Service User Guide
Contents
1. Care and Support Worker receiving additional training These lists are not exhaustive Your Care and Support Workers may support you with the following Personal care and hygiene Assistance to get up and go to bed Help with washing and or bathing Shopping Meal preparation Domestic cleaning Laundry Social support and companionship Assisting with or administering prescribed medication Your Care and Support Workers may not support you with the following Cut toe nails unless provided by our trained toe nail cutting assistants Give injections Change sterile dressings Insert or withdraw catheters Your Care and Support Workers may perform with Service User specific training e Eye or ear drops We want to help so if there is something that we cannot help you with we will endeavour to advise you of someone who can 5 How your services are arranged When we receive a referral or a request to provide services from either an individual or an organisation we record all details and arrange a visit The first visit is to meet with the Service User their family and or representative to discuss their expected outcomes We will then either at the first or a subsequent meeting discuss with the Service User family and or representative the required service against the expected outcomes any risks will also be discussed A copy of their Needs Assessment Care Plan and Risk Assessment will be given to the Service User to be kept2. will give a minimum of fourteen days notice of any increase in the fees payable for their services 12 Carewatch will give a minimum of twenty four hours notice to withdraw the service save in the case of substantial breach of any express or implied term by the Service User in which case the services may be withdrawn immediately 13 The Service User shall give a minimum of twenty four hours notice to terminate the service Possible withdrawal of service Carewatch has a policy to maintain a work environment that is free from harassment for all staff Carewatch exercises a zero tolerance approach to harassment for all of our staff Very occasionally it becomes necessary for a Branch to withdraw a service Such action would normally only take place because of a serious health and safety risk or unacceptable behaviour being displayed by the Service User or others in the household and very exceptionally when the services we are able to provide is insufficient to meet the needs of the Service User Persistent non payment of invoices if self funding may also incur withdrawal of services Given the sensitive nature of and care implications surrounding a withdrawal of service this action will only be taken after full consultation with and notice to the Service User family and or their representatives and any relevant professional involved with their care Charges and payment If your care is determined by Social Services they will calculat
3. carewatch supporting independence Your service guide From CAREWATCH carewatch supporting independence CONTENTS 1 Introduction 2 Contact details 3 About Carewatch 4 Our services 5 How your services are arranged 6 What to expect 7 Our approach to quality 8 Questions and answers 9 Our terms of business 10 Other important information 11 Acceptance form Version 7 Page 2 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence 1 Introduction Welcome to Carewatch and thank you for choosing the UK s leading provider of home care It is our aim to make sure that you receive the highest quality of care and support at all times and that you are happy with the service we provide to you This guide has been written to give you information about the service you receive and how to contact us should you need to get in touch We always welcome any comments or questions you may have about any aspect of the service you are receiving from us You will find details about your local office address and telephone number in this guide Please contact your local office if you have any questions concerns or comments about any aspect of the service you are receiving from Carewatch Thank you We look forward to supporting your independence at home Version 7 Page 3 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Ca
4. ce provision 3 Any change to your requirements must be agreed in advance between you Carewatch and the organisation that is funding your care 4 You are entitled to request a change of Care Support Worker at any time 5 This agreement and all rights under it may be assigned or transferred by Carewatch providing Carewatch gives fourteen days notice 6 Carewatch is a member of the United Kingdom Home Care Association and staff are trained to adhere to the National Care Standards Codes of Practice a copy of which is available on request 7 Carewatch shall be entitled to vary these terms and conditions at any time 8 All Care Support Workers are under contract with Carewatch for the provision of care services Points 9 to 13 apply to private or self funding Service Users only 9 Carewatch will render an account to the Service User for services provided by the Care Support Worker and Carewatch All accounts are payable within seven days of the date of the invoice Version 7 Page 12 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch Supporting independence l 10 In the event of any Care Support Worker who has been introduced by Carewatch entering into an agreement with the Service User or any third party to whom the Care Support Worker was also introduced the Service User or third party shall be liable for a placement fee of plus VAT If applicable 11 Carewatch
5. d information held about them e To have access to a formal complaints process and to be represented by a relative friend advisor e To have access to an interpreter or interpreting service if require 7 Our approach to quality Carewatch is committed to ensuring that services continue to meet Service User s needs Throughout our service provision we assure that we have a systematic and ongoing monitoring process Delivering a high quality service is one of our main priorities we achieve this through a number of ways Service Users e Initial Needs Assessment Care Planning and Risk Assessment e Completion of yearly quality questionnaires e Annual update of Care Needs Assessment Care Plan and Risk assessment e Full involvement of the Service User family members and or representatives in all aspects of the above This process allows us to obtain an in depth view of our Service User s expected outcomes review and amend when where necessary and monitor how they are being achieved Care and Support Workers e Thorough application and interview process e Screening of required documentation including Enhanced DBS check a risk assessment will be undertaken if any section doesn t state None Recorded Two written references one must be from the most recent past employer which will be verified upon receipt Two forms of identification between them they must include a photograph signature and address Visa stamps Ho
6. d this in our Carewatch policy and during training Version 7 Page 14 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence Medication Care Support Workers may only assist with or administer prescribed medication if this has been agreed as part of your Care Support plan Medication should be made available for staff in blister packs For further details of what we can cannot do for you regarding your medication please ask Carewatch staff or ask to see our Medication Policy The overall responsibility for your medication will be with your General Practitioner District Nurse Health Professional Any Care Support Worker who is required to assist with or administer medication will have received training to enable them to undertake do so Non Discrimination Carewatch will expect you to be treated equally and fairly Staff are not permitted to actively discriminate on the grounds of ethnic origin gender religion culture age sexual orientation disability financial status or political opinion We will at all times take your individual cultural needs and requests into consideration when developing your individual plan of care If you have any concerns regarding discrimination please contact us immediately and follow our complaints procedure Data protection In accordance with the Data Protection Act 1998 Carewatch operates policies and procedures
7. e any contributions towards the cost of your care and will explain to you how the charges will be collected If you are paying for your own care we will provide you with the scale of charges at your initial visit before your Care and Support package commences Our Terms and Conditions of service are included in your Service User contract that you will be required to sign Request for pricing Our pricing of services for customers starts ata minimum of an hour and can increase to a maximum of an hour The hourly rate for the service delivered will be calculated and vary due to the following e Type of service e Complex nature of service e Time and frequency of service Version 7 Page 13 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence e Day s of the week the service is required e Number of Care Support Workers required to deliver the service e Location of the customer to whom we deliver the service We will if requested give a detailed breakdown of our pricing for delivery of services 10 Other important information Time sheets At the completion of each visit your Care and Support Worker will ask you to sign a timesheet unless your local authority has alternative arrangements Please check that the start and finish times are correct before you sign and If you are not able to sign yourself we may agree in advance for a representati
8. ependent organisation to act as an advocate for the Service User Any Service User who is not satisfied with any action taken can also complain to the Local Authority or Industry Regulators Contact details for both are clearly printed at the front of the Service Users Guide If the Service User does not receive an acknowledgement or a reply to their complaint from the Branch that provides their service they can contact Carewatch Care Services Ltd Building 420 2 4 Floor Block C Silbury Court East Silbury Boulevard Milton Keynes MK9 2AF 8 Questions and answers What if my care and support worker cannot attend If your regular Care Support Worker is not able to attend for any reason we will endeavour let you know as soon as we can and let you know who will be visiting instead We make every effort to ensure that your services are not disrupted and also to keep the number of Care Support Workers known to you to a minimum If your Care Support Worker leaves our employment we will keep you informed regarding the provision of an alternative Care Support Worker Sometimes we may need to introduce a new Care Support Worker because your regular Care Support Worker maybe on holiday or off sick We maintain a register of fully trained Care Support Workers who are qualified to cover for your Care Support Worker at these times Version 7 Page 11 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services L
9. imited carewatch supporting independence How do make a complaint If you would like to make a complaint please contact your local office in the first instance For further details of how to make a complaint please see the complaints comments and compliments section in this guide What if my care and support worker does not arrive If your Care and Support Worker does not arrive at your home at the time expected please allow at least 60 minutes unless the visit is time critical and then call the local office or the out of hours telephone number unless it is an emergency You can find these numbers at the front of your guide We make every effort to meet your timings as far as possible We will look into this and if necessary send a replacement Care Support worker to you as soon as possible If you have any further questions or wish to find out more please contact your local team who will be able to help Details on how to contact your local office can be found in this guide 9 Terms of business for service users These Terms of Business are the principal provisions governing the services provided by individual Care Support Workers appointed by Carewatch to its Service Users 1 Carewatch has compiled and maintains a register of Care Support Workers who are available for work in establishments and are introduced by Carewatch for this purpose 2 Carewatch uses a system of supervision and quality control for servi
10. in their home should they choose Version 7 Page 6 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence The Care Co ordinator will then match Care Support Workers with the Service User ensuring they have the appropriate skills training and experience to meet their needs ethnic and language considerations will also be taken into account Your needs and risk assessment At the beginning of your service we will undertake a comprehensive Needs and Risk Assessment This will involve asking you being asked questions about your personal needs and will include questions about your mobility medication and your general safety within your home These assessments will be agreed with you and any actions required will be detailed in your Care support Plan and Risk Management Plan It is very important that you tell us about any potential risk or change in circumstances that may affect your health and safety or the health and safety of our workers 6 What to expect As a user of the Carewatch service you have the right to expect e Care provided which are appropriate to their needs by staff whose education experience training and attitudes make them suitable for such a role and who will provide care in a friendly appropriate and respectful manner e To be treated as an individual to make their own decisions on matters which affect them and to participate as fu
11. ine with the Skills for Care guidelines All Care Support Workers will have a personal development plan drawn up which will include training updates Care Support Workers may undertake a Qualification Credit Framework level 2 in Care Our induction programme incorporates shadowing with an experienced member of the team which allows the new Care Support Worker to put training into practice with support and advise on hand Specialist training will be provided to Care Support Workers as appropriate to their Service Users needs this will be identified through training needs analysis and supervision Our Staffing structure Each Carewatch office has e A Care Manager Branch Manager who is responsible for the day to day management of the service e Care Co ordinators who are responsible for maintaining and distributing the roster of services to be provided e Field Care Supervisors are responsible for the monitoring of service provision and the supervision of Care Support Workers Version 7 Page 9 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence e Care Support Workers who deliver the service to you the Service User Our policies and procedures Carewatch has a full set of policies and procedures which ensure the delivery of quality care services A complete set of our policies and procedures can be seen at our offices and we can make alternative arrange
12. ing in confidence any information we hold about you or any information that you choose to tell us We have a Confidentiality Policy which all members of staff must follow at all times All workers must not tell anyone outside the service any information about anything they have seen heard or read in connection with their providing a service to you However there may be occasions when a Care Support Worker or other Carewatch employee believes that to withhold information about you may affect your safety or well being 11 Acceptance Form Please sign below to agree your understanding of the contents of your Service User Guide Name of Service User Name of Representative If applicable and relation to Service User Service User Representative signature Date Staff name and role Staff signature Date Thank you for choosing Carewatch Version 7 Page 16 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited
13. lly as possible with the help of a friend or relative if so desired in drawing up a care plan reviewing it and agreeing any modification To remain living in their own home if that is their wish To have the right to say who will and who will not enter their home To have personal privacy for their belongings and their affairs To be listened to at all times and to have their thoughts opinions and attitudes respected and considered To have their values beliefs and chosen lifestyles respected at all times e To have their personal dignity respected at all times irrespective of any physical or mental disability e To be encouraged to be as independent as possible to be allowed to take risks and to live a lifestyle which is as far as possible geared to their personal choice and preference e Not to be discriminated against for any reason such as race age colour religion sexual orientation physical and financial circumstances and to have all such needs respected and accepted e To have access to friends relatives religious leaders and to be assisted where necessary in making such arrangements Version 7 Page 7 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence e To recognise and fully understand the needs and rights of relatives and friends caring for someone else and help them decide how these can best be met e To have access to personal files an
14. me Office documents Biometric Residence Permit Driving License car business insurance Health declaration e Training and shadow working as described above e Regular spot checking e Probationary review e Wherever possible four supervisions per annum one to include direct observation of care provision Annual appraisal Version 7 Page 8 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence This process of thorough interviewing and document screening allows us to ensure Care Support Worker applicants are suitable to work with vulnerable people along with continual training and monitoring which ensures they provide a continued quality service and constantly adhere to Company policy Staff qualifications Carewatch retains a complete record of all qualifications credentials and experience gained for each staff member whether part time or full time These records may be found in their staff files and computer records These files are of limited access for reasons of confidentially and security Care Support Workers are required to have as a minimum Induction Programme covering the 8 Common Induction Standards Safeguarding of Vulnerable Adults Health amp Safety and Fire Safety Moving and Handling Supporting People with Medication Emergency Situation Awareness Infection Prevention Food Hygiene Dementia Awareness Training will be updated in l
15. ments for you to see them if you wish Health and safety Carewatch has a responsibility to make sure that you are safe and protected at all times All our Care Support Workers carry an identity badge which contains their photograph and the details of our office You should not allow entry to your home to anyone claiming to be from Carewatch who is not able to produce a Carewatch identity badge Electrical appliances You have responsibility to make sure that all electrical goods in your home are safe and meet current safety standards Carewatch staff are not responsible for the safety of the fixtures and fittings in your home If any member of staff has any concerns about the safety of an electrical appliance they may refuse to use it and advise you to have it replaced or repaired Comments compliments and complaints Service Users should be aware of how to make a complaint and advised what action will be taken in response to individual complaints Advice for Service Users detailing this complaints procedure can be found in the Carewatch Service Users Guide Service Users family and or representatives should feel able to complain and feel confident that their complaint will be dealt with in a positive manner Service Users who wish to complain about the service received from Carewatch should follow the steps listed below and if possible discuss the problem with the manager who will do their best to resolve the problem quickly to thei
16. ove the services we offer the solutions we deliver and the support we give to our staff and all others within the Carewatch family Our core values To promote the highest quality care and support to all To show absolute compassion to all of our customers and colleagues To offer all staff the opportunity to excel and achieve To act with complete integrity and honesty at all times To identify and support opportunities for improvement 4 Our services All Carewatch locations are all registered to provide the Regulated Activity of Personal Care under the Service Type of Domiciliary Care Personal Care could involve but is not limited to any of the following Support with daily living outcomes Support with health needs outcomes Support with mobility outcomes Support with daily nutritional outcomes Support with religious cultural and social outcomes Support with housework outcomes Support with shopping outcomes All Carewatch locations all provide services within the following Service User Bands e Older people e Mental health Version 7 Page 5 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence e Physical disability ities P e Sensory impairment e Dementia e People who misuse drugs and alcohol We have detailed below some of the tasks that our Care and Support Workers will or will not be able to perform Some of these may be dependent upon the
17. prohibit unauthorised access to or disclosure of Service Users personal information You have the right of access to personal information held about you If you wish to access any information please contact us Any personal data you provide is used by Carewatch to identify appropriate Carewatch Care Support Workers and services We may also use the data to conduct market research and to keep you informed of the latest social and healthcare developments legislative changes and Carewatch initiatives by mail telephone or email If you do not wish to receive details of these please tell us Personal data such as racial or ethnic origin beliefs and health is for monitoring Care Support Worker selection and service provision purposes only By signing these Terms of Business you are expressly permitting us to use this information in this way None of your personal details will be shared with any other party without your explicit permission Version 7 Page 15 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence Disclosure of abuse or suspected abuse If you think that you are being abused in any way by any person or are worried that someone you know may be being abused please let us know All our staff are required to report any incidents of mal practice which may affect your health safety or welfare Confidentiality Carewatch has a commitment to keep
18. r satisfaction Complaints can be made in person in writing or by telephone and should be addressed to the Branch Manager Complaints will be confirmed in writing and logged on the complaints log and in the office and detail the following basic information e Which service the complaint is about e What happened e Where and when it happened e Who was involved e What the Service User expectations are Version 7 Page 10 of 16 Uncontrolled when printed Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence Service Users will receive an acknowledgement within two working days of lodging their complaint All investigations will be recorded and Service Users updated regularly as to the progress of the investigation Any action to be taken will be discussed and agreed with the Service User where appropriate The Branch should endeavour to resolve all complaints within 28 days The Service User may wish to ask a friend or relative to write out the complaint which if possible should be signed by the Service User Alternatively the Branch Manager can help the Service User to put the complaint in writing The Service User will be given a copy so that it can be agreed that it is an accurate account before it is signed If the Service User feels unhappy about making the complaint and they do not know someone who is prepared to advise the service of their complaint Carewatch will find someone from an ind
19. rewatch Care Services Limited carewatch supporting independence 2 Contact details Your local Carewatch Office CAREWATCH SOUTHEND ON SEA Address Unit 10 Hadleigh Business Centre 351 London Road Hadleigh SS7 2BT Our opening times Monday to Thursday 9am to 5 30pm Friday 9am to 4 30pm Our telephone number 01702 557007 Your Registered Manager Kate Lawrence Your Field Care Supervisor Your Local Authority Southend on Sea Borough Council Essex County Council Telephone number Industry Regulator Name Address Telephone number SBC 01702 215000 ECC 0845 603 7630 Care Quality Commission CQC National Customer Service Centre Citygate Gallowgate Newcastle upon Tyne NE1 4PA Telephone 03000 616161 Version 7 Uncontrolled when printed Page 4 of 16 Last Reviewed 31 March 2012 Carewatch Care Services Limited carewatch supporting independence Carewatch care services Building 420 Lid 2nd Floor Block C Silbury Court East Silbury Boulevard Milton Keynes MK9 2AF Address Telephone number Tel 0844 4825003 Web www carewatch co uk 3 About Carewatch Carewatch provides a range of solutions to individuals and families who need care and support within their own homes enabling them to preserve their independence and dignity We do this with dedication integrity and compassion We strive to develop and impr
20. ve to sign on your behalf If you do not have a representative to sign for you we will make alternative arrangements with you or the person paying for your care services If a Call Monitoring system is running in your area you won t be required to sign a timesheet as times are verified electronically Insurance Carewatch has public liability and employer s liability insurance in accordance with statutory requirements Full details can be obtained from your local office Please note that we cannot be responsible for any loss damage and breakages to your property We recommend that you have your own insurance for your property and contents Financial transactions Any money given or received must be entered agreed and signed by both you and your Care Support Worker using the financial transaction record sheet in your Information pack Care Support Workers cannot use their own credit cards when doing your shopping and are not permitted to have access to your Credit or Debit Cares and PIN for the purpose of obtaining cash from automated cash dispensers banks or post offices or making purchases If your benefits are paid by direct payment transfer we will need to agree alternative arrangements for collecting your money All this information will be agreed with you and stated in your Care Support plan Gifts and gratuities Carewatch staff are not allowed to receive any gifts or money directly from our Service Users Staff are advise
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