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Frequently asked questions

We're aware how nervous a parent can feel sending their child to nursery for the first time, and it's completely normal to have lots of questions. If we're unable to answer your query here please do not hesitate to contact us or your nursery manager.

How will my child settle into the nursery?

Before your child starts at nursery we will work with you to agree a settling plan where you will accompany them to nursery for an agreed (but flexible) time, gradually reducing your presence. Our staff are very flexible and will work around you and your child’s needs.

How do I find out what my child has done during the day?

When you collect your child, the staff on duty will share information with you about your child’s day. Some nurseries also have communication boards or books to let you know about the day’s activities.

Will my child sleep during the day?

All children vary in their need for rest or sleep. We will speak with you about whether your child should be encouraged to sleep or not, and if so, when and for how long. Lunch is followed by quiet time in the nursery. During this time, your child may have a sleep or rest, or instead engage in quiet activities in a small group.

When will my child move from the baby room?

Babies usually move to a room with older children around the age of two. We realise this is a big step for many children and to make this transition as smooth as possible, we will take your child to visit their new space and gradually increase the number of hours they spend there until they are ready to make the move permanent. At this point, your child will have a new key person who will make sure they are fully settled.

Will my child get an opportunity to play outside?

Yes! We encourage children to play outside every day, even if it is just for a short time (for example in bad weather). Most of our nurseries have outdoor space and where they do not, staff take children on frequent trips to local parks or gardens.

What do I do if I am late either dropping off or collecting my child?

If you are going to be late dropping your child off or collecting them at the end of their session, please ring the nursery as soon as possible.

If you or your child’s designated carer are unable to collect them please ensure you give us details of who will be collecting your child. They must be an adult or sibling over the age of 14. In emergencies we will accept a phone call together with a password, but prefer parents to inform us in person or give a letter of consent in advance where possible.

We will not release a child to anyone else without your consent. In case of emergency where we are unable to contact either parent, it is vital that we have a trusted emergency contact such as a friend, grandparent or neighbour who will come and collect your child.

If we are unable to contact you or your emergency contact at the end of the nursery day, we have a duty to contact the relevant authorities.

What do I do if my child is ill?

If your child is unwell, we recommend you keep them at home. Please ring the nursery as soon as possible to let us know. If your child becomes ill while at nursery, we will call and ask you to collect them.

We can only administer medication if it is prescribed by a doctor, with the dosage written by the pharmacist on the bottle. We will not administer medicine that has been bought over the counter or which has been decanted into another container.

If your child has been prescribed antibiotics, they must stay at home for the first 48 hours before returning to nursery. We will then happily administer the rest of the course once your child is well enough to return to nursery.

If your child has had sickness and/or diarrhoea they must not return to nursery for at least 48 hours to avoid passing the infection on to other children.

What happens if my child has an accident?

Our team on duty will always include staff with a Paediatric First Aid certificate and up to date training. A First Aid box is kept in the nursery and we need your consent for staff to apply simple first aid (e.g. cold compress, plaster). If your child has an accident in the nursery, details will be recorded in the accident book and you will be asked to sign it once you arrive. If your child has a more serious accident and needs to go to hospital, we will ring for an ambulance and ask you to meet us there.

Please let us know if your child has had an accident at home.

What does ‘Safeguarding’ mean?

We have an official policy to help us deal with situations where a child may be suspected of being neglected or abused. We have a duty to ask about potential safeguarding issues and we take our responsibility to protect the whole family seriously. The Children Act 2004 states that the welfare of a child is paramount and makes it clear that staff have a professional duty to take action if they are concerned a child may be at risk of physical or sexual abuse or in danger of harm. Parents will be contacted by the relevant authorities if this policy is implemented.

What records will you keep on my child?

We take our responsibilities for data protection very seriously and keep the limited information we hold on you and your child secure at all times, including:
• Your original application and other consent forms
• Your child’s Learning Journey (which they take with them when they leave nursery)
• Medical records, details of allergies and so on

What should I do if I am unhappy with any aspect of the nursery?

We are confident you and your child will enjoy your time with us, but if you are unhappy for any reason, please make an appointment to discuss the matter with your child’s key person as soon as possible.

Every effort is made to resolve the situation at this stage. However, if this is not possible, please ask to speak directly with the Nursery Manager. They will be happy to explain our full complaints procedure and advise you on what happens next.

Do I still need to pay fees when my child is sick or on holiday?

Yes, you still need to pay fees as normal if your child is sick or on holiday.

How qualified are your nursery teams?

Our staff are crucial to the consistency and quality of what we do; they are recruited because of their experience, knowledge, enthusiasm and commitment to caring for children. Eighty per cent of our staff are qualified to NVQ Level 3 with opportunities to gain further qualifications.

Where will I find essential information about nursery policies?

Along with our Parents Handbook, which you will receive before your child arrives on their first day, full copies of all our policies and procedures are available on request at any time. Simply ask your nursery manager.