HOW TO CONTACT US

HOW TO CONTACT US
For cancellations, general enquires or any other queries
please ring the office. Our opening hours are Monday to
Friday 8.30am to 4.30pm
To contact the Office ring; 01270 761104.
For emergencies outside office hours please ring the
above number and you will be put through to our out of
hours team.
What is an emergency?
An emergency is if you are taken ill, or into hospital or
anything else that requires urgent action.
1
Reviewed 03/2013
Review due 03/2014
POLICY AND PROCEDURES FOR MEDICATION
All service users and staff are protected by policies
and procedures for dealing with medication. Service
users who are able are encouraged to maintain
responsibility for their own medication. Those service
users unable to administer their own medication can be
provided with assistance subject to certain conditions
being met. This assistance must have been identified
through assessment by care management and be part of
the care plan.
The term medication includes the administering of all
prescribed medication.
If you wish to see the full policy, you can request a copy
from the office.
2
Reviewed 03/2013
Review due 03/2014
SERVICE USER GUIDE
Care Needs Ltd is a family run Limited company,
providing care and support in the service user’s home.
We aim to provide a professional service with highest
quality care to all our service users. Our objectives are
to promote independence and autonomy. We ensure
that all our staff are performing to our high standards
with constant supervision both formally and informally.
We provide the following types of services:






Palliative Care
Personal care
Providing meals/snacks
Domestic services including shopping and laundry
Companionship
Support
Care Needs Ltd operates a fully qualified ‘Double Up’
team, which specialises in care associated with
debilitating and terminal illness.
3
Reviewed 03/2013
Review due 03/2014
Social Care Workers are chosen for their initiative,
flexibility and outgoing and friendly nature and an
ability to work alone. All Social Care Workers undergo
a CRB (Criminal Records Bureau) and ISA Adults
First check, before they are allowed to commence work.
Our staff are trained in all aspects of care. They
receive a full 3 month induction which includes basic
training given by the Supervisors when they start; this
includes shadowing with experienced Social Care
Workers. It is envisaged that all Social Care Workers
will attain an NVQ level 2 in Social Care as soon as
possible after starting work with Care Needs Ltd.
Social Care Workers are required to wear an
identification badge and full uniform at all times. They
will also attend courses run by Social Services, local
colleges and in-house trainers including:











4
Safeguarding Adults
Dignity in Care
NVQ’s
Fire Safety
Health & Safety
Moving and Handling
Safe Handling of Medicines
Infection Control
Basic Food Hygiene
First Aid
Dementia Training
Reviewed 03/2013
Review due 03/2014
 Catheter Care
 Emergency procedures, what to do in the event of a
fire, unable to gain access to a Service Users home,
and what to do if a Service User has an accident.
 Administering eye drops
All staff update and attend new courses on a regular
basis.
5
Reviewed 03/2013
Review due 03/2014
The registered Manager of Care Needs Ltd is Brenda
Westwell. Brenda has worked in Home Care for over 18
years and has been running Care Needs since 2000.
Before this, she was employed as a Manager/Trainer
Manager for Bass Breweries for over 16 years. Training
received over the last 20 years includes;











6
Fire Safety, Health & Safety
Bookkeeping
Managing Staff
Disciplining Staff
Recruiting Staff
Moving & Handling
Training for Management
Stock Control
Wine & Spirit Diploma
Organising staff to cover holiday/sickness
Customer relations
Reviewed 03/2013
Review due 03/2014
COMPLAINT/COMMENTS PROCEDURE
Care Needs welcomes comments and suggestions on any
aspects of the service we provide as this helps us to
improve our service. We also welcome your concerns
and complaints as it helps us to resolve problems and to
make improvements for you and other people using the
service.
INFORMAL COMPLAINT PROCEDURE
Please let us know at once by telephoning us on 01270
761104
We will do our best to rectify the situation as soon as
possible. Should you feel the complaint has not been
resolved to your satisfaction, then you should put it in
writing. Once you have done this, the complaint then
becomes formal.
FORMAL COMPLAINT PROCEDURE
If you need help to make a complaint contact Age UK on
01606 836599 or the Citizens Advice Bureau 0870
1204040
Written complaints should be addressed to Mrs Brenda
Westwell at Care Needs Ltd at the address at the
front of this brochure.
7
Reviewed 03/2013
Review due 03/2014
When a written complaint is received, we will
acknowledge receipt of the complaint within 7 days.
We will investigate your complaint and inform you of
the outcome within 28 days.
You are welcome to contact the local government
ombudsman at any time during the course of your
complaint if you feel we have not dealt with your
complaint to your satisfaction.
Complaints can be made to Cheshire East Council
Supporting People & Contracts Team
Integrated commissioning
Floor 4
Delamere house
Crewe
CW1 2LL
Phone 03001235010
8
Reviewed 03/2013
Review due 03/2014
OUR SERVICES
We provide care and support to service users in their
own homes
The service users include:




Older People (over 65 years old)
People with Physical Disabilities
People with Dementia
People with Terminal Illness
Our services include:
Domestic duties
Housework, laundry, ironing, shopping, light meals, and
pension collection
Personal care
Washing and bathing,
prompting medication
dressing/undressing
and
Companionship/Support Work
Someone for you to talk to and share a joke with
accompanying Service Users outside their home.
9
Reviewed 03/2013
Review due 03/2014
A LITTLE BIT MORE ABOUT US
Our Sandbach branch covers the East Cheshire areas
of Sandbach, Congleton, Alsager, Middlewich, Holmes
Chapel and Goostrey and Crewe.
If you wish to discuss any of the services in the
Sandbach area, please call the supervisor on 01270
761104.
Care Needs Ltd is regulated by Care Quality
Commission (CQC).
Citygate
Newcastle on Tyne
NE14PA
Telephone : 03000 616161
Fax :
03000 616172
Our CQC inspection report can be found on the CQC
website, or if you would like a copy sent to you please
contact the office. Care Needs Ltd compiles as Annual
Quality Assurance Report every year. The assessment
provides details of the previous year and the plans for
the forthcoming year, if you would like a copy please
contact the office and we can send you a copy.
10
Reviewed 03/2013
Review due 03/2014
CODE OF PRACTICE SUMMARY
You have the right to:
 Expect that your dignity as a human being will be
respected
 Your views on the service you receive and how they
will be provided including the extent of services
and the timing
 Decide who will or will not provide these services.
You do not have to have a care worker with whom
you are not compatible, or in your opinion does not
carry out the tasks proficiently
 Request a review of the service provided and
change these services if and when the need arises
 Full information on all the services that Care Needs
provides and the charges involved in providing such
services
 Privacy and confidentiality. Personal information
held by Care Needs is available on request and will
not be discussed with a third party without your
express permission
11
Reviewed 03/2013
Review due 03/2014
 Expect that you will not be subject to
discrimination because of colour, creed, disability,
age, gender or sexuality.
 Expect that any member of staff will act in your
best interests at all times, and comply with all the
policies and procedures outlined in this brochure
 Complain about the service. Care Needs has a
complaints procedure, a copy of which is contained
in this brochure
12
Reviewed 03/2013
Review due 03/2014
WHAT YOU CAN EXPECT FROM US
Care Needs has been formed to provide you, the
service user with help in your own home.
We pledge to:
 Treat you as an individual and with respect
 Value your dignity
 Perform all the duties as set out in your care plan
 To provide Social Care Workers who are prompt,
reliable, courteous and competent
 Confidentiality – service users and their relatives
or representatives know that their personal
information is handled appropriately and that their
personal confidences are respected
13
Reviewed 03/2013
Review due 03/2014
WHAT WE EXPECT FROM YOU WHEN YOU
RECEIVE A SERVICE
 Tell us if you will not be at home when you are
expecting a visit from us – by phoning the office on
01270 761104
 Understand that staff will wear protective clothing
(e.g. gloves) to prevent cross infection
 Provide the toiletries you like to use
 Provide ordinary household materials and equipment
which is safe to use to help us do tasks for you
 Understand that we may not be able to do
something the way you would like us to because we
must follow our ‘Moving and Handling Policy’ in order
to maintain the Health and safety of our staff
 Sign a record if we help you deal with your money
 Allow us to use a medication system in line with our
policy if we support you with your medication
 Not to ask staff to perform tasks which are not
included in the care plan
 Not to offer gifts or gratuities to our staff
14
Reviewed 03/2013
Review due 03/2014
HEALTH AND SAFETY
Our aim is to provide and maintain a safe and healthy
working environment, practices and equipment for all
our staff, and to provide training and supervision to
attain this aim. We recognise that our activities and
practices can affect the health and safety of others.
WE ASK OUR CARE WORKERS TO
 Take reasonable care of themselves and others
 Assess and report any health and safety risks to
which they or others are exposed to while at work
 Use any equipment as per training instructions
given
 Co operate with you and Care Needs Ltd on health
and safety matters
 Comply with any statutory provisions
WE ASK YOU TO
 Provide safe and acceptable working conditions and
equipment
 Take reasonable care of yourself and others
 Provide complete details of your needs and
requirements
 Co operate with Care Needs and its workers in
order to achieve a safe and healthy working
environment
15
Reviewed 03/2013
Review due 03/2014
MOVING & HANDLING
Sudden Deterioration
If your ability to move or transfer from a bed or chair
is affected due to illness or some other reason, there
are only certain tasks that our Social Care Workers can
do for you. This is because of Government Moving &
Handling Regulations. Most people can safely remain in
bed and essential care tasks can be carried out there
whilst awaiting medical advice or the provision of
equipment such as a hoist.
If you are in bed, we can:
 Assist with personal care
 Assist with medication
 Assist to make you comfortable
 Provide general advice on continence products
 Prepare food and drink
We CANNOT without a moving and handling assessment
or equipment:
 Move your position, for example from bed to chair
 Move you whilst taking all or most of your body
weight
 Social Care Workers cannot under any
circumstances lift you from any position even with
assistance from another person, be it a relative,
friend or other Social Care Worker.
16
Reviewed 03/2013
Review due 03/2014
MOVING & HANDLING ASSESSMENT
The purpose of an assessment is to ensure that the
health & safety of both the service user and care
worker is maintained while a service is being provided.
The risks associated with the moving & handling task
will be identified and action taken to minimise them. It
is the responsibility of both the care worker and
service user to comply with the assessment.
This may mean that care workers use equipment or work
in a way that is different to what you are used to, or
the environment may need to be changed to make the
moving & handling task safer.
17
Reviewed 03/2013
Review due 03/2014
POLICY AND PROCEDURE DEALING WITH PETS
Purpose
This policy & procedure established guidelines for home
Social Care Workers to deal with pets in the service
users own home.
It has long been recognised that a pet can contribute
significant benefits to the general health and well being
of service users, particularly those at risk of becoming
isolated. However, the health and safety of home care
workers must also be taken into account when dealing
with service users pets.
A copy of the full policy can be obtained if you contact
the office.
18
Reviewed 03/2013
Review due 03/2014
INSURANCE COVER
We are insured for loss or damage with the UKHCA
If you find for whatever reason that there has been
damage to any of your property or belongings whilst a
Social Care Worker was in your home, you must report
it immediately to us
Call the Manager on 01270 761104
The Manager will investigate the occurrence of the
damage and report to our insurers if necessary
19
Reviewed 03/2013
Review due 03/2014
YOU AND CARE NEEDS
The Care Needs Code of Practice is designed to provide
guidelines to enable:
 The highest standards of care to be provided
 The rights and welfare of service users to be of
paramount importance
 The rights and welfare of care workers to be
protected
Gifts
Staff cannot receive gifts from the service users.
There may be occasions where it is acceptable, but this
must always be reported to the Manager.
Fees
If your care is commissioned through the council all
your Invoices will go through them. If your care is
commissioned privately through Care Needs Ltd or you
receive a Direct Payment, you will receive an Invoice
from us every fortnight. Care Needs Ltd charges can
be obtained by phoning the office.
20
Reviewed 03/2013
Review due 03/2014