There is a standard contract. Amendment will be considered on an individual
basis.
Residents will be invoiced on a monthly basis unless otherwise agreed, for
fees and any items and personal expenses charged for in addition to fees.
Fees
Fees do not include:
- Hairdressing, chiropody, complementary therapies
- Personal effects such as clothing, newspapers, books, toiletries
- Dental or optical checks/treatments, physiotherapy
- Travel to and from the home for recreational purposes
- Staff escorts
An annual contract review is carried out and any changes to the terms and
conditions of residence are notified to the resident.
Complaints procedure
Should a resident or their representative wish to raise a concern or complaint
they should feel free to approach the Management team at any time. Concerns
raised with any member of staff will be communicated to the management team and
dealt with appropriately.
We can assist a resident or their representative to access independent advocacy
support if required.
We hope that any complaints can be resolved informally. If a resident or their
representative wishes to make a formal complaint this can be done in writing.
Complaints will be acknowledged within 2 working days. A formal response will
be provided as soon as possible and in any event within 28 days. The
complainant will be kept informed of progress.
Following the investigation, we will take appropriate action to rectify the
issue if necessary.
Failing a satisfactory outcome, a complaint can be made to Care Inspectorate
Wales, and this should be addressed to:
Care Inspectorate Wales
Government Building
Picton Terrace
Carmarthen
SA31 3BT
Tel: 0300 7900 126
Email: CIW.Carmarthen@gov.wales
Quality assurance
At Y Garreg Lwyd we are committed to maintaining and improving the quality of
our service. Further copies of the home’s Statement of Purpose and Service
Users’ Guide are available upon request.
We have a comprehensive quality assurance programme, and complaints are dealt
with as above. We aim to promote good relationships with our residents and
visitors and welcome suggestions on how to raise standards within the home.
We regularly review and monitor our service and have an open door policy,
which gives staff, residents and their representatives the opportunity to
raise any issues or suggestions immediately. We always strive to improve our
service.
The Responsible individual works closely with the management team who control
the delivery of the service on a day-to-day basis. This ensures that any
issues are identified and dealt with quickly so that the Home can run as
effectively as possible, ensuring our residents can achieve the best possible
outcomes.
An important approach to our quality assurance is through questionnaires to
obtain the views of residents, relatives/representatives, staff and visiting
agencies.