Bath Community Care. To provide an individual care plan designed to meet the specific of each service user by consulting with them about their needs.

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1 Bath Community Care Statement of Purpose About Bath Community Care Bath Community Care is based at Piccadilly House, London Road, Bath, and Somerset, BA1 6PL and provides care to people, in their homes, in the city and surrounding areas. We can help both the elderly and people with disabilities to achieve an independent and dignified life in their own home by offering a wide range of personal care, domestic help and social support. Our services are available to all adults over the age of 18. Our Philosophy We believe that, given the choice, most people would prefer to live in their own home rather leaving familiar surroundings to go in to a residential or nursing home. To that end, we aim to empower individuals to live with dignity and security within their own homes enabling independence and individuality. Aims and Objectives To provide an individual care plan designed to meet the specific of each service user by consulting with them about their needs. To provide personal and domestic support which as far as possible meets those needs. To foster good health by maintaining positive links with the wider network of support available to service users. To offer respect and an understanding of the needs of each service user by ensuring that staff receive the appropriate training and are able to respond accordingly. To tailor care plans to the needs of individuals in a way that is sensitive to both their backgrounds and to their aspirations, by verification with them. To encourage service users to maintain links with their family, friends and neighbours.

2 Meeting Your Needs Individual personal care needs differ from person to person from assistance with a bath once a week to more specialised care three times a day, seven days a week. Whilst we encourage our clients to nurture their independence some household tasks such as cooking, cleaning and ironing may simply be more than they can cope with on their own. As needs vary enormously our service is tailored to meet the care requirements of each individual. The Best of Care in Your Own Home Our aim is to offer a wide range of personal, domestic and social care to people in their own homes to enable them to live a full life, as independently as possible, for as long as possible. Our Services We offer the following services:- Personal Support Assistance with washing and dressing Assistance with dressing Assistance with toiletry Assistance with dental hygiene Shopping Light domestic tasks Laundry and ironing Food preparation and cooking Pension collection Prescription collection Help with correspondence/administration Use of car with escort for visits /outings/shopping Day Care opportunities at Oriel Lodge Sitting services (day or night) subject to availability Assessment Following the initial referral and prior to any care being provided the Care Manager will arrange an appointment with you in your own home. During the meeting an assessment of the following will be carried out:- Personal care and physical well being Family involvement and other social contacts Sight, hearing and communication

3 Continence Mobility, dexterity and the need for any disability equipment Mental Health and cognition Medication requirements Personal safety and risks Specific condition related risks Dietary requirements and preferences Social interests, religious and cultural needs Preferred method of communication If following a review of the assessment with the Care Manager the decision is made to provide care then a detailed Care Plan will be prepared. You will be given a copy to retain so that it can be accessed by all parties and will be reviewed on an annual basis unless an interim change is necessary. Contract If you are a privately funded client you will be issued with a contract, which outlines the main Terms and Conditions of your agreement with Bath Community Care. Key Policies and Procedures Details of key policies and procedures can be supplied on request and are kept in our offices at Piccadilly House. Example of policies and procedures include: Lone Workers Policy Client Charter Policy in relation to Safe Keeping of Keys Policy on the Safe Entry and Exit of Client Homes Protocol in case of Emergency or No Response Policy on Aggression and Violent Behaviour Manual Handling Policy Insurance Bath Community Care has all appropriate insurances arranged with Eccleslastical Insurance Group. Our Employers Liability Insurance Certificate can be viewed at the bath Community Care office at Piccadilly House.

4 Grove Care Ltd The Registered Provider for Bath Community Care is Grove Care Ltd (a limited company with no ). The registered address is The Grove, 88 High Street, Winterbourne, Bristol, BS36 1RB and the telephone number is The address is Grove Care Ltd is a small family run company set up in There are four directors Mr and Mrs McCarthy and their two daughters Sarah Taylor, Finance Director and Fiona Jarman, Care Director. The family have been involved in the care industry for a number of years. They own and have successfully run The Grove Residential Home in Winterbourne for over 19 years. The Grove offers residential care to the elderly, specialising in dementia care and has 36 beds. Grove Care Ltd also owns Oriel Lodge in Bath, which offers specialist dementia care to 22 residents. Our Staff It is our policy to encourage staff to improve their skills so that they become more confident and therefore more effective at their work. All staff receive a full induction designed to familiarise them with our operating procedures. Further mandatory training courses consisting of First Aid, Manual Handling, Food Hygiene and Safe Guarding Adults courses. Care staff are encouraged to participate in the Level 2 NVQ training programme which is designed to increase their understanding of the issues surrounding the provision of the care for the elderly. Opportunities exist to extend this training to NVQ level 3 and beyond if required. Nominated Individual Christopher Taylor Christopher is based at the registered office for Grove Care Ltd. The address of which is: Grove Care Ltd The Grove 88 High Street Winterbourne Bristol BS36 1RB Registered Manager

5 Linda Norley has an NVQ Level 4 in Care and Advanced Management in Care qualification (City and Guilds 325.3) and a NEBS Management Certificate. She has extensive experience of managing care in a number of different and challenging environments. Now the Registered Manager for Bath Community Care, she is responsible for ensuring the company meets the Essential Standards of Quality and Safety. Linda s contact details are: Address: Piccadilly House London Road Bath Somerset BA1 6PL Tel: Linda@thegroveonline.co.uk Assistant Manager Karen Beer has experience in the care sector in a managerial role. She will be supporting Linda and coordinating the weekly visits assisting with client reviews, new business, staff supervision/appraisals and providing cover for client visits where needed. Senior Carers Senior Carers are experienced carers who are able to support both the management team and other carers. Carers Our carefully chosen, thoroughly vetted and trained carers can be relied on to provide a wide range of services, from the provision of personal care and domestic support to accompanied shopping trips. Arrangements can also be made to accompany clients to and from the hospital or the doctor s surgery. Please view attached brochure. Confidentiality and Data Protection We adhere to a data protection policy that ensures that the processing of Personal Data in connection with the employees and Service Users will comply with the UK Data Protection Act 1998, which implements within implements within the UK the requirements of the EC Data Protection Directive (EC/95/46).

6 The basic requirement is that processing, both automated and manual, shall comply with the following data protection principles which require that personal data shall: Be processed fairly and lawfully Be obtained only for specified and lawful purposes, and not be processed in any incompatible manner. Be adequate, relevant and not excessive. Be accurate and, where necessary kept up to date Not be kept longer than necessary Shall be processed in accordance with the rights of Data Subjects Be protected by appropriate security measures Not to be transferred outside the EEA unless adequate level of data protection exist. Rights of Access Service Users and employees have the right to be supplied with a copy of their personal data held. All requests are too made to the Bath Community Care Manager who is the Data Protection Co-ordinator. In his/her absence the administrator is to be contacted. Quality Assurance Process Bath Community Care is dedicated to strengthening links with its clients, and to a programme of continuous improvement. Carers and service users are regularly evaluated to ensure the care package is appropriate in meeting the service user s needs. A rigorous quality assessment is in place to review the service Bath Community Care provides and how the service is delivered in order to ensure Bath Community Care is continually improving. The main areas assessed are:- Care Standards Record keeping and administration Staff training and supervision Policy and Procedures Client feed back and complaints Comments, Compliments or Complaints Bath Community Care welcomes feedback on its services, especially from service users and their carers, whether they are compliments, complaints or suggestions for ways of doing things better.

7 Service users should feel free to let the care workers, working with them have any comments they wish to make. If they prefer to take up the matter with someone else in the company or if they feel that a point they have made is not being taken seriously or acted up on, they can ask to be put in touch with the registered manager. If a service user wished their dissatisfaction to be dealt with more formally they should take steps outlined in the complaints procedure below. How to make an Informal/Formal Complaint At Bath Community Care we aim to deliver an efficient service at all times We do, however, realise that from time to time complaints will occur. We at Bath Community Care believe that any complaint should be dealt with quickly, efficiently, with respect and in total confidentiality. Stage One Initially, we will find out the details of the complaint fully before any action can be taken. The next step will be to discuss the best course of action to resolve the complaint and to implement it immediately. Stage Two If no agreement can be made to resolve the problem at the first stage, the service user should make their complaint to the Registered Manager of Bath Community Care. We realise the service users have the right to enter their complaints verbally or in writing at any time. We aim to resolve any verbal complaint within three days and any written complaint within ten days. Bath Community Care will be in close contact with the service user throughout all stages of any complaint. All complaints will be recorded, along with any outcome, on a Bath Community Care Services Complaint and Resolution Form (see appendix 1). If a service user feels that Bath Community Care has not dealt with a complaint to their satisfaction, they have the right to complain to the Care Quality Commission, which regulates our service. Care Quality Commission: Care Quality Commission Finsbury Tower Bunhill Row London

8 EC1Y 8TG General Social Services Council The General Social Services Council is the workforce regulator and guardian of standards for the social care workforce in England. Established in October 2001 under the Care Standards Act 2000, they are responsible for the codes of practice, Social Care Register and social work education and training. GSSC contact details are:- General Social Care Council Goldings House 2 Hay s Lane London SE1 2HB Tel: Fax: Web: Bath and North East Somerset Adult Services Contact Details Team Name: Adult Care Duty Address: PO Box 3343, Bath BA1 2ZH duty_admin@bathnes.gov.uk Telephone: (Duty Desk) Fax: Minicom: In an emergency, outside office hours, you can contact the Emergency Duty Team on Contact us Registered Care Manager Linda Norley Assistant Manager Karen Beer Senior Manager/Nominated Individual Christopher Taylor

9 Finance Director Sarah Taylor Write to: Bath Community Care Suite 5, Piccadilly House London Road Bath BA1 6PL 24 hour Contact Numbers Office Hours Out of Office