Statement of purpose
Care at Home's Statement of Purpose
We have set out below our statement of purpose and if you would like to view our "Client Guide" (formerly referred to as a "Service users guide") then please click here.
Aims and Objectives
Care at Home UK Limited aims to provide a consistently high standard of home care that will enable its clients to live safely and comfortably in their own homes, whilst maintaining their dignity and privacy. It is our aim to help our clients achieve the best possible, quality of life whilst maintaining their independence.
Services Provided
The company provides a range of live-in and visiting care services to clients in Essex, Cambridgeshire, Hertfordshire, Suffolk, London and further afield. Our clients are primarily the elderly, the disabled and those convalescing from illness or accident. Our carers can provide a wide variety of services, as required, to meet the needs of individual clients. The services offered fall into four main areas:
Personal care
- Bathing etc to maintain personal hygiene
- Lavatory needs
- Cooking meals
- Mealtime assistance
- Taking medication
- Grooming
Mobility
- Moving around the house
- Getting in and out of bed
- Assisting with simple equipment
- Outings to shops, post office etc
- Daytime activities
Household tasks
- Housework
- Shopping
- Washing/ironing clothes and minor repairs to clothes, e.g. sewing on buttons
- Collecting pensions, prescriptions etc
- Paying bills
Social interaction
- Chatting and discussion
- Keeping in touch with family and friends
- The pursuit of hobbies and interests
- Keeping pets
Providers Details
The offices of Care at Home UK Ltd are located at:
Hall Farm
Little Walden
Saffron Walden
Essex CB10 1AX
Phone number: 01799 541400
Fax Number: 01799 541500
Email info@careathome.org
The registered manager position is vacant at present and is temporarily filled by Diane Bowyer, the company's Nurse Risk Assessor.
Experience and Qualifications of Key Staff and Carers
Our Nurse Risk Assessor, Diane Bowyer, is a Registered General Nurse (RGN) with over 20 years’ nursing experience; she is also a qualified carer and Registered Midwife.
The company’s care coordinator is Anna Warren.
Our carers receive regular training in all aspects of their work, including:-
- moving and handling
- first aid
- food hygiene
- administration of medication
- infection control
- health and safety
- care and protection of vulnerable adults
- Other specialist needs, including peg feeding, Dementia Care and Palliative Care.
They are also being encouraged to obtain formal qualifications in caring through the government-backed system of National Vocational Qualifications (NVQ’s).
Complaints Procedure
Whilst Care at Home aims to provide clients and their families with a first class service at all times and in all circumstances, it is recognised that there may be rare occasions where the service provided falls short of our own very high standards.
We are extremely keen that clients and their families should make us aware of such instances at the first available opportunity, so that we can investigate the incident and put the situation right as quickly as possible.
For this reason we have instituted a formal complaints procedure which we want clients and their families to be aware of and free to use, should the need arise. In this context a complaint is any communication from a client or a member of their family, or from a carer or other visitor, either in verbal or written form, expressing dissatisfaction with anything relating to the provision of care.
The person receiving the complaint will record it in the initial complaints log and will, if possible, investigate the circumstances surrounding the complaint there and then. This is done with a view to achieving an immediate solution which will be acceptable to the person making the complaint and to make sure that our standards are maintained.
Where it is not possible to solve the problem to the satisfaction of the parties concerned at the time, the complaint will be referred to the Manager within 1 working day, either verbally or in writing. In the absence of the Manager another competent person will handle the complaint.
The Manager will ensure that the complaint is acknowledged in writing within 7 days of receipt and a formal response provided within 28 days.
The Manager will record all complaints on a Complaints Investigation Form. The Manager will:-
- Ensure that the relevant employee responds to the complaint and all other associated persons are advised of actions taken during all stages of the complaints procedure.
- Investigate the complaint and establish the facts.
- Determine if any policies and regulations have been broken.
- Attach all relevant documentation to the complaints investigation form.
- Ensure that necessary corrective action is taken.
- Inform the Managing Director if the complaint takes longer than 28 days to investigate. In this event the Managing Director will review the complaint and set in place the additional necessary actions to bring the complaint to a satisfactory end as soon as possible.
- After a full investigation the Manager will relay a response to the complainant detailing the corrective action to be taken.
- Monitor the effectiveness of the action.
- Maintain a record of all complaints and regularly forward the Initial Complaints Log and the Complaints Investigation Forms to the Managing Director who will monitor and analyse all complaints and report on the findings at management review meetings.
If the Manager cannot deal with the complaint it may be referred to the directors or to:-
CSCI
Head Office
Fairfax House
Area Office
Cession Road
Colchester CO1 1RJ
Telephone 0845 015 0120
www.csci.org.uk
