The categories of information that we collect, process, hold and share include:
We use this personal data to:
Whilst the majority of information you provide to us is mandatory, some of it is provided to us on a voluntary basis. In order to comply with the General Data Protection Regulations (GDPR) which replace the existing Data Protection Act on 25 May 2018, we will inform you whether you are required to provide certain information to us or if you have a choice in this.
The Accessible Information Standard is a mandatory requirement that applies to all providers of NHS and publicly funded adult social care. This includes:
The aim of the Standard is to establish a framework to ensure that patients and service users (and where appropriate carers and parents) who have information or communication needs relating to a disability, impairment or sensory loss receive accessible information and communication support appropriate to their needs.
Although introducing consistency and clarity, via specific requirements, the Accessible Information Standard is building upon existing legal duties which public sector bodies and all service providers are already obligated to follow, as set out in the Equality Act 2010.
The Equality Act became law in October 2010. It replaced, and aimed to improve and strengthen, previous equalities legislation, including the Disability Discrimination Act 1995. The Equality Act covers all of the groups that were protected by previous equality legislation, known as Protected Characteristics, one of which is disability.
The Equality Act places a legal duty on all service providers to take steps or make “reasonable adjustments” in order to avoid putting a disabled person at a substantial disadvantage when compared to a person who is not disabled. Guidance produced by the Equality and Human Rights Commission (EHRC) states that, “Anything which is more than minor or trivial is a substantial disadvantage.” The Equality Act is explicit in including the provision of information in “an accessible format” as a ‘reasonable step’ to be taken.
The Health & Social Care Act 2012 gave the NHS Commissioning Board (or the Secretary of State) powers to prepare and publish an information standard relating to information concerning or connecting with the provision of health services or adult social care in England.
The Care Act 2014 also placed a duty on Local Authorities to establish and maintain a service for providing people in its area with information and advice relating to care and support for adults and support for carers. This information and advice must be accessible to, and proportionate to the needs of, those for whom it is being provided.
Croft House will:
At Croft House we believe that residents should be safeguarded from all forms of abuse. We have a dedicated Safeguarding Champion who is responsible for the training of staff in this area and for following procedures in the event of an abuse being reported.
We recognise that while we must attempt at all times to protect our residents from abuse, and to identify and deal with specific instances of abuse if they occur, we must always be aiming for the very best quality of care. We will not be satisfied with anything which falls short of that standard even if it cannot be categorized specifically as abuse. We will take every possible action to prevent abuse, or to deal with it as promptly and effectively as possible if it occurs. The action to be taken is set out in written policies and procedures.
We have a zero tolerance against abuse. All staff have been and are constantly being trained in all types of abuse and what route to take in reporting abuse. All staff attend updates at least once per year.
The aim of this policy is to lay down for all relevant parties the principles and values underlying our approach to abuse of residents, the ways in which we hope to protect our residents and to avoid abuse taking place, and the action which will be taken to deal with abuse if it occurs which are available to all and are regularly revised.
We recognise that abuse of residents may take the following forms:
We accept that abuse may be committed by a range of possible people. We have a responsibility for seeking to protect our service users from all sources, which include:
All staff have a responsibility to:
We will take all possible steps to prevent abuse from occurring including:
We will aim to identify any instances of actual or possible abuse involving our residents by all possible means including:
If abuse is clearly occurring or is alleged to have occurred, we will take swift action to limit the damage to residents and to deal with the abuse, in accordance with the following steps:
At the end of an incident involving possible or actual abuse, managers should review what has happened with a view to assessing whether the home or its management has been in any way culpable, ineffective or negligent, to learning lessons for the way the home should operate in the future, and to passing on any appropriate information to other agencies. If necessary the home’s policies, procedures and training arrangements should be modified in response to any material which has emerged from the incident or the investigation. It is also the responsibility of the manager as per Adult Protection Policy to report if required the abuser to Protection of Venerable Adults (POVA).
This policy should be read in conjunction with the several other policies of the home which relate to aspects of abuse or protection of residents. These include:
If you are unsure if a situation within your service requires a safeguarding alert to be raised firstly speak with a senior person within your organisation. If it is felt that further advice and guidance is required the number below can be used by anyone wanting additional support.
Safeguarding Professional Advice Line: (01962 847214)
Our aim at Croft House is to make the life of our Residents as happy and as comfortable as we possibly can. To this end we welcome suggestions from Residents and Relatives and wherever possible we will comply.
We hope that in your dealings with our home that you find our staff and services meet with both your expectations and approval. If ever these standards fall below that which you find acceptable, or if there is anything else that you are unhappy about, we would ask that you tell us as soon as possible. This may be about staff, management, personal possessions Standards of Care, level of activities, food, infection control or any other issue.
If I am available please speak with me; if not, with the senior member of staff on duty. The complaint will be entered in the Residents’ Complaints Book and resolved between us within 28 days.
If you prefer to make a written complaint rather than approach me or one of the deputy managers personally then please feel free to do so. Your complaint will be acknowledged in writing within seven days of receipt and of course will be dealt with in the strictest confidence at all times. With your involvement we will endeavour to resolve your complaint within 28 days.
Where the complaint is by a resident whom for whatever reasons needs assistance with the matter, then I will contact an advocate or social worker to act on their behalf.
Residents or relatives can contact the advocacy service available in Keighley, direct, at 135 Skipton Road, Keighley, BD21 3JD telephone 01535 665283.
If a resident or their representative is not satisfied that their complaint is dealt with effectively with in this time then they should refer the complaint to:-
Care Quality Commission
Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA
Tel 03000 616161
Fax 03000 616172
E Mail firstname.lastname@example.org
In addition a resident or their representative may wish to contact the adult protection unit. The numbers are listed below:
City of Bradford Metropolitan District Council Complaints Unit
FREEPOST Bradford Council (write “Complaints Unit” on back of envelope)
Tel 01274 436820
E Mail email@example.com
Or local government if unhappy with Social Services;
Local Government Ombudsman
PO Box 4771, Coventry, CV4 0EH
Tel 0845 602 1983 or 0247 682 1960
or the Safeguarding Adults team on
Tel 01274 431077 or 01274 431077 outside office hours.
The Scale of Charges at Croft House currently is as follows for both independently funded and Local Authority funded clients:
The cost of the rooms range from £700 - £750 per week from the August 2019.
Additional charges which are not included in the fees:-
To contact Giles and Victoria Bateman at Croft House Care Home:
Call 01535 654989
Or visit us on Main Road, Eastburn, BD20 7SJ
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Proud to be rated as "Outstanding in Care"By the Care Quality Commission!
Proud to be rated as "Outstanding in Care"
By the Care Quality Commission!