Referral and Admission

May 2014:

Policy Statement

Woodlands & Hill Brow Ltd understands that looking for and moving into a care home is a stressful time for all concerned. The Homes believe that much of the success of a period of residence lies in making the correct decisions and taking appropriate action at the time of a resident’s referral and admission. The home works to implement guidance contained in the Care Quality Commission’s Guidance about Compliance: Essential Standards of Quality and Safety, Outcome 4: Care and Welfare of People Who Use Services and to current best practice on ensuring that placements are well handled and successful.

Aim of the Policy

This policy is intended to set out the way in which Woodlands & Hill Brow Ltd handles referrals of prospective residents, makes sure that all parties involved are satisfied that we are going to be able to meet their and/or their loved ones needs, and organises the admission in ways which ensures a smooth transition into the Home and gives the new resident the best possible start to their life with us. Due to this Woodlands & Hill Brow employs a Residents Liaison Manager who working closely with the respective Homes Managers, will oversee and be the point of contact for prospective residents and all concerned with their welfare, during the referral and admission process.

Policy on Referrals and Admissions

  1.  Referrals from statutory bodies — In the first instance we expect a care manager or someone occupying a similar post in a health or social services agency to contact the Residents Liaison Manager or the homes manager informally if they wish to propose a service user as a prospect resident. The manager will discuss the vacancy position, time scales and so on, and if appropriate request formal details of the service user. The agency will then be expected to send us a full written needs assessment. We for our part will supply copies of the home’s statement of purpose and any other information requested. A meeting with the prospective resident, preferably in the form of a visit accompanied by the care manager or by a relative or friend will then be arranged. If the service user would like us to meet them in their own home or at another location, that can be arranged.
  2.  Self-referrals — A prospective resident who intends to pay for their own care will probably not have had a full assessment by a statutory agency. On a resident’s making an enquiry to the home, therefore, a qualified member of staff will carry out its own needs assessment equivalent to that provided for a funded resident. A key aim of the assessment is to make sure that the home is fully aware of the person’s needs and has the resources to meet them. The home will make a decision about admitting the person on the basis of this needs assessment and a contract will then be discussed.
  3.  Pre-admission visits — We will try to give a prospective resident as full and honest an impression of the home as possible. They will be offered the chance to talk with the Residents Liaison Manager and the Home Manager and other appropriate staff, to speak with other residents, to take a meal with residents, to view the house and grounds, and then to talk privately with their relative or representative. We understand that they may be visiting more than one home and we want a resident to make a positive, informed choice to come to this home.
  4.  Meeting needs — In line with its registration requirements, the home must be satisfied that it is able to meet the needs of any prospective resident before agreeing to an admission. We will discuss this issue with the prospective resident and their relatives or care manager as appropriate, and if it is necessary to decline to admit someone who wishes to come to the home we will frankly tell them the reasons. We believe that clarity at this stage can avoid a much more painful breakdown of a placement later.
  5.  Trial visits — Where possible we will endeavor to offer every prospective resident the option of a trial visit or period of residence and will discuss and agree the terms and conditions of the “trial period” with the person and their representatives as appropriate.
  6.  Admissions — If everyone is satisfied that an admission to this home is the right step, we will make arrangements for the resident to be admitted. We may suggest that if possible they should be accompanied by a friend or representative on the day of admission. We will provide information as to the name of their named nurse and key worker, where possible allocating those staff at the appointed time to make the new resident welcome, introduce the new resident to other staff and residents, help them settle into their room providing whatever help is required, and to be a point of reference for any further information the resident needs.
  7.  Emergency admissions — We try to avoid emergency admissions but recognise that situations sometimes arise which make rapid action necessary. In these instances we try to operate in the spirit of the procedures governing planned admissions and to gather and supply all necessary information as soon as possible. The referring agency or person should provide sufficient information for the home to determine that the prospective resident has needs broadly within the services and facilities offered by the home.
  8.  Settling in — We will provide all possible help to make the new resident’s introduction to the home as comfortable an experience as possible, will introduce them gradually to the home’s policies and procedures, and will set in motion as soon as possible the drawing up of their care plan.



Procedure for Referrals and Admissions

  1.  It is recognised that initial enquiries to Woodlands & Hill Brow Ltd for care are often made by telephone call. All staff involved with receiving calls must respond appropriately and ask key questions found on the Homes enquiry form. The Homes website also encourages enquiries to be made via email. Any member of staff taking an enquiry must ensure that the said enquiry is recorded on the Homes CareSys system and flagged to the Residents Liaison Manager or Homes manager in her absence, within 2 hours of the enquiry being taken.
  2.  Once in receipt of an enquiry the Residents Liaison Manager will attempt to contact the enquirer within a 2 day time frame. She will discuss the needs and requirements of the prospective resident, arranging a visit to the home as appropriate, send out information about our services and provide helpful and clear information about usual timeframes for decision making and availability of places. At this time informal discussion will be had regarding the funding of care for the prospective resident, offering guidance as appropriate.
  3.  Show rounds for prospective residents and those involved in their care are undertaken where at all possible by the Residents Liaison Manager, in her absence show rounds are to be arranged with the Homes Manager/Deputy or a member of staff trained in show rounds. At the show round the prospective residents needs and requirements will be listened to and recorded, and information given about our homes, our ethos and how our homes can best meet their requirements now and in the future. It is essential to obtain all the necessary information to decide about the person’s eligibility in terms of whether they meet the homes registration criteria and the ability of the home to meet their needs, including their cultural, religious, dietary and other needs. All such information is to be entered onto caresys. All those involved in the prospective residents care must be assured that the obtaining of information about the persons needs will be treated in confidence by the home in line with its confidentiality policy and used strictly on a ‘need to know’ bases.
  4.  All prospective residents or their next of kin will be requested to complete a Paying for Care information form. This form will be used to offer help and advice regarding the potential resident’s needs and funding as appropriate and must be completed prior to any assessments of need being undertaken. In some instances it might be necessary to obtain further information about a prospective residents needs from other professionals and agencies. To do this consent will be required from the individual or (if the person is known to lack capacity to give their informed consent) from their NOK with Power of Attorney. This is in line with CQC Outcome 2: Consent to care and Treatment.
  5.  Show rounds should conclude with agreement with all parties as to the way forward and time frames. Within three week of a show round feedback questionnaires will be sent out to the enquirer.
  6.  Prospective residents whose requirement and needs are not immediate should be place as appropriate, on the homes waiting list with agreed time frames for contact confirmed.
  7.  Prospective residents whose needs are imminent will be discussed with the appropriate Homes Managers and on completion of the Companies Paying for Care form, arrangement for detailed assessment of needs visit to be undertaken, either in their own homes, hospital or other as required. On completion of the needs assessment the Homes manager will discuss the outcome with the Residents Liaison Manager, and arrange for any further reports as may be required from outside agencies or other professionals involved with the prospective residents care and welfare. The Residents Liaison Manager will then be responsible for ensuring contact is made with the prospective resident and/or those involved in their care to discuss the outcome. If it is agreed that the Home can meet the needs of the individual and all concerned are in agreement that the individual should move to the care of Woodlands & Hill Brow Ltd, care fees, deposits and dates will be discussed. The Residents Liaison Manager (or homes manager in her absence) will then commence a New Residents Starter form and pass this to finance administrative staff for admission/starter documentation and contracts to be prepared and drawn up as appropriate. The starter form must then be utilised to prepare the residents care file and sent to the appropriate home manager for completion.
  8.  Where appropriate the prospective residents NOK will be asked to attend further meetings with the Residents Liaison Manager and/or Homes Manager prior to admission of the resident to receive the official offer letter, go through the contract, payment of fees and to pay the required deposit. They will also at this time be introduced to the Homes Manager and Deputy, if they have not already met and other key members of the homes team. Other pre- admission paperwork and documentation will be given with a request to complete and return prior to or on the day of admission.
  9.  The Residents Liaison Manager will then liaise with the Homes Manager to pass over information regarding fees and funding, arrange preparation for admission, including any special requirements or equipment, identify key workers and communicate moving in arrangement with the homes staff.
  10. On the day of admission the Homes Manager or Deputy will complete and sign the resident’s starter form, confirming that they are in receipt of signed contract, deposit and copies of required documentation such as power of Attorney. They must also identify a member of staff, ideally the identified key worker where possible, who will welcome the residents, be responsible for undertaking and completing the homes day of admission action plan for new residents, moving in and vacation of room document and completing the individual (first 24 hr) care plan. All staff in contact with the new resident should be sensitive to the feelings of the resident and any relatives present. The settling in should always go at the pace of the resident and not be dictated by the routines of the home.
  11. All new residents must be given and have explained to them the Service User Guide on the day of admission, paying particular attention to ensure the resident understands and is able to summon help, times of meals and layout of the home.
  12. Homes Manager to ensure they met with all new residents and sign to this effect, daily for the first week post admission.
  13. Residents Liaison Manager to meet with all new residents daily for the first week then weekly over the first month to ensure they are settling in well, and know who to speak to if they have any concerns or requirements.
  14. Admission to the home: residents/relatives questionnaire to be sent out 2 months after admission. On return of questionnaire Residents Liaison Manager to feedback comments to the respective Homes Managers.


All staff receives training in line with their roles and responsibilities in the handling of referrals and admissions.



Signed: ____________________________________
Date: ____________________________________
Review date: ____________________________________