Frequently Asked Questions

Before you move into St George's Nursing Home we will carry out a care needs assessment to evaluate whether the type of care we provide is suitable for your needs and to help assess care costs . After you move in we will work with you through initial assessments to ensure that your care and support package remains appropriate too. We will then continually monitor throughout your stay as appropriate, to ensure that your needs are met . If you find it difficult to express your wants and wishes due to any lack of capacity, we will support you to communicate as far as you are able, and consult with you and your appointed representative. We will always support and encourage you to be involved in the planning and any decisions made about your care.

Moving into a care home is a great opportunity to make new friends and enjoy socialising more. Whilst our well-being manager runs a varied calendar of events and activities each day, we understand that you may still want to continue with an interest or try something new that you’ve been meaning to do for years. That is no problem. Do share your wants and wishes and we’ll do all we can to make it happen when you move in.

Our aim is for you to be happy and feel comfortable in your new home. We would encourage you to bring in your mementos as they really help to make your room look like a home from home. The rooms are already fully furnished but are spacious, so there’s plenty of room to accommodate your favourite armchair or chest of drawers. We do provide all the bed linen and towels, but please bring your own if you’d prefer. All we ask is that, in the interests of your health and safety, that any items you bring into the care home are safe, fit for purpose, nor a fire risk.

If a preferred room becomes available that is also suitable for your care needs, you can move into the room. Your fees may change to reflect any changes between the rooms. If you are publicly funded this will be made in agreement with the commissioning body. If we consider that it is necessary or more appropriate for you to move rooms, we will discuss this with you and normally provide at least one month’s notice of any proposal to move rooms and any difference in cost that may affect your ongoing fees.

We understand that moving home can be an emotional time and animals can often provide comfort and familiarity. St George's Nursing Home is a pet-friendly home and pets are allowed to visit, however they are not allowed to stay as this would have an impact on our staff’s time and on the hygiene of the home.

No, visitors are always welcome. We want all our residents to be able to see their family and friends at their convenience not ours. Of course the comfort of all our residents is paramount and we ask visitors to respect that and especially treat meal times and late evening and night visits with courtesy.

If you change your mind for any reason within the first 14-days, and decide to leave, you will only be required to pay for those days which you stayed at St George's Nursing Home. After the 14-days you can still cancel for any reason, but you must give us one month’s notice. For more details do discuss this with our Home Manager .

When you come to live at St George's Nursing Home, we need to use information about you to ensure that we are providing you with care that meets your needs.

We use your information to provide you with care, to keep you safe and to receive and make payments.

We may also use it to ensure that we are providing high standards of care more generally.
 

To do all of this, we may receive information from, or share information with, the following :

• Colleagues from St George's Nursing Home and our owners, Outlook Care
• External organisations, such as the NHS or other Health Trust professionals, who are responsible for providing direct care for you also.
• Colleagues from St George's Nursing Home and Outlook Care support services, such as those who process payments, undertake audits or provide specialist advice
• External regulators and professional bodies, such as the CQC, RQIA or Care Inspectorate Commissioners, such as local councils or NHS or Health Trust Service providers, such as pharmacists, opticians and chiropodists
• Data processors, such as the companies that supply our IT systems 
• If there are serious concerns about your safety, or the safety of another person, we may be legally required to share information with the police and other government agencies.

We do not automatically share information about you with your loved ones. Instead, when you move in, we will ask you whether you want us to share information about your care with anyone else and add your preferences to your records.

If you do not have the capacity to make decisions about who we share information with, we will share information with people who are legally authorised to act on your behalf or where a ‘best interests’ decision supports the sharing.

Outlook Care's full privacy documentation can be downloaded here : Privacy Policy

Our aim is to make every resident's stay at St George's Nursing Home as happy and problem-free as possible. We actively welcome feedback and encourage you to provide us with your thoughts and opinions on what we are doing well and what we can do to improve at any time. If you would like to comment on our services, do talk to a member of staff or our Home Manager. Read more here : Outlook Care - Surveys and Compliments

For a complaint about any aspect of our service, or to voice a concern about care provided more formally, we would urge you in the first instance to please speak to the person in charge. If they are unable to resolve the problem satisfactorily, then please speak to the Home Manager. We will always do our best to resolve a complaint as soon as possible and we will talk to you about any actions that should be taken to help resolve the issue. Read more here : Outlook Care - Complaints Proceedure