Our Care
At Cardinal Healthcare, we believe that quality care is fundamental to our mission. We strive to provide accessible, comfortable, clean, secure, and safe accommodation that meets the highest standards of dignity in care.
Our approach to care is centred around the individual. Our care and treatment is underpinned by principles of equality, diversity and choice. Our compassionate care teams celebrate uniqueness, individualisation, and cultural diversity to ensure that our residents and employees feel respected, cared for, and safe.
We take great pride in the rigorous recruitment process for our staff, in line with best practice guidance. Our Care Home Managers are registered with the Care Quality Commission to ensure competence and fitness, and they bring extensive managerial experience to our homes. To provide our staff with the best support, we have engaged a well-known external HR and health and safety advice consultation group that offers 24-hour support.
At Cardinal Healthcare, we recognise the importance of promoting health through good nutrition and hydration, and our catering staff provide home-cooked, wholesome, nutritious meals that offer a variety and choice to meet each person’s needs. We can cater for special diets and provide meals for various ethnicities as required.
We aim to prevent social isolation and promote mindfulness and wellbeing by providing a range of leisure, social, and recreational opportunities tailored to each person’s needs and assessments. Our Activity Coordinators are dedicated to promoting the wellbeing of our residents and ensuring that they feel engaged, stimulated, and fulfilled.
The Cardinal Senior Management Team reviews our services weekly and provides leadership and direction to our homes at all times. Our commitment to quality care extends to every aspect of our operations, and we are always striving to improve our services to meet the evolving needs of our residents and the wider community.
Our care
Good Food and Nutrition
We recognise that homemade, wholesome cuisine is crucial for fostering a satisfying and healthy lifestyle, based on research findings. Food plays a vital role in the well-being of every individual, and we strive to provide the best food and drink possible. Our culinary team will take the time to learn about your food preferences, including cultural, ethnic, and religious preferences, and will document any special dietary requirements in your care plan for the catering team to follow. You will be presented with daily, seasonal menus that cater to your preferences, and the menu will be adjusted based on your feedback. The menus will always contain fresh produce, and a copy of the daily menu will be displayed. Should you have specific dietary needs, we will obtain advice from your GP or dietician to ensure they are met. All meals are freshly prepared daily, and you have the option of enjoying them wherever you like. Snacks and drinks are also available throughout the day.
Quality and Compliance
We have implemented a rigorous system of internal auditing to ensure the consistent delivery of high-quality services. Our audits are based on industry best practices and encompass all aspects of our operations, including premises, staffing, and care services. In addition to regular audits, we conduct monthly unannounced Provider Visits to solicit feedback and assess the quality of our services. Furthermore, we conduct Home Review Audits every three months, which are based on the regulations established by the Care Quality Commission (CQC). These audits allow us to identify areas for improvement and develop a comprehensive continuous improvement plan to ensure the ongoing refinement of our operations.
Social Activities
We know that moving to a care home is a big step and it's important to feel at home right away. Our care services are designed to be inclusive, nurturing, and exciting! We believe in helping residents continue their hobbies and interests, as well as encouraging them to try new things. Our staff are always happy to help out, whether it's with a craft project or a game of bingo. We want you to stay connected with your loved ones and the world outside, which is why we offer video conferencing, social media, and computer classes. And if you're feeling a little shy, don't worry - we'll help you break the ice and make new friends. We also love getting involved with the local community! We welcome schools, churches, and other groups to come visit and join us for activities. So let's have some fun and create new memories together!
Person Centred Care
At our care homes, we recognise the importance of true person-centred care, where people are at the heart of their own care. We value the significance of your care and treatment, and strive to ensure that you are an equal partner in planning, developing, and monitoring your care plan. To facilitate this, we conduct a pre-admission assessment of your needs and work closely with you and your family to identify the best possible way to support your care. We maintain a digital care plan that is regularly reviewed and updated with any changes discussed with the care team to ensure that all of your changing needs are met. Our staff respect your values, preferences, wishes and expressed needs, and are committed to facilitating effective communication to ensure that you feel comfortable and safe. Our goal is to provide you with high-quality care and emotional support while ensuring access to the appropriate treatment whenever necessary. We are convinced that putting you and your family at the centre of decision making is crucial to achieving the best outcome. To ensure your satisfaction, we arrange regular meetings with you for reviews and provide questionnaires to obtain feedback about the care and treatment we provide.
Admissions Procedures
We conduct a comprehensive pre-admission assessment to ensure that all your needs can be met. Your admission will be discussed with you and, with your consent, your family, friends or any representative(s) that may be necessary. Once admitted, each resident is assigned a dedicated named nurse who will oversee and evaluate their care and treatment plan. Additionally, key workers will be assigned to coordinate the care plan activities. In exceptional circumstances, emergency admissions may be accepted when the health or safety of individuals is at risk. These admissions are typically referred by professionals such as Social Services.
Monitoring Quality
We operate a system of internal auditing to monitor and sustain the quality of the service we provide. The audits are based on best practice. We audit the premises, the care, the staffing and we examine documentary records. We have monthly unannounced Provider Visits to check on the homes and to obtain feedback about the quality of services. We work very closely to SteRee Consultancy Group who complete unannounced monthly inspections. We test the homes performance every three months using a Home Review Audit based on CQC’s regulations. From this we develop a continuous improvement plan for monitoring.
Nursing Care
Our care philosophy revolves around person-centred care that is rooted in a thorough assessment of individual needs covering personal care, healthcare, and social needs. Our assessments are meticulously documented in a digital care plan. Your care plan will be overseen by a dedicated named nurse and keyworker who will plan, implement, evaluate, and supervise your treatment. We regularly review your care plan to monitor progress, assess the effectiveness of any treatment, and identify any changes in your condition to enable our care team to respond quickly and effectively to changing needs. Our homes are staffed by experienced registered nurses who are regularly supervised and supported to ensure the highest standards of nursing practice. Our care team and ancillary staff are trained to deliver high standards of care and treatment. We use daily flash meetings to promote effective communication and support our residents throughout the day. We take pride in our ability to provide comprehensive assessments, a skilled care team, and effective communication to ensure we can deliver on your person-centred care plan.
Complaint Procedure
Our organisation values feedback from our service users, representatives, visitors, regulatory bodies, and stakeholders. We encourage individuals to voice their opinions and concerns so that we can continuously improve our services. If you have a complaint or concern about any aspect of our home, we request that you inform the Home Manager or a senior member of staff. They will investigate your concerns thoroughly and keep you informed of the outcome. We strive to resolve all complaints as quickly as possible. If you remain dissatisfied with the response of the home, or if you choose not to contact the home, you can contact our Operations Manager, Dan Lipscombe or Ms Diana Adlam, who will review the matter and respond accordingly. You can reach them through email, telephone, or in writing. Our contact details are provided below: Dan Lipscombe Operations Manager Cardinal Healthcare Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT M: 07782639183 Tel: 0193 253403 Email: [email protected] Ms Diana Adlam Executive PA to the Director Cardinal Healthcare Image Court | 328 / 334 Molesey Road | Walton on Thames | Surrey. KT12 3LT M: 07852571994 Tel: 0193 225 3403 Email: [email protected] If you are still not satisfied with the response from Cardinal Healthcare, you can contact the Local Government Ombudsman (LGO). They provide a free and independent service and can offer advice and register your complaint. Please note that the LGO usually expects providers to have the opportunity to respond and resolve complaints before they investigate. You can contact the LGO Advice Team through email or telephone: Tel: 0300 061 0614 Email: [email protected] Website: www.lgo.org.uk Finally, please note that our services are registered with and regulated by the Care Quality Commission (CQC). While the CQC cannot intervene in individual complaints about providers, they welcome feedback on our services. You can contact them through their website or by post: Care Quality Commission National Correspondence Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA Tel: 0300 061 6161 Website: www.cqc.org.uk/contactus.com
Living with Dementia
We take pride in providing dementia care in a secure and nurturing environment that is designed to promote independence and well-being. Our homes are equipped with safe, clearly defined areas and signage, enabling people living with dementia to move around freely and safely. We also offer private, secure gardens with easy access and pathways to provide residents with the opportunity to enjoy the outdoors and improve their overall sense of well-being. Our staff undergo extensive training in supporting individuals living with dementia, and our Activity Co-ordinators are specially trained as Dementia Champions. They understand that caring for people with dementia is not just about carrying out practical tasks, but also about creating an environment that is free from restrictions, evokes positive memories, and provides access to outdoor spaces. To promote participation and wellness, we utilise various forms of therapy, including reminiscence therapy, memory boxes, personal photographs, and music therapy. Our aim is to create an environment that fosters a sense of safety, security, and belonging, where individuals living with dementia can thrive and enjoy life to the fullest.
Your Treatment & Medicines
If assistance is required to manage medications, our care team adheres to the guidance provided by the National Institute for Health and Care Excellence (NICE) to ensure that all prescribed medicines are administered to you as directed. Our care services have established clinical procedures in place that provide clear guidance to our staff on how to effectively manage your treatment and medications. Our team undergoes regular training in medication management and clinical staff receive annual competency assessments to promote the safe administration of medicines and ensure effective treatment. If additional support or guidance is necessary, we may refer you to specialist teams in the community. We subject our medication provision to an annual evaluation by our pharmacy advisory service and take prompt action on any recommendations made. We also offer regular contact with general practitioners and health reviews to help you maintain optimal health. If you prefer to self-manage your treatment and medication, we can provide the necessary support to help you do so.
Cardinal Healthcare are long-standing proud sponsors of:
