rayners (extra care home) limited · 2020-02-12 · this unfortunately differs from mid-morning to...

www.careatrayners.co.uk

Guest Services

Established 1990


An Introduction to the ‘Birth’ of Rayners…

In 1988, Jeanne and Jim Matthews then of Chartridge, Chesham began to formulate

their plans to create a centre of excellence for the care of the elderly.

Jeanne, then a Registered General Nurse, already had several Years’ experience in

working with the elderly in the Buckinghamshire Area Health Authority and had

developed an excellent working relationship with the local Doctor’s Practices.

Medical professionals confirmed that there was a healthy demand for the provision

of a first-class facility that offered a high level of care combined with a homely but

efficient hotel style atmosphere.

During the Spring of 1988 the Matthews teamed up with their friends, Bill &

Margaret Wells, also of Chartridge in order that the two families could concentrate

their efforts to design and build a Care Home for the elderly that would provide

unsurpassed service.

A suitable site was located in the village of Hyde Heath which was owned by two

lady sisters who lived in a small house together, and the name Rayners was agreed -

which was their family name. Prior to planning permission being obtained

residents of the village were invited to inspect the plans for the proposed

development. The majority of villagers greeted these positively and planning

permission was subsequently granted by Chiltern District Council

The next eighteen months saw feverish activity as the Care Home took shape ‘brick

by brick’. On 4th June 1990, we welcomed our very first resident and in November

1990, Jeanne & Jim’s son, Christopher joined the team and today as Managing

Director ensures the smooth operation of Rayners.

In September 2007, the Matthews family acquired controlling shares from the Wells

family and they continue to operate on the same family based ethos as we did back

in 1990.


For Your Information… Introduction Welcome to Rayners, we trust that you have settled into your new residence. The purpose of this ‘Guest Services’ is so we can explain to you the general running of Rayners. Please read the following notes, as we are sure you will find them of great interest and help to you during your stay. If you do have any queries please do not hesitate to speak to either the Director/Deputy Director of Care or Care Manager. On the day of arrival you will be greeted by our Director/Deputy Director or Care Manager, they will take from you/or relative your personal medication details for our records. To ensure that you settle into your new residence with the greatest of ease, the majority of the administration details will have been carried out prior to your arrival at Rayners. To ensure the highest level of care and service, we have four different Departments in operation at Rayners, all these Departments working as a Team ensures the smooth operation of Rayners. The Departments are namely Catering, who prepare the meals and consist of Chef Manager, Chefs and Catering Assistants. A Room Service Department who are responsible for the meal delivery service, daily re-making of beds and general laundry duties. A Domestic Service who are responsible for the cleanliness of the communal areas and of residents rooms. Our Senior Care Team, is headed up by our Director of Care, Jeanne Matthews. Jeanne and is assisted by her Deputy Director of Care, Adele Golbourn Dip. and Care Managers, Connie Horwood, Claire Blaxill, Paz Fajardo and Fiona Landers. The Care Team is further complimented by our Senior Care Assistants and Care Assistants. Our Director of Care wears a dark blue uniform and her Deputy Director of Care/ Care Manager wear pale blue. Our Senior Care Team wear all burgundy dresses/ trousers and tunics and our Room Service wear Burgundy Polo Shirts / navy trousers. Our Domestic Assistants & Laundry Assistants wear a bottle green uniform


The Executive Directors of Rayners (Extra Care Home) Limited

Christopher Matthews Jeanne Matthews James Matthews Managing Director Matron / Director of Care Chairman (since November 1990) (Since June 1990) (Since June 1990)

Senior Management Team

Sharon Braybrooks Adele Golbourn HR, Administration & Compliance Manager Deputy Director of Care (Since November 2016) (July 1990 – November 2007) (rejoined November 2009)

Connie Horwood Claire Blaxill Fiona Landers Paz Fajardo Care Manager Care Manager Care Manager Care Manager (since March 2004) (Since October 2013) (Since September 2003) (since October 2008)

Established in 1990 and still family owned and managed


Your Catering Services…

Overview We take great pride on out Catering Services and we are proud to still support local trades to supply our kitchens. Our catering team is managed and overseen by our Group Catering Manager, Rob Finch and our four qualified and experienced Chefs. All our Meat is supplied by local butcher, Kings Farm Butchers in Wendover and they know that we expect only the finest cuts of meat. Our fresh Fruit and vegetables are supplied from Premier Fruit & Veg, who are based in Covent Garden and our fresh fish is supplied by locally based M&J Seafood based in Aylesbury. We have deliveries 6 days a week to ensure that our team use only the freshest ingredients. Hygiene is of paramount importance and we ensure an extremely high level of cleanliness and hygiene in our kitchen. We are extremely pleased to inform you that we have always received the highest achievable ‘5’ rating from Chiltern District Council Environmental Department during their unannounced inspection which was carried out in December 2016.

Breakfast Breakfast will be served in your bedroom between the hours of 7.00am and 9.00am. Your breakfast menu is attached for your convenience, you will see that we do offer a large variety of breakfast cereals, including a choice of porridge, grapefruit segments and prunes. In addition to this you may request an early morning cup of tea or coffee which will be served at 6.00 – 6.30am Cooked Breakfast Cooked Breakfasts will be served in our Dining Room on Monday, Wednesday & Friday’s. This will be served between 7.30am – 8.30am. If you would like to have a Cooked Breakfast rather than the continental breakfast served in your suite, then we ask that you request this at Luncheon on the preceding day – Thank you.


Full English Breakfast Grilled Butchers Sausage, Grilled Bacon, Hash Brown, Fried / Scrambled Egg,

Grilled Tomato, Baked Beans & Fried Mushrooms

- Boiled Eggs & Buttered Soldiers

- Scrambled or Poached Eggs on Toast

- Scrambled Eggs & Smoked Scottish Salmon

- Followed by

Coffee, Tea, Toast and Preserves

Morning Coffee Coffee and a choice of biscuits will be served between 10.00 – 10.30am daily either in the lounge areas or in residents’ bedrooms. Coffee will also be served on the terrace weather permitting. Fresh orange juice or tea will be available for residents who prefer. Luncheon Luncheon is served mainly in the dining area at 12.30pm or 12.15pm if for any reason you choose to dine in your bedroom. We at Rayners emphasis the need for well balanced meals, all our fresh ingredients are of the highest quality supplied by local shops. We like to offer a choice of wine with Luncheon to compliment the great food our chefs serve. Our chefs are also aware on the on the needs of specialist diets. We appreciate that residents will have their own personal likes and dislikes and this information will be relayed onto our Catering Team when you take up residence with us at Rayners. We are therefore, pleased to promote an alterative in addition to displayed the Main Menu of the day. We would like to inform residents that the weekly menus are displayed in reception. To enable our chefs to make the meals daily specific to your preference we must respectfully remind you that any request for an alternative menu must be received by 1.30pm the proceeding day. Therefore please inform a member of the Room Service/ Care or Catering Department and they will inform the Catering Department. A daily choice of varying sweet and coffee or tea will also be offered after luncheon.


Afternoon Tea Tea is served between 3.00 – 3.30pm this again is either served in the lounge areas or in residents bedrooms. Tea will also be served on the terrace, weather permitting. Orange juice is also available for residents who prefer. To accompany afternoon tea, fresh cakes are baked at the premises. In the instance of a resident’s birthday our chef will ask you what particular birthday cake you would like to be baked. Supper Supper is served at 5.30pm in the dining area or 5.00pm if for any reason you dine in your bedroom. Our Room Service Team will offer you the soup of the day, the special supper dish of the day, a choice of sandwiches or Cheese & Biscuits and this order will be taken at around 3.45 – 4.00pm whilst collecting your afternoon tea cups, this allowing our chef to prepare your meal. A choice of sweet and coffee or tea will also be offered after your meal. Evening Drinks An evening drink can be arranged if required, please inform the Matron or Care Manger on arrival if you wish to be offered an evening drink by our night staff. Hot drinks available are tea, coffee, horlicks, drinking chocolate or ovaltine. These will be served in your bedrooms between the hours of 9.00 – 9.30pm, biscuits are also available if required.

Additional Snacks & Fresh Fruit In addition to the above if you would like a round of sandwiches or snack for later in the evening please let us know and we would be pleased to arrange this for you. Likewise if you would like fresh fruit or beverages at any time please let a member of staff know. Gift Food At Rayners, to ensure a high standard of food hygiene and to minimise any risk of cross contamination, we do not permit any Gift Food (other than the products listed below) to be bought in by relatives/friends/representatives. We therefore, would ask that you respect our policy on this - Gift food is accepted at Rayners but this is limited to biscuits/chocolates/crisps etc. with clearly detailed ‘best before date’ and items not requiring refrigeration - On no account should any perishable items of food be gifted to residents - Thank you for your co-operation.


For Your Daily Living and Safety…

Delivery and Collection of Post All daily post for residents will be delivered to residents via our Room Service Team, This unfortunately differs from mid-morning to mid-afternoon, subject to Royal Mail delivery schedules. There is also a post box sited in reception for outward mail, please ensure that all post is placed into the box before 12 mid day for collection. We also have a franking machine, which can be used by residents to send mail, this is cheaper than postage stamps – please enquire for current costs of 1st and 2nd Class Reception and Pigeon Holes As you will have noticed we have a reception counter, behind this is the main office together with ‘pigeon holes’ for each suite number. These have been installed to place invoices for ancillary items such as hairdressing or chiropody. If for some reason your relative or representative deals with your financial affairs these invoices will be left in your appropriate pigeonhole for your representatives attention when they next visit Rayners. Would you therefore ensure that you ask at reception if there is anything in your pigeonhole on a regular basis. Cheques can then be left for the hairdresser, chiropodist or Hyde Heath Stores and these persons will collect these on a regular basis. Cheques only to be left please, no cash. Emergency Call Bells As you will see Rayners has a comprehensive emergency call bell system installed to all bedrooms, bathrooms and communal areas. Their primary function is to summons assistance in the event of an emergency. They have not been installed for any other purpose and indeed their misuse could put residents at high risk. We know that you will appreciate that the Care Team work very hard to provide a high level of care but this will be jeopardized if they are called away to answer non-emergency bells. Never hesitate to use your bell in the event of an emergency or if you require re-assurance. Fire Procedures You will have noticed that your bedroom suite is fitted with its very own optical smoke detector. These are very sensitive detectors which will notify the main fire alarm panel and sound the alarms in the event of detecting smoke. We carry out regular fire alarm bell checks and fire safety drills which will involve sounding the alarms for a short period. Please be aware that a short sounding of the bells is for tests or drills only. Only when the bells sound continuously we would ask you to evacuate the building. We care about your safety whilst you are on our premises and as an expression of that we would like to point out the following. In the unlikely event of the emergency bells sounding continuously we would ask you to comply with following;


• Immediately leave the premises following the Emergency Exits

• Do not use lifts

• Do so in as calm a manner as possible

• Do not attempt to re-enter the building for any reason after the bells have sounded

• Having safely evacuated the premises make yourself known to a member of staff who is acting in a supervisory capacity.

Thank you for reading this information to ensure a high level of fire awareness at Rayners. General Security For ease of access for residents and to enable staff to obtain immediate access to your Suite in the event of an emergency locks have purposely not been fitted to your main bedroom door. We appreciate that residents will have medication (if you choose to self-medicate) and/or personal valuable items and if requested we would gladly provide you with a lockable cabinet facility to store these items. Medication and GP Visits to Rayners All medication should be handed over to a Senior member of staff on the day of arrival to Rayners. Our Senior Care Team via our Monitored Dosage System will administer medication. If you do wish to continue to self-medicate, then this will subject to a Risk Assessment in agreement with you, your GP and us. As many local GP’s are constantly visiting Rayners throughout the week it is vitally important that residents do not arrange GP’s to visit Rayners without first informing the Matron or Care Managers. We do not encourage residents to telephone the surgeries direct to arrange non-emergency visits as GP’s may already be coming to visit another resident. We at Rayners, together with the GP’s would appreciate your assistance in this matter, thank you. Four Weekly Care Review Meeting As well as the 24 hour, 365 day of the year care and the daily visitations from our Care, Domestic or Room Service Department, each resident will have a four weekly care review meeting with Senior Care Management. This is to ensure that you are happy with everything and that we are meeting your daily needs. This informal can also be used for you to make valued suggestions to help us improve our service to you. You are welcome to invite a family representative or friend to attend these ongoing meetings if you wish.


Laundry We are pleased to offer our very own in house laundry operated by our Room Service Department. Any garments which you require washing would you please leave in a prominent position on a daily basis for the Room Service to collect in the morning from 9.00am. This laundry will be processed during that day and will be delivered back to your room the following day. Please be aware that all laundry will be machine washed and tumble dried and we can not be responsible for any items which require, Hand Washing or Dry Cleaning. Dry cleaning can be arranged, (chargeable) please speak to our Laundry Assistant, on her rounds. Activities and Outings You will see that we do offer a variety of activities throughout the month and these are published in the monthly newsletter and displayed on the notice boards. All residents are encouraged to participate in these events. If you have any thoughts on activities then please let us know we welcome all your valued opinions. We also have a selection of board games / jigsaws / playing cards available for unlimited use by residents and guests, please ask at reception. Car Parking Please inform your relatives and or friends that the cobbled area directly in front of reception is to be used for dropping off and picking up only. Cars must only be parked there whilst dropping you off or when picking you up. This should be restricted to a maximum time of 10 minutes and will allow an easy access and exit to and from Rayners. Visitors & Visitors Book We have no set visiting hours although for security purposes we would ask that visitors refrain from visiting after 10.00pm, unless prior arranged. Visitors are encouraged to visit at any time and we welcome visitors to join residents for morning coffee or afternoon tea. Visitors are also welcome to dine with residents for luncheon provided adequate notice is given. To ensure a high level of resident safety we have sited on reception a ‘Visitors Book’. We would remind all residents to inform your visitors of the requirement to sign and out when visiting. In addition to the Visitors Book we also issue Identity Cards for any Maintenance Contractors/Authorised Visitors to Rayners.


Residents Notification Book of Leaving the Premises IN and OUT Book In addition to and not to be confused with the Visitors Book, we have also in operation a residents IN and OUT book. To avoid confusion from the visitors book these pages are blue in colour. As our reception is not permanently manned 24-hours of the day, it is not always possible to inform a member of Senior Staff, when leaving the premises. Therefore this book has been provided for residents/relatives/friends/visitors to log when a resident will be leaving the premises and again is situated on reception. Whenever possible you must also inform a Senior Staff Member in person. Service Users / Residents Guide To comply with the Health & Social Care Act 2008, we have a detailed Service Users Guide which is held in the front office and can be seen at any time. Suggestion Box & Resident Confidential Care Line We are committed to Resident Satisfaction and we welcome residents/relatives suggestions for activities, events, outings and menu changes which you feel would increase the high level of service currently on offer at Rayners. All your feedback is important to us and as a reflection of this we are pleased to announce to residents and relatives of Rayners the dedicated confidential Residents Care Line - 01494 775 436. Would you like to give us a compliment or make a comment, or recommend a member of staff? Would you like to raise a concern or issue? You can either use one of our comment forms located on the notice boards or at reception and post in our suggestion box, sited on reception. Alternatively you can use the new dedicated confidential Residents Care Line 01494 775 436 (which charged as a local call charge).

Complaints Procedure Whilst we hope that there will be no need for this and we do hope that any matters can be dealt with informally through your four weekly review meetings or by a one-to-one with a member of the Management Team. However, we do have a formal Complaints Procedure which is detailed in our Terms & Conditions of Residence and a full copies are available on request. Rayners Resident Committee (RRC) We are committed to Resident Satisfaction and are proud of our RRC which is usually chaired by a current Resident of Rayners. At regular intervals meetings are held with management and other resident members of the committee to discuss matters relating to the day to day operations.


Your Home Comforts… Rayners Trolley Shop An additional feature that we offer at Rayners is our Trolley Shop this stocks small useful items such as boxes of tissues to batteries for your remote controls. There is a current price list on view at reception for your information and the trolley shop will be on display in reception one day each month. (See monthly newsletter for information). Village Stores and Newspaper Deliveries The village of Hyde Heath has a small convenience store, newspapers can be ordered direct from the store as we have a seven day a week delivery from them (Tel: 783340) They will also be more than happy to deliver small orders of shopping if you telephone them. Hairdressing Rayners has the added benefit of our very own Hairdressing Salon and our hairdressers will be more than happy to arrange an appointment for you on a regular basis. Again please speak to either the Matron or Care Manager for her telephone number. You are more than welcome to have you own hairdresser visit you at Rayners, all that we ask is that they bring their own towels. The hairdresser will charge these additional services direct to the resident. Chiropody Rayners has a visiting chiropodist coming at regular intervals. Please speak to the Matron or Care manager for the telephone number or for an appointment. These services will be charged direct to the resident by the chiropodist. Visiting Dentist We are pleased to offer the professional services of The Lindfield Dental Surgery, who are based in Rickmansworth Road, Amersham. The practice consists is operated by of Dr. Christopher Morrell and his partners and be contacted on 724414. As residents of Rayners we have arranged a special visiting service for routine examinations/checks. Obviously for more detailed dentistry work residents will need to visit the surgery. The Lindfield Surgery is a private practice and will charge for these additional services direct to the resident. Visiting Nail Care Service In addition to the above services we are also pleased to promote the services of a visiting nail care specialist / manicurist. If you wish to receive this extra service please speak to either the Matron/Head of Care or Care Manager. This service will be charged direct to the resident by the manicurist.


Optical Services We also arrange an Annual Visiting Service from a Mobile Optician. They are usually NHS approved and will have subsidized frames and lenses in addition to private frames for sale. This service will be published in our Monthly Newsletter and will be charged for directly from the Optical Company. Head, Neck & Shoulder Massage / Hand & Foot Reflexology These extra services can be arranged if required and will be charged for separately. Telephone All bedrooms have been installed with a telephone box. If you would like a telephone installed in your bedroom, you or a representative should contact reception. We will arrange for your telephone to be connected immediately. There is a separate contract and additional charges for this service which you will be expected to sign. Large Screen Installed in the lounge area, is a 5ft x 5ft projector screen and HD television receiver. This is used to show general television events, important sporting events, film nights and interactive games consoles. Please see the monthly newsletter for advertised events. WI-FI We also have FREE wireless internet installed throughout Rayners in all bedroom and communal areas. Please ask at reception for the WI-FI key. We have a PC with internet connection situated on an ergonomic desk in our library area which is free to be used by all residents. This has skype installed and our skype address is rayners.rayners Other Communication Access We also appreciate the fact that many residents’ relatives/friends will either live far away in other countries or be unable to visit for other reasons. We therefore would like to inform residents that we are quite willing to receive incoming facsimiles or electronic mail from relative/friends abroad through our fax number 00 44 1494 793529 or through our email address: [email protected] We are pleased to announce that normal black and white emails (e.g. letters) will be passed to the resident free of charge, however if picture/photographs are sent and printed a charge may be made to cover the reproduction costs.

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rayners (extra care home) limited · 2020-02-12 · this unfortunately differs from mid-morning to...

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