Question 1

Can I come and have a look round Hoylake Cottage?

Accepted Answer

You’re very welcome to come in, have a look around, and chat with a member of our team. If possible, please avoid visiting at weekends, as our admin staff are not available then and may not be able to answer any questions you have in the detail you need.

Question 2

If my loved one is on Hoylake Cottages 'waiting list' how will I know if a room becomes available?

Accepted Answer

Unfortunately, we are unable to predict how long the wait for a room may be, as availability can change unexpectedly. However, you are welcome to contact us at any time for an update on your loved one’s position on the waiting list. As soon as a suitable room becomes available, we will contact you directly.

Question 3

What happens if my loved one is in hospital and would like to be discharged to Hoylake Cottage?

Accepted Answer

The process usually begins when a family contacts us to express an interest in their loved one moving to Hoylake Cottage. We warmly welcome you to visit, look around, and speak with our team to help you decide whether Hoylake Cottage is the right place for your loved one.

If you feel that we are a good fit, we will ask the hospital’s Trusted Assessor to complete an assessment of your loved one’s care needs. Once we receive this assessment, our clinical team will carefully review it to ensure that we can provide the level of care, support, and nursing expertise your family member requires and deserves.

We understand that moving into 24-hour nursing care is a huge decision for both residents and their families. Our priority is to ensure that the placement is right from the outset, minimising the likelihood of any future moves and providing stability, comfort, and continuity of care.

We also recognise that this can be a stressful and emotional time. Our team is here to guide and support you throughout the process, answering any questions you may have and helping you make the decision that is best for your loved one.

Question 4

How do I get into the building?

Accepted Answer

Our main entrance is on Birkenhead Road, almost opposite the petrol station and directly in front of the “Rainbow Tree”.

Hoylake Cottage is the modern three-storey building, while our dementia day centre is located in the original 'old' building adjacent to it.

Please ring the doorbell at the main entrance on arrival. Our friendly volunteers staff the reception desk each day and will ask you to sign in before directing you to the appropriate area.

Question 5

What are visiting hours at Hoylake Cottage?

Accepted Answer

We have no set visiting hours at Hoylake Cottage and you are more than welcome to visit your loved one whenever you like. There is also no visiting time limit so if you just want to “pop in” for a cup of tea with your loved one or you wish to spend the day (or night) with them, you are welcome to do so.

Question 6

Who do I speak to if I want information about my loved, or if I have any questions or concerns?

Accepted Answer

A trained nurse is on duty on each unit 24 hours a day, 7 days a week at Hoylake Cottage. As they oversee your loved one’s day-to-day clinical care, they are usually the best person to speak to about their condition, wellbeing, and care needs.

Emma (Registered Manager), Kirsty (Deputy Care Manager), and Jackie (Medication Champion) are also qualified nurses. They work across all three floors during the week and are always happy to speak with residents and their families.

Question 7

How many staff are there on duty at Hoylake Cottage?

Accepted Answer

Hoylake Cottage is arranged over three floors. Our top floor is a specialist nursing dementia unit, home to 22 residents. During the morning, the unit is staffed by at least one registered nurse and six health care assistants. In the afternoon, there is at least one trained nurse and five health care assistants on duty, with one trained nurse and two carers providing overnight care.

Our ground and middle floors are general nursing units, each accommodating 20 residents. Both units are staffed 24 hours a day by at least one trained nurse, supported by five carers in the morning, four in the afternoon, and two overnight.

Question 8

Will my loved one be cared for by permanent staff, or do you use agency staff?

Accepted Answer

We are fortunate to have a highly stable and experienced team, with many of our staff having worked at Hoylake Cottage for a number of years. As a result, the vast majority of care is provided by our permanent staff.

Occasionally, we use agency staff to cover short-notice sickness or annual leave. However, we work with a small number of trusted agencies and many of the agency staff we use are familiar faces who have worked at Hoylake Cottage regularly and know our residents, routines, and standards of care.

Question 9

What if my loved one is nearing the end of their life?

Accepted Answer

Hoylake Cottage are committed to providing the highest standard of end-of-life care and believe that every person deserves to be treated with dignity, compassion, and respect. Our aim is to ensure that residents are as comfortable as possible, free from pain wherever achievable, and supported in a way that honours their wishes and individual choices.

Our staff are trained in end-of-life care and work closely with both the Palliative Care Team and the End of Life Care Team to ensure residents and their families receive the support they need during this time.

If you or your loved one have any questions, concerns, or worries, please do not hesitate to speak to us. We are here to listen, support, and guide you every step of the way.

Question 10

How do I know that my loved one will be looked after properly?

Accepted Answer

This is often one of the biggest worries for families. We understand that no one knows or cares for your loved one in quite the same way that you do. While we can never replace the care and support you have provided at home, we will do everything we can to ensure that your loved one feels safe, valued, happy, comfortable, and cared for.

Open communication is very important to us. If there is ever something you feel we should be doing differently, or if you have any concerns about your loved one’s care, please speak to a member of our team. Most issues can be resolved quickly, and we would much rather have a conversation and work together to ensure your loved one receives the care you expect and deserve.

Every resident has a person-centred care plan, which is started on admission and continually developed as we get to know them better. Families play a vital role in this process. By sharing information about your loved one’s life, interests, routines, preferences, and dislikes, you help us build a fuller picture of who they are. This information guides the care we provide and helps us support each resident as an individual.

Question 11

When are meal times?

Accepted Answer

Breakfast at Hoylake Cottage starts as soon as residents wish to have their first cup of tea or coffee of the day, but most residents will have their breakfast from 8am in the morning. We offer cereals, hot porridge, toast, fruit etc, and our kitchen staff are happy to make anything that your loved one requests.

Lunch at Hoylake Cottage is served around 12:30pm and this is the main meal of the day.  There is always a couple of options and if your loved one does not like what is offered on the daily menu, we can always offer alternatives.

Tea time at Hoylake Cottage is around 4pm and this is usually a light meal and dessert. Again, there is always a choice!

Supper at Hoylake Cottage is served around 9pm and all residents are offered a hot drink and something of their choice to eat.

Our staff will work with your loved one to ensure food and drinks are enjoyed, providing support with eating and drinking whenever needed.

Question 12

Can I help my loved one to eat their meals and drinks if I want to?

Accepted Answer

Many families choose to visit Hoylake Cottage at mealtimes to help their loved one with eating and drinking. If you would like to join your loved one for lunch or an evening meal, please let a member of staff know, ideally the day before, and we will be happy to arrange an additional meal for you at a small cost.

Each floor has a kitchenette where families are welcome to make hot drinks. Fresh juices, cordials, and snacks are also available. We kindly ask that you avoid entering the kitchenette while staff are serving meals, cleaning, or restocking, as space is limited.

Question 13

Can I bring my dog to see my loved one?

Accepted Answer

Yes you can bring your dog to Hoylake Cottage! We have a lot of dog lovers in the building and family pets are welcome anytime. We do ask that they are kept on a lead so they are under control.

Question 14

What personal belongings can I bring to Hoylake Cottage, and are there any items that are not permitted?

Accepted Answer

We provide all bedding, towels, and other essential linens. We do ask families to bring in their loved one’s personal clothing, including daywear, nightwear, slippers, and suitable footwear.

You know your loved one better than anyone, including their preferences, routines, and the things that bring them comfort. Often, it is the small personal touches that make the biggest difference - whether that is a favourite cardigan, or a comfortable pair of slippers.

When your loved one moves into Hoylake Cottage, their room is 'theirs' and we encourage families to bring in treasured photographs and keepsakes that help make their room feel familiar and homely. We can always copy favourite pictures or photographs so you can keep the originals safe. Our caretakers will hang pictures etc if you let us know where you want them.

We are restricted with certain pieces of furniture due to health and safety regulations, so please just ask if you wish to bring furniture into the building. Please do not bring anything very valuable or breakable into the building as accidents do happen. Room furniture and beds can be moved to whatever position you wish, the only real limitation is the position of the TV socket.  Also, if your loved one requires the use of hoists etc to transfer safely, the staff will need clear access.

We also ask families to provide any preferred toiletries, such as shampoo, shower gel, toothpaste, toothbrushes, shaving equipment, and other personal care items. If it becomes difficult to shop for or transport these items, we keep a small supply of toiletries that can be purchased at cost price. We will let you know when supplies are running low so that they can be replenished.

Question 15

Will I need to take my loved ones washing home?

Accepted Answer

We have an on-site laundry service, and residents’ clothing is washed, dried, ironed, and usually returned to their room within 24 hours.

To help us ensure that clothing is returned to the correct owner, we kindly ask that all items are clearly labelled, even if it is simply with a room number written on the label using a laundry marker.

If you would prefer to take your loved one’s laundry home and wash it yourself, you are very welcome to do so.

Question 16

Do you have a hairdresser at Hoylake Cottage?

Accepted Answer

Yes, we do have a hairdresser that visits weekly and we can provide costings for this service.  You would just need to speak to one of the staff and they will ensure that an appointment is made.

If your loved one has their own hairdresser, they are also welcome to continue after admission.

Question 17

Do you have a chiropodist at Hoylake Cottage?

Accepted Answer

We have a private chiropodist who visits when needed. Please ask a member of staff to contact them and they will come out to see your loved one here.

Question 18

Can my loved one have eyesight and hearing tests?

Accepted Answer

Specsavers will come out to us at Hoylake Cottage and complete eyesight and hearing tests. Glasses and hearing aids can be provided.

Question 19

Do you have a dentist at Hoylake Cottage?

Accepted Answer

Unfortunately, access to NHS dental services in the local area is currently very limited, and it can be difficult to register with a dentist who is accepting new NHS patients.

If your loved one is already registered with a dental practice nearby, we can support them to attend appointments, provided they are well enough to travel. If this is not possible, or if they are not currently registered with a dentist, private dental services may need to be arranged.

Question 20

Do you have physiotherapists and occupational therapists at Hoylake Cottage?

Accepted Answer

No, Hoylake Cottage does not employ its own physiotherapists or therapists. However, if you would like to arrange for a private physiotherapist or other therapist to assess or work with your loved one, you are very welcome to do so. Our team will be happy to support you with the arrangements and facilitate any visits to the home.

Caring for life

FAQs

Frequently asked questions