Administration

Julia, our Matron, Julian and Lorraine (Proprietors), will always try helping residents in
dealing with any necessary correspondence. We like to think we are a “well organised
office” - although sometimes it may not appear so!

Banking
The Office will try to help any resident with their banking requests. We can also cash cheques made payable to Aronel Cottage Care Home Ltd, up to a limit
of £40.00.

Mail
Mail is delivered to the office, where it is sorted and then taken round to residents’ rooms.
If residents are unable to open their own mail we will forward on to relatives.
(Stamps and stationery are always available for sale.)
The office email address can be used for sending and receiving residents’ mail. But we
do not always open our email everyday. Spost personal correspondence. enquiries@aronelcottage.co.uk

Valuables / Inventory
Valuables - Lockable steel cabinets are fitted in all the bedrooms and the doors with Yale style locks, except rooms 4, 9, 12 & 26, keys are issued as appropriate. Aronel Cottage recommends that residents do not keep more than £20.00 cash and jewellery is kept in the office safe or lodged with a relative. The homes insurance does not cover residents belongings except for “total loss” i.e. fire & flood. “It is the responsibility of the service user to arrange any additional personal insurance to cover items of significant value”.
Inventory - It is the homes policy not to take an inventory of resident’s belongings, to protect their privacy.
Should you require further explanation, please ask Matron or Mr Hitchcock

Shopping
The home has its own version of a “hospital trolley shop”. Free toiletries are provided from standard stock. We can also arrange for items not kept in our shop to be purchased on resident’s behalf, via our account at Superdrug, which will be delivered usually on the same day. (The invoice arrives with the delivery, we forward it on to the named advocate who is responsible for settling the account.)

Telephone
A digital mobile telephone, which gives good reception in most of the building and gardens, is available for residents’ use free of charge for local off peak calls. (For all other calls
British Telecom’s Advice of Deduction and Charge (ADC) system is used). Most rooms have telephone points, Residents can have their own personal lines fitted by British
Telecom in typically 10 to 14 days (BT will invoice the resident’s advocate directly). Alternatively, staff will be happy to take important messages for you and help with outgoing calls

Complaints
Aronel Cottage operates a 'Whistle Blowing Policy' . Any request or complaint should be made to Manager Julian Hitchcock, Matron Julia Mason, Responsible Person Lorraine Hitchcock, or the Duty Nurse. It’s our policy to act upon complaints immediately and give a formal response within 28 days.

In the event that a complaint or request cannot be satisfactorily dealt with in this
manner, it may be referred to:

Area Manager
Commission for Social Care Inspection West Sussex Area, 2nd Floor Ridgeworth House
Liverpool Gardens Worthing
West Sussex BN11 1RY
Telephone 01903 222950

or ultimately to:

Parliamentary Ombudsman
Millbank Towers
Milbank,
London SW1P 4QP

Value for Money
A competitive fee structure, principally revised annually in April or upon a change of room/top up and banding/level or an increase in state funding/allowances.

Management Team National Winner
• Julian Hitchcock EN and Care Marketeer 2001 OND Hotel Catering & Business Management
National Finalist
-Proprietor

Care Ent'preneur 2000
. • Lorraine Hitchcock NAMCW - Responsible Person • Julia Mason RN - Matron/Admin.
. • Tracey Brilley - Induction Training • Frances Lee - Deputy Matron
. • Graeme - Head Chef • Marilyn Davies - Housekeeper

We do hope that you will enjoy your stay with us.