own favourite items. For safety, we recommend that valuables are looked after by your family, solicitor or bank. If you do bring them into the home, we advise you to inform us immediately so that photo documentation can be undertaken

We encourage you to take out personal insurance as we are unable to take responsibility for items valued over £50. We encourage residents to keep money in a bank or building society account rather than in the home however, we do provide secure facilities for “pocket money”.  We recommend that you do not keep anything of significant financial value (or significant sentimental value) in your room and that you arrange your own insurance cover. If you are unsure whether to bring particular items with you to the home, then please speak with the RCHM, who will be able to confirm the security arrangements at the home and the steps both you and we can take to keep your possessions safe.

What about my laundry?

We have an on-site laundry room, and our staff will do your laundry for you. We ask you to label all your clothes including underwear, clearly to ensure they are returned to you on a daily basis. We also suggest you do not bring delicate clothing or articles that need dry cleaning as we do not have the facilities to deal with these.

May I smoke?

Yes, but not inside any part of the care home itself or any of the private bedrooms, which are all designated as ‘non-smoking’ areas. In order to comply with the relevant fire and safety legislation, we ask that residents and visitors alike smoke only in the designated smoking area outside. Our staff will be happy to show you where this is located.

Can I bring my pet with me?

We are a pet-friendly home so clean and well-behaved pets such as dogs are allowed to visit as long as a copy of the dog owners Public Liability Insurance is provided to us prior to the first visit. Dogs must also be kept on a lead and never left unattended during the course of their visit. They are not allowed to stay permanently either as this would have an impact on our staff’s time and on the hygiene of the home as well as others living within the care home.

Do you celebrate birthdays and anniversaries?

Of course! We love to celebrate happy occasions and so birthdays, and other celebrations do not go unnoticed at Aveley Lodge. We are happy to work with residents and their family members to organise events or parties to celebrate in style. Please contact the Registered Care Home Manager to discuss your ideas.

Are there set visiting hours?

No. Aveley Lodge welcomes visitors at any time of the day without the need to book an appointment. We want all our residents to be able to see their family and friends at their convenience not ours but if you plan to visit or receive visitors after 9pm at night, we politely ask that you notify a member of staff so that we are aware. Aveley Lodge regularly host events which guests are welcome to attend as well. Of course, the comfort of all our residents is paramount and we ask visitors to respect that too. We also politely ask that if you feel unwell on the day of your visit, that you do not attend the care home until you feel better. We do also reserve the right to reverse any changes to our visiting times at any time, for example in the event of another pandemic or outbreak, to ensure that the people both living and working within Aveley Lodge are always kept as safe as possible.

Can I continue with hobbies and activities that I already enjoy when I move into Aveley Lodge?

Yes of course! We have two Activities Co-ordinators whose main role are to organise daily activities within the home and the local community. When you come to live with us, we will spend time getting to know how you would like us to help you continue your current lifestyle and to live the life you want.

What happens if I go into hospital?

We will keep your room for you and ensure all personal items are kept secure. Fees will be payable as per the accommodation contract.

Can we take our relative out for the day / weekend?

Absolutely. Although we have an excellent activity schedule, we’re always looking to get our residents out and about. We always actively encourage friends and relatives to get involved too, so if they’d like to make their own plans, we’d always welcome and support them.

Are residents’ rooms cleaned every day?

Yes, they are, as well as all communal areas within the home.

Can I leave the home if I decide it is not for me?

Yes however 4 weeks written notice is required after the initial four-week trial period.

What is your complaints policy?

Even though we work very hard to stop things going wrong, we recognise that they sometimes do. When this happens, we would like to know so that we can try to put things right and stop the same thing happening again to you, or to someone else.

If something is worrying you about the care and/or treatment you or your loved one are currently receiving, please tell a member of our staff as soon as possible, preferably at the time. If you are not satisfied with the response, please ask to speak to a senior member of staff or our Registered Care Home Manager (RCHM) Stephanie Philbrick, on 01206 729304 choosing option 3 or email registeredmanager@parmentercare.co.uk who will do their best to resolve your concerns and agree with you what should be done. If you remain unhappy and/or feel unable to approach our staff, please contact the Care Quality Commission (CQC) on 03000 616161 or enquiries@cqc.org.uk

If we are unable to resolve your concerns, you can make a formal complaint to our RCHM either in person, by telephone, by email, or in writing, clearly stating the specific issues you wish to complain about. We aim to acknowledge your complaint within three working days. Please be assured that any complaint you make, written or verbal, will be treated in strict confidence. Please ask for a copy of our Company’s Complaints Policy if you require any further information.

How do I get a place at Aveley Lodge?

If you haven’t already done so, we encourage you to pre-book a tour of our home as well as visiting our Website and Facebook pages to see what we have to offer. Please also feel free to contact our care team and Registered Care Home Manger on 01206 729304 or email registeredmanager@parmentercare.co.uk if you have any questions regarding the Home or the room you are interested in.

If you have already visited and would like to stay with us, then please call us on 01206 729304 option 3 to speak to the Registered Care Home Manager to find out if a room is available. If we have no room available, we will ask you for some basic details to keep you on our waiting list. When a room becomes available, we will contact all interested parties on our waiting list and where interest is shown on a first come first served basis, a retainer fee is to be paid to hold the room for you. A detailed assessment will then need to be carried out on the individual/s wishing to stay with us prior to the main contract being signed to ensure Aveley Lodge’s suitability for both parties.