Key Information

We are a well-established, family run care provider.

We have been delivering compassionate care in Shropshire and Cheshire since 1989 with trained care teams helping residents live fulfilling lives, where dignity is respected and independence nurtured.

In this section of the website, you will find everything you need to guide you through the process of finding the right Home to meet your needs.

If you have any questions or would like to arrange a visit at one of our Homes, we would love to meet you. Please call 01743 234236 to arrange visit or discuss your needs and requirements

Our Care

General Nursing

For people who prefer to live in a communal setting rather than staying at home, our short and long-term elderly care packages with general nursing include simple assistance with meal times and getting dressed, to medication provision and personal hygiene.

Dementia Care

We hand-pick specialist carers to support our residents living with dementia. They use our pioneering Cedar Philosophy to ensure our residents feel calm in a relaxed environment. We focus on each individual and their personal needs as well as their life story.

Respite and Recovery

Whether you are looking for quality, post-operative care or you are a family member needing a few days off, our tailored respite care packages can be a much-needed short or long-term solution.

Palliative Care

Where there is no cure for an illness, it is important that life is made as comfortable as possible. Our Palliative Care is about managing and relieving distressing symptoms, including pain and other physical symptoms as well as psychological and social symptoms, making every day the best it can be.

Staffing Levels

Needs and requirements of our residents are constantly changing so our staffing levels are assessed daily and are determined by a recognised dependency tool. Staff deployment is then adapted accordingly to meet the requirements on that day.

We provide appropriately skilled, qualified, experienced and competent staff to meet residents’ needs, 24-hours a day, in accordance with the statutory requirements.

Staffing levels vary from day to night and from Home to Home*. All floors are managed by at a least one Registered Nurse.

Our dementia households are staffed by the appropriate number during the day and at night. In addition, we have a 24-hour nurse call system installed in all of our residents’ rooms.

Full details on staffing levels are provided to the regulator upon request.

*Please note that the actual level of care that each resident will receive will depend on their individual care needs.

Inspections and Reviews

Every Nursing Home operating in the UK must have a regular inspection by the Care Quality Commission (the CQC).

Their latest reports are published on our website, alongside the details of each Home. You can view all of Morris Care’s reviews here

Independent reviews are shared by residents and their families on carehome.co.uk. These can be viewed here.

Assessments and Care Plans

Before moving in all residents, whether long or short stay, will need to meet a member of staff to assess their needs. This helps us evaluate the level of nursing and medical care that will be required and if the fee needs to be adjusted.

Prior to admission, we prepare an initial Care Plan. This plan is drawn up in conjunction with the resident, carers, advocates and relatives, as appropriate, and will be agreed within seven days of arrival at our Home.

These plans are regularly reviewed, in full consultation with all appropriate individuals. A formal review will take place, six weeks after arrival and at least annually thereafter. Informal reviews are part of the Home’s daily routine to monitor and accommodate changing needs.

Funding

We provide care for both self-funded residents and those who are eligible for supported funding.

Supported Funding

You can ask your local Council for a financial assessment (means test) to find out if you qualify for any assistance with the cost of your care. This will involve a visit from a Financial Assessment Officer from the Council who will ask you about your personal finances, including any benefits, pensions, savings and property you may have*.

Your nursing care may then be funded in part by a contribution from the NHS. If you are eligible for this contribution, it will be deducted from your weekly fees, as the NHS will pay us directly.

*You will not be entitled to support if you own your own property (this only applies if you’re moving into a care home) or the value of your assets falls below the Council’s threshold.

Paying for your own care (self-funding or private)

If, however you don’t want a financial assessment you can choose to pay for your own care. If the value of your assets falls below the Council’s threshold, your local Council may be able to help with the costs. Contact them about three months before you think your savings will drop below this level so they can reassess your finances.

Help with the Cost of Care Unbiased expert help is available from specialist advisers and charities working with older people. You can find detailed advice online including:

www.payingforcare.org

www.ageuk.org

www.societyoflaterlifeadvisers.co.uk

www.independentage.org

www.moneyadviceservice.org.uk

Fees Explained

The standard fee structure for our Home, including food, accommodation, nursing, general care and basic laundry requirements is as follows:

  • Private Nursing Care -  £1250 to £1350 per week, per person
  • Dementia Nursing Care £1350 to £1450 per week, per person
  • Day Care £60 to £80 per day, per person

How is the fee decided?

Prior to arriving at our Home, all residents and their loved ones, whether they are staying for a short or long period of time, will meet with a member of staff who will discuss their needs with them and establish a tailored care plan. A weekly fee will then be agreed depending on the level of nursing and medical care required and all parties will be made aware.

What if my care needs change?

Care Plans are regularly reviewed by the Nurse Manager. Should additional care be required at any point, the agreed fee may be adjusted accordingly and residents and relatives will be made aware.

What else is included in the fee?

  • Hotel services: all meals, snacks, drinks
  • Cleaning, maintaining and decorating (bedroom and Home)
  • Utilities e.g. heating and light
  • Laundry services, which are undertaken on the premises
  • Occupational therapy
  • Television licence for residents aged 75 and over (residents under 75 will need to pay an annual charge set by TV Licencing to join the shared TV licence).

How do we pay the fee?

Fees are payable, in advance, by Direct Debit through your bank. Details are available in our Admission Agreement. A deposit of £200 is required on booking which will reserve the room for seven days. The deposit will be deducted from the first month’s fees and it’s non-refundable in the event that the prospective resident does not take up occupancy.

What is NOT included in the fee?

We do provide a number of services that are not included in the weekly fee and will be charged separately by invoice. These include:

Medical Care

  • Private Physiotherapy
  • Private Chiropody
  • Dental Care
  • Opticians
  • Aromatherapy

Other Items

  • Clothing Newspapers and magazines - Charged at Cost
  • Alcoholic drinks
  • Hairdresser - Charged as per locally displayed price list
  • Beautician - Charged at Cost
  • Telephone - Charged at Cost
  • Dry Cleaning - Charged at Cost
  • Taxis - Charged at Cost
  • Activity Outings - Charged at 50% of Cost
  • Visitors Meals - Local Tariff applies
  • Mobile Trolley/Shop - Charged at Cost

We encourage family members to go with the residents for their medical appointments. On occasions wherein the family member is unavailable, a Morris Care staff will be allocated to escort the resident to such visit. It is then anticipated that the staffing void will be filled by an agency worker. The charge for escorted medical appointments is at £15.00/hour for care staff and £37.00/hour for a Registered Nurse.

What happens if the resident passes away with Morris Care?

*In line with general sector practice fees will be charged at the room rate for three days after the passing of the resident which allows time for families to gather loved ones’ effects. If rooms are not cleared thereafter, fees will continue to be charged daily until all belongings are removed. This applies to both short stay and long stay residents.

Who can I talk to further about all of this?

The Home Manager, Nurse Manager or the Administrator will be more than happy to clarify anything mentioned in this document.

*Please note – Morris Care reserves the right to alter any of the above and it’s all subject to change.

Payments and Contracts

Contracts, Terms and Conditions

Detailed terms and conditions are outlined in our contract, which is available on request from each Home Manager. You will be asked to sign this contract on the day of admission, please note there is a seven day ‘cooling off’ period, during which you may raise any concerns you may have in relation to the contract.

Deposit

A £200 deposit is payable to reserve a room for up to one week. Fees are payable from the date of arrival. The deposit will be deducted from the first month’s fees. This deposit is non-refundable in the event that the prospective Resident does not take up occupancy.

Payment Dates

Fees are payable monthly in advance by Direct Debit. Fees are calculated on a daily basis; for stays of less than one week a minimum payment of fees equal to seven days is required.

Contents Insurance

Clothing and personal effects are insured up to a sum of £2,500 with a single article limit of £1,000. Money and credit cards not in the safekeeping of the Home are insured up to a maximum of £500 but not if they are fraudulently used or if their loss is not reported to Morris within seven days. There is a personal effects excess of £50 per claim.

Frequently Asked Questions

Can I arrange a trial stay?

We can arrange an afternoon trial which will include a dining experience to see first-hand, how the Home runs and how we deliver our care.

What’s included in my room?

Our bedrooms are furnished with some or all of the following: a bed, bed linen, towels, wardrobe, chair, chest of drawers and curtains.

When can I visit the home?

There are no set visiting times—you are always welcome.

Can I eat with my relative?

Yes, you are very welcome. We just ask that you book meals 24 hours in advance.

Can I bring my children and my pet to visit?

Children and well-behaved pets are welcome.

Can I take my relative out for a trip from the Home?

Yes, we encourage this and any other regular activities. All we ask that you discuss it with the Nurse on Duty or Home Manager first.

What happens if my relative is ill or goes in to hospital?

The Next of Kin will be informed of any significant changes in circumstance or health concerns.

Morris Care Complaints Procedure

COMPLAINTS INCLUDING DUTY OF CANDOUR

Definition of a Complaint

A complaint may be made verbally, in writing or electronically.  It is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation or its staff affecting an individual. 

 
Duty of Candour 

Acting with openness, transparency and candour, enabling concerns and complaints to be raised freely without fear and answers given to questions raised; allowing information about the truth about performance and outcomes to be shared with residents, staff, the public and regulators; any resident harmed by the provision of care is informed of the fact and an appropriate remedy offered, regardless of whether a complaint has been made or a question asked about it. 
 
Policy 

Morris Care encourages a culture of openness and transparency when caring for those who use our services. It recognises that complaints are a valuable tool for improving the services provided to residents and their relatives and intends to ensure that complaints are dealt with effectively and efficiently by responding promptly and positively to the complainant.   
 
If a person using the services wishes to make a complaint or register a concern, they should find it easy to do so and will be treated with respect and courtesy.  Assistance will be given to enable them to understand the procedure in relation to complaints or if necessary advice on where they may obtain such assistance.  Complainants will not be discriminated against or refused services they would normally receive.  A Complaints Policy Statement Poster (QA.APPENDEX.21) will be displayed in a prominent position to ensure that people know how to make a complaint. 
 
It is accepted that many complaints will be made informally and can be dealt with informally however ALL complaints and concerns should be taken seriously and must be recorded.  More serious complaints will be properly investigated and recorded with the outcomes stated. 
 
Morris Care will also ensure that any resident related incidents that may occur are formally recorded and details are reported to the resident/advocate as soon as reasonably practicable after becoming aware that a notifiable safety incident has occurred.  
 
See also H&S.PRO.2.01 – Adverse Event Reporting  

All staff are responsible for ensuring they are familiar with the Complaints Procedure and know how to access it. 
 
Verbal Complaints 
 
1. When a verbal complaint is made to staff they must make every effort to put things right immediately if this is possible.  Efforts to rectify the situation should be recorded on the complaints form QA.REC.21, referenced accordingly and should be clearly signed and dated.  If the complainant is satisfied with the response there will be no need to take further action other than passing the complaints form to the Manager. 
 
2. All contact with the complainant should be polite, courteous and sympathetic and staff should remain calm and respectful. Staff should not make excuses, blame other staff or the Company. 
 
3. If the complaint is being made on behalf of the residents by an advocate, it must first be verified that the person has permission to speak on behalf of the resident, especially if confidential information is involved.   
 
4. If the problem is one that cannot be resolved by the staff member in question, the complaint should be reported verbally to the Nurse in Charge who in turn will attempt to rectify the situation to the satisfaction of the complainant.  If this is not possible the details of the complaint should be given to the Manager for action. 
 
Minor Complaints 
 
5. All minor complaints, with actions taken if appropriate, must be recorded in the “Minor Complaints Register” located in the Administration Office. 
 
6. The Manager will check the register every day and will be mindful of any trends that may occur.  
 
Written Complaints 
 
7. Anyone who wishes to make a written complaint should be directed to the notices displayed and the Residents’ Welcome Pack which gives names and addresses for complainants to use. If the complaint is from a funded resident e.g. Continuing Health Care (CHC), it is important that they have access to the NHS complaint procedure. 
 
8. All written complaints received within the Home should be acknowledged within 5 days, using the standard holding letter sent by the Manager (QA.TEMPLATE.21) which outlines the timescale for responding, explaining that the complainant has the right at any stage to pursue the matter with the CQC. 
 
9. The Manager conducts the investigation with the assistance of a senior manager if needed. 
 
10. If the complaint is about the Manager it will be investigated at Head Office. 

Complaints received at Head Office
 
11. A complaint received directly at Head Office will be passed to the Chief Operating Officer who will acknowledge the complaint immediately and will offer the complainant the opportunity to discuss their concerns either by telephone or face-to-face. 
 
12. A copy of the complaint will be forwarded to the Manager in the Home specified so that an internal investigation can be carried out. 
 
Investigating a Complaint 
 
13. The Manager will investigate the complaint immediately and take any statements they feel necessary using H&S.REC.2.01d.   

14. Complaints will be dealt with confidentially and only those who have a need to know will be informed about the complaint or the investigation. 
 
15. It is essential that all investigations are conducted in a manner that is supportive to those involved and take place in a blame-free atmosphere.  Anyone identified as the subject of a complaint should be provided with a full account of the reason for the investigation, allowed sufficient opportunity to put their case and are kept informed of progress.  It may be necessary to commence the Company’s Disciplinary Procedure, see PER.PRO.23. 
 
16. Advice and advocacy support will be made available to those who wish or need such support. 
 
17. The investigation will be completed within 28 days unless there are exceptional circumstances, which will be explained to the complainant. 
 
18. If the complaint is regarding a potential safeguarding issue, deprivation of liberty or an accusation of abuse, refer to the following procedures: 

  • NU.PRO.3.01 – Safeguarding of people with care and support needs
  • NU.PRO.4.03 – Deprivation of Liberty
  • The Multi Agency Adult Protection Policy.    

19. All communication will be aimed at satisfying the complainant that: 

  • the issues have been fairly and fully investigated;
  • they receive a positive and full response;  
  • they are satisfied their concerns have been listened to;
  • they are offered a suitably worded apology where things have gone wrong;  
  • any action to be taken to prevent a recurrence are referred to;
  • details of how to take the complaint to the next stage if the complainant is not satisfied with the outcome eg the Local Government and Social Care Ombudsman. Any letters, other than the standard holding letter must be agreed by the Chief Operating Officer before issue. 

Record Keeping 
 
20. All information relevant to the investigation of the complaint will be recorded on the Complaint Log QA.REC.21a and kept in the complaint file, which must remain on site for easy access.   
 
21. A record of each complaint received should include the following information:

  • Complaint form QA.REC.21
  • Copy of correspondence received  
  • Copy of holding letter QA.TEMPLATE.21
  • Copy of any statements and investigation notes
  • Copy of letter to complainant detailing result of investigation  

Persistent complainants 
 
22. Despite best efforts to rectify complaints there will be at times those individuals, for whatever reason, who will not be satisfied with the service that Morris Care provides.  In these circumstances the following practice should be put in place.  It is important to explain to the complainant why these restrictions have been put in place and to keep a detailed record of the ongoing relationship: 

  • Make sure contact is overseen by the Manager.
  • Provide a single point of contact with an appropriate member of staff and make it clear to the complainant that other members of staff will be unable to help them.
  • Place a time limit on any contact with the complainant and restrict the number of calls or meetings you will have with them during a set period.
  • Always ensure that any contact is witnessed.
  • Record repeated complaints on the complaints form QA.REC.21 and keep together so that a picture can be established.
  • Only acknowledge correspondence received about a matter that has already been closed.  Do not repeatedly answer the same questions.
  • Explain that you will not respond to correspondence that is abusive.
  • Consider seeking assistance from a third party such as a specialist advocate.
  • Should the situation escalate, request assistance from the Chief Operating Officer. 

Quality Monitoring 
 
23. As part of Morris Care’s commitment to best practice all complaints will be reviewed on a monthly basis by the Manager. 
 
24. The review will identify any issues, trends and areas of non-compliance which will need to be addressed.   
 
25. Each Manager is responsible for producing a summary of complaints which will be available during any inspection