Statement of Purpose and Service User Guide
Key Care & Support
This statement of purpose covers the following locations:
Community Support
The Hub
69 Dane Road
Sale
M33 7BP
Supported Living
supported living
42 Manchester Road
Partington
M31 4DJ
Respite Services
Respite Service
1 Church Close
Audenshaw
M34 5FH
Service User Guide
Introduction
Key Care & Support Services is registered with the Care Quality Commission to provide support and care to person and adults with specialist needs.
We provide nursing, support & care needs to a variety of people within a range of facilities including community who have medical needs and /or require personal care interventions. We are able to support people on a 24-hour basis, 365 days a year.
The people we support is diverse, from individuals who may require specific nursing care to enhanced support in the privacy of their own home.
We also provide respite care and support to;
- People with Learning Difficulties and/or Mental Health needs
- People with medical needs
- People on the autistic spectrum
- People with enhanced and complex needs
- Adults and children with a range of requirements and/or personal care interventions in home environments
Community support, Domiciliary Care and Day Opportunities
Care and support is offered to adults and children in their own homes, and provide community-based activities.
The needs for support are identified through a comprehensive assessment; and are carried by our designated Manager or other appropriately qualified member of our team and may also involve the local health and/or social care commissioners, General Practitioner or close family and friends. We have the ability and resources to receive referrals from any part of the UK.
1.1 Summary of principles
Each person is an individual with needs, wants and desires. This individuality will be recognised and respected in accordance with the support plan agreed and that you expect to ensure promotion and maintenance of dignity and independence.
Each person has the right to fulfil their potential for personal choice of lifestyle and opportunities.
Each person has the right to a service that does not discriminate on the basis of ability, race or ethnicity, religion, disability or gender.
Each person/parent has the right of access to their personal care records as stipulated in the Freedom of Information Act 2002. You have the right to be consulted with respect to the services provided and to be involved in ongoing reviews of your support. Where a person is unable to make his or her wishes known directly, and a parent is not present, an appointed advocate may fulfil this purpose.
Each person/family has the right to details of the contract with respect to the care services offered, including the costs involved.
Each person/family have the right to be assured that no personal or confidential information concerning their affairs will be disclosed to a third party without their express permission.
Each person/family has the right to comment or complain about any element of the service, and Key Care & Support welcome and embrace an open and honest approach to service development.
Each person/family has the right to be informed in advance of any changes in hours of delivery by the service, or even a change in the member of staff, as a result of emergencies.
Statement of Purpose
2.1 Aims
Key Care & Support aims to offer people the highest calibre of support that will provide a quality, professional evidence-based care to people within a community setting.
Key Care & Support Services believes all people receiving support and care have the right to quality care and protection and thus will ensure people are treated none judgmentally in a caring, supportive and empathetic manner.
Everyone will be treated as individuals, with their values, religious and cultural beliefs respected unconditionally.
Our aim is to set and maintain the highest standard in the provision of respite and community support.
2.2 Objectives
We will:
Ensure that all people receiving care do so in line with legislation including the POCA, POVA and the HCC Protection of Vulnerable Adults and ‘No Secrets’ procedural guidelines.
People receiving care will be treated with respect in a safe, caring environment.
Our staff will carry out person centred assessments with the aim of promoting the growth and independence of each person.
We will recruit and select staff that meet all the requirements of legislative and employment law including that related to equal opportunities, diversity and anti-discriminatory practice and whose backgrounds have been thoroughly and satisfactorily checked and hold a current valid enhanced person and adult Disclosure Barring Certificate (DBS).
Supply staff who will provide person centred, quality, evidence-based care and who regularly receive training to enhance their professional development and continuously improve the welfare, health and safety of the people in their care.
Ensure that all staff recruited are vetted in line and that all qualifications are confirmed with the relevant bodies and all original training certificates are verified and a copy maintained on their personnel file.
We will ensure that any comments or complaints from people receiving care are thoroughly investigated and appropriate disciplinary procedures taken to ensure the maintenance of the quality support we aim to provide.
Protect the confidentiality of information relating to people we support, their carers and advocates. We will comply with the Data Protection Act 1998.
We will be accessible 365 days per year, 24 hours a day.
2.3 Nature of Services or Personal Care to be provided
Key Care & Support Services will recruit and supply the highest calibre of nursing & care staff that will provide quality, professional evidence-based care to people within a respite and community setting.
Key Care & Support Services will ensure that the staff supplied are eligible to work according to legislation and that they keep up to date with professional development and training requirements in the community support and care setting so as to provide the highest possible care to each person.
A nominated senior member of staff will meet people requiring support and care, carers and clients prior to the service to assess the suitability for our services in line with CQC regulations, when they will commence and the times and duration of staff attendance. If an urgent first visit is required, this will be undertaken by an experienced senior member of the team.
Key Care & Support Services teams are trained, supervised and supported to provide a quality personal service for individuals with a wide range of abilities and challenges and will ensure:
- Each person is valued, and support is person centred
- Every person, with parents’ agreement, has control over how they live their life, make their own decisions and freely express their wishes and preferences.
- Individuals receiving respite and day support have equal rights and are entitled to protection against any form of discrimination.
- A personal support plan will be agreed with the person/family, commissioner and family as appropriate
Essential personal care requirements can include but not limited to:
Support with:
- Bathing
- Dressing and undressingMobility and transfers
- Assisting with meals including feeding
- Continence Care
- Exercise programmes for rehabilitation and development under the instruction of a physiotherapist or occupational therapist
- Administration of prescribed medication both orally and topically
- Behaviours that challenge service provision
Specialist tasks:
Support Teams may be asked to undertake some tasks, which may be considered to be specialist. These tasks may be undertaken following appropriate risk assessments and only after specific training.
The support team will be trained in the procedure before undertaking the tasks with the person with care needs and the trainer with a relevant qualification e.g. Occupational Therapist, Speech Therapist and or Nurse will sign a form to indicate their competence.
Such tasks may include but are not limited to:
- Diabetic management
- Epilepsy management
- Assisting with feeding
- Catheter care – changing bags, monitoring input/output
- Tracheotomy care – oral suctioning
- Ileostomy and colostomy care – changing of bags
- Administering medications as prescribed
Support teams will not undertake tasks that require the skills and expertise of clinical professionals, such as:
- Toe and nail cutting (in cases where there is any medical contra-indication)
- Ear syringing
- Removing or replacing urinary catheters
- Bowel evacuations (other than suppositories)
- Bladder washouts
- Injections – involving assembling syringes, administering intravenously, controlled drugs
- Filling of oxygen cylinders
- Tracheotomy care – changing tubes
2.4 Quality Assurance
Monitoring people we support will be arranged on a regular basis to ensure the service continues to meet your specific needs.
On a monthly basis our independent assessor will conduct an audit/review of the service and provide feedback to consider towards our continuous improvement programme.
On a 12 monthly basis all people receiving care, their carers and or family will be asked to complete a Quality Assurance form upon which a request can be made to have a one to one meeting or visit from nominated Manager.
Our service will be audited and evaluated on a regular basis.
We will ensure all people receiving respite, community support and day opportunities and staff are made aware of important or relevant changes and update them from time to time with the company’s performance, achievements, awards & goals.
2.5 Registered Persons
Responsible Individual: Ian Finch
Registered Manager: Andrea Hudders
Key Care & Support Services
The Hub
69 Dane road, Sale, M33 7BP
2.6 Qualifications & Experience
Responsible Individual: Ian Finch RNMH RGN
Ian has worked in the Nursing & Care Industry for over 40 years initially as a Nurse and Senior Manager within both public and independent sectors and then as the Director and Head of Care for Key Care & Support.
With experience in both clinical and managerial aspects, and in the General, Mental Health and Learning Disabilities sector of supply, both Health and Social care, Ian has the skills and expertise to deliver a range of health and social care services.
Registered Manager: Andrea Hudders
Andrea has worked in social care for over 30 years, has a wide range of expertise in leadership and management of a variety of care services, holds her Level 5 in Leadership and Management, along with real hands on experience in support and care services.
2.7 Nurses & Support team
All grades of qualified and experienced people are employed, including staff on the Nursing register, and can be supplied by Key Care & Support.
Support staff will not be recruited unless they have a minimum of 12 months recent and relevant experience in the field of care they wish to apply for.
All qualified Nurses will not be recruited unless they have completed preceptorship.
Key Care & Support Services care staff possess a range of experience, qualifications & training in the Health and Social Care Sectors.
All staff undergo an induction programme. After this induction and a probationary period, all staff undertake regular supervisions and appraisals, which is then incorporated into their training and development plan.
Some of the support staff may have achieved the NVQ Level II or III in care and/or specific qualifications in relation to caring for people in which they work. Key Care & Support actively encourages and assists staff to obtain formal qualifications.
Our in-house training focuses on fundamental aspects of care and ensures our teams are up to date with current practices. Mandatory training is carried out every 12 months as standard.
On a 12 monthly basis all staff are required to complete a Development Appraisal which gives them the option of a one to one meeting with an appropriate Senior Manager.
2.8 Compliments & Complaints Procedure
Key Care & Support Services has a full compliments and complaints procedure for receiving, dealing with, managing and investigating compliments and complaints made by a person, carer or any other person.
A copy of these policies & procedures along with a compliments and complaints form is provided to all people using our services, is displayed in the accommodation, available in the company handbook or service user guide and also provides information on the right to discuss any complaint with the CQC.
In Brief
All compliments or complaints received from families, carers or their advocates are acknowledged and dealt with promptly.
All staff supplied by Key Care & Support will be fully and promptly informed of complaints relating to themselves.
A written copy of the ‘Compliments & Complaints Procedure’ will be made available to every person and upon request, any person acting on behalf of the person.
Each party will be kept informed in writing at every stage as the investigation progresses.
Each complaint will be overseen and monitored regularly by a Senior Manager who will fully investigate any complaint that Key Care & Support receives.
Complaints will be reported to CQC according to legislation or if the complainant is dissatisfied with the result of Key Care & Support Services investigation.
CQC contact details are provided in our complaint’s procedure.
Key Care & Support will inform the person who has made the complaint, within 28 days on which the complaint is made, or such shorter period as may be reasonable in the circumstances, inform the person who made the complaint of the action that is to be taken in response.
A record of all complaints including details of the investigation and action taken will be kept in our complaints file. The record is also kept in the staffs’ file and the persons’ file which will be made available to CQC on request. The records will be kept up to date, in good order and in a secure manner. They will be retained for a period of not less than three years beginning on the date of the last entry.
Where there is evidence of misconduct from a nurse supplied by Key Support and Care Services, The Nursing and Midwifery Council (NMC) will be informed.
If the complainant is not satisfied with the investigation, they can also write to the local authority involved.