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Frequently asked questions

There's nothing better than a face-to-face chat about care but we have put together a list of Frequently Asked Questions to give you some answers to the questions that we often hear. Call us or visit to discuss any specific questions.

What COVID rules do you follow?

We continue to follow the up-to-date Government regulations and advice regarding Coronavirus-19 and we monitor changes very closely. We have thorough infection control processes and a good stock of appropriate PPE should it be needed again for COVID-19 purposes. Visits are open and encouraged and we take Residents from their homes or hospital, testing where recommended.

Can I view the home?

Yes, you are welcome to visit the home at any time, and there is no need to ring in advance to make an appointment. However, to ensure that someone has the time to spend with you, we do ask that if possible early mornings before 10 am be avoided.

How much does it cost to stay at one of the homes?

The room costs vary. This is based on the room and on the needs of the individual. Costs may have to increase if there is a large change in need and there is usually also an annual fee increase.

What care do we provide?

We provide residential or nursing care for older people, dementia care, and end-of-life care depending on the home. Please call and check what types of residents we can cater for as we will always try to visit you to meet them to assess whether we can meet their needs.

Do you take respite care?

Yes, we take respite care if you need a break a helping hand or a recuperating after an illness.

Do you offer a trial period?

Yes. This can be very helpful for prospective residents and can be discussed with each home.

Do you have visiting times?

No. We do not have visiting times although visiting after 10 pm is by arrangement with the Manager only. Visitors are welcome to join us for meals, activities and events. All we ask is that you sign in and out of the visitor's book and make yourself known to a member of staff so that they can make you a drink.

Am I allowed out and about?

Of course. You are free to be at the home as much or as little as you choose. You can keep going with all your previous activities and visiting and we can help you if we can. We love helping residents attend family events if we can as well.

Are you regulated and inspected?

Yes, we look forward to being inspected regularly by the Care Quality Commission (CQC) so that we can let them talk to our service users. The CQC regulates and inspects all Care Services and their website is not only a great way of finding local care services, it also shows you recent inspections so that you can see what the inspectors think of the home. All of the Kew Care Group homes are rated “Good” by CQC and we are constantly looking for ways to improve and make that rating “Outstanding”.
There is also a link on the page for each of the homes to their CQC inspection report so do have a look.

Is there a choice of food at meal times?

Yes, there is a choice at every meal time and kitchen staff are enthusiastic about offering a varied home-cooked daily menu choice. Every resident has a person-centred care plan and this will include dietary needs and likes and dislikes.

What is there to do during the day?

We offer a variety of activities five days a week in groups and with individuals one-on-one. We can send you a copy of our activities schedule or come and visit to pick one up and see the activities going on. We also have seasonal events and celebrations and as many trips out as possible. We have televisions, games and puzzles and many people spend time socialising with other residents or with visitors.

What is excluded from the care home fee?

Hospital appointment escorts, private taxis, newspapers, hairdressers, chiropody and shop items bought from the home are all excluded from the fee.

How much financial help can Social Services give and how does it work?

Social services use a means test to assess whether they will help contribute to the cost of care and their current level is £23,250 in savings and/or capital in a property. If you speak to the home that you are most interested in, they will be able to give you the contact number for your local Local Authority Social Services for more advice.
This website has some great details about how permanent health care can be paid for and how the system works.

What is Continuing Health Care?

This is a fund of money from the NHS to pay for care for people who need a lot of nursing input and are very unwell. It is carefully assessed and usually only given to some Nursing Home residents.

What is the FNC or RNCC?

Funded Nursing Care (FNC) or Registered Nursing Care Contribution (RNCC) are the same thing. They are a weekly payment made by the NHS to cover the nursing part of your care home if you are in a Nursing Home and have been assessed as needing Nursing Care. This will be a small part of your weekly fee in a Nursing home and the rest will be paid by the Local Authority or privately.

What are the staffing levels?

We have most staff in the mornings when people are busy getting up and there are staff on 24 hours a day and 7 days per week. This includes housekeepers and laundry staff, cooks, kitchen assistants, and maintenance. The Management Team includes the Registered Manager (registered with our regulator CQC) and the Administration or Business Manager who tends to deal with invoices and finances. There is an on-call system so that staff can get hold of the Manager/Deputy or Senior or the Registered Provider (Josie Dalli) at any time. Each home can provide you with a detailed breakdown of the number of staff on duty at any time of day so do ask.

Can I stay if I become unwell?

Yes, if someone is very poorly or has a fall they may have to go to the hospital but we work closely with the GP and with you and your family to make a plan so that you can stay with us if possible. Our residential homes can sometimes struggle with residents when they need permanent hoisting but Westbourne Nursing Home is well used to this. We can help when our residents progress to needing End-of-life care to provide a peaceful and dignified environment with the help of visiting health professionals. Very occasionally if dementia becomes very challenging we may have to work with families to find a better place to keep the resident safe which is set up exclusively for dementia care.

Am I allowed to smoke?

Some of our homes are strictly no smoking but others have a designated smoking area outside for residents who smoke.

Do you allow pets?

Unfortunately, we do not usually allow pets. We welcome relatives to bring in pets when they visit, and the homes have we have PAT (Pets as Therapy) dogs that visit regularly. At Green Willow, the Manager's dog is around the home sometimes seeing residents who ask to see him. We also have visiting exotic or farm animals at times during the year.

Do you do laundry for residents?

Yes, we provide a full laundry service but do ask that all clothes are well labelled. The office can help to recommend labels.

How are continence products supplied?

Continence products are supplied by the NHS following a continence assessment.

What happens prior to admission?

Prior to admission, we will undertake a thorough pre-assessment. This is useful to get to know a person and to ensure that we can offer the right care to meet your needs.

Can I bring my own furniture?

Yes, we encourage residents to personalise their room with furniture, pictures and any other items.

Are the rooms en-suite?

Most of our rooms are en suite with a toilet and basin. A few rooms in some of the Kew Care Group homes have full bathrooms en-suite and a few rooms just have a basin with a nearby communal toilet and bathroom.

Further help and advice

If you have any further questions please feel free to call or email us or come and visit.

There are a great many useful websites to help you look for Care Homes and to answer any questions that you may have. Here are some of the most useful:

These last two have trip advisor style reviews from service users so that you can hear about our homes in people's own words.