Care Plan Review

A Care Plan tailored to meet the needs and abilities of each individual service user will be drawn up. These plans will be regularly reviewed by the Home in full consultation with the service user or a previously nominated relative and/or advocate. Once developed the Care Plan will be regularly reviewed to ensure that the Service User is responding in a satisfactory manner. Adverse reaction to the Care Plan by the Service User will result in an immediate review of the Care Plan by the named Carer, Manager, Senior Carer and other members of care staff as necessary.

Family and relatives will be encouraged to participate in the Service User's daily routine as far as is practicable, Service Users and their relatives are always welcome to chat with a member of the Care Staff if they have any concerns.

The Care Plan is reviewed at three levels:

• Daily on staff changeover. At staff changeover the Service User's current needs are discussed, any changes to the care plan may be proposed at this point.
• At the end of the four week settling-in period.
• Thereafter a formal review is held with Care Staff on at least a monthly basis.

All amendments to the care plan will be made by the named nurse or designated person. Certain amendments may require the authorisation of the Service User's GP. All amendments to the Care Plan are recorded in full.

Complaints

If as a Service User, relative or visitor, you feel that there is cause for complaint, you should first discuss the matter with the person in charge. If the matter is in your opinion, a serious one, or if you remain dissatisfied, you can record the complaint in the Complaints Register, which is available from Reception or from the person in charge. A full investigation will be made into the complaint, and you will be advised of the results as soon as possible. The Home Manager will acknowledge receiving the complaint in writing, within 2 working days.

If after this investigation, you are not satisfied, or if you feel that the complaint is of a serious nature, you may contact the Complaints Officer:

Mr R. McConnell, C/O The Old Rectory Care Centre, Rectory Lane, Capenhurst, Chester, Cheshire, CH1 6HN. Telephone - 0151 339 7231; Fax - 0151 339 7231; who will give a written response within 10 working days.

If after this Investigation, you are still not satisfied, or if you feel that the complaint is of a serious nature, and you wish to speak to a registration officer first, then you should contact the Inspection Unit at either the Health Board or the Social Work Department. Details of the registration authority are:-

Commission for Social Care Inspection, 2^nd Floor, Burlington House, Crosby Road North, Waterloo, Liverpool, L22 OLG. Telephone: 0151 949 9540. Fax: 0151 949 9549.