The quality of our service will depend on the quality of the management and abilities of the staff and registered manager. We strive to maintain high standards throughout the service delivery and our various policies and procedures provide suitable, accurate and up to date guidance on how to operate in accordance with relevant legislation, whilst protecting the health, safety, dignity and respect of our service users.
To do this we aim to:
- Understand service users’ needs
- Provide suitable staff and environments
- Promote best care values
- Train and motivate staff
- Constantly review policies, procedures and service delivery
- Monitor plans, seek feedback and react accordingly
Health & Safety Including Fire Precautions and Emergency Procedures
We have a comprehensive set of policies and procedures in place to meet all necessary safety regulations which are checked and revised by statutory requirements. A record is maintained for all policies and procedures and the person responsible for managing them. All staff members undergo Awareness training which is updated yearly, or sooner if required.
All staff, day and night, will receive the appropriate training, awareness/refresher training as necessary and a complete record is kept on their file.
Advocacy
We encourage and support all service users to take control and manage their own affairs, wherever practically possible. However, if it is necessary for a person(s) to be appointed as an advocate, to speak on a service user’s behalf, for their best interests to be maintained, then we will offer the necessary support to progress the process. Details of a person’s advocacy arrangements are kept in the appropriate confidential file for that person, with access controlled by the Registered Manager.
Financial affairs are often the most sensitive advocacy issue. It is strictly against our policy for any member of staff to involve themselves in the financial affairs of any service user unless undertaken by the Registered Manager in cooperation with the relevant care authority and placement team. This must all be agreed in writing in advance of the service commencing to avoid a potential conflict of interest. Breaching this policy or any confidential arrangements is gross misconduct and can lead to dismissal.
Privacy and Confidentiality
Service users will always be treated with respect and consideration given to the need for privacy. We are sensitive to the fact that due to the nature of the service provided, it can often be harder to enjoy privacy when compared to living independently. Simple procedures can make all the difference to a service user’s quality of life, such as;
- Service users can lock their areas
- Always knock on bedroom doors and bathrooms before entering
- Always wait to be invited into a personal space
- Service users have privacy in reading mail or during telephone calls
- Service users can dine and entertain privately if they choose
- Consultations with professionals will always be private unless invited.
When dealing with a service user’s personal information, whether in the form of knowledge kept on file, confidentiality is of paramount importance. Divulging confidence can have a very detrimental effect on a service user and any incidents or complaints will be dealt with by the Registered Manager. A breach of confidence may constitute gross misconduct and can lead to dismissal. This does not affect whistle-blowing rights, detailed further in the relevant policy.
Privacy and Confidentiality
Service users will always be treated with respect and consideration given to the need for privacy. We are sensitive to the fact that due to the nature of the service provided, it can often be harder to enjoy privacy, when compared to living totally independently. Simple procedures can make all the difference to a service user’s quality of life, such as;
- Service users can lock their own personal areas
- Always knock on bedroom doors and bathrooms before entering
- Always wait to be invited into a personal space
- Service users have privacy in reading mail or during telephone calls
- Service users can dine and entertain privately, if they choose
- Consultations with professionals will always be private, unless invited
When dealing with a service user’s personal information, whether in the form of knowledge and/or that kept on file, confidentiality is of paramount importance. Divulging a confidence can have a very detrimental effect on a service user and any incidents or complaints will be dealt with by the Registered Manager. A breach of confidence may constitute gross misconduct and can lead to dismissal. This does not affect whistle blowing rights, detailed further in the relevant policy.
Complaints and Compliments
We recognise and support the right of all service users to complain about the service, if necessary. There are no restrictions upon issues for complaint and we guarantee that no reprisal will be taken against anyone who complains. As detailed in our Complaints and Compliments Policy, our complaints procedure allows for both informal and formal resolution of complaints and all service users are supported to follow the procedure when making a complaint.
The stages and process of making a complaint, as detailed in our policy, give the complainant ample opportunity and information to discuss the matter with members of the team, up to the manager and the expected response times and methods. Ultimately, should the complainant still remain dissatisfied, they can contact the Commission for Social Care Inspection, the body responsible for the monitoring of our service, whose decision we will accept and implement. A written record of all complaints will be kept, including all outcomes.
It is always encouraging when someone is motivated enough to compliment a member of staff and the service. We openly welcome all compliments received and ensure they are passed on and recorded, as outlined in our policy.