Service User Guide V.7 Feb 2015 We supply: Band 5/6/7 Nurses Band 2/3 HCA Residential Support Workers Childcare Workers
Contact Main Office Nottingham NG1 2AS 0115 8229415 help@bhsc.org.uk South Office London Bridge SE1 3ER 020 7871 3099 help@bhsc.org.uk 24-Hour Emergency Cover Lines: Complex Care: 07837 131 405 Residential Support: 07837 132692 Fax Number: 0208 082 5079
Structure Director Paul J Sais ECM North James Graham ECM South Amit Karia RCM Finance Officer RCM Tracey Chris Ade Dolan Cook Oshinuga RCM Payroll Payroll RCM Louise Sonny Chloe Rachel Murgatroyd Marcham Rhodes Peake RCM Pete Griffiths RCM Eleesha Thomas RCM Compliance P/T Payroll Rec & Comp Melissa Tia Marta Alex Nowland Corrin Stepien Sais Recruitment Sophie Wright RN Case Management - Accuro Managed Services
Aim of this document This document gives you basic information about us, Bespoke Health & Social Care Limited, and our services. This document will be useful for: People using our service, people considering using our service, and friends, relatives, carers and representatives of people using or considering using our service. About us We were formed in 2011 to provide a variety of care services. We help care for people who have a disability or illness, find it difficult to cope with domestic responsibilities and their own personal-care needs. We are registered with the Care Quality Commission. We provide personal care, social care and practical care in people s homes and help them to stay as independent as possible. We also provide a variety of other services to private care organisations, local authority units, charities and children s centres. We provide care services to people who choose and pay for their own care (private clients), and to people referred to us direct by social services departments or local authorities and clinical commissioning groups (CCGs). We are an independent company. This means that we have the ability and resources to provide high-quality services, but we can still respond to the needs of local people and adapt our services as needed.
Our Aims The Domiciliary Care National Minimum Standards say that we must have a statement of purpose, which explains our aims. We recommend that you read this document with our statement of purpose (a separate document) which includes. Part One: Our Aims 1a. A summary of us 1b. Our aims and objectives 1c. People who we care for 1d. Where we provide care Part Two: Management & Staff 2a. The structure of the organisation 2b. Absences 2c. Staff qualifications and experience 2d. Fees and charges 2e. Managing staff rosters and time sheets Part Three: Our Services 3a. The type of care services we provide 3b. Arrangements for care 3c. Stopping using our services 3d. Policies and procedures Part Four: Continuously Improving 4a. Quality and developing staff 4b. Complaints, concerns, comments and compliments If you want to see a copy of our statement of purpose, please contact our head office. We will be pleased to give you a copy.
Our Aims & Objectives We aim to provide you with care and support if you cannot fully look after yourself in your own home, at times that are convenient for you, and in ways you find easiest. We believe that your rights are the most important part of our work. We also have business aims which are explained in more detail in our statement of purpose. These include a series of key performance objectives and indicators, which help us to monitor and control how we provide our service and maintain our standards. We are working to achieve results that put people first, as explained by the Department of Health s document Our Health, Our Care, Our Say: A New Direction for Community Services. This covers the following areas. Quality of life Having choice and control Making a positive contribution Personal dignity and respect Freedom from discrimination and harassment Improved health and emotional well-being Economic well-being. We aim to do this using leadership and managing home-care services in a way that makes the most of the physical, intellectual, emotional, and social ability of everyone who uses our service. Our plan is to achieve this by using guiding principles and promoting the rights of individual service users. Address: 6 th Floor, City Gate East, Toll House Hill, Nottingham, NG1 2AS
to our work. Privacy Your right to privacy means that you do not receive unwelcome attention or intrusion. We aim to protect your privacy in the following ways. 1. Our staff will not enter your home, and rooms within the home, without your permission. 2. You have the right not to be interrupted by a care support worker when, for example, you have a visitor or during an intimate activity, such as washing or dressing. 3. We respect the fact that your possessions are private and we always remember this in our work. 4. Our staff respect your right to make phone calls and have conversations without being overheard or watched by a member of our staff. 5. We make sure that our records are only seen by the people who need to see them.
to our work Dignity The right to dignity involves recognising that you are an individual and have specific needs. We aim to do this in the following ways. 1. We can arrange help with personal things, such as dressing, bathing and going to the toilet. You can choose a care support worker, and whether you want them to be male or female. 2. To focus on people who use our services we aim to provide personal care and support in ways which have positive results for service users and which encourage them to get involved. 3. To make sure that we are able to provide our services we constantly check our services to make sure that we are successfully achieving our aims. We want your feedback. 4. To work for the well-being of people using our services
to our work Independence This means having opportunities to think, plan, act and take sensible risks without having to continually refer to other people. We aim to help you keep your independence in the following ways. 1. We help you manage for yourself where possible, rather than becoming totally dependent on care support workers and other people. 2. We encourage you to take as much responsibility as possible for your own health care and medication. 3. We want to get you fully involved in planning your own care, and managing your own records (if possible). 4. We work with your carers, relatives and friends to provide services that run as smoothly as possible, and to design an individual care service that can change and adapt as you become more independent. 5. We aim to create an atmosphere that focuses on what you are capable of doing, rather than on a disability or problem you may have.
to our work Security There is a sensitive balance between helping you to be as independent as possible and making sure that we do not put you at risk. This is not a demand for a totally safe or risk- free lifestyle, as taking reasonable risks can be interesting, exciting and fun, as well as necessary. We will keep you safe in the following ways. 1. We try to make sure that you can get help when you need it or when you want to get involved in any activity which puts you at risk. 2. We hope to help to create a physical environment which is free from unnecessary danger to vulnerable people (for example, people who are too frail to look after themselves) or their property. 3. We always carry out thorough risk assessments on homes, equipment and activities. 4. Our staff will, where possible, give you advice about situations or activities which are likely to put you or your property at risk. 5. We select, train and support our staff to provide services responsibly, professionally and with compassion and never to take advantage of their positions to abuse, or otherwise put you at risk.
to our work Civil Rights We aim to help you to continue to enjoy your rights in the following ways. 1. If you want to take part in elections, we will try to provide the information and help you need to vote. 2. We want to help you to make use of public services such as libraries, education and transport. 3. We will encourage you to make full use of health services in all ways appropriate to your medical, clinical and therapeutic needs. 4. We will make it easy for you, your friends, relatives and representatives to complain about or give feedback on our services. 5. If we can, we will support you to take part as fully as possible in community activities, such as voluntary work.
to our work Choice This is the opportunity to choose independently from a range of lifestyle options. We will respond to your rights to make choices in the following ways. 1. We avoid delivering services in a pattern which leads to compulsory timings for activities, such as getting up and going to bed. 2. We manage and arrange our services to respond as far as possible to your preferences, such as having the staff that you feel most comfortable with. 3. We respect your personal preferences and individual qualities. 4. We aim to create an atmosphere which welcomes and responds to your individual culture. 5. We encourage you to make informed decisions about who you would like to care for you.
to our work Fulfilment Feeling fulfilled is the opportunity to realise your personal hopes and abilities. It recognises and responds to levels of human satisfaction that are separate from the things we physically experience. But it is difficult to generally explain about fulfillment, as it deals with precisely the areas of your lifestyle that are different from someone else s. We respond to your right to fulfillment in the following ways. 1. We will try to help you take part in as broad a range of social and cultural activities as possible. 2. If you ask, we will help you take part in practices associated with religious or spiritual matters, and to celebrate meaningful anniversaries and festivals. 3. We aim to respond sensitively and appropriately to your special needs and wishes if you want to prepare for when you die. 4. We make particular efforts to understand and respond if you want to take part in unusual events or activities, such as driving a race car for your 80th birthday or a parachute jump! 5. We will do everything possible to help you if you want to achieve a task, wish or ambition.