CLIENT INFORMATION PACK SAFE
EFFECTIVE
CARING
RESPONSIVE
WELL-LED
Home
Ranking at the top 20 Home Care Providers South West England 2020
outstanding care
17 Harbour Road, Bournemouth, Dorset BH6 4DD 01202 022178 Email: Joannah@bettercareathome.co.uk
Office:
www.bettercareathomeeast.co.uk PAGE 1 0f 5
You can count on our outstanding care at all times.
A very warm Welcome! BetterCare@HomeEAST is a small family run organisation providing top quality person focused support and a genuinely caring approach. This document summarises basic information about us for our clients, potential clients, their friends, relatives, informal carers and representatives. It also outlines the services we offer and includes important information and contact details including:
Our contact details An introduction to BetterCare@HomeEAST The services we offer Our code of practice and commitments to you Creating and implementing a care plan Policies and procedures Complaints Additional contacts ...to arrange outstanding care for your loved ones contact us today!
01202 022178
lines open 7am - 7pm Monday to Sunday
17 Harbour Road, Bournemouth, Dorset BH6 4DD
@Home EAST outstanding care
Owner/Registered manager Joannah Bishop Email:
Joannah@bettercareathome.co.uk
www.bettercareathomeeast.co.uk
SAFE EFFECTIVE CARING RESPONSIVE WELL-LED
Joannah Bishop
WHO ARE WE? BetterCare@HomeEAST is a limited company owned and run by Joannah Bishop, a well-respected and award-winning member of the business community in Dorset. Following a successful career managing radio stations in London and across the south west, Joannah was the owner of her own community radio station in Poole and ran a very successful digital marketing company. She has also chaired many successful woman’s networking groups and has a CIM in marketing and business. She is trained in Gold Standard in End of Life Care, and holds certificates in Dementia Care, Level 5 Lifesaving, Catastrophic Bleeding and a Distinction Diploma (level 3) in Health & Social Care. Joannah is a “hands-on” manager and forms part of our small and dedicated team of carers. Most of our additional carers have an NHS background and all work to the same high standards. All our staff have a warm, genuine approach to care which is apparent as soon as you meet them. Following the recruitment and selection process all staff under-go a comprehensive induction process where all of our company’s policies and procedures, along with terms and conditions of employment are explained. Our staff are recruited on a six-month probationary period. All employees are subject to regular evaluation and supervision. At the end of the probationary period, staff have a supervision meeting where every aspect of their performance is discussed. Should any issues be identified at this supervision meeting, the member of staff will be informed and the probationary period extended.
@Home EAST outstanding care
All staff are trained to nationally recognised standards and we encourage and fund staff to continue their training and professional development during their employment with us. BetterCare@HomeEAST believe that continued professional development is an essential tool in developing a high quality, motivated workforce and every effort is made to encourage staff to study towards further relevant qualifications.
We are immensely proud of our dedicated team.
WHAT DO WE DO? We offer support for people in their own homes who require help in order to remain living independently and maintain their quality of life. We tailor our services to suit the wishes and needs of our clients at times that suit them. We believe in empowering people through the principles of empathy, integrity, respect and a genuinely caring attitude and consider these essential qualities in all the carers we employ.
THE SERVICES WE PROVIDE... BetterCare@HomeEAST can provide a variety of services including help with...
Getting up and getting ready for the day Washing, bathing and personal care/dressing Meal preparation Shopping
Assisting with medication
Arranging hairdressing/chiropody etc.
Rehabilitation after illness or discharge from hospital Accompanying to hospital appointments, dentist or health centre This is far from a definitive list, so if the assistance you require isn’t there please ring for an informal chat. If we can help, we will.
WHAT CAN YOU EXPECT FROM US? All BetterCare@HomeEAST staff will treat you, your property, your family and friends with the utmost respect, and dignity. If it’s important to you, then we’d like to hear about it. We welcome comments; both positive and negative from anyone who has contact with us. Please feel free to contact us via telephone, email or letter via the contact details provided below.
@Home EAST outstanding care
SAFE
CODE OF PRACTICE
EFFECTIVE
BetterCare@HomeEAST’s code of practice covers the conduct of us the
CARING
Agency, in relation to you, the Client. It also covers our working practices and standards. Our intention is to uphold your rights welfare and safety at all times.
RESPONSIVE WELL-LED
You have a right to expect:
Help in your home from carers who have been interviewed and passed the formal interview/selection process by the Agency. Carers to have undergone a formal induction and training programme. Carers who possess the skills and training to undertake the agreed care activities. Us to provide carers who meet your requirements in terms of skill, experience and personality. Full details of the cost of services before the commencement of any such services. Staff to wear BetterCare@HomeEAST uniforms unless you prefer them not to. Staff to wear and clearly display name badges. Staff to treat your property, possessions and security of your home with consideration and respect. Staff to be covered by appropriate and adequate insurance. Discretion at all times regarding your personal/domestic circumstances, relationships and finances. For us to encourage comments and suggestions and to use these to develop a better service. That comments, plaudits and complaints are dealt with in a prompt and efficient manner. Clear, accurate monthly invoices detailing services provided. Daily contact notes to be accurately completed in line with current legislation and kept at clients home. Records to be kept at our office and maintained in accordance with current data protection legislation.
@Home EAST outstanding care
Privacy and dignity with respect to personal affairs and care provided in line with confidentiality legislation. That your dignity, privacy and rights should be upheld and prioritised at all times.
Every care plan CONFIDENTIALITY ensure that you receive an appropriate support service, we will ask is tailored to a To you to provide us with certain information. This information will only be client’s special shared with people who need it. However, there may be circumstances where a breach of confidentiality may be necessary, e.g. if information puts you or others at risk from harm etc. If staff breach our confidentiality needs. policy unnecessarily, they will be subject to disciplinary procedures. Two sets of records relating to you are kept by BetterCare@HomeEAST: A personal file (or electronic record) kept securely at our office. A contact folder kept in your home.
YOUR CARER All BetterCare@HomeEAST staff are expected to uphold the highest standards and values of the agency at all times. They will be made aware of these standards during the selection, induction and training process:
BetterCare@HomeEAST uniform to be worn at all times. ID badge to be clearly visible and presented for inspection on request and always when visiting clients for the first time. Appropriate footwear to be worn at all times. Disposable gloves and aprons are provided by the agency and should be used by carers where appropriate. The wearing of excessive jewellery is not permitted.
REQUIREMENTS OF SERVICE If a client is not at home when a carer calls, they must notify the registered manager immediately. Carer’s duties may include light housework e.g. hovering/washing up. It may also include personal care and toileting needs. Carer’s may not undertake any tasks beyond the scope of their training (i.e. wounds dressing changes) that would normally be undertaken by the community nursing team. All carer’s have a responsibility under health and safety at work legislation (HSWA, 1974) to act safely and report any perceived risk or concerns within their working environment or with regard to the safety of a client. Any concerns or changes regarding a client’s condition must be reported to the registered manager immediately. The manager must then reassess the situation with a home visit where appropriate.
@Home EAST outstanding care
DELIVERY OF CARE:
SAFE EFFECTIVE CARING RESPONSIVE WELL-LED
ENQUIRIES Enquiries can be made by contacting us directly or on our website. We also accept referrals via CHS Services in Bournemouth Hospital. Following any initial enquiry, a meeting will be arranged at the client’s home to discuss the options. There will be a no charge for this and no obligation to accept the services offered.
ASSESSMENT Should the client wish to proceed, a risk assessment and assessment of need will be undertaken in the client’s own home. This will be done by an appropriately qualified member of staff who may be accompanied by a member of staff from Dorset Adult Social Care (where applicable) and family members if required. A personalised care plan will then be drafted in consultation with the client and family (where appropriate) using the assessment undertaken by BetterCare@HomeEAST. A copy will be placed in the client’s care folder at the client’s home for reference.
REVIEW Joannah will endeavour to visit every client on a regular basis. Clients will have their care plan reviewed at regular intervals by an appropriately qualified member of staff. Our care plans are “dynamic” in nature, unique to every client and stored electronically. This allows managers to update care plans to reflect the changing needs and preferences of our clients at any time. Medication administration/assistance is also recorded electronically which allows managers to alter medication routines remotely in real time, ensuring that staff have an accurate template of medication tasks required at the start of every visit. With client’s consent, full records of visit attendance including timings and tasks completed can be accessed remotely by family, friends and healthcare professionals
ACCESS
@Home EAST outstanding care
Entry to your home will be discussed and arranged as part of your assessment. For practical reasons and for access for emergency services, BetterCare@HomeEAST strongly recommends the use of keys safes and Careline alarms. We can assist with arranging to have these installed if required.
ETIQUETTE Good manners are important to us. Clients will be asked how they wish to be addressed and carers made aware. BetterCare@HomeEAST is equal opportunities aware and will do our best to promote the religious, cultural and spiritual needs of all our clients.
COMPLAINTS At BetterCare@HomeEAST we aim to deliver an efficient, high quality service at all times. We do, however, accept that we might not always get it right first time. We believe that complaints should be dealt with quickly, efficiently, with respect and in total confidentiality. Our complaints procedure is as follows: If anyone is unhappy with any aspect of the service we provide, the first step is to contact Joannah using the contact details below. We will endeavour to resolve the problem quickly and to the satisfaction of all concerned. We are a small organisation and are very careful about how we select our staff. However, we are aware that good therapeutic relationships are vital in the pursuit of top-quality care provision. Therefore, clients may request a change of carer at any time. Individuals have the right to submit complaints verbally or in writing at any time. We aim to resolve any verbal complaint within forty-eight hours, acknowledge any written complaint within seven days and resolve any written complaint within twenty-eight days. Joannah will be in close contact with the staff from Dorset Social Services and or the Care Quality Commission (where applicable) throughout all stages of any complaint. In the unlikely event that we are unable to resolve the issue to the complainant’s satisfaction or within a reasonable time frame, they are advised to contact the Care Quality Commission using the details below: Care Quality Commission National Correspondence, Citygate, Gallowgate Newcastle-Upon-Tyne NE1 4PA tel: 0300616161 www.cqc.org.uk It should be made clear that the Care Quality Commission do not investigate local complaints directly, but might use information to investigate the possibility of any breaches of regulations and deviations from guidelines.
@Home EAST outstanding care
Providing better care at competitive rates.
TERMINATION OF SERVICES You may terminate a service either temporarily or permanently at any time by giving 2 weeks’ notice in writing. We may terminate a service following a review if any of the following apply: The client refuses entry to care workers Grounds of discrimination The client fails to pay their fees Better Care at Home cannot deliver support in accordance with the agreed care plan
FEES Visit Time
Monday - Sunday
30 MINS
£23.00
45 MINS
£26.00
60 MINS
£29.00
Nights (2200-0700)
£185.00
• Flat rates ALL WEEK • MILEAGE INCLUDED Bank Holidays, Christmas Day, Boxing Day, New Year’s Eve and New Year’s Day are all charged double time.
You will be invoiced fortnightly. Invoices become due on receipt.
INSURANCE COVER BetterCare@HomeEAST has full public and employer’s liability insurance: PUBLIC LIABILITY - £5million for any single claim EMPLOYERS LIABILITY - £10million for any single claim A full set of Terms and Conditions are available on request.
For more detailed information on any aspect of this pack, or for a full copy of our statement of purpose, terms and conditions or policies, please feel free to contact us.
@Home EAST outstanding care
What our customers say about us... for full reviews visit our website
My elderly mother was released from hospital in March 2020 having spent seven weeks there following a couple of falls, possibly linked to the onset of dementia. Having never received care in her home before, I was somewhat apprehensive. Better Care made mum’s return to home seamless and I had no reason to be worried. The staff were professional, caring and attentive to her needs in order to settle my mother in the early weeks. My mother takes delight now in seeing the carers throughout the day and no task is too much for them. The staff are always on hand to deal with any problems, to help where possible and they have not faltered through the current Covid 19 outbreak. They have remained positive and completely committed to offering care and I thank them so very much. Gillian C (Daughter of Client) May 2020
Great carers. Father is so happy and it has helped myself and family feel we have reliable and trustworthy assistance for father. Long may it continue. Richard & Marie-Anne G (Son of Client) April 2020
I have been extremely happy with the care provided for my father. He is 95 and following a fall, was finding it difficult to manage his personal care. Always a very independent person he found accepting help from me, his daughter, very difficult. However, he is very happy with all the Carers from Better Care at Home who are able to assist him but also allow him a bit of independence too. He enjoys their company as well! Nicky (Daughter of Client) April 2020
Better Care at Home goes to great lengths to provide an excellent service. They are willing to help with any situation which arises. I know my Dad is receiving the best care possible when I am not able to visit him as often as I would like to. They are always cheerful and helpful in spite of their difficult job. My Dad receives excellent care in his own home. He very strongly wants to stay in his own home and Better Care at Home, make this possible for him. Lydia B (Daughter of Client) April 2020
Thank you for your consistently high standards of care. Mum speaks highly of her carers and looks forward to your visits greatly. Mike P (Son of Client) April 2020
Better Care at Home looked after my dad so well they were absolutely amazing. They were always there when they said they would be and it was so nice for Dad to see the same happy smiley faces every day. If there was a problem, they always stayed until it was sorted and were always flexible. They provided great peace of mind knowing that they were always there if you needed them, nothing was too much trouble for them and the support was fantastic. A great, first-class team of carers. Thank you for looking after dad. Dawn M (Daughter of Client) October 2019
@Home EAST outstanding care
We cannot recommend Better Care at Home highly enough! The service from beginning to end was exemplary. The care Mum received was outstanding, she wasn’t easy to please, having been a nursing sister in her time and she loved her carer so much. She was competent, caring and really inspired confidence. We felt completely secure knowing she was safe in the carer’s hands. Ruth M (Daughter-in-law of Client) September 2019
CQC is the independent regulator of all health and social care in England. We are given powers by the government to register, monitor and inspect all health and care services.
Better Care at Home
Better Care at Home East Inspection summary
CQC carried out an inspection of this care service on 17 November 2021. This is a summary of what we found.
Overall rating for this service
Outstanding Good
Is the service safe? Is the service effective?
Outstanding
Is the service caring?
Outstanding
Is the service responsive?
Outstanding
Is the service well-led?
You can ask your care service for the full report, or find it on our website at www.cqc.org.uk or by telephoning 03000 616161
Good