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FAMILIES’ FAQs



  • 1. Will there be enough qualified staff to look after my family member properly?
  • 2. What happens if my family member gets up in the night and becomes distressed?
  • 3. How do I know they will be safe?
  • 4. If they have an acquired brain injury, what recovery will they make?
  • 5. How will they fill their time and avoid getting bored?
  • 6. Can they pursue things that they personally love to do?
  • 7. Can they go out?
  • 8. Can they bring their personal things with them?
  • 9. What’s the food like?
  • 10. When can I come and see them?
  • 11. Can they come back home to us sometimes?
  • 12. Can they still come on holiday with us?
  • 13. What do you do when someone acts out?
  • 14. How do I know how they are getting on?
1. Will there be enough qualified staff to look after my family member properly?

At Richardson Care we work out staffing levels according to the needs of the service users. We ensure that there are enough care staff and therapists to carry out the care plan for your family member at all times. Service users with higher support needs will have more carers and we also provide one-to-one care if this is agreed as part of a care plan.

In addition, all staff receive training on Managing Actual or Potential Aggression (MAPA) – using techniques to prevent situations escalating while avoiding physical intervention. Our in-house instructors are certified by the Crisis Prevention Institute.

Our support staff average over 12 years’ experience and staff training is a priority as it directly contributes to the well-being of our service users. We have a structured training programme in which each member of staff receives training in a specific area every six weeks. This includes statutory training such as health & safety, infection control, food hygiene, fire awareness, first aid, data protection and equal opportunities. Care staff also have regular training in working with people with learning disabilities or acquired brain injuries, medication, epilepsy, techniques for moving service users, diabetes awareness, dementia and confusion.

2. What happens if my family member gets up in the night and becomes distressed?

There are always staff on duty at night, and the exact number depends on the needs of the service users in that particular home. There are also staff who sleep overnight at the home so they are available if needed.

3. How do I know they will be safe?

We have robust policies and procedures to ensure that service users are safe, while we respect their individual choice and dignity. Thorough staff training means that we avoid vulnerable situations and we are assessed regularly by Care Quality Commission.

4. If they have an acquired brain injury, what recovery will they make?

This depends on each individual person. Our professional team will work with your family member to plan their recovery, helping them to set goals and providing support to achieve those goals. Our aim is for them to improve their quality of life, increase their independence and to enable them to live independently again if they can.

5. How will they fill their time and avoid getting bored?

We have a wide and varied range of activities for service users, which are optional. Some take place in the homes, such as art and crafts or music sessions and others are trips to local cafes, the cinema or day trips further afield.

6. Can they pursue things that they personally love to do?

Yes, we encourage service users to pursue their own interests and will provide transport and care support wherever possible, if these take place outside the home.

7. Can they go out?

The home is kept locked for service users’ security, but they are not forcibly kept anywhere and are free to go out. They will be accompanied by a support worker if needed.

8. Can they bring their personal things with them?

Yes, they can bring their personal belongings for their room, and we will decorate it to suit their own personal taste if they wish.

9. What’s the food like?

We provide three meals a day, and the food is healthy, nutritious and varied. All food is prepared on the day and some of our meat is supplied directly by a local butcher. Service users can help to plan the menu, so that they have food they enjoy. They can also make their own food if they wish with the support of care staff. We cater for all religious and ethnic requirements as fully as possible.

10. When can I come and see them?

There aren’t specific visiting hours, but we just ask you to bear in mind that this is the home of all the service users so we ask you to respect that.

11. Can they come back home to us sometimes?

Yes, we provide transport and care support if needed for home visits.

12. Can they still come on holiday with us?

Yes, we will try and facilitate whatever you want to do.

13. What do you do when someone acts out?

As each person is different, it will depend on their own individual intervention plan, which is part of their care plan. We try to prevent the situation arising by supporting the person and de-escalating the situation using verbal techniques. We don’t physically intervene unless the service user is at risk of harming themselves or other service users. All staff (including maintenance and admin staff) are trained in managing actual or potential aggression so that extra support is close at hand if required.

14. How do I know how they are getting on?

You can come in and see your family member whenever you want to and talk to the care staff. We also provide regular audits, reviews and reports to assess their progress in line with the goals in their care plan.


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The Richardson Partnership for Care, The Richardson Mews, Kingsland Gardens, Northampton NN2 7PW

T: 01604 791266.
E: welcome@richardsoncares.co.uk.

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