Upon payment of the agreed weekly charge, (currently from £509 per week) the Proprietor undertakes to provide food, light, heat, 24 hour care and laundry service to all residents. Our charges are in keeping with the current Social Security guidelines.
We also need to be sure that our clients are receiving all the pensions and benefits that they are due. You may need to fund this care in total and so put your savings at risk. Our experience over many years usually means that we are able to help our clients to find the most beneficial route for them.
The resident shall, from his/her own resources and /or personal allowances, pay for the medical requisites (other than medication by prescription), hairdressing, newspapers, clothing and any other items of a luxury or personal nature that may be required.
When a weekly charge has been agreed it will cover all the services outlined in the first paragraph and there will be no 'extras'. The fees mentioned will remain unchanged unless two weeks written notice is given by the Proprietor and this agreement is jointly amended.
The most important thing is for us to find out what our clients require and to make sure that we can provide that care. An increase in charges does not relate to the room charge but rather to the degree of staff time required, special foods, and arrangements such as the number of hospital visits etc.
Visitors are welcomed and encouraged at most times of the day, however, we would ask them to avoid mealtimes. All visitors should leave by 9PM.
Residents may bring a limited number of their own personal effects and small items of furniture for their own personal use and comfort.
We regret that we are unable to accept any pets at Norfolk Villa.
Lounges and communal rooms are available at all times. For the comfort of other residents, smoking is only permitted in specific designated area. Residents are not permitted to smoke in their bedrooms.
All residents leaving the building must inform the Officer in Charge before departing.
It is our aim and desire to try and fulfil any request that a resident may have. If for any reason they are dissatisfied with the service they are receiving then the matter should, in the first instance, be brought to the attention of the Officer in Charge.
If a mutually satisfactory outcome is not achieved then the matter should be raised with the Proprietor. If you are still not satisfied then you may wish to contact the Care Quality Commission at CQC South West, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA. Telephone: 03000 616161 Website address http://www.cqc.org.uk/