8 High Street
Meadowbanks is a 40 bedded residential care home in Hall Lane, Upminster. It is situated just off the A127, and the M25 is a few minutes away. The home is situated in four acres of countryside, yet only one mile from Upminster train station.
Proprietors are T L Care (Havering) Ltd, a family owned business with over thirty years’ experience in the care of older people.
Meadowbanks is a purpose-built residential care home. There are 40 en-suite bedrooms located on two floors. There are also several communal lounges, dining areas, libraries, sitting areas and a beauty salon. The home is set in four acres of beautiful meadowland with two secure gardens.
Following a robust recruitment process the Company focus on an extensive induction and training plan for all staff. The home is resident led, thus ensuring person centred care is provided to all. Our residents are encouraged to make their own decisions and live life as they choose within a safe and secure environment. Because resident’s privacy is much respected, we facilitate protective dining at all mealtimes.
Meadowbanks caters for both private and local authority funded service users over the age of 65. All prospective residents undergo a pre-admission assessment prior to their arrival, following which, there is a four-week trial period. The home does not offer nursing care; however, does provide ‘End of Life Care’ with full input from GP and District Nursing Service.
Mission – Vision – Value
We Aim to Promote Quality of Life and Independence Through a Friendly and Professional Service. We Continue to Strive for Excellence in a Person-Centred caring service and through innovation kindness and commitment
Our Vision is to Provide a Quality Care Service to the Members of our Community in the Most Appropriate Setting in a Cost-effective Manner.
We Aim to be Recognized as a Leader in Providing Personalized Services and Care.
Customer Satisfaction and the Fulfilment of the Needs of Members of our Community.
Professionalism and Respect for Individuals.
Continuous Quality Improvement.
Dedication and Commitment to our Shared Vision.
About the company
We focus on providing high standards of luxurious accommodation with a high-quality service provision as a company. Robust recruitment and belief in our staff and a commitment to training and development will ensure that our team of staff are professional and above all, caring and kind. We think you will see the difference in our home.
We strive to improve and make a difference to the lives we touch through the delivery of high-quality healthcare and a deep sense of kindness and compassion.
The registered manager is Mrs Mary Wright, who has many years of experience in caring for older people and those living with dementia. She has all the necessary qualifications to be a registered manager and keeps up to date with all the latest training.
Our staff team is the vital link between our service users, families, friends, and visitors. Achievement of our vision comes only through the talents and extraordinary dedication all our staff bring to their jobs every day.
The deputy manager supports the manager in the running of the home. Working 40 hours per week, she supports our staff group. Responsibilities include the wellbeing of residents, ordering and handling of medication, ensuring all administrative paperwork is current, up to date and all necessary appointments are made with GP’s etc.
There is a 24-hour senior care team employed within the home, line managed by a full time care co-ordinator, who’s responsibilities include, taking the lead on updating and devising care plans, supporting and overseeing staff and general administrative duties. The senior staff team are responsible for the ordering, receiving and administration of medication.
The home is staffed with five/six care assistants on duty during the morning/afternoon shifts, with three care staff to each floor. Two members of staff are employed as activity co-ordinators providing 42 hours of activities per week. At night there are three waking care staff on duty, including a member of the senior care team.
The client group are those living with physical and or dementia care needs, both can be permanent or respite. The aim for Meadowbanks is to be a ‘home from home’ with residents and their families encouraged to personalise residents’ bedrooms with photos, pictures and a special piece of furniture (subject to fire regulations) if they so choose.
The ethos of the home is maintaining a person’s strengths and independence, encouragement will be given to residents to participate fully in their admission, care planning and the running of the home, via regular residents’ meetings and one to one communication. Families will also be encouraged to participate. We hope to include them in regular charitable fundraising events held at the home. All proceeds raised are donated to a nominated charity.
Breakfast is available on resident request, from 05:00 to 10:30 or as per their care plan. Regular hot and cold drinks as well as snacks and fresh fruit are available throughout the day. Although the main meal of the day will usually be served at lunch time, it may also be served in the evening should the resident request it. Teatime always provides a hot and cold menu choice; however, residents are free to choose an alternative (if they wish) from the kitchen.
Links have been forged with the local community, including schools, churches, and places of worship. Regular external entertainers visit the home, and where possible trips will be made to local shops and places of interest. Existing interests are encouraged, and new activities facilitated. Regular themed events are organised, e.g. Indian, Chinese, Mexican food taster sessions, daily armchair exercises, yoga, music sessions, quizzes, arts and crafts etc. There is a four-week activity programme in situ. From May to September frequent garden-based events are organised including, garden parties, barbeques, picnics etc.
Meadowbanks is a calm and tranquil home for residents and their families. Whilst we arrange activities, we understand that there are some residents who are happy to sit and admire the beautiful four acres of countryside around them. Binoculars are available for those who enjoy wildlife and bird watching. We also subscribe to M4D RADIO – ‘music for dementia.’
All staff are fully trained with regular staff meetings and formal supervision held to ensure that we always offer the highest standards and best possible service. The manager has an open-door policy whereby issues or concerns may be raised and resolved. We understand how difficult it is for families to consider 24-hour residential care for their loved ones, we can also offer trained professionals to give regular talks and information to support them.
The care home is located within four acres of land. Opened in 2012, it is a purpose built home specifically designed for older people. Within the reception area on the ground floor are the manager’s office, purpose-built hairdressing salon, disabled WC, and administration office. There are 19 single en-suite bedrooms on the ground floor. Two bedrooms are interconnecting and can be used as a bedroom and lounge, or for a couple who wish to have access between the two rooms. All rooms have a nurse call system. There is a large lounge, dining room and a library along with, a large assisted bathroom, sluice, treatment room, work- station and additional storage areas.
On the first floor there are 21 en-suite single bedrooms. Again, two of the bedrooms are interconnecting and can be used as a bedroom and lounge, or for a couple who wish to have access between the two rooms. There is a large lounge, dining room and a small quiet room as well as a large assisted bathroom, sluice, treatment room, workstation and additional storage areas.
The kitchen, laundry and staff facilities are on the top floor. All floors are accessible by lift/stairs. All bedrooms have magnetic controls on doors should a resident wish to keep their door open. Access to the top floor for residents is restricted.
Person centred care
We focus too much on people living with dementia being physically safe and secure. This is important, but what is even more important is that a person with dementia feels good inside themselves. Dementia can cause someone to feel stressed, frightened, disorientated and threatened, when communication is difficult it can feel even more frightening as they cannot communicate in words how they are feeling.
A person centred approach realises this, we do everything we can to focus on people, their strengths and emotions – helping them to feel the difficult emotion going on inside them can be supported because they are with people who love them, care about them and are concerned for them.
A person-centred home facilitates this by helping people living with dementia to talk about how they are feeling and doing everything they can to help them maintain their dignity, strengths, and independence via various mediums.
T L Care (Havering) Ltd runs its own Quality Assurance Programme. As well as daily monitoring within the home, we circulate annual and interim quality assurance questionnaires to residents, their families, GP’s, District Nurses, and other agencies. Copies of these are given to CQC at inspection, and the feedback acts as an external evaluation of the quality and standards achieved.
Working with families to support our beliefs and philosophies we encourage an open relationship, to support families to stay involved. We encourage them to treat the home as their own and be as involved as they want to be, respecting those who want to come on the journey and respecting others that cannot. We believe families should be encouraged to raise any issues or concerns they may have.
We believe that people living here should be treated with kindness and respect. Friends, family, and staff should join in and interact as part of their everyday life. People living in the home should feel included, valued, have a voice and a sense of purpose. We encourage people to express their emotions, staff to be socially and emotionally aware, to have an awareness of individuals moods and emotions.
Our objective is to facilitate, as much as practicable, a happy, relaxed, and positive atmosphere where individual needs are met.
Making each day count
All of us need to be valued, loved, praised, and recognised for our positive contributions in life. We believe these principles are key to the service we provide, being positive takes us forward, gives us hope and purpose. Each day should be measured by people living and working together, having opportunities and to feel useful.
We strive to provide a service that enables life to feel worth living, reinforces people’s role in life and thinks up amazing opportunities. We do this by knowing our residents, encouraging, and facilitating existing and new stimulating activities and meaningful interaction in a kind and compassionate environment.
Our home is person-centred where residents feel in control of their lives, able to make their own decisions, enabling them to feel good. Staff can make a real difference to an individual by reassuring and helping them to focus on their strengths and happy memories in their life to give them an enhanced sense of wellbeing.
Ethos of the home
We believe service users, staff and visitors should be provided with a healthy and safe environment to embrace all aspects of their life, including receiving reassurance that staff employed to care for them share our values. We are committed to this in relation to the ethos of the home by the following: – Meadowbanks is the residents’ permanent home, therefore they should each have a voice and an influence on how the home is managed.We believe each resident who lives in the home has a clear understanding of their role in the home and how it affects the ‘bigger picture’ and positive outcome.
T L Care (Havering) Ltd. Complaints Procedure/Policy
T.L.Care (Havering) LtdInternal complaints procedure has been set up to ensure that all complaints are fully investigated and resolved quickly and efficiently to the satisfaction of all parties.
It is hoped that most complaints can be resolved informally, but if it is not possible, the procedure provides the opportunity for formal complaint. All residents have a legal right to make use of an advocate when making a complaint.
All complaints made verbally will be deemed to be informal complaints, and the complainant will be offered the opportunity to discuss the matter with the Manager.
If it is not possible to resolve the complaint informally to the complainant’s satisfaction, the resident will be asked to make a written formal complaint.
A written complaint should be addressed to the Manager. The complaint will be investigated. Should the complainant not be satisfied with the outcome the complaint will be forwarded to the Directors of T L Care (Havering) Ltd.
If a resident still feels that their case warrants further investigation they may contact:
The Care Quality Commission
PO Box 1258
Newcastle upon Tyne
If further investigation is required, the Local Government Ombudsman should be contacted via their website: –
They can also be contacted on the helpline telephone number below