Ashgrove House

Because We Care

Information & Frequently Asked Questions

You’re bound to have a lot of questions about Ashgrove House. We’ve tried to answer the most common ones below. If there is anything you’d like to know that isn’t mentioned below, then please get in touch and a member of staff will be glad to help.

Read More

Comments & Suggestions

It is really important to us to understand and listen to our resident and relatives feedback. We understand this is the best way we can continue to improve the quality of our service.

We have feedback terminals at the entrance of the home. This system allows us to gain your feedback quickly and keep making our home an even better place to live.

Residents & Relatives Meetings

We hold regular residents and relatives meetings. These meetings give an opportunity for questions to be asked and suggestions made. Our activity co-ordinators collate these questions and feedback and provide an answer at the next meeting.

Be sure to check the events notice board for the next meeting date.

Your Information and Data Protection

Your doctor, health and social care professionals will keep records about your health, treatment and care. These records help to ensure that you receive the best possible care. Our guiding principle is that whenever we are holding your records it will be in the strictest confidence.

All information is stored in accordance with the Data Protection Act 2018.

Frequently Asked Questions

What are your fees?

Our fees are dependent upon an individuals requirements and needs, as identified during the pre admission assessment as well as the choice of the room available. Fees are discussed prior to admission along with arrangements for how to make payments.

What is your policy towards personal monies?

Whilst we cannot accept responsibility for residents personal finances or belongings. We can hold small amounts of personal monies on behalf of residents to meet their immediate needs. A full statement of transactions can be requested via the home management.

Do you insure valuables and personal property?

We understand that your valuables are important to you, and for this reason it is important you have these items insured. We can advise you on getting insurance however we cannot take responsibility for any personal items or valuables.

What information do you require with regards advocacy?

We will need to know your next of kin is for legal purposes and emergencies. Please let us know during the admissions process if you have a lasting power of attorney, court protection order, legal advocate or independent mental capacity advocate (IMCA).

Do you offer legal advice on site?

We cannot advise on making a will or other legal matters but we can assist you in finding a professional to advise you.

Will I be allowed to vote whilst I am a resident at Ashgrove House?

Once you are a permanent resident here, you will be entered onto the electoral roll. Please let us know if you need any assistance in using your right to vote. A member of the team will be happy to help you.

Can your staff accept gifts and gratuities?

We are motivated and proud to be able to provide care to all our residents. However, please understand that it is company policy for colleagues not to accept individual gifts or gratuities.

What is your complaints procedure?

We hope your time here is happy and problem free. Our feedback terminals enable you to give feedback at any time of the day. However, if you wish to voice your concerns formally our procedure is below:

  • If you have a complaint about any aspect of the service please speak to the home manager.
  • We will always do our best to resolve a complaint as soon as possible and we shall inform you about any actions to be taken to resolve the problem.

More information on how to register a complaint is available and displayed within the home, just ask a member of the team.