Service User Guide


1. Welcome

2. Summary of the Purpose of the Home

3. Support and Facilities

4. People for Whom the Service is Provided for

5. Accommodation and Communal Space

6. Service User Views and Quality Control

7. The Quality of Service to you

8. Compliments, Comments and Complaints

9. Key Policies and Procedures

10. Main Terms and Conditions of Service

11. Commission for Social Care and Inspection

12. Directory of Addresses

13. Example of Service User Questionnaire

14. Complaint Form and Policy

15. Service User Contract


Welcome to Goldcrest House. This guide gives you information about Goldcrest House and what we can offer.

We will provide you with the assistance you need as detailed in your Care Plan. This has been drawn up and agreed with you, following an assessment of need by the Registered Manager and senior staff team of Goldcrest House.

This guide gives you information about what you can expect and what to do if you are unhappy about the care you are receiving.


The aim of Goldcrest House is to assist you to live as independently as possible in the home, enable you to live as full and interesting a lifestyle as possible, and to experience normalisation and inclusion into the community.

To recruit and train suitable Care Workers to assist you with tasks that you have difficulty with, or carry them out for you if you are unable.

The aim of Goldcrest House is to provide exceptional care support and assist individuals in promoting health, well-being, independence and an overall improved quality of life within a value for money service that is reliable and responsive to Service User  needs and preferences.

Goldcrest House aims to foster an atmosphere of care and support which both enables and encourages Service Users to live as full, interesting and independent a lifestyle as possible with scope and duration of our service provision being kept to a minimum, in line with an agreed Care Plan.

To ensure that at all times, services are provided which comply with the Minimum Care Standards Act for young Adults 2000. In particular Regulations 31-36 of those regulations that refer to the arrangements for the provision of staffing.


The Registered Manager has 13 years of experience working within a care home management environment working with adults who have autism and learning difficulties.

Staff within the home meet the CQC regulations with regards to NVQ training, and are trained in house with 5 units of LDAF based modules, the first one being an awareness of Autism. All have carried out the minatory training required of care staff.

The Registered Manager will visit you and undertake an assessment of your needs.

He will carry out a social care assessment with you to identify what support you may require at home, to meet your needs. This assessment will be based on the ‘Triad of Impairments’.

A copy of this assessment will be left in your service user file for reference by your Key Worker and Care Staff.

Your Key Worker and Home Management will also conduct Risk Assessments in order to ensure that staff understands how to meet your needs in house and out in the community safely. A copy of these assessments and a Care Plan will be in your Care File for reference by your Care Worker/s.

Your Care Plan and Risk Assessment will be formally reviewed each year by your allocated Key Worker to see if your needs have changed. Your Key Worker and Care Staff will monitor your care plan and if at any time it is felt your needs have changed he/she will let the Home Management know, who will ensure you care plan and staff are updated on the changes in your need.

The name of your Key Worker who will be responsible for your care is:


You can contact this person if you have any queries or concerns about the care we provide to you. If this person is not on shift please contact a duty senior or manager.

All of the services listed are provided by Care Workers who are focused on ensuring your needs are met.

Practical tasks include:
• assisting you making or changing your bed
• supporting you while shopping
• supporting you in the community
• supporting you at College or work placements
• assisting you with your laundry and ironing vacuum cleaning light domestic tasks – washing dishes, dusting, cleaning of toilets and bathrooms etc.
• assisting you with cooking you meals

Personal care includes assistance with:
• washing
• shaving
• oral care
• dressing
• toileting
• continence care
• feeding
• assistance with medication
• assistance with getting up or going to bed.

Your Key Worker and Care Staff will
• Complete the tasks in your care plan
• Be polite and courteous
• Maintain a good standard of appearance
• Keep all your personal and financial matters strictly confidential
• Respect your rights and dignity and promote your independence at all times
• Respond to changes in your needs and help to put you in touch with other agencies when necessary
• Show respect for your belongings and personal standards
• Have the knowledge, skills and competence to carry out their work with you

The home uses various communication techniques and strategies for service users with communication difficulties. These mediums will be Pecc’s, Widget, Makaton and photo / picture sequencing. Teacch boards will be used to itemize any timetables and agendas.


Goldcrest House is a 16 bedded residential home that provides a range of services for Service Users who fall within the following groups:
Adults with Autism and Sensory Impairments
Adults with Learning disabilities


The home has 16 bedrooms, all with en-suite bathrooms, 1 dining room with conservatory lounge and TV area, 1 communal TV lounge, 1 relaxation area with library, a 1 multi-sensory room, and a standalone leisure complex comprising of a gym area which includes a pool table, table tennis, darts, and cardio gym equipment. Our activity programme is enhanced by a kitchenette for cooking and baking cakes supporting service users to learn about nutrition and healthy eating. The home also has an outside sun terrace sitting area and a grassed lawned area.


We always seek to ensure you get the best possible care. Staff undertake quality assurance visits and quality control checks. These visits enable us to improve services by acting upon your feedback.

Annually a Review will be carried out and will involve all professionals involved in your every day life, your family members, Key Worker and your Social Worker to ensure that your needs and expectations are being met. You will have the opportunity to talk with them directly and have a friend or relative present.

Once a year, you will be given a questionnaire asking you to record your satisfaction or otherwise with the care you are receiving. The results of the survey will be collated and monitored to ensure that we are meeting your needs. This survey will be made available to the CQC Inspector at our yearly inspection.


Goldcrest House welcomes any Comments, Compliments or Complaints about the services delivered or how to improve the care services provided. All comments, compliments or complaints about the service provided can be made verbally, in writing and will be treated seriously. Compliments or complaints can be made to Department or the Commission for Social Care Inspection.

You have the right to make comment or complain about:
• A service you have received
• Lack of service
• A plan or decision affecting you or someone close to you.

It is your right to have your complaint fully investigated. Unless we know of your concerns we cannot help you, so please let us know.

You will find a complaints form at the back of this booklet. Please use the form to tell us what you think of our services.

You also have the opportunity to complain to the Commission for Social Care Inspectorate or your local Social Services Department at the appropriate addresses listed in Useful Addresses.

If you are dissatisfied with the way the complaint is dealt with or with the outcome of the investigation, you have the right to appeal. If this situation occurs you can telephone or write to the Registered Person at the appropriate addresses listed in Useful Addresses.


Maintenance of Confidentiality

We will respect any information you give us about yourself in confidence. Your Key Worker will restrict access to information to care staff within Goldcrest House and other relevant professionals. Any breaches of confidentiality by any member of staff will be dealt with through the company’s disciplinary procedures.

Your details are held on file as a pen picture include; telephone number of your next of kin, GP and any other relevant details that care staff may need. Information will only be disclosed to others with your consent or if it is required by law.
Handling Your Money

Financial transactions will be carried out by Goldcrest House Staff on your behalf unless you are able and competent to handle you own financial affairs. This includes;
• Shopping
• Deposit and/or Withdrawal of money from the Bank, Building Society or Post Office
Financial transaction are backed up with a Service User Requisition Form which details any financial transactions undertaken the Homes management on your behalf and the reasons for it.

Gifts and Hospitality

On occasion you may wish to express your thanks to a Care Worker by making a gift. Goldcrest House feels it is extremely important to maintain a professional service and does not allow staff to accept gifts, including money or gift vouchers.

Bequests in Wills

Staff are not allowed to accept bequests under wills. Neither are they allowed to act as witnesses on wills or any other legal documents regarding the Service User.

Safe Keeping of Keys

Your bedroom will have a lock to maintain your privacy and dignity. You will have a key for this lock which is your responsibility to look after it. Should you loose the key it will be replaced at your cost? Staff will have a master key for this lock in case of emergency.


If all of your care has been arranged by a Social Worker and the Local Authority is the purchaser then there are no fees liable to Goldcrest House from you. There may well be an arrangement in place whereby you will be expected to make a contribution to the Local Authority towards the cost of your care, following an assessment of need. If so this will be arranged by your Social Worker and they will provide all the necessary details to you.

You will be issued with a service user contract which will itemise who the contract is between, your name, your room number, funding body, social worker and who supported you in filling out the contract.

All documents will be signed by yourself and whoever helped you fill out the document, and will be issued in a format that is understandable to yourself.

If for any reason the placement breaks down your fund provider will be issued with 28 days notice. Likewise if your placement breaks down through your fund provider being unhappy with the service being provided to you we will require 28 days notice.

The home has an ‘entry till death’ policy therefore you will not be asked to leave because of age or health reasons unless the home can not manage your ill health.

Equal Opportunities

Goldcrest House aims to satisfy the needs of Service Users by providing equal opportunities for its members irrespective of their sex, age, racial or ethnic origin, physical and mental disability or sexual orientation.

Staff Rota Hours

Within this base cost is a calculation of staff salaries or wages per 24 hour period. To enable costings from April 2014 this is calculated at an average hourly rate of £13.00 per hour. The staff rota is designed to ensure Service User needs are met and are in line with CQC requirements.

9-5 Leisure, Activities and Learning Costs

Within this base cost is a figure to cover the cost of a Programme Facilitator who is responsible for the home’s recreation, leisure and education for each service user. This will be person centred and take into account each service user’s personal ability.

General Building and Maintenance Costs
• Building costs
• Security systems and maintenance
• Gas/ Electric/Water
• Painting/Decorating
• Refuse collection
• Rates
• Repairs & Renewals
• Cleaning and Laundry services
• Cleaning equipment and materials (in house)
• Repairs & Renewals
• Consumables

Food and Drink
• Breakfast, lunch, Dinner and supper
• Snacks and special functions e.g. BBQ and Parties. Alternative meals at restaurants and takeaways will be paid for by the home only when it is an alternative to a main meal and not as an addition.
• Insurance and liability
• House, contents, staffing and minibus insurance
• Repairs due to breakages not covered by the Insurance. Not included is insurance for personal belongings or personal injury

Management, legal and accountancy costs
• Management of home
• Accountancy and administration costs
• Solicitors’ fees

• National Care Standards
• National Autistic Society Accreditation

• Stationary
• Telephone and broadband facilities
• Home improvements and service development
• Contingency and crises management
• Company operating profit.

Breakdown of Costing Above the Standard Fee
1. Maintenance
This is an individually assessed element of the placement to reflect damage. Such damage can result from patterns of repetitive behaviour, such as dismantling equipment or stripping off wall paper or through more explosive behaviours, such as throwing equipment or smashing windows.
• Repair of damage to doors, windows, fixtures
• Repair of damaged wallpaper, painted surfaces and furnishing
• General ware and tare of furniture, beds and bedding and accessories

2. Access
This is another individually assessed area that covers the cost of work and educational placements, access to the community and outings and holidays. It takes account of the cost of extra staff support, whether such outings need to be exclusively for the individual or can be one of a group and the costs of transport.

Recreation and Holidays
• Day trips (admission or cost of day package) Specialist events such as concert tickets or shows are not included.
• Seasonal booking events e.g. Christmas Party
• Holidays in the Homes Holiday Caravan at Scarborough

Minibus and Transport
• Access to company vehicles, including capital and current costs, modifications and staffing requirements
• Alternative transportation costs

Occupational, educational and other training needs
• Access to meaningful daily occupational and or training activities
• Materials and equipment
• Meetings and related requirements

3. Shared Areas
This covers the costs to the service of the individual’s access to the shared areas in the company’s homes. Each house has its own range of shared areas and service users vary in the extent to which they can share access to these areas; for example some service users are generally comfortable and enjoy being with a group of other residents and staff, occasionally wanting to have some space by themselves or one to one with staff.

Other service users find it hard to be with others and prefer to spend most of their time alone or with staff. It is important that each person can have access to these areas at the level that is appropriate for them, without having to be in their own room.

4. Staffing
This is again an individually assessed cost reflecting the levels of staff supervision, support and assistance that the individual needs, over and above the base costs.

This may be the case of extra one to one hours required because a service User requests or requires reassurance of staff support where they may normally be assured without it. This may be required after an incident with other service users or just for service user requested time.

5. Support Staff
The final individually costed element reflecting the level of extra support the individual may require above the hours allocated in the base figure.
• Educational Psychologist base line assessment carried out within 6 months of the placement taking place, and thereafter should the need be required.
• Autism Specialist assessments where required.
• Extra staff support when visiting hospitals, doctors, local nurse
• Time required by Management, Keyworkers and staff in preparing intermediate reports and reviews regarding the visits.


This is a National body, which regulates the conduct of Residential Care Homes. There are a number of Regional Offices from which Commissioners carry out their duties.
The address and telephone number of the CQC Regional Office which is responsible for regulating your care can be found in the Directory of Addresses.
The CQC can be contacted by telephone or in writing. If you are unsure how to contact them please enquire how to with the Registered Manager.

This document along with the Care Plan and Service will remain open and under constant review.