INITIAL REFERRAL
You may have approached us directly or you may have been referred to us by an outside service from which you sought help. They may or may not have accepted at least some financial responsibilty towards your care. In either case, information about you which is passed to us will be dealt with sensitively and in confidence. Before providing any services we will need to speak with you as the person we are caring for or perhaps with your carer if you have one or with the organisation who contacted us. We need to be sure the services that we provide are going to meet your needs.
ASSESSING THE NEED
Homecare is a service delivered to you in your own home and whether you have approached us direct or if you were referred to us by another organisation we will need to complete a needs assessment, which is a summary of information detailing exactly how we can assist you. For us to complete this assessment we will need to ask you a lot of questions. We may also seek information from your carer, your GP or any other specialist who knows about your health and needs. This will be carried out by our specially trained staff and we try at all times to keep the process as unobtrusive as possible, attempting to do this as quickly and tactfully as possible. All information will be dealt with in strict confidence and we aim to understand your needs and preferences so that we can respond in ways that suit you as an individual.
CQC
The Care Quality Commission monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and they publish what they find, including performance ratings to help people choose care.
Trelawney Care was inspected in March 2019, and in the report published in May 2019, were rated as OUTSTANDING overall. Kat Johns is the registered manager in post. A registered manager is a person who has registered with the Care Quality Commission to manage the service. Registered managers have legal responsibility for meeting the requirements in the Health and Social Care Act 2008 and associated Regulations about how the service is run.
Comments included that Care records demonstrated staff shared information effectively with professionals and involved them appropriately. One healthcare professional told us, "They are a reliable, professional care agency and I have no issues with them." They also commented that there was a positive culture in the service, the management teams provided strong leadership and led by example. Staff described the service as a 'family' and commented on the high degree of support provided to them from the registered manager and management team.
To read our full report please click the following link.
ASSESSING THE RISKS
If you have allowed us to deliver care in your own home it is important to realise that this could carry some risks. The care worker will not be with you all of the time and therefore they are unable to supply the same level of support as you would receive in, for example, a residential home. However you do retain your independence and many people find that, on balance, a measure of risk is worthwhile. While we carry out your assessment of need we will also carry out an assessment of risks. If appropriate we will make suggestions to you about how we can minimise any findings. The risk assessment will be reviewed on a regular basis.
CLIENT CARE PLAN
After all assessments are completed we will discuss with you a plan for how we will assist you to meet your needs. This is called a Client Care Plan, because you as the client are central to the plan. It will guide your carers as to what assistance you require to meet your desired outcomes on each visit, all of which will be agreed with yourself.
REVIEWING AND REASSESSING
Your needs may change over time and will be reviewed and assessed regularly. If at any time there are aspects about the care which you would like to change, let the mamangement team know and they will visit to discuss your requirements.
QUALITY ASSURANCE
Our aim is to provide the a high quality service and to do this we continually check on what we are doing, we talk with our staff and other organisations who have the opportunity to see and judge our work. Above all we listen to you, our clients, about how you feel about the service we provide. This process is called quality assurance and it involves the following:
Annual visit to all of our service users by a manager to hear your views first hand
Regular supervision meetings between each care worker and their line manager
An annual survey of service users, and where appropriate their relatives or representatives, to obtain their views
Careful checks on all service user files, timesheets and other records
In addition to the above, please feel free to let us have your views at any time.
We need to know how we are doing and you are best placed to tell us.
All complaints are taken seriously and our complaints procedure is available to each client within our Client Information/Service Users Guide. In the first instance we encourage you to speak with your care worker but our Managers are available if you feel that you wish to discuss the matter further.
