Our Services

  • Personal care
  • All meals and snacks
  • Laundry, including ironing, excluding dry cleaning
  • Room cleaning
  • Social activities and in-house activities
  • Hydrotherapy bath
  • In house weekly GP visits
  • In house postal service
  • Telephone in your room that enables inbound and outbound calls to the UK only.
  • Self-service drinks area
  • Chiropody appointment every 6 weeks
  • Cut and blow dry with our in-house hairdresser every 2 weeks​
  • ​Smart TVs, DVD and music areas
  • Extensive drinks menu of alcoholic and non-alcoholic. 1 complimentary alcoholic drink per day
  • Safe - There is a safe in the Office and residents are welcome to keep a small amount of cash in it, if they wish.  Please ask for further details.  We would ask that you make us aware of any valuable items coming into the home so these can be photographed and details put in the resident’s file.  However, for insurance purposes, we would encourage against items of great sentimental or financial value being brought into the home
  • Newspapers/magazines - can be delivered to you as often as you would like and we can arrange for you to be invoiced directly from the local shop.

Services Offered by Others

Residents can purchase additional services at reasonable rates from independent suppliers whom we have vetted. That means professionals who are not part of Abbeyfield (Lakeland Extra Care) Soc Ltd. Abbeyfield (Lakeland Extra Care) Soc Ltd will arrange for the Resident to have access to these services, which include:
  • Hairdressing separate from your 2-weekly appointment
  • Chiropody separate from your 6-weekly appointment
  • Physiotherapy
  • Opticians
  • Dental services
They will state their costs and terms of business directly to the Resident. Residents should normally receive and deal directly with payments to independent contractors but if this is not possible, Residents are asked to discuss the matter with the Manager with a view to agreeing on suitable alternative arrangements.

Visitors

Visitors are very welcome at Abbeyfield (Lakeland Extra Care) Soc Ltd at any time that is convenient for you. Principal carers and/or family and friends may telephone us at any time, day or night, to enquire about your wellbeing.
We will always try to enable you to speak directly to the person telephoning and if that is not possible, we will pass messages for you, making sure that you receive any messages back in a timely way. Visitors are asked to sign in and out in the Visitor’s Book to comply with health and safety requirements.
 
We also request that all visitors comply with health and safety notices and do not introduce hazardous substances or materials into the establishment.

Keeping Links with Friends, Family and the Community
We will support you in keeping links with the community. Your Key Worker will help you to maintain your network of friends and family, and also help you to visit shops and places of interest.

Activities, interests and hobbies

Abbeyfield (Lakeland Extra Care) Soc Ltd actively promotes Residents’ normal social networks and social activities and support for access will be available at all times. The Home possesses some specialised equipment for residents with sensory loss such as loss of sight and hearing. At your initial assessment this will be identified and we can then look at what we are able to offer to ensure we can meet your needs.
Your special interests and hobbies will be discussed during your assessment and noted in your Care Plan. If you have any special interests, please let us know so that we can make arrangements for you to continue with them. We organise special outings and a range of interesting activities to suit most tastes. Naturally, you are free to choose whether to join in or not. There are quiet corners in Abbeyfield (Lakeland Extra Care) Soc Ltd where you can relax if you wish to be peaceful.
 
We offer a wide range of activities here at Hartland House with our dedicated activity coordinator team organizing and running activities six days a week.
Kath has worked for Hartland House since 2016, first as a Carer and then as an activity coordinator, and has a wealth of experience in the care sector from a professional and personal point of view. Laura came to Hartland House as a Carer in 2018 is now the  second activity coordinator alongside Kath. Laura has also undertaken extra training and is qualified as a Level 1 Dementia Interpreter and is also our in-house dementia champion.
As registered members of NAPA (National Activity Providers Association) we ensure that all the activities at Hartland House are varied, interesting and inclusive; being person centered and adaptable to each resident’s needs and interests. Our activity coordinators attend regular meetings with the Dignity in Dementia team to keep up to date with the latest innovations regarding planning and delivering activities specifically for those with Dementia.

All of our activities are optional, allowing residents to pick and choose to join in any activity which suits them, but we do offer a very varied schedule that is designed to improve the daily lives of our residents in every possible way. We do this by developing and running focused activities that promote physical, social, cognitive and emotional wellbeing; for example, during a single week you might find that we have scheduled: Chair exercises, Sing a longs, Discussion Groups, Crafts, Quizzes and Games. 

Communications

Resident Committee
  • The committee provides a recognised forum for Residents and representatives to talk and share their views. Participation in decision-making is encouraged and valued. A member of staff acts as Secretary to the committee
  • Any funds raised by events are held in a separate account, the signatories of which are one staff member and one Resident representative, and are available only for use in ways approved and controlled by the committee
News
  • Special news, details of staff changes, changes in the organisation of Abbeyfield (Lakeland Extra Care) Soc Ltd, minutes of the Residents' meetings and advance notices of events will be posted on a noticeboard in a public area
  • We will support Residents and representatives with any information required in accessible formats and also try to give messages verbally as well as in writing
Telephones
  • A telephone for Residents’ use is available in their rooms and we are able to transfer calls direct to the room and you are also able to make outbound calls to UK numbers only
  • Any member of staff will help you to access the telephone if you need help
  • It may be possible, subject to the telephone supplier’s requirements, to have a private telephone line fitted to your own bedroom; in this instance you will be responsible for installation charges and your own telephone bills
  • Residents are also very welcome to use the telephone in the office for privacy – to do so please ask any member of staff
Mail
  • Your mail will be given to you as it arrives, unopened, unless you have requested that it be forwarded to another person. In the latter case we will forward your mail, unopened, weekly
Internet
  • ​Abbeyfield (Lakeland Extra Care) Soc Ltd has in place a broadband service and Wi-Fi is available. Please speak to any members of the team for Wi-Fi codes and any assistance you need with email addresses etc.
Call Bell System
  • ​A call bell system call point is located in your room and at appropriate points throughout the home, enabling you to summon assistance from staff at all times
  • You should always feel comfortable calling for help at any time of the day or night, whenever you require it
  • Further details can be found in your room appliances folder.

Privacy and Dignity

We will respect Residents' privacy and dignity at all times. We will do this by making sure that:
  • Door Locks - Residents’ personal rooms will have a lock fitted appropriate to needs, and you will be provided with a key unless your risk assessment shows that this is not possible and agreed by you
  • Giving you privacy in bathrooms and toilets as well as when dressing and undressing is extremely important to us, whilst observing health and safety and any instruction from your risk assessment
  • Discussion of your affairs will be for the purposes of managing and improving care, and for no other reason, and will be conducted in private
  • We will make sure that you have somewhere private to have any important discussions
  • Records will be designed, used and stored safely and confidentially, and the Data Protection Act principles for information sharing will be followed
  • Records will be made available to your principal Care Worker and family only with your consent​
Residents’ Dignity
  • Your dignity is a matter of the utmost importance to us, and all staff will have received training in this area.
  • You will be asked what you would like to be called, and this name will be recorded on your Care Plan and used by all staff
  • You are entitled to ask that your main carers use one name, and others use another name. The level of familiarity is within your control
  • In the absence of information, staff will address you formally, using your title and surname
  • Staff are trained to support you with dignity at all times and will ensure that support is given in a dignified way, whether you are alone or in company
  • Staff are trained to knock and wait for your invitation before entering the room

Raising an Issue, making a complaint and giving Compliments

  • We believe that complaints and compliments are important in showing the quality of our service and provide us with the opportunity to improve the service we provide
  • No one will receive adverse treatment because they have made, or wish to make, a complaint, raise a concern or issue
  • We will support Residents in making a complaint. If you require specific support, we will make this available to you​
  • We encourage Residents to make a complaint through the Complaints Procedure whenever they feel that this is necessary
  • We encourage Residents to raise issues, however small they may seem, and whatever the impact. This can be done informally, or formally through the complaints process
  • Complaints can be made by anyone. They are not restricted to Residents. You can make a complaint to any of our staff but the person in charge of complaints is The Registered Manager, Leanne Scrogham .