Frequently Asked Questions

Glen Devon fully understand that moving yourself or a relative into a care home is a big transition and you may find yourself having lots of questions as you make this decision. We hope that the following may help to answer some of the more common questions that people have.

Of course you can always speak with our Manager Monique, her Deputy, Kathryn or a member of the care team at any time if you have further specific questions or concerns that we may be able to help you with.

Click or touch the plus signs below to reveal the answers to the questions

Glen Devon welcomes visitors at all reasonable times. There is a Residents’ kitchen where you can put the kettle on and share a cuppa or even take your tea in the Beach Hut Café in the garden. Private visits can also be taken in your own bedroom with your agreement, as well as in the varied communal areas of the home.

Regrettably, no, Glen Devon is a no-smoking environment both indoors and out. This includes e-cigarettes, cigars, and pipes as well as cigarettes.

There are a few parking spaces off road at the front of Glen Devon that we reserve for the minibus, and disabled access in the main. There is plenty of on road parking on the Grove outside Glen Devon and on surrounding streets. Some days are busier than others of course. If for any reason you require parking directly outside the front door please arrange with senior staff who will be happy to advise.

Yes, of course, you are free to make these decisions and many of our residents enjoy time out with family and friends.  Glen Devon also operates a minibus that runs regular trips throughout the week all around the North Wales coast and countryside & sometimes farther afield. Laura, our Wellbeing Facilitator will be able to book you a place on the regular excursions. We just ask that you inform the senior staff on duty of your plans and expected time of return, so we can welcome you home again.

Glen Devon is a Care Home not a nursing home but we are supported by excellent community health teams to ensure that your health and wellbeing needs are attended to. Clarence House Medical Centre visit every week to see any residents who are registered with the Practice who require medical attention. They and all other GP surgeries are also on call and will visit Glen Devon when someone is unwell.

Other primary and secondary health care practitioners also visit our residents as required. These include, the community mental health team, district nurses, dieticians, speech therapists, chiropodists, dentists, opticians, physiotherapists and occupational therapists.

Glen Devon is a residential care home, and whilst we certainly provide care for individuals from admission through to end of life care, with dignity and compassion, we are not a nursing home. However, we do work closely with the District Nursing Service & Community Mental Health Team who provide the level of nursing care you would normally expect to receive at home, with the support of our very experienced and trained care staff. There are however, occasions where, due to the complexity or long term nature of the nursing required, that a reassessment of needs would need to be undertaken by a multi-disciplinary team and with full consultation with families and the individual where appropriate, a transfer organised to a suitable nursing home or hospital.

Glen Devon recognises the deeply personal nature of cultural, spiritual and or religious practices. We endeavour to support our residents to continue their individual practices. Various ministers of religion are available to visit and provide the sacraments by arrangements. It is important to discuss individual practices prior to admission to ensure that any special cultural, religious or spiritual dates of significance, diets, or practices are recognised and observed.

Glen Devon is situated in Wales and as such we are privileged to provide care to Welsh speaking individuals and to support individuals to retain Welsh Culture in their lives. However, we are unable to deliver a fully bilingual service due to difficulties in recruiting fluent staff in Rhyl.  We do have a Welsh Language Champion and can appoint a Welsh Language Family Liaison to undertake assessments through the medium of Welsh if required. Glen Devon recognises the importance of language and culture and endeavours to support diversity.

We want you to feel at home and being surrounded by familiar items helps enormously. Glen Devon encourages you to personalise your own room with small items of furniture and decoration. Before your admission you can discuss your preferences and requirements with our manager who will be happy to offer advice on the best things to bring along to help you to feel at home.

“A little of what you fancy does you good,” is our motto. Whilst there are times for all main meals of the day, if you prefer to eat earlier or later this can be arranged. You also have a choice of dining areas, inside and out, as well as your own room for extra privacy. Our catering team will be delighted to hear about your favourite meals and share recipes. There is also a Residents’ kitchen where you can prepare snacks and refreshments with family members or the staff.   If you wish a visitor to join you for a meal or special occasion event our wellbeing facilitator Laura will be happy to co-ordinate this for you with the catering team.

All your machine washable items are laundered on site and dry cleaning can be arranged on your behalf. You can also be supported to wash through some lighter hand wash items with any of our wonderful housekeeping team, who will also do your ironing and help with mending and clothes labelling if required.

Every bedroom has a front door key and a locked drawer for your personal use but it is recommended that very valuable items or larger amounts of cash are held by family or in the office safekeeping.  Items of value will always be recorded on deposit and withdrawal, so you can keep a track of your valuables. You may need to take out additional insurance for certain things and this should be discussed prior to your admission.

Glen Devon has over the years had everything from cats to dogs and presently we have a fish tank and of course visiting dogs. Poppy is a firm favourite when she visits through the week with co-owner Paul Quarrell. If you have pets at home and are considering moving to Glen Devon it is important that arrangements for your pets are discussed early with the manager. The final decision about accommodating pets is at the discretion of the manager and owners as we need to consider the impact on all other residents.

Our Housekeeping team at Glen Devon will ensure that your room is regularly supplied with freshly laundered bedlinen, facecloths, towels and sufficient toilet rolls and bin-bags. Items such as toiletries, toothpaste, Steradent, deodorants, perfumes and moisturisers, non-prescribed continence/sanitary aids and other items of a personal nature remain your responsibility to provide. Glen Devon can arrange for these items to be purchased on your behalf if necessary and charge them to your pre-agreed account.

Glen Devon encourages positive and open communication. We welcome comments from all connected with our provision. Positive comments contribute to a happy home and a team who feel appreciated and valued for their role. Any comments received verbally or in writing will always be communicated to the team. Suggestions and constructive comments are also encouraged.

It is recognized that despite our efforts there may be occasions when an individual may have a concern which should be heard or a complaint that should be made. Should this be the case our aim is to:

  • Listen carefully to the concern or complaint in a private and confidential manner
  • To escalate serious concerns and all complaints to senior management, Responsible Individual (RI) and or other relevant agency.
  • Investigate the concern/complaint fully, objectively and quickly and co-operate with external agencies.
  • Ensure those voicing the complaint, are advised, regarding the investigation, in a formal manner.
  • And are made aware of the outcomes, and any measures adopted, or reviewed. All complaints are logged and reported to the RI for monitoring. The RI recognizes and instigates the Duty of Candour in all instances. A full complaints procedure is accessible and includes informal resolution as a first stage but also informs individuals of their rights and who or which agency to approach to escalate the concern.

Glen Devon is required by law to tell you about your rights and our obligations regarding our collecting and processing any of your personal information, which you might provide to us. We have a range of policies and procedures under the General Data Protection Regulations, GDPR, to ensure that any personal information you supply is only with your (or you advocate’s) active consent and will always be accessible by you, held securely and treated confidentially in line with the applicable regulations.

As a registered care provider, we must collect some personal information on those using our service, including, medical history, life history and basics of financial payment information, which is essential to our being able to provide effective care and support and to facilitate fee payments. The information is contained in individual files (manual and electronic) and other record systems, all of which are subject to strict security and authorised access policies. Personal information that becomes inactive, e.g. from discharged residents, enquiries or prospective residents who are not admitted to Glen Devon, is also kept securely for as long as it is needed, before being safely disposed.

If you have any concerns about how your personal information is handled please speak to the manager who will be happy to provide you with copies of Glen Devon privacy policies and procedures, governing the gathering, storage, sharing, access and disposal of personal information.