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Frequently Asked Questions

Do you provide nursing and/or dementia care?

We offer 24-hour residential care, but we do not currently provide nursing care. Griffiths House, a dedicated dementia home, accommodates up to eight residents with low to moderate needs and is located adjacent to Katherine House. However, if residents display problematic behaviours that represent a hazard or distress to other residents, the contract will need to be reviewed. We don't accept residents at end-of-life on admission, but we will care for our residents who reach end-of-life with other professional support, as agreed with the multidisciplinary team.

What is your current CQC inspection rating?

Katherine House and Griffiths House are both rated as 'Good'. Griffiths House registration now falls under the umbrella of Katherine house as one home.

What is the procedure for finding a placement?

At the enquiry stage, we will take your details and if we feel that we can meet your needs, we will invite you, where possible, to visit the home. If you are unable to visit us, we will assess you at home or in hospital (subject to location). The level of care each resident receives will depend on an assessment of their individual care needs.

How much are the fees?

Fees currently range from £1042-£1250 per week (2023) at Katherine House (depending on the size of the room) and £1350 per week (2023) at Griffiths House, payable monthly in advance. Initial fees are charged from the date of admission. Please note, quoted fees are indicative and for guidance only. Fees are subject to an individual care needs assessment and the room type chosen. Prospective privately funded residents are required to complete a financial assessment to demonstrate they are able to pay fees for a minimum of five years.

In what ways might fees change?

Fees may vary depending on the size of room. If a resident wishes to move to a larger or smaller room when one becomes available, the fees will reflect the current cost of that room. Any increase in fees due to increased care needs will be discussed with the resident and their representatives and residents will be given twenty eight days advanced written notice of any increase. In case of rapid, unforeseeable decline in health where a resident requires significant extra care at short notice, we will provide seven days' notice of the price increase. As the increase in cost could be substantial, we will offer the resident the opportunity to leave the home without penalty before the price increase occurs. In cases where not providing additional care immediately would be harmful, we will give immediate notice of the fee increase to the resident and their representative. For respite clients there should be no change to your fees unless, in the unlikely event following admission, we identify your current care needs have changed since we carried out our initial assessment. Should this be the case, our team will discuss this with you, involving others as you wish. Our team will work with you to develop a plan that will accommodate those changes. Our charges will reflect the care that you receive.

How many rooms are there in the home and how is it organised?

There are forty one residential rooms in Katherine House and eight in Griffiths House. Katherine House is arranged over two floors, with fourteen rooms on the ground floor and twenty seven on the first floor. There are three bathrooms and six additional toilets throughout the home. There is a lounge and office on both floors of the home and a library, kitchen and dining room on the ground floor. Although we don't have a designated room for residents' next of kin during end-of-life, family are welcome to stay overnight and use the facilities available during this period.

Do you accept people on Local Authority rates?

Local Authority rates are accepted when rooms are available. Six rooms are allocated for this purpose - five at Katherine House and one at Griffiths House.

What's included in the fees?

Fees include all care, accommodation costs, food and drink, laundry services, heating and lighting. Fee reviews take place annually with effect from January 1st and we inform residents of any upcoming increase in their fees at least twenty eight days before implementing the change. During this notice period, the price charged will remain at the previous rate unless accepted by the resident. During that period the resident is entitled to give notice to leave or to ask for an independent review of the price increase when the period of notice is suspended until the review is completed. The following are included in your monthly fee or fixed fee if respite: • A choice of meals, snacks and non-alcoholic drinks. We will also cater for special dietary requirements by arrangement with the Homes Management and Catering teams. • Full use of all the communal gardens, lounges, dining rooms, bathrooms and any other communal facilities. • The opportunity to join in with activities run by the home and use of recreational facilities. • The care team is on hand day and night to support you with washing, bathing, medication and other personal care as you require. • A complete laundry service, excluding dry cleaning. • Liaison with your GP, social worker, dentist, chiropodist and other health professionals. Let us know what clubs or groups you currently attend and we will make every effort to help you maintain these activities. We also have arrangements in place for you to go out on visits to local places of interest. For more information please discuss with a member of our Wellbeing Team.

What charges are there after death?

Following the death of a resident, a period of three days is charged. During this time, the resident's possessions need to be cleared by their representatives. If more time is required (up to a maximum of ten days) the representative will be charged at the current daily rate of their fees. If possessions have not been removed after ten days, the care home will arrange for the room to be cleared, contents stored and, if required, disposed of at the current market rate, which would be payable by the resident's representative.

What's not included in the fees?

Fees do not cover the cost of newspapers/delivery, hairdressing (starting at £11), chiropody (starting at £20), telephone calls (local rates apply), Sky TV (if in individual room as agreed by resident - rate dependent on package chosen) dry cleaning, toiletries, continence products and the purchase of personal effects. You may be eligible to receive free NHS services, for example sight tests, dental appointments, hearing assessments, physiotherapy etc., depending on whether you are entitled to free NHS provision.

What methods of payment are available?

Our preferred method of receiving payment is by monthly bank transfer (Standing Order). We will notify you of any changes in advance.

Do you provide respite care?

Yes, when available, and again subject to assessment of the individual concerned. Respite fees are paid per day for a minimum of seven days and a maximum of six weeks. All respite care fees need to be paid in advance. Respite periods of less than fourteen days are payable in full and are non-refundable. If you decide to prematurely end a respite period of more than fourteen days, you must give one weeks' notice in order to be eligible for a refund of the remaining amount paid. Unfortunately, we are unable to offer pre-bookable respite care.

Under what conditions might the contract end?

• The service is no longer able to provide appropriate care for the resident following a care needs assessment. If a resident requires bariatric equipment, we are currently unable to meet this need. If a resident needs physical support from two or more staff for all daily activities, requiring more than the expected care hours, we may not be able to meet this need which could lead to the contract ending. • The service and the resident or their representative cannot agree a price for the appropriate care where circumstances have changed on either side. • The resident has, and continues to, exhibit behaviour which is outside the rules of the care home, which protect the legitimate interests of the care home and its residents. This could be defined as abusing another resident or staff member, physical assault, threatening assault or abuse of staff, other residents or visitors. • The resident gives notice to leave. • When the care home terminates a contract, we are not able to recommend and are not responsible for finding an alternative placement. • If your needs change from residential to dementia care, Katherine House may not be able to meet this requirement which may lead to the contract ending. If your needs can be met at Griffiths House and there is a vacancy, a move may be possible but we cannot guarantee this will happen. This is subject to a care needs assessment. • The party ending the contract is required to give twenty eight days' notice. Where the contract for care is signed away from the Care Home there is a right under consumer law to cancel the contract within fourteen days of signature.

Do you provide rehabilitation services?

It is a requirement of the home that all residents are able to independently mobilise with an aid if needed on admission. If you require a physiotherapist, you are at liberty to engage a therapist of your own choice and you will be liable for your own costs. If you are eligible for rehabilitation through the NHS, or if it becomes necessary following a hospital visit, your GP will advise on this. We are able to support people to mobilise as part of the care that we provide. We also have regular informal exercise sessions involving light stretching including yoga classes, which are included in your weekly fee. We are unable to provide any professional rehabilitation service.

Will I be consulted about my care?

We actively encourage your input and, where appropriate, that of your relative/s in your care plan. If you have a specific preference for the gender of staff providing your care, we will endeavour to meet this request depending on the availability of staff meeting this preference.

Are Powers of Attorney necessary?

We strongly recommend that you make arrangements for a Lasting Power of Attorney to be appointed to ensure that you have someone who can manage your finances and property in the event that you lose capacity to do so for yourself. Our Management Team can provide you with further information about this. You may also choose to have a Power of Attorney which gives the power to make decisions about your health and welfare.

How are you staffed?

Approximately fifty staff work for the Cote Charity. We currently employ twenty seven day care staff and twelve night care staff all of whom have either achieved a minimum of QCF in Health and Social Care Level Two or are working towards this qualification. We have four Team Leaders (trained to a minimum of Level Three) who oversee care staff working two daily shifts, and night staff working from 8pm until 8am. Staffing is allocated according to resident dependency Monday - Sunday. Katherine House and Griffiths House are classed as separate homes, but we can move staff from one home to the other depending on operational necessity. Additional support is provided by a dedicated team of Kitchen, Housekeeping, Wellbeing and Maintenance teams, our Administrator and Management Team is available to assist with any enquiries during weekly office hours.

Do you use a call bell system?

All residents at Katherine House and Griffiths House have access to a 24 hour call bell system both in their rooms and in their bathrooms. In Griffiths House there is additional monitoring equipment on resident doors and beds, should this be required.

What happens should my health deteriorate?

In consultation with you and your family, we will do all that we can to care for you at Katherine House for as long as possible. Should we feel that we can no longer meet your individual needs, this will be discussed with you with a view to moving to a more suitable care environment.

What health professionals visit the home?

GPs attend the care home on request or through a monthly consultation, supported by regular visits from Community Nursing teams. Visiting opticians attend for annual check-ups and we have the weekly services of a (private) foot care practitioner (cost £18 per session) and a (private) massage therapist (cost £13 per session) by appointment only.

What happens if I need to attend a health appointment outside the home?

We ask you to make arrangements for a relative or friend to accompany you to any hospital/healthcare appointments. Where this is not possible you may be required to change the appointment, if we are able to spare a member of staff, this service will be billed per hour at £10.43

When are visiting times?

Visitors may visit at any time during the day or evening, although it is best to avoid meal times (lunch 12.30-1.30pm, supper 5.00-6.00pm).

Are children allowed to visit?

Children are, of course, allowed to visit! We simply ask that they are well-behaved and respectful of other residents.

Can visitors bring in a dog?

Well-behaved dogs are very welcome to visit.

Are visitors able to eat with me at Katherine/Griffiths House?

A visitor is welcome to have lunch with you at Katherine House or Griffiths House (current cost £5.00), but we do ask for at least one days' notice. At special times of the year we may not be able to accommodate guests unless by special arrangement.

Do you cater for special diets?

We try to cater to a wide range of dietary requirements, which are discussed as part of the admission process to ensure that we can meet the resident's needs. Residents can choose their daily meals from a variety of options, and the menu is changed seasonally. Both Katherine House and Griffiths House have achieved a five star rating from Environmental Health for food hygiene.

Can I take my meals in my room?

Breakfast is taken in residents' rooms, but we encourage everyone to eat lunch and supper in the dining room unless you are unwell.

Is tea and coffee available in my room?

Tea and coffee is served each morning and afternoon in residents' rooms, and in the communal lounges in the home, and is available on request. Tea and coffee facilities are also available to visitors in the library and the first floor lounge.

Is there internet access?

Yes, Wi Fi is available around the home, but the signal varies from room to room, the best place to get a good signal is in the middle of the building.

What types of rooms are available?

All rooms are en suite and furnished with a bed, TV, wardrobe, telephone and cupboard

Can I bring my own furniture/TV/electrical appliances?

We want you to feel at home at Katherine/Griffiths House and encourage you to bring any personal possessions which enable this, but this will obviously be within the constraints of the room and furniture already within. If any used electrical items are to be brought in to the home, these must be PAT tested by our Maintenance Officer before being used, if the item is packaged and brand new this can be used straight away.

Can I bring a domestic pet into the home?

You may, at the absolute discretion of the care home manager, bring a small domestic pet into the care home provided that you agree this with the care home manager in advance. If this is agreed by the manager, you must accept the following conditions: You accept full responsibility for the care, feeding and exercise of the pet. We do not accept any liability for veterinary bills, foodstuffs and/or other costs associated with the pet: and we shall require that the pet is removed if it persistently enters the catering or clinical areas of the care home or if it represents a health hazard or inconvenience to other residents.

Are my personal possessions insured?

Each resident is responsible for ensuring that any very valuable items are not brought into the home as we cannot accept responsibility for their damage or loss. However, each resident's possessions are insured up to the value of £1000.

How is my laundry dealt with?

Items of clothing must be clearly marked. Personalised button tags can be purchased, 50 for £25, and are a simple and quick way of labelling - a member of our laundry staff will then attach them to your clothing. Please ask the administrator for more information. We ask that all items of clothing are machine washable/suitable for tumble drying; any delicate items should be taken home for laundering by relatives or friends. We do not take responsibility for items that have not been labelled or that are not machine washable.

Is there a safe in my room?

Although individual safes are not provided, we are able to hold 'pocket money' (up to £150) securely in the office safe, accessible during office hours. We discourage residents from bringing in very valuable items (e.g. jewellery).

Will I have my own telephone?

There are no phones in the resident rooms in Griffiths House.

Do you provide newspapers?

If a newspaper is regularly required, we can put you in touch with a local newsagent who will bill you directly on a regular basis.

What sort of activities and entertainment are provided?

We employ a Wellbeing Team, working six days per week, to provide a variety of activities for residents. Whilst we encourage participation, it is not obligatory. Activities include games, arts and crafts, visiting entertainers and occasional trips out. Outside entertainment is booked for variety throughout the year and we also endeavour to celebrate festivals, holidays and special occasions whenever possible.

Do you offer the services of a hairdresser?

Hairdressing is available every Thursday - our hairdresser has been visiting for many years and knows our residents well. The cost of this depends on the service but starts at £11.

Is any form of religious service offered?

An informal Christian service takes place every Friday morning. Any faith denominations are welcome to attend this service. If your faith leader is willing to visit you at the home, we are happy to help facilitate this.

Is there a trial period?

The trial period for a permanent admission is one month. In this time both the care home and the resident are able to decide whether they want the agreement to continue. If we do not feel the care home is suitable for the resident for any reason, this will be discussed with the resident and their representatives before the end of this trial period. The notice period during the trial is set at one week, unless there is a concern regarding health and safety to the resident or others, in which case the agreement will be terminated within 24 hours. We will refund any remaining full days already paid for.

What happens if a resident's funding arrangement changes?

• Becoming eligible or ineligible for attendance allowance: Residents or their representatives are required to claim for their own attendance allowance. If circumstances change, the resident or the representative must notify the relevant benefits agency. If help is required to complete the documentation involved in this, please ask a member of staff. • Becoming eligible for funded nursing care is not applicable in residential care: This can only be paid if you reside in a nursing home. • Becoming eligible for NHS Continuing Care: This would normally include an initial discussion about the situation with the resident and their relatives. If NHS Continuing Care payments were awarded, discussion would be held to determine if we could continue to meet the resident's complex needs. • A reduction in capital to near the capital limit: If you are paying fees yourself and your capital reaches less than £23,250, the local council may assist with funding. You should request an assessment a few months before that happens. Please ask a member of staff for help if needed.

How are complaints handled?

All complaints and concerns are dealt with seriously and are used to further improve the service. If you have a concern at any point, please discuss this with a member of staff on duty as soon as it arises. For more serious complaints, please submit in writing to the manager, who will investigate the matter and respond within 10 working days. If the matter isn't resolved to your satisfaction at this point, the complaint will be escalated. The regulator CQC will not accept complaints, but will accept comments and can be asked to investigate. The complaint can also be referred to the Parliamentary and Health Services Ombudsman.

How is the home regulated?

Both Katherine House and Griffiths House are regulated by the Care Quality Commission, who can be contacted online at www.cqc.org.uk. Both Katherine and Griffiths House are registered as one home from March 2023. The Care Quality Commission register all care homes and their details can be found on the CQC website. Inspection reports, both current and some historic, can be found for each care home service on this website.

Where can I find a copy of the terms and conditions?

Terms and conditions can be requested free of charge from the Katherine House office.