Standards that you can expect

The following standards are from the Care Quality Commission leaflet ‘What standards you have a right to expect from the regulation of agencies that provide Care in your own home’.

To be involved and told what’s happening at every stage of your treatment

• You (or someone acting on your behalf) will be involved in discussions about your care, treatment and support.
• You will get support if you need it to help you make decisions and staff will respect your privacy and dignity.
• Before you receive any care and support, you will be asked whether or not you agree to it.

Care and support that meets your needs

• Your personal needs will be assessed to make sure you get safe and appropriate care that supports your rights.
• You will get the care that you and your social care professional agree will make a difference to your health and wellbeing.
• Your care needs are coordinated if you move from one care provider to another.
• Staff respect your cultural background, gender, age, sexual orientation, religion or belief and your disability if you have one.

To be safe when using a service

• You will be protected from abuse or the risk of abuse, and staff will respect your human rights.
• You will be supported in getting the medicines you need, when you need them, and in a safe way.

To be cared for by staff with the right skills to do their jobs properly

• You will be cared for by staff who have the knowledge, skills and experience needed to meet your health and welfare needs.
• You will be looked after by staff who are well managed and have the chance to develop and improve their skills.

PHC routinely checks the quality of its services

• The manager of PHC will continuously monitor the quality of our services to make sure you receive the support you need.
• Your personal records will be accurate and kept safe and confidential.
• You or someone acting on your behalf can complain and will be listened to. Your complaint will be dealt with properly and fairly.

Seeking a Service

• The first step is to arrange to visit you in your own home. The Registered Manager will discuss with you your individual requirements and the range of services we are able to provide at PHC Ltd. This process will be formalised into an assessment of your needs, which should form the basis for a decision by both you and PHC Ltd as to whether the necessary service can be provided. In common with all records regarding people who need care and support, the assessment(s) will be made with your full knowledge and cooperation, and the records will be shown to you and be available to you at any time.
• The Registered Manager or one of our team will visit you in your home, or in hospital if necessary, and will document a pre-service start assessment with you. This initial set of information will form part of your Support Plan which illustrates and reviews how your family and our staff gain an understanding of how we can use our skills for an overall improvement to your health and wellbeing.
• If you have any questions please discuss them with your care worker, or contact the Registered Manager, who will be very happy to answer them. PHC’s commencement of service arrangements is according to a detailed Policies and Procedures, a copy of which are available from PHC on request.

Key Workers (where 24 hour care is needed)

• In order for you to receive quality care, we have initiated a Key Worker system. Where possible, you will be offered an opportunity to choose your Key Worker. They will undertake to identify your needs with you and ensure that they can be met through a Service User Plan.
• The aim of the Key Worker system is to provide each Service User with an advocate within the staff team, and to develop a relationship based on trust and mutual respect. The Key Worker will undertake an assessment with you to establish your preferred name, personal circumstances, personal history, and social and medical circumstances, all of which will be entered into your Care Plan. The Key Worker will also assess your psychological and physical capabilities. Previous work and hobbies, preferences with regard to activities and food will be noted and a personal programme of support and/or Care devised according to your wishes.
• Your Key Worker will be the main point of contact for you and your principal carers/relatives, and will be available to answer any questions, to support your daily care routine and to simply have a chat with you whenever you so wish. They will also arrange for meetings to review your Service User Care Plan periodically with you and your family or friends, and to measure the progress of your care programme.
• Obviously not everyone gets on with each other. If you are unhappy with your Key Worker, please bring this to the attention of the Registered Manager. The matter will be resolved sensitively and confidentially, and a new Key Worker will be assigned to you if this is appropriate.