Statement of Purpose
R-June 2015
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Content 1.
Introduction
Page 3
2.
The Person Responsible
Page 3
3.
The Registered Care Manager
Page 3
4.
Legal Status
Page 4
5.
Aims & Objectives
Page 4
6.
How Will We Achieve Our Aims and Objectives
Page 5
7.
Our Principles
Page 5
8.
Service Users Rights
Page 5
9.
Privacy
Page 5
10. Dignity
Page 6
11. Independence
Page 6
12. Civil Rights
Page 7
13. Choice
Page 7
14. Fulfilment
Page 7
15. Health and Personal Care
Page 8
16. Staffing
Page 8
17. Our Staff
Page 9
18. What Services Do We Offer
Page 10
19. Management and Administration
Page 11
20. Complaints
Page 11
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1. Introduction Heritage Healthcare Windsor offers a homecare service to a wide range of people who need care and support whilst living in their own home across the Royal Borough of Windsor & Maidenhead, Slough & South Bucks. We are able to assist with tasks, with the aim of helping to maintain your independence in your own home for as long as possible. Tasks such as washing and dressing, getting up and going to bed, bathing, sitting service/companionship and sleepovers to name a few. Heritage Healthcare Windsor also offers help with all household tasks including shopping, domestic housework, laundry and preparing meals.
2. The Person Responsible/Managing Director The person registered with the Care Quality Commission as the registered provider for Heritage Healthcare – Windsor Mr Adrian Greensmith Franchisee Owner Heritage Healthcare – Windsor Claremont House 70-72 Alma Road Windsor Berkshire SL4 3EZ
Tel: 01753 428 028 E:mail:
[email protected]
I have personal experience of engaging with care providers, both from the requirements of family members and through my voluntary work with Mencap, for who I am now Chairman in Windsor. These experiences have left me feeling that care can be and should be provided to the best possible level. With empathy shown towards the service user, their family and loved ones, combined with strong engagement to provide the most positive experience for all. I am committed to applying learnings from my career in account management to ensuring that our service is of the highest quality. Key to this will be the recruitment, training and ongoing support of an expert team of carers, empowered to do the absolute best for our service users.
3. The Registered Care Manager The person registered with the Care Quality Commission as the registered manager for Heritage Healthcare – Windsor is: Ms Sadie McKay Registered Care Manager Heritage Healthcare – Windsor Claremont House 70-72 Alma Road Windsor Berkshire SL4 3EZ
R-11 September 2015
Tel: 01753 428 028 E:mail:
[email protected]
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Page |4 I have worked in the care industry for over 25 years and have extensive knowledge and experience supporting young adults and older people. I am confident in my skills and abilities to ensure the needs of all our clients are met and believe I deliver services to a very high standard. I am a highly motivated individual and give great attention to detail. I have a great passion for delivering expert care. Our Service Users wellbeing and empowering then to be as independent as possible is one of my many goals. During my last 14 years in Management of care I have achieved so much. I have watched the face of care change and I have been part of this change to ensure not only people receive a high standard of care but, their care is person-centred and joined with other care professionals when needed. I will strive to ensure our services at Heritage Healthcare Windsor continue to exceed Service Users expectations. I manage my time effectively and complete all duties to a high standard. I have excellent communication skills, verbal and written. I am flexible in my approach and able to prioritise tasks. I am a calm individual and work well under pressure dealing with difficult situations in a professional way. You can speak with the Manager between 9am and 5pm Monday to Friday by contacting the office on: 01753 428 028. The wellbeing and protection of our Service Users is paramount and Heritage Healthcare Windsor has policies and procedures in place which our staff follow in order to ensure the security of our Service Users property and to protect them from all forms of abuse. All staff wear identity badges displaying their photographs as added security.
4. Legal Status Heritage Healthcare Franchising Ltd. Heritage Healthcare Franchising Limited is registered in England No: 07985550 Registered Office: Heritage House, 10 Houndgate, Darlington, DL1 5RF. CASTLEPOINT SERVICES LIMITED T/A HERITAGE HEALTHCARE – WINDSOR Heritage Healthcare – Windsor, Claremont House, 70-72 Alma Road, Windsor, Berkshire, SL4 3EZ Company Number: 09579182 Heritage Healthcare – Windsor is registered with the Care Quality Commission under the Health and Social Care Act 2008 to provide Personal Care.
5. Aims and Objectives Heritage Healthcare - Windsor provides care to people who have been assessed as needing assistance to meet their social and personal care needs. We will provide this support in your own home at times that are suitable and convenient to you. We place the rights of Service Users at the forefront of our philosophy of care.
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6. How Will We Achieve Our Aims and Objectives Heritage Healthcare - Windsor is totally committed to providing an excellent service to our Service Users. We place the rights of our Service Users at the forefront of our aims and objectives and seek to advance these rights in all aspects of the services we provide and encourage our Service Users to exercise their rights to the full.
7. Our Principles
Focus on service users. We aim to provide a service that is driven by the needs and aspirations of our service users by listening to them.
Fitness of purpose. We are committed to achieving our stated aims and objectives through reviewing our service. We welcome the feedback from our service users and their representatives.
Quality Services. We are committed to providing a quality service and to continuous improvement of the care that we provide. We are required to meet the National Minimum Standards for Domiciliary Care Agencies.
Meeting Assessed Needs. The care we provide is based on the thorough assessment of needs and the systematic and ongoing planning of care for each service user, made in conjunction with care managers and other health care professionals.
8. Service Users Rights We place the rights of service users at the forefront of our philosophy of care. It is accepted practice for individuals to express and exercise their rights.
9. Privacy We recognise that the need to accept assistance with personal tasks can be invasive of a Service Users ability to enjoy the pleasure of being alone and undisturbed or free from intrusion. We strive to retain as much privacy as possible for our Service Users at all times and treat them with respect by:
Giving assistance in personal situations as discreetly as possible.
Guaranteeing service users privacy when using the telephone, opening and reading post and communicating with friends or relatives.
Ensuring confidentiality of information that the company holds regarding service users.
Only entering Service Users homes after they have knocked and announced their arrival
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10.Dignity The dignity and value of each Service User will be recognised and respected, we will allow each individual Service User to exercise his/her personal choice of opportunity and lifestyle by:
Knowing the care plan for each individual Service User and how assistance should be given in accordance with their wishes.
Assist Service Users to present themselves to others as they wish through their clothing and grooming
Treating each Service User as a valued individual
Ensuring that each Service User is consulted directly in decisions over the provision, extent and timing of any care planned
Addressing Service Users by the name they prefer at all times
Tackling the stigma from which our service users may suffer through age, disability or status.
11.Independence We are aware that Service Users will have given up a certain amount of their independence in deciding to commence a home care service. We encourage all service users to maintain as much independence and individuality as possible in the following ways:
Maximising the abilities our Service Users have by encouraging them to carry out daily tasks unaided
Assist Service Users to take reasonable and fully thought out risks
Encouraging Service Users to have access to and contribute to the records of their own care. All service users receive a copy of their own care plan.
Promote opportunities for Service Users to establish and retain contacts beyond their home
Service Users are encouraged to control their own personal finances
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12.Civil Rights Our Service Users have the right to choose how they live, and we will support our Service Users to select from a range of options in all aspects of their lives, and to maintain their place in society as fully participating and benefiting citizens by:
Encouraging Service Users to access all public services such as libraries and local shops in their area.
Support Service Users to access all elements of the National Health Service
Ensure Service Users have the opportunity to vote in elections
13. Choice We aim to help Service Users exercise the opportunity to select from a range of options in all aspects of their lives by:
Preparing meals, which enable Service Users to decide what and when they consume food and drink of their choice.
Encouraging service users to exercise choice in the selection of organisations and individuals who support them
Encouraging service users to retain maximum flexibility in the routines of their daily life
14. Fulfilment Every individual, whatever the circumstances, has the potential for development and the right to hold personal aspirations. We seek to assist our service users in the following ways:
Responding appropriately to the personal, intellectual, artistic and spiritual values and practices of each service user.
Respecting the service users’ religious, ethnic and cultural diversity.
By ensuring that we are fully informed of each service users wishes, about their individual histories and characteristics.
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15. Health and Personal Care We will provide a total range of care, in collaboration with all appropriate agencies to meet the overall health and personal care needs and preferences of our Service Users. We will draw on expert/professional guidelines for the service that we provide. We will do this by:
Giving each Service User freedom of choice and access to their G.P., Dentist, Optician and Chiropodist and enabling Service Users to meet with healthcare professionals privately
Establish and carryout careful procedures for the administration of Service Users medicines
Produce with each service user and regularly update and thoroughly implement a service user plan of care, based on the initial and continuing assessments.
Take steps to safeguard a Service Users privacy and dignity in all aspects of the delivery of health and personal care
Provide special care to service users who are dying and sensitively assist them and their relatives at the time of death.
16. Staffing All Heritage Healthcare - Windsor all our staff have undergone a full DBS check to ensure our Service Users added peace of mind. The wellbeing and protection of our Service Users is paramount and Heritage Healthcare Windsor has policies and procedures in place, which our staff follow in order to ensure the security of our Service Users property and to protect them from all forms of abuse. All staff wear identity badges displaying their photographs as added security. We are aware that the staff will play a very important role in the Service Users welfare and for achieving our aims and objectives we will:-
Employ staff who are skilled and experienced in all areas of care.
Only recruit staff who share our commitment to providing excellent care
Ensure that staff will only be offered a post after they have undergone a satisfactory check on the DBS Adult Barred List and DBS Children Barred List a DBS check and have provided us with two written references to ensure our Service Users safety.
All staff will attend the Care Certificate induction programme and shadow an experienced carer before working with our Service Users, complete their Care Certificate training as well as attend Training throughout the year to ensure all staff are adequately trained to deliver the best care to our Service Users.
Provide at all times an appropriate number of staff with qualifications in health and social care to ensure that all contracts are met.
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Observe recruitment policies and practices which respect both equal opportunities and protect the service users safety and welfare.
All staff receive their Induction training before working with our Service Users this involves training on the following subjects:
Moving and Handling
Food Hygiene
First Aid
Infection Control
Security
Assessing Risks
Dealing with emergencies
Prompting and Administering of Medication
Control of Substances Hazardous to Health (COSHH)
Personal Protective Equipment
Equal Opportunities
Health & Safety
Fire Safety
Safeguarding Adults and Children
Nutrition and Hydration
Dementia
Person Centred Care
Communication
Staff will receive any specialised training they would need to meet an individual Service Users need as these needs arise and attend regular training sessions at our head office to ensure our carers are following the best practice guidelines.
17. Our Staff In all their dealings with Service Users, relatives, friends and the general public Heritage Healthcare - Windsor staff will be:
Polite and courteous
Cheerful and pleasant with an appropriate sense of humour
Actively helpful and caring in their approach and attitude
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Committed to the welfare of our Service Users
Encouraging of comments, suggestions and complaints and receptive towards them When dealing with Service Users staff will be:-
Understanding and responsive to the needs and preferences of each individual Service User
Respect the personality of each Service User
Make requests and suggestions and never issue orders
Make time to chat form friendships with Service Users
Be informal, efficient and take pride in their work
18. What Services Do We Offer Heritage Healthcare - Windsor offers services to a wide range of people within the area who need care and support whilst living in their own home. We are able to assist with tasks that you are unable to do for yourself, with the aim of helping to maintain your independence in your own home for as long as possible. We can assist you with: Personal Care including washing and bathing.
Household chores including shopping, light housework, laundry and preparing meals
Dressing and undressing
Prompting of medicines
Escorts to social events and medical appointments
Facilitating
Sitting service
Financial Planning
Any damage to a Service Users property or belongings caused by our staff when carrying out any service will be either fixed by the company or a replacement will be offered. Heritage Healthcare Windsor does have insurance to cover any costs. We will not work in a Service Users home if the Service User is not there and we will not allow people to enter or work in the Service Users home unless the Service User/family has arranged this themselves. We provide services to: Older People
People with learning disabilities
People with physical disabilities
People with mental health problems
People with Dementia
People with Sensory Impairment
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19. Management and Administration Leadership within a company is critical to all of its operations. To ensure that a leadership of the quality required, we will do the following:
Aim for a management approach, which creates an open, positive and inclusive atmosphere.
Introduce and operate effective quality assurance and quality monitoring systems.
Ensure that the Registered Care Manager is a person who is qualified, competent and experienced for the job role.
Work to accounting and financial procedures which will safeguard the service users interests.
Provide supervision and appraisals regularly
Keep up to date and accurate records in relation to all aspects of the company and service users.
Ensure that health, safety and welfare of the service users and staff is promoted and protected at all times.
20. Complaints Although Heritage Healthcare – Windsor strives to give the best service at all times, there may be times when our Service Users may be unhappy or dissatisfied with our service. At Heritage Healthcare – Windsor we encourage our Service Users to make use of our Complaints Procedure. The procedure is simple, clear and accessible and each Service User is given a copy of the procedure on commencement of our services. The procedure explains who to speak with if you have a complaint and what action will be taken to resolve your complaint. Heritage Healthcare – Windsor is committed to providing an excellent service to our Service Users and their families. We seek at all times to keep a clear focus on the needs and wishes of our Service Users and we will remain vigilant to ensure that the facilities, resources, policies, activities and services of the Company remain Service User led. This will be offered in a friendly and informal way and we strive to enable Service Users to live a full and happy life according to their own individual beliefs, values and preferences. Heritage Healthcare – Windsor Statement of Purpose will be kept under regular review and we welcome comments from our Service Users, their representatives and staff regarding this document.
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