OCSS Supported Living Domiciliary Rosewood Court, Lisburn Our Domiciliary Supported Living Services provides services across the South East Health and Social Care Trust areas. Our aim to provide a quality care service, responsive to need that enables vulnerable adults to remain in their home of choice.
Service Objectives Our service aims to meet the following service objectives To deliver a high quality service that promotes, improves or sustains service user s quality of life. To ensure staff are competent, responsible and trained to undertake the activities for which they are employed. To ensure service users are aware of the procedures for making complaints. To provide opportunities for service user involvement within the Organisation To monitor services to ensure that the service is run in the best interests of service users. To work in partnership with service users and all relevant agencies and comply with all relevant statutory requirements for the provision of care services. Responsible Person: The person registered with the Regulation and Quality Improvement Authority as the Registered Provider for OCSS is: Name Mr Ian Elliott Group Chief Executive Qualifications MA University of Ulster BA (Modern History) Post Graduate Diploma (Human Resource Management) CIH member Experience NIHE 1980-1995 (Human Resource Management) BIH (now Helm) 1995-Dec 1999 Deputy Chief Executive Executive Oaklee Homes Group Jan 2000-present Group Chief Registered Manager (Supported Living Services) Mrs Eileen Dealey Qualifications Executive Director, RNMH D32/33 Assessor
Cert Residential Care Management Pg Cert Health and Social Care Management Pg Dip Health and Social Care Services Masters Public Administration Experience 24 years experience within learning disability services at both operational and strategic level Organisational Structure Oaklee Care and Support Service is a registered Charity (Charity Number XT21440 A range of supported living services are also delivered in the Armagh and Antrim areas for adults with learning disabilities and complex needs; the organisation also delivers services in Omagh within residential care for adults with learning disabilities and complex needs. The following staff structure supports and manages the delivery of care services within Rosewood Court Supported Living Services, Lisburn. EXECUTIVE DIRECTOR (strategic responsibility) ASSISTANT DIRECTOR (strategic and operational responsibility) AREA MANAGER (services management) TEAM LEADERS (shift lead responsibility and direct care) SUPPORT WORKERS (direct care)
Referrals Referrals are accepted from individuals from the following groups for adults over the age of eighteen. Learning disabilities Physical disabilities Complex needs Referrals generally arise from local Health Trusts but self referrals are accepted. Before a care service commences an admissions panel is held to discuss the specific care needs of interested individuals. This meeting generally involves the relevant Area manager as well as a Trust representative and as appropriate Housing professionals if the individual is interested in a supported housing service. This meeting seeks to obtain appropriate information on the specific needs and determine if OCSS can effectively meet the needs of the individual. Individuals usually wish to reside within our directly managed supported housing service; however applicants can request only domiciliary care without housing accommodation or support. Details of next of kin, other supporting services, background and any relevant medical details, cultural or religious needs, abilities of the Service User and details of the tasks to be carried out are assessed in collaboration with the referring Trust and named carer as appropriate. On introduction to the service further information about OCSS services are provided in the form of a Service Guide. Details above are documented into a Person Centred Care and Support Plan. These files are available in the service user s home for reference by Care Workers along with a medication chart if required. An OCSS Record Sheet will also be left with the Service User in their Support and Care File to record information about care delivery and a summary of tasks carried out by staff. This also provides information for other Care Workers, carers and professionals etc. Appropriate risk assessments are conducted and kept updated. Care Services The personal care services provided includes: Shopping for Service Users, paying Service User's bills, collecting Service Users' benefits Social inclusion activities including contact and visiting health professionals Personal hygiene - toileting, washing, bathing, shaving, hair care and oral hygiene, assisting to get up or go to bed, dressing or undressing Preparing Service User's meals and assistance with eating and drinking, assisting or administering medication Domestic tasks - making or changing a service users' bed, washing dishes, laundry, dusting, vacuuming, cleaning of toilets and bathrooms etc Sitting or sleep-in services Some personal care tasks are not provided, these include:
Bowel Evacuation / Performing Catheterisation Giving Injections or administering enemas Ear Syringing Staff Training All staff employed within OCSS services are appropriately checked and cleared through Access Northern Ireland before employment. All applicants are asked to provide proof of identity, a full employment history, clarification of relevant qualifications and two references, one from their most recent employer and one character reference. All staff must be deemed fit for work prior to starting in post. All Care Workers employed by OCSS undertake a comprehensive Induction and an Update Skills Training Programme. All newly appointed Support and Care Workers who do not already hold a relevant care qualification are required to complete essential accredited induction training before being confirmed in post. Induction and update training for staff meets regulatory standards. All management staff possess relevant professional or vocational qualifications in line with regulatory requirements and also undertake a comprehensive training and induction programme. Details of training provided are available on request. All Staff take part in quarterly supervisions and one annual appraisal. Quality Processes In allocating Care Workers, the needs and preferences of the individual will be taken into account. Wherever possible, more than one care worker will be matched with the Service User to provide consistency of care and as a contingency measure in cases of staff absences. The Service User retains the right to request a change in the Care Worker at any time. Where such changes are requested, the Service User will be advised to contact the Team Leader or Area Manager and an attempt will be made to accommodate such requests. If arrangements are made for care staff to have keys to an individual s home a written agreement will be drawn up. Staff are provided with guidance on protocols for key-holding and entering an individual s home. Care plans, including related risk assessments are reviewed regularly by the respective service users Team Leader and checked by the Area Manager. Care Plans are amended according to findings of review or situation which may have arisen or as care changes are identified. We use this care planning review as a opportunity to work alongside the service user in ensuring that their package of care is appropriate to their needs and delivers upon our Person Centred Planning principles. Once a year, each service user is asked to complete a satisfaction questionnaire relating to the service they are / have received. The results of the survey are collated and presented to senior management and a copy available for RQIA and Trust commissioners to review.
Inspectors from the Regulation and Quality Improvement Authority and our Trust commissioners have a responsibility to inspect our services to ensure our service is run in accordance with contract terms and all relevant regulations. Risk Assessments Risk assessments and planned actions to address or minimise risks are recorded in writing and regularly reviewed. We undertake service user, environmental and staff based risk assessments. Policies Every aspect of running and managing our business is set out in a comprehensive set of specific policy and procedure documents. These procedures ensure that we meet the statutory requirements for running a Care Service, and cover all aspects of staffing, managing, and caring for our service users, including procedures on use of restraint, restrictive practice and physical intervention, and also include the preservation of health and safety standards where appropriate. All of our Policies are annually reviewed to ensure that they are kept up-to-date and in line with latest legislation and regulations. Procedures are reviewed at least every three years. Our master policy manuals are held in each office setting but may be consulted at any time upon request or you may request copies of any specific policies which your carer can bring to you. Terms and Conditions Most service users are referred by the local Health and Social Care Trust and we deliver care under contract, however service users also contribute towards the cost of their personal care. The cost of care varies depending on location and structure of care provided, but the amounts requested correlate to statutory care benefits received. Personal contributions are agreed in writing in advance of services commencing with service users and commissioners and reviewed with the service user annually. Insurance cover We continually ensure that have in place adequate insurance cover for providing domiciliary care; copies of which can be seen at our registered offices. Complaints OCSS ensures service users are aware of how to complain. We welcome complaints as an opportunity to improve the care service we provide. A copy of our Complaints procedure is provided on request and on introduction to services, along with an Easy read complaints leaflet as appropriate. All complaints are handled seriously and follow a three stage process. We seek to acknowledge all complaints within 2 working days and investigate and
provide a resolution within 15 working days; where it is not possible we will keep the complainant advised of our progress. Where service users, carers or advocates wish to make a complaint to staff within OCSS they should inform the Team Leader at the service in question who will record their complaint on a registered complaint form. Complaints may also be made directly to the Area Manager or Registered Manager at the addresses below. Area Manager Rosewood Court Supported Housing Lisburn Services Trinity Methodist Church Knockmore Road Lisburn BT28 2EA Tel: 02892627782 OR Mrs Eileen Dealey (Registered Manager) Executive Director Leslie Morrell House 37-41 May Street BT1 4DN Tel: 02890441325 Email: eileend@oaklee.org.uk Complaints may also be made directly to commissioners or regulators. An Advocate may also be contacted to participate in any complaint process with or on behalf of a service user of carer. If a complaint is not satisfactorily resolved by any of the above managers, service user s advocates or carers can proceed to Stage Two of our process and complain to; Mr Ian Elliott (Responsible Person) Group Chief Executive Leslie Morrell House 37-41 May Street BT1 4DN Tel: 028 90441337 Email: iane@oaklee.org.uk
Where individuals continue to be dissatisfied by our complaints process or outcome they may also complain directly to any of the following; Bryson House Advocacy Services Bedford Street BT2 7FE 028 90 325835 Commissioning Trust Locality Manager Learning Disability Services South East Health and Social Care Trust Thompson House Lisburn BT28 3BP Tel 02892633190 Regulation The Regulation and Quality Improvement Authority 9th Floor Riverside Tower 5 Lanyon Place BELFAST BT1 3BT Tel 028 9051 7500 NI Ombudsman NI Ombudsman or NI Ombudsman Office Freepost BEL 1478 Progressive House 33 Wellington Place BT1 6BR Tel 0800 343424