Frequently Questions asked by People and their Families

Q Is there a top up payment to pay?
There is a third-party top-up fee which will be discussed with you by the manager. This fee can be negotiated based on need.

Q Are pets allowed to come into the home?
A We would discuss this with you as it would depend on the level of care needed for the pet. Family who are visiting can bring friendly and obedient dogs into the home.

Q Can I stay with the same GP?
A When you move in, we register you with a surgery that is within our catchment area. At Bay Tree we use five different surgeries and we mainly register with the nearest surgery which is Beechley Medical Practice. Once this happens, all of your medical history is transferred from your current GP. Senior care staff arrange for any home visits that are needed for your health and wellbeing so you don’t have to worry about anything. From there, staff will monitor both your physical and mental health to ensure you receive any medical treatment necessary.

Q What happens to my medication?
A You can choose to continue to self-medicate or your medication can be administered by our qualified staff as prescribed by the doctor which is then recorded on a medication record sheet. We will take over the hassle of repeat prescriptions as your medication will come over to our re-ordering system.

Q Can I stay in my room for my meals?
A Yes, the care and support you receive is in your control. Staff always offer assistance to enable you to dine with other people. We want you to feel free to live your life the way you want to whilst living in our home.

Q How do I get my hair done?
A We have a hairdresser who visits once a week and you can use them as often as you would like to. The hairdresser is self-employed so we pay them and then invoice you directly. 

Q Are toiletries included in the fees?
A No, but if you need toiletries we carry plenty of stock and will be happy to help. All toiletries will be invoiced separately to you.

Q What if I have valuables or cash? Where can this be held?
A We have a safe in the home that can hold valuables and money. There is only one person who has access to the safe. Any items brought in that you want to go in the safe (including cash) will be receipted. Our Administrator or Finance Manager will deal with this and you can request your money or valuable items at any time.

Q What if I need help to go to the toilet?
A There are remote/portable call bells in every room and in all communal rooms and bathrooms so you can summon help at any time. Wellbeing checks are made by staff during the day and night to check on how you are.

Q What if I need to go to hospital for an appointment?
A We will always ask a family member to support you with this but, if this is not possible, we can provide an escort (carer) to help you attend. This would be charged at an hourly rate and invoiced to your account. 

Q I am a vegetarian so is there a choice of meals without meat?
A Yes, we have a four-week menu that incorporates plenty of fresh vegetables on a daily basis. The menus offer a wide choice for breakfast, two choices at lunch and teatime meals. Staff also make you aware of what is on the menus each day so you can make an informed choice daily.

Q I am not good at mixing with other people. Can I go somewhere where it is not so crowded?
A We have a lovely lounge and a peaceful library that is less busy during the daytime where you can relax.

Q I have hearing problems and my hearing aids don’t always work which I find difficult. 
A We can refer you to the GP to have an audiology appointment. Care staff can also help with fitting new batteries to hearing aids.

Q Can I have visitors and when?
A We are open 7 days a week and visitors are always welcome, even at meal times.

Q Can I have a phone in my room?
A Unfortunately we do not provide a landline to the rooms. However, your friends and family are most welcome to ring the home and we can bring a mobile handset to you.

Q I see a district nurse twice a week at home, what will happen with that?
A We have district nurse input 7 days a week and, once you move into the home, your details will be shared with the central district nurses’ team. They will start to visit you here at the home.

Q I have always been independent and I am fearful of moving into a home and not having a choice. 
Will that happen?
A In our homes, you will always be in control of how you live your life and what level of care and support you would like. We always encourage our residents to maintain as much independence as possible. A care and support plan will be written based on your assessed needs and will detail how you would like those needs to be met and when. Once the care plan is written you will be given it to read and sign if you are happy with it.  

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