ABOUT

About

nursing and residential care home

Situated in Bowthorpe, Norwich, Twin Oaks Nursing Home is a purpose built 49 room nursing and residential care home and has been run by the same family for over 25 years. The first phase of the home was built in 1995, with the second phase completed in 1997.

Twin Oaks is proud of their team of professional nurses, who have vast experience in all aspects of care. Backed by senior, fully qualified carers, your family member will be in the hands of people who understand what it means to care.

Twin Oaks offers a seasonal menu, ensuring choice and variety for the residents, with dedicated on-site chefs and food cooked fresh daily. Staff cater for all dietary requirements and needs and would be happy to discuss further requirements at the point of contact. The wonderful garden at Twin Oaks is a calming sanctuary for those who frequent and visit the home.

CARE SERVICES

Statement of purpose

Twin Oaks Nursing Home is a privately owned care home offering nursing care. The proprietors are Mrs Ruby Francis, Mrs Susan Nolan and Mr Richard Nolan who have over 32 years of experience as care home operators. Susan and Richard Nolan are responsible for the general management of the home, with Mrs Francis remaining active within the management structure.

Twin Oaks offers nursing care for 49 residents. Registration is for elderly and physically disabled residents, including below retirement age. Twin Oaks is purpose built with resident accommodation on four floors, with each floor having its own lounge, dining room, assisted toilets, bathroom and shower room. There are 37 single en-suite bedrooms and 6 double en-suite bedrooms. Whilst all residents’ bedrooms are furnished, residents are encouraged to bring pictures and small items of furniture to make their room as homely to them as possible. Tests will be conducted of all electrical appliances before being placed into use and furniture is given a visual check to ensure health and safety compliance.

Twin Oaks has been made as homely as possible, but this is also a place of work, therefore at times regulations with regard to Health and Safety may infringe on residents’ wishes, but staff will always endeavour to minimise the impact of these on the resident.

Twin Oaks provides a high standard of nursing and social care. The management of the home is supported by a team of trained nurses, who offer knowledge and experience resulting in a quality skill mix to enhance residents’ lifestyles. Qualified nurses provide on-site services to residents including administration of medication, any phlebotomy requirements, wound care, care management and end of life care. Under their supervision there is both trained senior and general nursing assistants, who will assist the nurses in the delivery of this care.

Initial visits

To make an informed choice of home, staff at Twin Oaks always encourage, where practical, that a potential resident visit. This gives the opportunity to view the home and its location, meet the staff members, residents and raise any questions that they may have.

Should a visit to the home not be practical, a visit can be arranged to the resident in their current environment.

ARRANGE A VISIT

Admissions and care plans

Admissions are normally planned, enabling staff to carry out an assessment of the new resident’s need prior to admission, thus ensuring that their needs can be fully met when coming to be cared for at Twin Oaks.

Upon admission to the home, the nursing team will formulate care plans in conjunction with the resident and/or their representatives so their individual care needs and choices can be met. The team welcome as much input as the resident and/or representative can give to enable their stay at Twin Oaks to be as comfortable as possible.

Care plans will be reviewed by the nursing staff monthly or sooner if need dictates. Feedback is then given to the resident or their representative and an arranged meeting with the resident or their representative annually. Twin Oaks have completed the Gold Standards Framework for end-of-life care, and this has given the team enhanced knowledge to deliver quality care whist working along with other agencies to deliver end of life care in the clients preferred place of care.

All residents living at Twin Oaks are encouraged to maintain their rights to privacy and dignity and to pursue their cultural, religious and social interests. When the need arises, additional health care services, such as a physiotherapist, speech and language therapist and dieticians are accessed through the community.

Staff training

Twin Oaks encourage and assist all staff with career progression opportunities to enhance the care provided. The team has a moving and handling trainer and assessor on site, along with an in-house trainer to assist with induction and ongoing training and supervision, which allows immediate and ongoing training to all staff.

Twin Oaks offers a varied seasonal menu which offers choice, variation and nutrition to residents. Feedback and input is welcomed from both residents and relatives. If a visiting relative wishes they may take advantage of complimentary meals with their relative.

All residents and visitors to the home can be assured that at Twin Oaks there is a fully maintained fire detection system. Where possible everyone in the building should familiarise themselves with the emergency procedure which is posted around the home. Every staff member employed at Twin Oaks receives fire safety training which deals with this procedure.

Visiting times

Visitors are free to visit during the visiting times of 10:30am – 12:00pm, 2:00pm – 4:30pm, 6pm – 7pm, and consideration should be given to the care needs of the resident.

Separate arrangements are made for a resident who comes to Twin Oaks on a palliative pathway.

ARRANGE A VISIT

Feedback

Opinions on the service provided are important to Twin Oaks and staff carry out quality assurance surveys once a placement becomes permanent and annually thereafter. This assists teams to identify areas of satisfaction and those areas where improvement may be needed within the home. Of course, comments are welcomed at any time and residents and visitors are encouraged to make their views known and to share any concerns with a senior member of staff before leaving the building.

If ever a particular concern arises, Twin Oaks operates a full and clear complaints procedure, which is issued to all residents upon admissions to the home and can be viewed at any time in the service user’s guide.

This information was compiled in December 2004 and most recently updated in March 2022. Information will be kept under regular review and the team welcome comments from residents and others.