Frequently Asked Questions (FAQs)

Quantum Care is committed to putting our customers first. We want our future residents to feel at home when they come to stay with us. That is why we have put together these questions and answers, to give you a clearer picture of the lifestyle you can expect in a Quantum Care Home.

We recommend that if you are considering coming to stay you should visit one, or a number of our homes and spend as much time as possible looking around and talking to residents and staff. You are welcome to visit at any reasonable time and to bring a friend or relative with you if you wish. Our managers and staff are there to help you in any way they can. Please feel free to ask for more information and talk about any particular concerns you may have.

Q. What should I look for in choosing a Home ?
A. Points you may wish to consider are; where is the home located; where are local facilities in relation to the home; how you feel in the home; does it have a good atmosphere; is it homely; do you feel welcome; and do other residents like living there?

Q. Is there a room always available?
A. Not always, but if you let the manager know that you are interested we will let you know as soon as a room is available.

Q. If I own my own home will I have to sell it?
A. You should not sell your home until you are sure that you are completely happy living in one of our homes. Until you decide to sell you will need to be able to pay for your stay either from your own funds, or with the help of the Social Services Department. The Social Services Department of your local authority will assess your needs and may provide financial support for a reasonable period whilst your property is on the market. When the property is sold, however, the department may reassess you as not requiring financial support and would then be entitled to a refund of any contributions made during the time the house was on the market.

Q. Who will decide if I am eligible to stay in a Quantum Care home?
A. Prospective residents needing financial assistance towards the cost of residential care, should approach their local Social Services Team, so that they may assess both the need for residential care and the amount of personal contribution towards its cost (our staff can provide the relevant address and telephone number).

Q. Will my own doctor still visit me if I live in the home?
A. If your doctor is willing to visit you, then he or she will be most welcome. If this is not possible the manager will help you to find a local doctor who is willing to take care of you.

Q. Will there be nurses on duty?
A. No, our homes are residential and therefore do not employ nurses. We do have access to District Nurses who usually call into homes approximately twice a week, more if necessary.

Q. Will I be able to keep my own tablets and medicine?
A. Yes, if you want to. We will also be able to help you re-order your medication and arrange for your prescription to be dispensed by a local chemist. If you wish, we can look after your medication for you.

Q. Are there staff on duty day and night?
A. We have staff on duty 24 hours a day every day of the year.

Q. How many residents are there in a home?
A. This depends on the home you choose. Please ask at the homes of your choice.

Q. Do you accept couples?
A. Yes, we welcome couples. You can share one bedroom and use the other as a sitting room or have single rooms, the choice is yours.

Q. Is there privacy?
A. We aim to provide our residents with privacy. All our bedrooms are single. Each home has a number of lounges or sitting areas, some of which will have television or radio available, and others where you may sit undisturbed. You can entertain your friends or relatives in your bedroom if you wish.

Q. May I bring my own furniture?
A. We are very happy for you to furnish your room as you wish subject to any safety limits required of Quantum Care by external agencies. Please ask the manager of your chosen home about this.

Q. What about my valuables?
A. We would recommend that valuables are looked after by your family, solicitor or bank. You may wish to take out personal insurance for these. We encourage residents to keep money in a bank or building society account, rather than in a home, and we will help open an account for this if you wish. All bedrooms have a lockable container or drawers, we suggest you use this to keep your valuable items secure.

Q. When can I have visitors?
A. You are always welcome to receive visitors at any reasonable time. If you wish, arrangements can be made for your visitors to join you for a meal.

Q. Can I go out when I wish?
A. All residents can come and go as they please but we would like you to let a member of staff know if you decide to go out so they will not worry about where you are. If you wish to have a meal later than the normal time a member of staff will arrange this for you.

Q. Can I go away for the weekend or on holiday?
A. You are free to go away for the weekend or on holiday at any time. Your room is yours for as long as you require it. We do, however ask you to pay a retainer charge whilst you are away. Details of the actual charges will be discussed with you and your Social Worker, if appropriate, at the time we are notified about the holiday.

Q. Is there a choice at meal times?
A. Our aim is to provide nutritious home cooked food and wherever possible to offer a selection at every meal time. We can also cater for special dietary requirements.

Q. Can I have a bath when I wish?
A. Yes and if you wish, our staff are happy to assist you.

Q. What about my laundry?
A. Laundry facilities are available in all our homes. Our staff will do your laundry for you. To ensure your clothes are returned to you, we ask you to label all your clothes clearly with embroidered name tapes. We also suggest that you do not bring woollen clothing or articles that need dry cleaning as we do not have the facilities to deal with these.

Q. May I smoke?
A. Yes, but for the benefit and safety of everybody we ask that customers smoke only in designated areas. For your own safety we ask that you bring only natural fibre clothing, as these have more fire retardant properties than man made fibre.

Q. What about alcoholic drink?
A. Some of our homes have bar facilities available. Where this is not so, you can arrange to buy your own.

Q. Can I make phone calls when I wish?
A. Yes, you may have a telephone in your room, for private use. The home will discuss telephone rates for this facility with you.

Q. Do I have a say in the running of the home?
A. Yes, you can take part in any residents meetings that take place. Staff will always consult you about changes that may occur in the home.

Q. To whom do I talk to if I have any worries or concerns?
A. You should discuss with the manager any complaints you may have. If you feel that your problem has not been resolved satisfactorily please contact one of our Regional Managers at Headquarters. Our complaints procedure details the steps you should take if you are dissatisfied in any way.

Q. Can I bring a pet with me?
A. If you have a small pet like a bird or a fish which you can look after in your own room, and it is not likely to disturb other residents, then we will always welcome your pet. If you have a larger pet then please discuss this with the manager.

Q. Do Representatives of the Church visit?
A. Yes, visits can be arranged and you can take communion at the home if you wish. If you would like to continue attending your usual church then we will try to arrange for you to be taken there if necessary.

Q. What happens if I go into hospital?
A. We will keep your room for you as we do when you go on holiday. We do however, ask you to pay a retainer charge whilst you are away. Managers of our homes will be pleased to discuss the implications of this in relation to your personal position and full details will be recorded in your admission agreement with Quantum Care.

Q. Will I have someone to escort me if I have to go to hospital?
A. We cannot guarantee that a staff member will be available to go with you but we will endeavour to contact your next of kin so that they may meet you there.

Q. Can I try living in one of your homes?
A. Yes you can come and stay with us for up to 6 weeks to enable you to choose whether or not you wish to settle long term. At the end of the 6 week period, discussions will be held with you. If you wish to stay, the home will then be your home for as long as you need.

Q. Are there any social activities in the home?
A. Yes, all of our homes have a programme of social activities.

Q. Can I leave the home if I decide it is not for me?
A. Yes, however, four weeks written notice period is required after the initial assessment period.

Q. How can I get a place in a Quantum Care home?
A. There are several ways...

• Contact the home direct
• Through your doctor, district nurse or health visitor
• Through the Social Services Department
• Through a hospital social worker
• Through our Head Office in Welwyn Garden City

Q. Are there alternatives to residential care?
A. Yes, you may be able to manage by having support in your own home, by having day care or short stays in residential care. Day care and short stay programmes are offered at most of Quantum Care's homes. Other care facilities, for example meals on wheels and laundry services, are available from some homes.

Q. How much will it cost?
A. Our charges are based on what you can afford from your own resources or with help from the Department of Social Security and the Social Services Department of the local authority where you currently live. Details are available from Quantum Care's Head Office or by speaking to the manager of the home you are considering.