ADULT SERVICES EMI Home Support Service Statement of Purpose
FIRWOOD HOUSE (BLUEBELL WING)
Responsible Individual: Jean Herod Registered Manager: Philip Shore Issue Date: June 2009 Review Date: June 2010
Contents
1. The Nature of the Service we provide
2. Our Aims and Objectives
3. What We Are Committed To
4. Quality Assurance
5. Comments, Compliments and Complaints
6. Circumstances of Service Withdrawal
7. Registered Manager/Responsible Individual Details
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1. The Nature of the EMI Home Support Service we provide The EMI Home Support Service offers a comprehensive range of personal and practical support primarily for older adults but for those under 65 years of age also who suffer from Dementia or psychoses/affective disorders (e.g. depression or schizophrenia) to enable them to continue living at home. We also provide support for carers to enable them, for example, to have a break from their caring responsibilities. The service is available from 8am to 10pm 365 days a year. An answer phone is available outside of these hours Our Service Manager and/or Co-ordinator will meet service users and their carers before we begin to provide a service for them. During this meeting we will agree on: The services to be provided When they will start; and Approximately when and for how long our staff will visit Our Support Workers have a range of care skills with most for example having an NVQ level 2 or 3 in care. All our care staff are recruited carefully and receive regular training to meet our service user’s needs. We are fully insured to carry out the services we provide. They will make sure that as far as possible: Each service user is valued and has the right to control their own affairs.
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Each service user has control over how they live their life, make their own decisions and express their own wishes and preferences. All service users have equal rights and are entitled to protection against any form of discrimination. We will agree a personal social care plan with the service user and family/carer as appropriate which may include the following:
Basic Tasks Washing/showering Dressing/undressing Mobility Meal and drink preparation and Nutritional/Hydration Support Going to the toilet and continence care Prompting/administering of prescribed medication. Promoting Independence and Mental Wellbeing Support Social Inclusion Administering medication
Specialist Tasks On occasion service users may need us to carry out specialist tasks. Our support workers will only carry out these tasks after a risk assessment and suitable training from a qualified person. These tasks may include, for example: Catheter care- changing bags
EMI support workers will not carry out tasks that require the skills and expertise of a clinical professional. These tasks could include for example:
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Cutting toenails Ear syringing Removing or replacing urinary catheters Bowel evacuations Bladder washouts Injections Filling oxygen cylinders Lifting from the floor without help
We do not provide nursing care services.
2. Our Aims and Objectives We aim to: Offer a service user centred, flexible, high quality, personal and practical service which is designed to meet individually assessed needs. Improve the quality of life of service users living in their own homes. Our Objectives Our key objective is to improve/maintain the independence of our service users in their own homes and other settings as required, so as to enhance their quality of life and wellbeing by offering personal care services through trained support staff.
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3. What We Are Committed To We are committed to: Relieving the stress which service users experience as a result of their illness. Supporting informal carers by providing support workers to give them a break. Respecting the individuality of service users and promoting their independence, dignity and safety. We will also respect their privacy, personal choices, lifestyles, customs, cultures and values. Involving service users and carers in managing and developing our services. We will regularly monitor the services we provide to make sure that they continue to meet user’s needs.
4. Quality Assurance We are continually striving to improve our EMI Home Support Service. We have a number of standards that all Bolton Council services aim to meet as follows: We will answer letters within 14 days. If you need a full reply, we will send you an acknowledgement and then send the full reply within a further 14 days. If you are not satisfied with the way you have been treated you can make an appointment to see the manager.
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We will regularly seek your views on the services we provide and use this and other information to monitor how we are performing. We will also take action if we are not meeting our standards and set targets for improving our performance. We do this by sending out questionnaires from time to time to request feedback on how things are going and if we can improve our services. We take care to recruit and train suitable staff to meet your needs and to protect you. We supervise and meet with our staff regularly. We also observe our staff when they are working to check that they are doing things correctly. We will check with you for your agreement before we do this. We check how we are doing against local performance indicators to, “benchmark”, that is to check how our service is performing against others. The Care Quality Commission (CQC) inspect us to see how we are doing. You can see a copy of their report by contacting CQC at the address below or by viewing the report on line at enquires.northwest@cqc.org.uk
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5. Comments, Compliments or Complaints We welcome all feedback on the services we provide. We have a form on which you can complain, make suggestions about our services or compliment us on a service you received. These are available from reception areas, or contact us directly and we will send you one. You can also give us feedback via our website www.bolton.gov.uk. Just log on and go to feedback button where you will find an email form. Fill it in, send it back to us and we will ensure your comments are passed on. You can contact the Care Quality Commission at any time. Our registration number is F560002189. Their contact details are as follows: The Care Quality Commission North West Citygate Gallowgate Newcastle Upon Tyne NE1 4PA Telephone: 03000 616161 Fax No: 03000 616171 E mail: enquires.northwest@cqc.org.uk
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6. Circumstances of Service Withdrawal If there are any problems or issues that arise we will work hard with you to sort them out. If, for example, there are Health and Safety issues which make it dangerous for the service to be delivered (and we can not sort them out) we will ask our senior managers for guidance about future service delivery. We will do all we can to continue delivering services with your help and cooperation. If for any reason we are unable to continue delivering services we will contact you before any changes are made. 7. Our Registered Manager is: Philip Shore, Team Leader Domiciliary Services, Crescent House Lever Street Bolton BL3 6NN Philip is an experienced manager and team leader who has an ILM Diploma in management, the NVQ 4 Registered Managers award and has a post graduate qualification in Health and Social Care Management. Our Responsible Individual is: Jean Herod Head of Service - Support and Enablement, Bolton Council, Le Mans Crescent, BL1 1SA
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Mrs Herod has wide management experience at various levels within Domiciliary (Home Care), Residential and Day Services including Extra Care Housing since 1983. Jean’s current post is that of Head of Service - Support and Enablement and is responsible for the operational management of Provider Services within Adult and Community Services Social Care. Jean holds the Diploma for Domiciliary Care Management.
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