For our customers we want to offer them a choice – to live at home with the best care possible not forced to take what is given to them by their local council or social services department but have a real opportunity to research the care they are getting and choose the best in the area. By maintaining an exceptional CQC status we can ensure we are the best choice for new and current clients.
You can read our CQC Report by clicking this link : http://www.cqc.org.uk/location/1-734366552
All of our staff are trained to an exceptional level and as well as the classroom training; all new employees do “shadowing shifts” with current experienced senior carers. In addition all staff are scrupulously vetted and full identification qualification and DBS checks are taken. All of the training is refreshed yearly as well as ID checks, health declarations and DBS checks.
We believe that each service user in our care has the fundamental right to be regarded as an individual and given our special attention. We encourage people who use our service to be involved in developing their care and support plan, identifying what support they require and how this is to be carried out. We have introduced ‘One Page profiles’ of Service Users to ensure we use a person centred approach. Support plans are written in a caring way taking wishes and feelings of people and their families into consideration. Staff clearly know and understand the individual needs of each person, what their likes and dislikes are and how best to communicate with them so they can make their own decisions and choices. Key staff are consistently matched to people who use our service to enable them to develop good relationships. Staff induction and training, along with policies and procedures supports values and beliefs in the dignity and welfare of people. Feedback from people and their families is valued and responded to. 12 weekly spot checks and annual questionnaires are carried out so we can obtain feedback and continually look at ways to improve our service and address any issues or concerns people may have.
Care of the dying and terminal care requires a team approach and we liaise closely with family and other professionals to ensure a caring and coordinated service. Care is equitable, taking into consideration capacity, consent and human rights. Staff are prepared to cope with the emotional and physical needs of the person as they can both be very demanding. Key workers are introduced who are the main point of contact for the person, the family and the rest of the team. The key worker is often not the most senior member of the team but is the important person who liaises and who ascertains that nothing is left undone or duplicated. Letter and cards that are received from people and their families with positive comments are displayed in the branch reception. These are shared with the relevant staff members as part of their own personal development plans.
Staff are knowledgeable about the people they support. They are aware of preferences and interests, which enables them to provide a personalised service. Our call monitoring system allows staff to communicate effectively with their line manager through email or the secure notes option which is available on their handsets. We work closely with social services and other professionals regarding the general welfare of each Service User. For example, if a staff member is concerned that an individual is becoming socially isolated then we would request a home review visit with the social worker where the care package can be discussed and reviewed. Staff support people to access the community and escort to day care centres to minimise the risk of social isolation. We are very obliging and responsive in changing visit times to accommodate appointments. Service Users are given the option to receive a weekly schedule at the start of services. Here they can view their visit times and the allocated worker for each visit. Our website also enables people and their families to log on with their unique pin to view their list of visits. Some schedules are emailed or faxed direct to family members if requested. At initial assessment stage people are made aware of the complaints procedure and all information required is provided in their Service User guide as part of their support plan. We have recently implemented the use of communication books for all of our Service Users. Staff can record any messages for their colleagues or family members and other informal carers of people in the small exercise books to improve communication and effective care planning. This may be to discuss grocery items that need replenishing, arrange hospital appointments or advise staff that a meal has been prepared in the fridge ready to heat up. We have found this tool invaluable and feedback from families obtained through reviews has been very positive. Our out of hours service allows people and staff to call and speak direct to a trained care coordinator on the usual office number. An alternative mobile number is also provided at start of services. We have recently implemented the use of back up staff to allow for staff absences. Our team leaders take part in a rota that retains them to cover sickness at short notice or when unforeseen emergencies arise. This fast response system ensures that shifts can be covered flexibly with the changing needs of the service.