Frequently Asked Questions

Are the buildings and grounds well maintained? 

Our buildings are Grade II listed and are governed by CADW, the Welsh Heritage organisation. Our buildings and grounds often receive high praise from visitors and service users alike.

Is there an accessible garden or courtyard?

The buildings are set in large, well kept gardens. These are accessible to service users and visitors, and there are no steps in public areas of the grounds.

Are there pleasant views surrounding the home?

The Home enjoys pleasant views over the valley and towards ClarachBay to the North and West, and views over the gardens and surrounding Cwm Woods to the South.

Are friends and family able to get here easily?

We are situated approximately 2 miles from Aberystwyth town centre. Unfortunately, there are no bus services that pass by the Nursing Home, although we are easily reached by car or taxi.

Are there enough parking spaces at the home?

The Home has ample parking space in its own grounds, but we do ask visitors to park responsibly and in such a way so as not to hinder access to the buildings by emergency vehicles should the need arise.

Are facilities such as shops, parks and places of worship within easy reach and accessible?

Although we are 2 miles from Aberystwyth, we run our own minibus and will take service users to town on shopping excursions and outings. Service users will be assisted into visitors’ vehicles if visitors wish to take them out, or alternatively we can arrange a disabled taxi provided family or friends can meet them at the destination.

Is there good wheelchair access into and within the building, including wide corridors?

There is wheelchair access both inside and outside the building. A lift serves all floors in both buildings.

Do the staff get to know about residents’ lives and experiences?

As well as what the staff members gain from the residents from direct conversation, we ask that the service user or their families/friends fill in a “This is Me” booklet that will let us know what is important to the resident.

Is there a manager in post and a senior member of staff on duty at all times?

Yes. Sarah and Anne Price are the Company Directors, and Hannah Lennon is the Responsible Individual and Manager. All are present and accessible during the days, with at least one maintaining a presence seven days a week. Both the Coach House and Main House have registered nurses on duty at all times, day and night.

Is there a suitable ratio of staff to residents during the day, at night and at weekends?

The staff to resident ratio is 1 staff member to 4 residents during the day and 1 staff member to 8 residents at night.

Can residents choose if they have a male or female carer?

Unfortunately this will not always be possible, since male carers tend to be in short supply when compared to their female counterparts. This tends to be the case throughout the care sector. We will try to accommodate wishes and cultural considerations where possible, however. Rest assured that both male and female care staff are professional, receive the same training and work to the same standard.

How are staff trained, how often and by whom?

Staff receive all mandatory training in line with statutory requirements. This is delivered by qualified trainers in house, staff  also attend courses arranged by the Local Health Board, and follow e-learning modules provided by the County Council. All care staff are expected to register with their respective professional bodies (Social Care Wales for carers and Nursing and Midwifery Council for nurses) and maintain a record of continuing professional development as a requirement of their registration.

Are all staff trained in caring for residents with dementia?

The majority of the care staff have undertaken dementia training modules. Care staff undertaking diploma training are encouraged to take elective modules concerning dementia care.

Do the staff have care qualifications?

We ensure that at least 50% of our care staff have undertaken a Diploma in Health and Social Care to Level 2 or above. Our nurses are all required to revalidate their nursing qualifications every three years in line with NMC requirements.

Is there a high staff turnover? (If so, this could be a sign of low staff morale) 

We have a core of staff who have been with us for many years. Being a University town, however, some of our staff are students working to fund their studies, and these tend to make up our more transient staff. The majority of these do tend to stay for the duration of their studies, (commonly 2-3 years), and many will undertake Diploma training in addition to their University Degrees, which demonstrates their dedication while in post.

Does the home assess new residents’ situations and needs before agreeing to accept them?

As a nursing care service, we cannot accept new residents without first assessing whether or not we are suitable to meet their needs. We would normally send one of our nurses to assess a prospective resident to ascertain whether or not we can meet their needs. At the very least, we require a full nursing care assessment from a placing body before we can decide whether we are an appropriate service for them.

Do staff have experience of caring for any particular health condition your relative has?

We have a wide and rich experience of various health conditions including terminal illnesses. If we are unsure as to how to care for an individual, however, we will seek advice of healthcare professionals, specialist nurses and those who are already providing care to them.

Do residents have a named member of staff who is particularly responsible for their care?

We do not operate a key worker system.

Are residents and their families involved in decisions about their care?

We try to involve residents and their families as much as possible in designing the individual care plans, taking into account the resident’s individual wishes and preferences.

If your relative’s needs change or increase, can they still be met in the same home?

We are able to care for a range of needs up to end of life care, although we are not able to provide care where an individual’s nursing needs are outweighed by their mental health needs (e.g. if they are confused and inclined to wander), as we are not a secure unit and so would not be able to provide a suitable environment for them.

Do the bathroom facilities meet your relative’s needs?

All bathrooms are adapted and have assistive equipment including grab rails and bath hoists. Both buildings have a communal wet room, and we have a number of rooms with en suite wet rooms.

Are accessible toilets available in all parts of the home and easy to get to?

Toilets are available throughout the building and within easy reach of all communal areas. 

Are residents helped to the toilet, if needed?

Yes.

Do toilets have handrails, raised toilet seats and mobility aids?

Toilets are fitted with grab rails and assistive equipment such as raised toilet chairs. A call bell is also provided to summon assistance when needed.

Is there a policy on when incontinence pads and catheters are used?

Aids to continence are only used if there is a clinical need (e.g. a history of incontinence). This will be assessed by the nurse and discussed with the service user or their representative. The use of catheters can only be authorised by a GP.

Does the home link with a specific GP practice for residents?

No. The resident will remain registered with their own local GP (or register with a local surgery if this is not already the case), and will be visited by GPs from their surgery.

Do health staff such as opticians and chiropodists visit regularly?

Yes, although these services incur an additional charge as they are not covered by the fees of the Home.

Who decides when a health check-up is needed? 

The nurse will decide if a GP visit is necessary where a resident is not able to identify this need themselves.

Are there travel arrangements for regular hospital and clinic visits and do staff accompany residents, and is there a charge for this?

A minibus is available to allow attendance at appointments. Usually a member of staff will accompany the resident. There is no additional charge for this.

How does the home support those with sensory impairments or dementia?

Our staff are experienced in working with people with these needs, and are sensitive to them. Just because residents are bed nursed, however, does not mean that they are not able to participate in some activities, and we provide aromatherapy sessions that can be enjoyed by everyone at no extra charge.

How does the home let family or friends know if a resident is taken ill?

We will contact by telephone at any time of the day or night unless the family/representatives have expressed a wish not to be contacted at night.

Can the home offer support for end-of-life care? 

Yes.

What security arrangements are in place to make sure residents are safe? 

The main doors to the building are locked at night, and staff are present at all times of the day and night and regularly patrol the building.

Is there a resident’s call-bell system?

Yes. Call bells are available in all resident bedrooms and communal areas (including toilets and bathrooms).

Does the home use signs or pictures to show where things are?

No. Due to the frail nature of our residents, the majority will need to be accompanied by a staff member, and so will be shown where things are directly.

Can residents choose their routine, such as when they get up and go to bed?

Yes.

Can residents choose what they wear?

Yes. Residents are free to choose what they want to wear, and we encourage this.

Can staff ensure that clothes don’t get mixed up between residents?

Although we have laundry staff on duty to return residents’ clothes to the correct rooms and drawers, we would be very appreciative if the family or representative would clearly label all items of clothing prior to the resident’s admission. We recommend using embroidered labels that are sewn on (available at www.wovenlabelsuk.com), or “Easytag” labels (available at https://www.easy2name.com/easytags.html) as these will not come off or fade in the wash. Any clothes brought in after admission should also be similarly labelled.

Can residents bring their own furniture and belongings?

All rooms are furnished, although residents may bring in a television, radio, etc. and also pictures/plants/ornaments, etc. to make their rooms more homely, provided these will not damage the fixtures and fittings of the room or make it unsafe for staff to work (e.g. by occupying space required for the use of hoists and wheelchairs where necessary). Any electrical items brought in must be in good working order and electrically safe.

Is there secure storage in the bedrooms?

No. We encourage residents not to bring in valuable items, although we can store small items (e.g. jewellery) in the safe in the main office if required.

Are there arrangements for handling personal money?

We discourage keeping cash within the Home, but any money that you have will be paid into the residents’ account. Additional expenses (e.g. newspaper and hairdresser) will be charged to this account.

Would your relative have to share a bathroom or bedroom?

We have 8 rooms with en suite wet room in the Coach House and 1 in the Main House, plus 4 rooms in the Main House with en suite toilet facilities. These rooms are in high demand, although ample communal toilets and bathrooms are available, and these are regularly cleaned.

Can residents choose whether they have a bath or shower and how often?

Yes. We have bathing and shower facilities available, and preferences will be taken into account as to how often residents want to use these.

Is there a mix of female and male residents?

Yes. Twin rooms are kept single-sex, however, unless residents are in a pre-existing relationship.

Do residents usually eat together, or can they choose to eat in their rooms?

We encourage residents to socialise at mealtimes, and this can be beneficial to them. If, however, a resident wishes to take their meals in their room, this can be arranged.

Is there a choice of food and can you see sample menus?

We run a four week rolling menu with a set meal that tends to be enjoyed by the majority. We do offer choice to the individual, however, and will provide alternative meals to those who would rather have something different. We can also cater to different dietary requirements.

How often does the menu change?

We review the menu regularly to keep things interesting. We actively seek opinions and feedback from the residents regarding what they would like to see on the menu.

Are snacks available during the day or at night?

Yes, as well as hot drinks available at any time on request.

Is food prepared on the premises?

Yes. Both the Main House and the Coach House have their own kitchens and kitchen staff. All food is prepared and cooked on site. Both kitchens are inspected annually by the Food Standards Agency.

Can the home meet your relative’s dietary needs?

We can cater to various dietary requirements, including vegetarian and gluten free diets. Please inform us of any requirements and any food allergies.

Can residents and visitors make their own drinks?

Our residents are often immobile and tend not to be able to do this for themselves. We always ensure that residents have a cold drink of their preference to hand, and serve hot drinks at regular intervals throughout the day and night, including on request. Visitors are welcome to help themselves to tea and coffee.

Can residents store food in their room? 

Residents can store food in their room, but not highly perishable items. These can be given to staff to put into the kitchen refrigerators for storage.

Are residents encouraged to stay active and do as much as they can for themselves?

Yes.

Is there an activities co-ordinator?

We don’t have a dedicated activities co-ordinator, but we strive to put on a lively range of activities to suit all tastes. As well as having formally arranged concerts and group activities, we try to ensure that residents can enjoy solitary activities such as colouring, crosswords, reading, etc. if they prefer at other times. Bed nursed patients can enjoy relaxing aromatherapy sessions.

Are there lounges or social areas with furniture arranged to allow small groups to socialise?

Due to the intensity of our service users’ needs, the majority need to be transferred by hoist, which does not lend itself to arranging chairs in small groups. We make a conscious effort, however, to ensure that service users who enjoy talking to each other or who have a previous friendly association before admission are seated close to each other to facilitate conversation. This has proven successful to date.

Does the home have its own pets, or can residents bring their own pets?

We do not allow residents to keep pets in the building, but visitors are welcome to bring pets with them.

Are there facilities such as: a radio, reading room, TV room, newspapers, books or a mobile library, public phone, shared computers, internet reception and hairdressing services?

We have a radio, reading room (the library van visits monthly), TV room, and an order for the newspaper can be placed in the office (orders processed in the office and charged to resident’s own account). Residents are welcome to use the main phone to receive incoming calls and make national calls. Outgoing international calls are not permitted, however, but overseas families are welcome to call, and the phone will be taken to the service user. We use DECT cordless phones, which have good reception in public areas. Reception in residents’ rooms is less reliable, and we may need to relay a message. We don’t provide shared computers, although free wifi is provided throughout the complex, and residents are able to bring in their own devices to use this. We also have some communal tablet computers (iPads) that can be used to Skype relatives. This, of course, can be done internationally with no charges incurred. We have a hairdresser who visits every week (services charged to resident’s account).

Are there regular social activities such as: music or singing, reminiscence groups, exercise classes, gardening, celebrations for special occasions and visits from entertainers, and outings to shops, entertainment venues or places of worship?

Yes, we endeavour to provide a range of interesting activities and celebrations for special occasions. We try to ensure that the service is led by the residents themselves via feedback from the Residents’ Group meetings, where they are asked for feedback about various aspects of life in the Home, including activities.

Are there any restrictions on visiting times or numbers of visitors?

No. We would ask, however, that large numbers of visitors be considerate to the needs of the other residents and be mindful that staff will sometimes need to interrupt visits in communal rooms to access other service users. Visits in private rooms may also need to be interrupted briefly for the provision of routine care interventions on scheduled rounds. These should not impinge dramatically on visits, however

Are there facilities for visitors to stay overnight?

No, although in emergencies, we will endeavour to make visitors as comfortable as we can.

Are young children welcome?

Yes, but we would ask that they are supervised at all times to prevent danger to themselves and to other residents.

Is there a space for residents to spend time with visitors?

We have quiet rooms available in the Main and Coach Houses that can be booked with prior notice.

Are visitors able to visit during meal times and can they have meals with residents? 

We allow visits during mealtimes, and visitors may have occasional meals with residents.

Can you see a copy of the home’s contract and terms and conditions?

This is available to view on request.

Can your relative stay for a trial period?

The initial two months of residence is considered a trial period. Residency can be terminated at any time without notice during this period.

What happens if they’re unhappy with the home once they move in? 

If it is not safe for a resident to return home and they definitely wish to leave Plas Cwmcynfelin, it will be necessary to negotiate with Social Services and/or the Local Health Board to arrange a placement in an alternative nursing home.

Are valuables covered by the home’s insurance?

We discourage valuable items being brought into the Home, although our insurance will cover certain valuables.

What are the terms for keeping the room if your relative has to go into hospital? 

If a resident is admitted to hospital, the room is kept automatically and charged at a reduced rate (20% discount per full day in hospital).

Are notice conditions to terminate the contract reasonable?

We require one month’s written notice to terminate the contract after the initial 2 month trial period has elapsed, unless the agreement is terminated by the death of the resident.

What are the home’s fees? Is it clear how the fees are structured, calculated and collected?

These are available on request from the main office.

Is a deposit or advance payment required?

No deposit is required.  The service is charged on a weekly basis payable two weeks in advance by Bankers Order.

Are fees reviewed each year?

Fees are reviewed on an annual basis.

Are extra items or services not covered by the basic fees clearly identified and accounted for?

Extra services and their fees are detailed in the Service User Guide.

Are any fees payable after a resident’s death?

Fees are only payable up to the resident’s death. The resident’s account balance will need to be settled if there is an amount outstanding, however.

Are you encouraged to give feedback?

We always try to be responsive to residents’ feedback, but we actively seek it in the 6 weekly Residents’ Group Meetings and in the annual quality assurance exercise. Feedback from family members and representatives is always welcome at any time, and you can drop by the office to discuss suggestions and any concerns during normal office hours. No appointment is necessary.

Is the complaints procedure readily available?

We display this in the halls of both Coach House and Main House. We also publish it in the Service User Guide.

Are families encouraged to be involved in the life of the home?

We are always happy when families involve themselves in the activities of the Home, and welcome participation.

Is the manager accessible and approachable?

We operate an open door policy whereby residents and visitors can access the management during normal office hours with no need for an appointment.

Can staff explain the procedures if there are serious incidents, complaints or safeguarding concerns raised?

All staff receive training in safeguarding procedures.