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INFORMATION FILE
Contents:
1. Introduction to Essential Homecare Services
2. Statement of purpose
3. Services Provided
4. Management Structure
5. Service charter
6. Emergency cover (out of hours)
7. Complaints procedure
8. Medication policy
Appendices
Appendix 1
Family quality assurance comment sheet
Appendix 2
Complaint report form
Appendix 3
Medication consent form
1. INTRODUCTION
EHCS is dedicated to providing a home care service
to fit the needs of the elderly and people with learning and physical
disabilities and their cares living in their own homes.
As well as providing care to the private
sector EHCS has been included on the Approved List of Domiciliary Care
Providers for all four EHSSB Trusts.
Our catchment area being North Down.
Initially, EHCS Directors will visit you by
appointment to explain the services available and discuss your
individual care requirements.
When your care package has been agreed,
EHCS Director will attend for your initial visit with a view to carrying
out a risk assessment and ascertain the most suitable carer(s) for your
particular situation.
It should, however, be noted that EHCS reserve the right to discontinue
all or part of your care package as a result of any risk pertaining to
the care or client whilst fulfilling your care requirements.
Continuity remains high on our list of priorities.
The care team will not if possible be
changed.
All our carers are personally interviewed
and at least two references are required.
The carers must comply with EHCS Policies
and Procedures and wear an identity badge.
EHCS Directors arrange training and will
periodically visit you to monitor your care’s performance.
Our carers will treat you and your home
with respect.
Each carer is given a list of people to visit
through out the day.
However sometimes events beyond the carers
control may delay your visit, for example, if their previous client has
had a fall or has been taken ill.
In these cases we ask for a 10 minute
leeway- if after 10 mins the carer has not arrived ring:
EHCS emergency number : 0 2 8 9 1 8 1 0 7 5 7
In the main few problems arise, but EHCS will endeavour at all times to
inform you of any changes as soon as possible. Please let us know,
giving 24 hrs notice if possible, if you need to cancel a visit for some
reason e.g. hospital visit or if family is calling.
If your carer shops for you and needs to handle
money on your behalf, they will give you a receipt which you should keep
safe.
The cash transaction will be recorded in
your client folder which will be kept in your home.
If you are dissatisfied with any aspects of the services you have
received please notify EHCS immediately either by phone or letter, our
Complaints Procedure will be explained from the outset of your care. A
family quality assurance form will be in your client folder to express
concerns or issues which the Owners will inspect when they visit.
QUALITY & CONTINUITY
www.essentialhomecareservices.co.uk
2.
STATEMENT OF PURPOSE
Essential Homecare Services is a family run business dedicated to
providing a high standard of care to the elderly and people with
learning and physical disabilities to remain independent in the comfort
of their own home.
Our objectives are:
To provide a high standard of care.
Owner / Managers involved in day to day care
(hands on) of service users and are always looking for feed back so we
can constantly maintain a high standard and look for ways to improve our
service.
Staff performance is a priority and with regular contact and appraisal
we can identify training needs and ensure staffs have the skills and
knowledge required to perform their duties to a high standard.
To maintain quality of life
Quality of life is maintained through
communication and sensory stimulation along with ensuring that service
users are well washed dressed and are presentable.
Monitoring of
fluid and food intake will ensure good
health.
Risk assessing the home environment will
ensure safety.
Promote independence
Prompting and encouraging the service user to do as much as they can
under supervision as to there preference.
Preventing instances of abuse to vulnerable people
Staff are trained as to the different forms of abuse, how to recognise
them and what action to take if they suspect an incident of abuse.
Risk assessing
Risk assessing is always ongoing to ensure the
safety of the service user and staff attending.
If a risk is identified then the
appropriate professional (Physiotherapist / Occupational therapist) will
be requested to assess and make a recommendation to eliminate that risk.
Respecting core values
Core values, privacy, dignity, independence, choice, fulfilment, rights
are respected at all times.
Service users have an in put into the care
planning of their needs and sign a personal care plan agreeing to the
care being provided.
This plan gives them the choice as to how
the care is provided making sure that they exercise their right of
choice.
The Registered Provider
Mr. Garry and Mrs Elizabeth Cavill are the registered persons who Own
and manage the company.
Address:
Unit AB5, Ards Business Centre, Jubilee Road,
Newtownards,
BT23 4YH.
Tel: 02891810757.
The person registered with the Regulation and Quality Improvement
Authority is
Mr. Garry Cavill
Unit AB5 Ards Business Centre, Jubilee Road
Newtownards.
BT23 4YH.
Mr & Mrs Cavill are the founders of Essential Homecare Services and have
been running the company successfully for the last 12 years.
Our Social Care Workers are inducted into the
company by the Owner Managers to ensure a high standard of care is
delivered.
Our training is purchased from The Beeches
management centre, Nursing and midwifery education.
Staff training and development includes the following:
1. Moving and handling patients.
2. Health and safety in the work place.
3. Basic life support.
4. Infection control.
5. Catheter care.
6.
Challenging behaviour. (Special needs
7. Protection of vulnerable adults and children.
8. Dementia awareness.
9. Care practice/recording/reporting.
Complaints procedure
If a service user has a complaint then it is vital
that a complaint is dealt with as a matter of urgency.
Dealing with complaints is a good tool to
improving our service.
Our complaints procedure is explained in
our client folder kept in the service user’s home. It explains who to
make a complaint to, in this company, it is the registered person.
(Mr. G Cavill).
The nature of the complaint must be stated.
EHCS will respond to a complaint on the day
the complaint is made.
An action plan will be made along with time scales
to indicate how the complaint will be dealt with.
EHCS will want the service users to
indicate their level of satisfaction as to the response.
If the service user is dissatisfied to the
response then the following bodies can be contacted.
Regulation and Quality Improvement Authority,
9th
Floor, Riverside
House,
5 Lanyon Place,
Belfast.
Tel: 02890517500
Community Care department
2 Church Street,
Newtownards. Tel: 0289151000
CHANGE TO REGULATION AND PROCEDURE APRIL 2009.
Complainants no longer have access to stage 2 investigation of their
complaint by RQIA in relation to a regulated service.
Complaints which can not be resolved locally by the Registered Provider
and Health and
Social Care Trust should be now referred to the NI Ombudsman.
The Ombudsman
Freepost BEL 1478
Belfast
BT1 6BR
Tel: 02890234912.
Free phone: 0800 34 34 24
Organisational structure
Mr & Mrs Cavill being the Owner / managers are
responsible for all aspects and the complete running and care provision
being delivered.
All concerns and communication to and from
staff or with any other professional body is done through them.
Philosophy of care
At the start of any care provision the Owner /
managers will discuss and prepare a care plan with the service user
ensuring that all aspects of assessed needs have been addressed. The
service user will be encouraged to have a maximum input into the care
plan to enable them to have a choice into how the care will be
delivered.
Once this has been agreed a personal care
plan will be drawn up and will require the service user’s signature to
confirm they are agreeable to the tasks that will be preformed ensuring
that they have a choice and that good and right decisions have been
made.
All staff will treat service user and service
user’s home with respect.
Confidentiality is enforced at all times.
Before any care is started the Owner / Managers
will introduce the care team to the service user.
This gives the service user the peace of
mind that no strange person will enter their home prior to an
introduction.
All Social care staff will carry ID badges,
with a verification number on the reverse side.
The care plan will be discussed and the service user’s choices and
preferences will be high lighted.
A routine will be set so all care teams are
performing the tasks uniformly.
The Owner Mangers will then monitor the team’s
performance and visit them on a daily or weekly basis to encourage feed
back as to the standard of care being provided.
A Family quality assurance form is kept in
the client folder in the service user’s home which will be inspected at
each visit by Owner / Managers.
3. SERVICES PROVIDED
EHCS is a domiciliary care provider.
We provide a home care service to the
elderly and people with learning and physical disabilities to enable
them to stay independent in the comfort of their own home.
ALL OF THE SERVICES LISTED BELOW CAN BE TAILORED
TO MEET EACH INDIVIDUAL NEEDS.
VISITS CAN BE 1 OR UP TO 4 TIMES A DAY.
MORNING, LUNCH, TEA AND BED TIME.
Our Services Covers:
Getting up / back to bed services.
Personal Care:
Dressing/ Undressing
Showering/ Bathing (Daily or Weekly)
Stoma/ Catheter care
Nail trimming (Not feet)
All aspects of personal hygiene
Domestic Care:
Bed making, including beds following incontinence
Super vision at meal times
Help with drinking
Advanced preparation of snacks / drinks e.g. Flasks
Social and Emotional support (Sitting & Companionship):
Day sitting
Night Sitting (approx. 2300 - 0700 hrs)
24 hr care
4. MANAGEMENT STRUCTURE
ESSENTIAL HOMECARE SERVICES
UNIT AB5 ARDS BUSINESS CENTRE, JUBILEE
ROAD
NEWTOWNARDS
Co.
DOWN
NORTHERN IRELAND
BT23 4YH
TEL: (028) 9 1 8 1 0 7 5 7
ESSENTIAL HOMECARE SERVICES PROVIDE A 24 HR SERVICE
EMERGENCY NUMBER: (0 2 8)
9 1 8 1 0 7 5 7
ESSENTIAL HOMECARE SERVICES
OWNER / MANAGERS
Mr Garry Cavill
Mrs Elizabeth Cavill
TEAM LEADER
Mrs Elizabeth Cavill
CO - ORDINATER
Mr Garry Cavill
5. SERVICE CHARTER
Essential Homecare Services will attempt to
arrange the services to meet your individual needs.
Essential Homecare Services will keep you fully informed and consulted
regarding any changes in staffing arrangements.
Essential Homecare Services staff will be punctual.
Essential Homecare Services
staff will follow the agreed care plan.
Essential Homecare Services staff will treat you and your home with
respect.
Essential Homecare Services staff will respect the Core Values which
protect an
Support an individual those being
PRIVACY
DIGNITY
INDEPENDENCE
CHOICE
FULFILMENT
RIGHTS
Any changes to the services should be negotiated with Essential Homecare
Services
Directors and Trust Care Manager.
Any complaints you may have will be treated very seriously and
investigated fully.
You may contact Essential Homecare Services 24 hrs
a day on (028) 91 810757
ESSENTIAL HOMECARE SERVICES
AIM IS TO MAINTAIN AND IMPROVE QUALITY OF LIFE AND TO PROMOTE INDEPENDENCE
6. EMERGENCY COVER/OUT OF HPOURS CONTACTS
IN THE EVENT OF AN EMERGENCY THE FOLLOWING NUMBERS CAN BE USED:
ESSENTIAL HOMECARE SERVICES
0 2 8 9 1 8 1 0 7 5 7
DOCTORS ON CALL AFTER WORKING HOURS
0
2 8 9 1 8 2 2 3 4 4
7. COMPLAINTS PROCEDURE
EHCS aim is to provide a high standard of care.
We can not accomplish this unless we
Are informed of any grievances you may have.
If you have complaints then fill in a complaint form in your client
folder.
Your compliant will be addressed seriously and without delay.
EHCS will inform the Trust Representative of your compliant with in
three working days.
You will be notified as to an outcome /response of your complaint within
twenty eight
Working
days
If the matter is unresolved the help of the Trusts Representative
will be sought.
The following are relevant addresses and
telephone numbers:
Essential Homecare Services
10 Beverley Avenue
Newtownards
BT23 7UE
(028) 91810757
Trust Representative
2 Church Street
Newtownards.
(028) 91510000
Regulation and improvement Authority
9th
Floor
Riverside
Tower
5 Lanyon
Place
Belfast
(028)90517500
Management of
medicines
MEDICATION POLICY
Medication can be administered if it is written in the care plan form a
sealed appliance by social care workers.
Record in daily comment sheet when medications have been administered.
The administering of medication must only be in accordance with the
prescriber’s directions.
If service user refuses to take medication report and record in daily
comment sheet and seek advice form GP or District Nurse.
Service users must be encouraged to administer themselves with the
minimum
Assistance and supervision.
If service user is unable to remove tablets
then medication
Can be removed from blister pack.
All staff must be trained to administer medication before doing so by
Owner / Manager as part of induction and shadow visiting.
Service users have written authorisation from main carer, e.g. family or
next of kin. (See consent form)
Liquids - eyes, nose, ear drops must have
explicate instructions on them; do not accept “as directed by Doctor”.
Ensure they are not out of date.
If an additional medication is prescribed there will be written
instruction in the care plan for authorisation to administer.
Incident reporting must be done if there is an overdose, missed doses
and wrong doses, near misses and recorded in daily comment sheet and
contact line manager.
Medication record form to in client folder to be completed at each visit
if medications have been administered.
Monitoring system in place to ensure records are accurately maintained.
Owner/ Manager will check when we visiting.
If advice is needed about a medication contact
service user’s GP( number in client folder) or out of hours Doctor – on
–call.
02891822344.
WHAT TO OBSERVE AND REPORT
If you think a medication is doing some harm, e.g. causing nausea,
diarrhoea, rash, drowsiness, listlessness or any other changes you may
think is due to medication.
If medication is not taken, e.g. from the night
before, or all of the days medication is gone.
Report and record and inform EHCS
02891810757
If there is over stocking of medication.
If there is a large dose increase or withdrawal of medication.
All medication to be stored in an closed cupboard.
WHAT NOT TO DO
Do not give injections, enemas, redress wounds
without prior instructions.
This is called
INVASIVE
PROCEDURE and can be classed as
ASSAULT.
Do not alter, change or increase dose.
Do not give medication without instructions.
Do not store medication for clients.
Do not collect or return medication to chemist.
Do not give advice on medication.
Do not apply steroid cream.
Do not administer medications covertly.
Do not purchase or administer over the counter medications.
When unsure seek advice 02891810757.
Appendix 1
FAMILY QUALITY ASSURANCE COMMENT SHEET
Name:
Address:
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Date
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Quality Issue / concern.
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EHCS comments
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Action and timescale
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Service
user signature_____________________
Date__________
EHCS
signature__________________________
Date__________
Appendix 2
COMPLAINT REPORT FORM
This form must be completed for any type of
complaint.
Homecare workers must complete this form
even if the complaint does not involve them.
NAME (SERVICE USER):
DATE:
TIME:
LOCATION:
NATURE OF COMPLAINT
RESPONSE TO COMPLAINT
LEVEL OF SATISFACTION
ACTION PLAN AND TIME
ACTION PLAN AND TIME SCALE
SIGNED EHCS:
POSITION HELD:
SERVICE USER SIGNATURE:
ESSENTIAL HOMECARE SERVICES WILL RESPOND TO THIS COMPLAINT IMMEDIATELY
AND WILL RESPOND FULLY WITHIN FIVE WORKING DAYS.
SIGNED EHCS DIRECTOR:
Appendix 3
MEDICATION CONSENT FORM
I......................................................................................
Give my permission to
ESSENTIAL HOMECARE SERVICE’S staffs to prompt / assists to administer
prescribed medication
To
..............................................................................
from a sealed container as directed by the G .P.
Signed on behalf of
Essential Homecare Services
SIGNATURE:
SERVICE USER / NEXT OF KIN SIGNATURE:
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