Important information

Connecting our homes and your family

We know how important it is for you to stay updated about your loved one’s care.

At Exemplar Health Care, we support your whole family - not just the members who live with us. To do that, we make sure all colleagues are attentive and responsive to your needs, thoughts and feedback.

You’re putting the care of your loved one in our hands. So it’s only right you have every opportunity to share your views, feel connected, and continue to remain a huge part of their lives.

We’ve outlined the essential information you need, from visiting arrangements to how to get involved in daily life in our homes.

Visting arrangements

You're welcome to visit anytime - our doors are always open!

We just ask for understanding during mealtimes and late at night - and if the home is managing an infection outbreak, we may need to temporarily limit visits.

If you’d like to chat about your relative’s care plan or plan a trip out together, please get in touch in advance so we can make sure a team member is available to help.

Pets are part of the family too! They’re welcome to visit - we just ask that you arrange it in advance with the Home Manager so we can complete a risk assessment for everyone’s safety.

For more information, please refer to our ‘Visitors policy’ or speak to the Home Manager.

Please note: people have the right to choose who they do or do not wish to receive visits from. We always support visiting in line with each person’s individual preferences.

Group of service users in wheelchairs and health care workers posing for a photo in a garden

How to take part in our activities

We’re here to make every day meaningful and fulfilling, which is why we offer a mix of group and one-to-one activities tailored to individual interests, hobbies, and abilities.

We welcome you to join in activities, events, and out-of-home trips with your relative - it’s a great way to share special moments together and be part of home life.

You can find details of upcoming activities and events on the noticeboards around the home, or feel free to ask a team member for more information about what’s planned.

Keeping in touch

There are several ways to stay connected with what’s happening in our homes.

Newsletters - we’ll share regular updates about events, activities, and news from the home.
Care plan reviews - we’ll invite you to meetings or phone calls to review your relative’s care plan and discuss any changes or updates.
Open-door policy - our team is always happy to chat, whether you have questions, concerns, or just want to check in.

Please note: we respect everyone’s right to privacy and choice. If your relative can make their own decisions, we’ll always ask for their consent before sharing any information with others, including family.

If they’re unable to give consent, we’ll act in their best interests and carefully share information only with those directly involved in their care.

Service user holding a cup of tea chatting to carer

“Famileo is a great app for staying in touch and sharing pictures. I often share photos of the family, our dogs, and even things growing in the garden. It helps Shaun feel connected to the family.

“It’s also nice to see what Shaun’s been up to and how happy he is participating in activities.

“When we visit, we have so much to talk about because he’s seen our updates. He seems much happier and more settled with this regular contact.”

Family member of Shaun, who lives at Edgewater

Staying updated with the Famileo app

It’s important you feel connected with what’s happening in your relative’s life in their home.

Stay in touch and up-to-date through the Famileo app, where you can all share messages and photos.

Each month, they’re collected into a personalised newspaper-style story.

Our colleagues will also share stories and photos from the home, so you’ll always know what’s happening.

Read about Famileo

Families and friends meetings

We value your thoughts and ideas. Our quarterly families and friends meetings are a great opportunity to stay up-to-date with what’s happening in the home, share feedback, and be part of shaping the care and experiences we provide.

What do we talk about?

Recent achievements, news, and home updates
A warm welcome to new residents and families
Recognition and appreciation for colleagues
Updates on care standards and regulations
Feedback about meals, housekeeping, laundry, and activities

Group of colleagues sat on a bench outside with a resident

Taking holidays

We support people to take short breaks or holidays, with help from our colleagues to ensure everything runs smoothly.

If this is something your relative would like to explore, please speak to the Home Manager or refer to our ‘Service user holidays policy’ for more information.

Where appropriate, you can also organise your own holidays and take your relative with you.

Please speak to our staff, who’ll be happy to help and advise where they can.