I Hello and welcome to Bay Care Ltd. We are pleased and thankful that you have chosen Bay Care Ltd to offer care and support to assist with your daily living.
Bay Care Ltd has provided domiciliary care and support services to people in their own homes over the past 10 years.
We are registered with the Care Quality Commission and the activities were carry out are regulated the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. We are regularly inspected by the CQC, who check what we do, how we do it and rate our services. At our last CQC inspection in 2018 we were rated as “outstanding”.
We will make every effort to provide you with a service that is of the highest possible quality. Your care support service will be designed to meet your individual preferences and needs and to promote and support your rights, choices, independence and quality of life. In a nutshell, we will aim to deliver the services that you require and in the way you would like, to support you to continue to live as independently and healthily and as possible.
We have produced this Service User Guide to provide you with information about Bay Care Ltd and how we work, the services that we provide and the ways in which our services are delivered, to meet the Fundamental Standards. This guide also provides information on what you can expect from us – and some of the things we would expect for you, to make sure that your care support runs as smoothly as possible.
This Service User Guide will hopefully also answer some of the general questions you might have. If you have any particular questions or wish to discuss any aspect of our service in detail please contact a member of our office team and we will be more than happy to help.
Kat Green Chloe Stark
Director Registered Manager
THE FUNDAMENTAL STANDARDS
The Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 include a number of fundamental standards. These set out what you should expect to receive from your care provider and are the standards below which your care must never fall. These include:
· Person-Centred Care
You must have care or treatment that is tailored to you and meets your needs and preferences.
· Dignity and Respect
You must be treated with dignity and respect at all times while you’re receiving care and treatment. This includes making sure:
o you have privacy when you need and want it
o everybody is treated as equals
o you’re given any support you need to help you remain independent and involved in your local community.
You (or anybody legally acting on your behalf) must give your consent before any care or treatment is given to you.
You must not be given unsafe care or treatment or be put at risk of harm that could be avoided. Care Providers must assess the risks to your health and safety during any care or treatment and make sure their staff have the qualifications, competence, skills and experience to keep you safe.
· Safeguarding from abuse
You must not suffer any form of abuse or improper treatment while receiving care. This includes:
o degrading treatment
o unnecessary or disproportionate restraint
o inappropriate limits on your freedom.
· Food and Drink
You must have enough to eat and drink to keep you in good health while you receive care and treatment.
· Premises and Equipment
The places where you receive care and treatment and the equipment used in it must be clean, suitable and looked after properly. The equipment used in your care and treatment must also be secure and used properly.
You must be able to complain about your care and treatment. The provider of your care must have a system in place so they can handle and respond to your complaint. They must investigate it thoroughly and take action if problems are identified.
· Good Governance
The provider of your care must have plans that ensure they can meet these standards. They must have effective governance and systems to check on the quality and safety of care. These must help the service improve and reduce any risks to your health, safety and welfare.
The provider of your care must have enough suitably qualified, competent and experienced staff to make sure they can meet these standards.
Their staff must be given the support, training and supervision they need to help them do their job.
· Fit and proper staff
The provider of your care must only employ people who can provide care and treatment appropriate to their role. They must have strong recruitment procedures in place and carry out relevant checks such as on applicants’ criminal records and work history.
· Duty of candour
The provider of your care must be open and transparent with you about your care and treatment. Should something go wrong, they must tell you what has happened provide support and apologise.
· Display of ratings
The provider of your care must display their CQC rating in a place where you can see it. They must also include this information on their website and make our latest report on their service available to you.
WHO ARE WE?
Bay Care Ltd is a local private limited company that was set up 10 years ago to provide high quality care services for adults living in their own home. We offer home care services across the Torbay area and in some parts of South and West Devon, including Newton Abbot, Bovey Tracey, South Brent and Dartmouth. We pride ourselves as being a leading pacesetting provider of home care support services, aiming for the highest quality standards. The services we provide are strictly in line with the Care Quality Commission regulations and national guidelines.
In line with our reason for being, we work to ensure that whenever you choose any of our services, you and your loved ones can relax knowing that you are in the safe hands of a team of well-trained, friendly and supportive care workers who provide high quality care for all our clients.
All of our employees are recruited by following strict procedures and guidelines, including detailed criminal records checks.
We continually monitor the services we provide through constant feedback from our clients, visits by our Managers and quality assurance checks. We are constantly striving to improve what we do, to reach the highest standards. Your care, wellbeing and safety is always at the centre of what we do.
We operate 7 days a week and 365 days a year. You can contact us in a number of ways.
Office Address: Bay Care Ltd
49 Torquay Road
By telephone: 01803 710002
By email: email@example.com
The office is open from 8:30am until 5:00 pm from Mondays to Friday. You can also contact us by telephone when the office is closed, in the event of an emergency or if something is very urgent. Our out-of-hours ‘on-call’ service is available on the same telephone number, as follows:
· Monday to Friday
From 6:00am to 8:30am and 5:00pm until 10pm
· Saturdays, Sundays and Bank Holidays
From 6:00am to 10:00pm
OUR MISSION STATEMENT
Bay Care Ltd is a domiciliary care agency which was established to provide home care and support services to a variety of people, to help them to remain in the comfort and familiarity of their own home surroundings encouraging them to live independently.
Bay Care Ltd is committed to employing a highly skilled workforce as this gives us the confidence and ability to meet the needs of our clients and enable us to provide them with high quality care that meets the Fundamental Standards.
Providing a high quality of care to people in their own homes is at the heart of our philosophy of care. Bay Care Ltd places the rights and the wellbeing of its clients at the forefront of its philosophy. We believe that compassion and care for vulnerable adults should form the basis of our practice.
It is part of our philosophy to provide each client with a quality service which is person-centred and tailored to their individual needs and to promote their emotional and social wellbeing.
We believe it is important that clients gain and maintain as much independence in their lives as possible and feel in control of their own lives. We believe we can achieve this by developing positive relationships with our clients and by respecting their individuality and diversity.
Bay Care Ltd believes that each client receiving our support has the right to:
· be regarded as an individual and given our special attention;
· be cared for by people who are capable of understanding their needs and are trained and competent to meet those needs;
· be treated equally, and no less favourably than others;
· receive respect and understanding regarding their cultural, religious and spiritual beliefs;
· receive prompt attention in relation to all of their healthcare/social care needs;
· be safe, feel loved and always know that “someone cares”;
· be informed about all important decisions that affect them, and to have a say;
· be afforded privacy for themselves and their belongings;
· have the opportunity to think independently, and make their own choices;
· complain about anything they feel is unsatisfactory, and to have that complaint listened and responded to.
Bay Care Ltd is committed to providing an outstanding quality of care for our clients. We aim to enable them to continue to live independently in their own homes. By being a strong, independent and viable organisation, we aim to become a leading provider of care and support while helping in the development of a caring society by promoting independent living in the community.
OUR KEY OBJECTIVES
To deliver a high quality service that promotes and improves quality of life for our clients, where we
· Respect our clients’ right to individuality, independence, privacy and dignity;
· Ensure that each client’s needs and values are respected in matters of racial identity, gender, disability, sexual orientation, age, religion and belief;
· Deliver a person-centred service that is tailored to the needs of each client;
· Uphold the clients’ right to make informed decisions and choices;
· Maintain and protect a client’s right to confidentiality;
· Work in partnership with clients, relatives, and all relevant bodies;
· Ensure that our services are managed and developed in accordance with clients’ needs and preferences;
· Ensure that all our staff are competent, responsible and properly trained to undertake the activities for which they have been employed;
· Comply with all relevant statutory requirements for the provision of care services and following best practice guidelines.
· Constantly review what we do and improving our services to meet the highest standards.
CARE AND SUPPORT SERVICES WE PROVIDE
Following as assessment of your needs, Bay Care Ltd will agree with you the level and type of care support we will provide. This will be documented in what we call your Care Plan. Your care plan will detail the support we are providing, when we are doing this and will take into account your preferences and choices on how you would like this done.
We will keep your care plan under review and aim to update this in the event of any significant changes in your day-to-day circumstances and needs. You, as the client, client can request a review at any time. The review will take into account the manner in which care has been delivered, whether it is meeting the objectives which were set at the beginning, and any changes which have taken place in your overall needs assessment.
We provide a varied range of care and support services to adult people in their own homes, including:
· Elderly people;
· People with dementia related conditions;
· People with physical disabilities;
· People with mental health problems;
· People with sensory impairments;
· People with mild learning difficulties;
· People who are experiencing or recovering from illness;
· People with a terminal illness or requiring end of life care
We provide a tailored package of person-centred care according to each client’s needs, which can include some or all of the following:
Personal and Intimate Care:
· Personal hygiene, bathing/showering, washing and oral health care
· Toileting, management of urinary and bowel functions and promoting continence and management of incontinence
· Dressing and undressing.
· Food preparation and assistance with feeding, eating and drinking.
· Mobility and transfers, including help with getting up and going to bed.
· Promoting independence and social functioning.
· Medication support and helping people to take their medicines.
· Maintaining healthy skin, pressure sore management and applying creams
Social Care & Support:
We assist clients to maintain their independence in the following ways:
· Keeping in touch with their friends and relatives;
· Letter writing and form filling;
· Social activities
· Support with attending medical appointments
· Laundry and ironing
· Bed making
· Household cleaning
· Basic pet care
PERSONAL CARE SERVICES WE ARE NOT ABLE TO PROVIDE
Our care workers are not authorised to undertake clinical tasks that require the skills and expertise of health care professionals (such as a district nurse). These include:
· Ear syringing
· Cutting finger or toe nails
· Removing or replacing urinary catheters
· Removing or replacing stomas
· Bowel evacuations
· Injections – administering intravenous drugs
· Filling of oxygen cylinders
· PEG feeding**
· Administering rectal/vaginal medication
· Changing sterile dressings**
** We may be able to assist with these particular clinical tasks, but only if given special designation, approval and person-centred training of the care worker by health care professionals.
In addition to the above, our care workers are not permitted to:
· Carry out any household maintenance tasks (including DIY tasks)
· External gardening maintenance work
· Assist with purchasing/collecting any alcohol, cigarettes or non-prescribed medication (over-the-counter medication)
We have teams of staff doing different jobs, but all working closely together to ensure that everything runs as smoothly as possible in providing high standards of care to our clients.
· Management Team
Our Manager is registered with the Care Quality Commission (CQC) and is also a Director of the company. The Manager is supported by a Deputy Manager, an Assistant Deputy Manager and a Supervisor. The management team is responsible for running the services we provide, ensuring that high standards are kept and in line with all legal requirements. The management team deals with contracts and finances; overall business matters; staff management; and complaints and investigations into any incidents reported.
· Planning Team
This is a team of care coordinators who are mainly responsible for planning your visit schedule, allocating care workers to your visits and sending you your weekly rota in the post.
· Compliance and Quality Team
The compliance team have a number of responsibilities including: preparing and updating your personal care plan and completing risk assessments; liaising with you and any health care professionals (GPs, District Nurses etc) in the event of any changes to your needs or circumstances; quality assurance checks with you to obtain your feedback: and carrying out supervision and spot checks of your care workers.
· Admin Team
The work of our admin team includes: recruitment and selection of new staff; ensuring that your (and employee) records and files are kept up-to-date; and day-to-day contact with you and care workers, to make sure important information is passed on.
· Care Worker Teams
Care workers are our frontline staff who work out in the community providing care support visits to clients. You will have a small team of regular care workers allocated to you. Each care worker assigned to you will be fully trained and assessed as being competent to provide you with personal care and support. They will also receive regular ‘spot checks’ and supervision.
· On-Call Team
The on-call team is available when the office is closed (evenings and weekends) and can provide support and assistance to you (or your relatives) and care workers. The on-call team can be contacted in any emergency situations or if something is very urgent and you feel this cannot wait until the office next opens.
STAFF RECRUITMENT, TRAINING & DEVELOPMENT
Bay Care Ltd is committed to ensuring that all of our employees (office staff and care workers) uphold the principles of honesty, integrity and are trained, competent and responsible in whatever job they have with us. In line with legal requirements, all employees will have undergone various types of checks and training to ensure that they suitable to carry out the activities for which they are employed.
All staff working for Bay Care Ltd undergo rigorous checks to confirm their identity and that they are entitled to work in the UK. They are also subject to detailed checks through the Disclosure & Barring Service (DBS) for any criminal records and clarification that they are able to work with vulnerable people. In addition to these checks, all applicants must also provide us with two satisfactory references.
All of our care worker staff must complete comprehensive induction training as well as additional specialist training in over 40 topics associated with providing care to vulnerable people in their own homes. Training is a continuous process, all staff are required to update and refresh their training on a regular basis. Full and detailed records are kept of all staff training.
Once training has been completed, new care worker staff will be required to complete at least three ‘shadow shifts’ with experienced colleagues. During the ‘shadow shifts’ the new worker will be further assessed for their suitability and competency. Our clients can play an important part in ‘shadowing’, as we always ask clients for their comments and feedback following shadow visits.
· Spot Checks & Supervision
All care workers are subject to regular ‘spot checks’ when they are working in the community. These are unannounced and carried out by our Compliance Team, to check that staff competently following all policies and procedures. The Compliance Team also have regular face-to-face supervision meetings with care workers.
OUR POLICIES AND PROCEDURES
To ensure we offer services consistently and maintain best practice in line with Fundamental Standards and social care regulations, we have detailed our expectations in a large volume of policies or procedural documents. Clients are welcome to examine any of these documents and to have a copy of their own if they wish. Bay Care Ltd has policies and procedures in place covering everything we do, including the following topics:
· Accepting gifts and legacies
· Accidents, hazards and incident reporting
· Adult safeguarding and protecting vulnerable people from abuse
· Assisting clients with medication support
· Complaints, concerns and compliments
· Client care planning, risk assessments and reviews
· No Smoking
· Employee code of conduct and behaviour
· Data protection and client confidentiality
· Health and safety
· Staff recruitment, selection and training
· Staff supervision and development
· Missing people and clients who are absent from home
· Dealing with accident and emergencies
· Dealing with violent, aggressive or challenging behaviour
· Security and safety of client’s property
· Equality Act and equal opportunities
· Maintaining client dignity and respect
· Handling a client’s money and financial transactions
· Lone working and care worker safety
· Maintaining client’s records and files
· Moving and handling and transfers people
· Quality assurance checks and performance monitoring
SAFEGUARDING & PROTECTING CLIENTS FROM ABUSE
Safeguarding adults at risk is the process of protecting adults from abuse or neglect, enabling adults to maintain control over their lives and make informed choices without coercion. It involves empowering adults at risk, consulting them before taking action unless someone lacks the capacity to make a decision, or their mental health poses a risk to their own or someone else’s safety, in which case, always acting in his or her best interests.
Vulnerable Adult Abuse
Abuse can take many forms and the circumstances of the individual must always be considered. It may consist of a single act (one-off event) or repeated acts. The Care Act 2014 sets out as a guide, not a prescriptive or exhaustive list, the following list of types of abuse or neglect that could give rise to a safeguarding concern:
· Physical – includes, but is not limited to, hitting or slapping to pushing or rough handling or unnecessary physical force either deliberate or unintentional when caring for a Client. Restraining Clients so that they cannot move is also abusive, as is using furniture or locking doors to stop them moving. Physical abuse can take place through the misapplication or misuse of drugs. This includes the overuse and misuse of sedatives and other medication, to control or restrain a person without medical authorisation.
· Sexual – is unwanted sexual activity or behaviour that happens without consent or understanding. It includes, forcing someone to take part in sexual activity against his/her will. Sexual abuse also includes sexual harassment – which extends to making sexually inappropriate comments. All forms of sexual abuse and sexual harassment are criminal offences.
· Psychological/Emotional – is emotional abuse which causes distress and can be verbal as well as non-verbal. This includes any behaviour that negatively impacts another person’s psychological or emotional well-being. Typical examples may include ignoring feelings, ridiculing beliefs, withholding approval, appreciation or affection, refusal to socialise, shouting, frightening, swearing etc.
· Financial and material – includes theft, fraud, exploitation and pressure in connection to wills, property, inheritance and financial transactions, or inciting an adult at risk to do any of these things on another individual’s behalf; it may also involve the misuse or misappropriation of property, possessions and benefits of an adult at risk. ‘Scamming’ by third parties or individuals is also a form of financial abuse
· Discriminatory – includes any form of abuse based (or perceived to be based on) on an individual’s race, gender, disability, faith, sexual orientation, or age; and other forms of harassment, slurs or similar treatment or hate crime/incident.
· Neglect and Acts of Omission – includes isolating a person from social interaction, leaving them for periods of time, withholding or failing to provide access to appropriate medical care and treatment when it is required, rejecting various types of appropriate support and depriving a person of the essentials of everyday life, e.g. food, clothes and personal cleanliness. Withholding access to assistive equipment like hearing aids, walking aids, or dentures may be neglect but can indicate coercive control.
· Self Neglect/Self Harm
Self-neglect is a difficult area due to the fundamental human right to private life. If someone chooses to live in a particular way, however worrying that is, there are limited circumstances when the law can intervene. This consideration must be balanced with the right to safeguarding, which is also based on human rights protections.
Self-Neglect is defined as:
· A lack of self-care to an extent that it threatens personal health and safety
· Neglecting to care for one’s personal hygiene, health or surroundings
· An inability to avoid harm as a result of self-neglect
· A failure to seek help or access services to meet health and social care needs
· An inability or unwillingness to manage one’s personal affairs
The decision on whether a safeguarding response is required depends on the adult’s ability to protect themselves by controlling their own behaviour. There may come a point when they can no longer do this without external support or intervention.
· Domestic Violence & Abuse – is defined as “any incident or pattern of incidents of controlling, coercive or threatening behaviour, violence or abuse between those aged 16 or over who are, or have been, intimate partners or family members regardless of gender or sexuality”
Domestic violence and abuse includes physical attacks and violence, verbal, psychological, sexual, financial, emotional abuse and patterns of coercive and controlling behaviour during a relationship between intimate partners, former partners who still live together, or family members, and honour-based violence. Threats to family pets or other family members can also be a form of domestic abuse.
Controlling behaviour: is a range of acts designed to make a person subordinate and/or dependent by isolating them from sources of support, exploiting their resources and capacities for personal gain, depriving them of the means needed for independence. Coercive behaviour: is an act or a pattern of acts of threats, humiliation and intimidation or other abuse that is used to harm, punish, or frighten their victim.
· Organisational abuse – includes neglect and poor care practice within an institution or specific care setting or in relation to care provided in a person’s own home. This may range from one off incidents to on-going ill-treatment. It can be through neglect or poor professional practice as a result of the structure, policies, processes and practices within an organisation. This includes poor management of medical conditions or inappropriate administration of medication by care workers.
All Bay Care Ltd employees receive training on safeguarding adults and the procedures that must be followed if any form of abuse is witnessed or suspected, to report this. Even if a client asks us ‘not to say anything to anyone’ – these procedures must be and will be followed at all times.
A client, or any other person, can report a safeguarding matter directly to the local authority if there are concerns about actual or possible abuse of a vulnerable person, as follows:
Clients living in the Torbay area
Torbay & South Devon NHS Foundation Trust
Name of Contact
Safeguarding Adults Team
Clients living in the Devon area
Devon County Council (Care Direct)
Name of Contact
Safeguarding Adults Team
0345 1551 007 or 0845 155 1007
DIGNITY & RESPECT – CODES OF CONDUCT
All Bay Care Ltd employees are required to follow the National Code of Conduct for Healthcare Support Workers and Adult Social Care Workers in England. This Code also tells the public and people who use health and care services exactly what they should expect from care workers. The Code covers 7 key areas, where care workers should:
1. Be accountable by making sure you can answer for your actions or omissions.
2. Promote and uphold the privacy, dignity, rights, health and wellbeing of people who use health and care services and their relatives at all times.
3. Work in collaboration with your colleagues to ensure the delivery of high quality, safe and compassionate healthcare, care and support.
4. Communicate in an open and effective way to promote the health, safety and wellbeing of people who use health and care services and their carers.
5. Respect a person’s right to confidentiality.
6. Strive to improve the quality of healthcare, care and support through continuing professional development.
Uphold and promote equality, diversity and inclusion
In addition the National Code, Bay Care Ltd has its own code of conduct. All our employees are further required to:
· conduct themselves at all times in a cordial, respectful and courteous manner.
· always work within acceptable and professional boundaries;
· actively listen to and respect clients at all times;
· avoid any form of favouritism with clients and colleagues;
· treat clients and colleagues fairly and without any form of prejudice or discrimination;
· ensure that all client contact is appropriate and relevant to their care plan;
· ensure that all language used with clients and colleagues is appropriate and non-offensive;
· Challenge unacceptable behaviour from clients or colleagues;
Employees must not:
o patronise or treat Clients as if they are silly;
o allow any allegation of harm or abuse to go unreported;
o develop inappropriate relationships that is not a part of the work;
o conduct a sexual relationship with a Client or indulge in any form of sexual contact, (including sexualised comments or innuendo);
o provide clients with their personal contact details (mobile number or address);
o make sarcastic, insensitive, derogatory comments or gestures to or in front of clients;
o make inappropriate promises particularly in relation to confidentiality;
o jump to conclusions or make assumptions without checking facts;
o either exaggerate or trivialise issues;
o discuss any intimate details about their own private lives (including relationship problems, financial difficulties, personal health problems) with clients
o discuss work-related issues or problems with clients
VISITING YOU AT YOUR HOME
Every care worker who visits you will have been recruited and vetted following strict procedures, adequately trained and assessed as being competent; familiar with your circumstances and care needs, and be in possession of a list of care support tasks to carry out at each visit.
We will send you (or your relative) a rota of your care visits every week, for the forthcoming week. We usually post this on a Friday and clients receive them on a Saturday. Your weekly rota will list your visit dates and times, and the carer workers who will be visiting.
We will work to ensure that you receive continuity of care and regular care workers. Occasionally however, there might be unforeseen changes to your rota (staff sickness absence or carer workers running late or dealing with emergencies with other clients). If this happens, we will make every effort to contact you to advise you of any changes to your carers or visit times.
If, due to unforeseen circumstances, your care worker does not arrive at your home at the expected time, please allow 30 minutes and then call our office on 01803 710002. It is important to call us when your care worker has not arrived, so we can make an assessment of your safety and wellbeing, investigate the care worker’s whereabouts and take any remedial action
Unless specifically agreed in your personal care plan – all your care workers must wear a Bay Care Ltd uniform and be in possession of an identification badge (with their photograph). They will access and enter your property in the ways agreed in your care plan and greet you in the manner you prefer.
Care workers attending your home visits must not, at any time, be accompanied by anyone not employed by Bay Care Ltd (such partners, children, or friends). Care workers are not permitted to take their pets to client’s homes.
Whenever possible, the client’s wishes will be respected concerning the sex of the care worker assigned, in particular where a genuine occupational requirement is evident and when intimate personal care is to be provided. However Bay Care Ltd recognises that there is no automatic reason why a client should raise concerns about a care worker of the opposite sex, purely on the basis they are of the opposite sex.
ACCESS AND SECURITY
Clients receiving care at home are more likely to be living alone, and may well have some form of disability or impairment which makes them feel vulnerable and unsafe. This is particularly true where clients lack mobility, and dealing with an actual, or a suspected security issue (e.g. an unlocked door, or open window) can present major problems and anguish. In recognition of this, Bay Care Ltd is committed to ensuring the security and safety of the home and the client at all times when providing care. In support of this general statement of policy, all care workers are provided with guidance on the proper procedures for entry into a person’s home, and security measures which must be followed at all times. Topics covered include:
· Entering premises;
· Safe handling and storage of keys outside the home;
· Action to be taken in case of loss or theft of keys;
· Confidentiality of entry codes and key safe code numbers;
· Alternative arrangements for entering the home;
· Action to be taken when unable to gain entry;
· Securing doors and windows;
· Discovery of an accident to a client /other emergency situations;
CLIENTS WHO ARE ABSENT FOR CARE VISITS
Unless we hear from you in advance, our care workers will expect you to be at home for each scheduled visit. If you are not at home as expected, Bay Care Ltd has a very strict client safety procedure in place, which must be followed at all times.
We will treat you as being absent from home if your care worker reports to the office you are not in your property – or, they have tried everything to gain access, but you have failed to answer door, entry intercoms or telephone. In these circumstances we will:
· Make repeat attempts to contact you, to establish your whereabouts and that you are safe and well
· Contact your next of kin or emergency contacts to report our concerns about your absence
· Contact local hospitals to check if you have been admitted
· If we cannot make contact with you, AND your next of kin cannot assist us with information about your whereabouts, AND you have not been admitted to hospital – we will report the matter to the local authority and also notify the police.
You can cancel a visit at any time if you are not going to be home for a visit on your rota. This avoids the need for us to treat you as being absent and having to follow the above procedures.
If you need to cancel a visit for any reason, we would be grateful if you could please give us at least 48 hours if at all in order that no charge is made for the cancelled visit. Visits cancelled with less than 48 hours notice may still be subject to a charge being made.
YOUR DAILY CARE RECORDS
Bay Care Ltd uses an electronic records system for the all client care records, which complies with all legal requirements and regulations. The system is called “Mobizio” and it enables us to record all required information and details, including:
· A detailed copy of your agreed personal care plan, listing all the support ‘tasks’ our care workers will carry out
· Details of your ‘next of kin’ and who else to contact in an emergency
· The date and time of every care visit you receive from us, with a description of all the services we have provided during that visit (these are known as tasks) , and names of care workers who attended
· A full visit-by-visit record of all medication support we have given or any other assistance to help you take your medicines. This includes a list of all prescribed medication (listed by each drug) and details of any drugs you have not taken for any reason.
· Details of any financial transactions undertaken, where we have directly handled your money (shopping, paying bills for example)
· Details of your current health circumstances, physical condition, mental wellbeing and care needs;
· A full breakdown of risk assessments, including those relating to your overall health, mobility, medication, eating and nutritional needs and home environment
· Details of any concerns about you, that have been reported to the office
· Any accident or incident reports (however minor) involving you or your care worker
· Body maps of any injuries, pressure sores
· Any other information which would assist the next health or social care worker to ensure consistency in the provision of care.
At every visit, your care worker will (on their smart phones) complete a visit record, with details of all care plan tasks completed (or explanation for tasks not completed), a list of all medication support and attendance notes summarising the visit.
We will provide you with a paper copy of your care plan, risk assessments and contract, for you to keep at home. However, all daily visit notes are completed by your care workers on their ‘secure smart phones’ using Mobizio and sent directly to the office for monitoring and auditing.
If you have district nurses or care workers from another agency supporting you with your care, a “communication log book” can be left at your property. This book is for notes to be left to ensure that all any communications are passed on. This log book can also used to log Blood Sugar Levels, if you are diabetic.
If the client is in the end stages of life then an “end of life care plan” will be left in the property, this will give full details of the care we have provided, the care others have provided and will also provide the family and client with information leaflets on care in the end stages of life.
Access to Care Records:
You (or your representative) have the right to access to these records. If you wish to have access to your daily care records, you have the following options:-
· You (or a relative) can have direct access to your records using the Mobizio system. This is an ‘App’ which can be downloaded free onto your mobile telephone or other portable device. Once you have the ‘App’ you can review all your records. Using the ‘App’ will also enable you to look at your future visits rota. For information security reasons, there is a strict procedure to follow for anyone wishing to access their records via the Mobizio App. If you would like further information, please contact a member of the Compliance Team during office hours.
· We can provide you with 4 weekly copies of all your daily care records in paper form. If you would like further information, please contact a member of the Compliance Team during office hours.
CONFIDENTIALITY & DATA PROTECTION
In line with the Data Protection Act 2018, we at Bay Care Ltd will operate policies and procedures to ensure confidentiality and security of information which the company holds about its clients. Under the terms of the Act and the General Data Protection Regulation, clients are entitled to access personal information relating to them. Should a client wish to receive a copy of the personal data we hold; he or she should contact the Registered Manager during office hours.
Employees of Bay Care Ltd are bound by a Code of Conduct which includes preserving the confidentiality of any information that we hold about you. Where we do have such information, we undertake not to disclose any of it to an unauthorised third party without your express permission, except in an emergency or crisis situation (for example, sharing information with paramedics, district nurses or you GP).
Bay Care Ltd cannot share or disclose any personal information we hold about you with any person or third party (including a relative or close friend) unless we have your consent to do so – except in an emergency or crisis situation (for example, sharing information with paramedics, district nurses, your GP, your social worker or the police). When meeting with you to agree your care plan – we will also ask you for details of your ‘next of kin’ and other significant individuals who you give consent for us to share personal information with. These individuals will be listed in your care records – for legal reasons, we will politely decline to share any information with anyone not on this list, until we have your consent.
SAFE WORKING PRACTICES
Bay Care Ltd has an overriding responsibility to safeguard the health, safety and well being of all its employees. In the field of domiciliary care and support, the client’s home is the care worker’s “workplace” for much of the time. When a care worker is present in a client’ home, Bay Care Ltd shares responsibility of its employee’s health and safety with the client or their representative.
Bay Care Ltd will always endeavour to balance the needs of everyone involved in the care process (particularly the needs of the client on the one hand and the needs of the care worker on the other) in order to ensure that:
· Care workers do not perform tasks that put them or client at unreasonable risks;
· Care workers avoid any moving and handling activities where it is not reasonably practicable or essential;
· All risks are assessed and appropriate steps are taken to reduce them as far as possible;
· Clients’ personal wishes and preferences on the type of assistance given to them by care workers are listened to and respected wherever possible;
· Clients’ independence and autonomy is supported as fully as possible.
Health and safety assessment
Prior to commencement of a care service Bay Care Ltd will aim undertake a health and safety assessment of the client’s home in order to identify any specific hazards which may be present, and which may pose a risk to the health, safety or welfare of the client and/or care workers. Where hazards are identified then a risk assessment will be completed and where necessary, advice given as to correction and maintenance.
When emergency care packages are started at short notice, we aim to carry out the health and safety assessment within the next 2-4 working days.
Bay Care Ltd will not permit staff to engage in any activity where a significant hazard is present, and the risk has not been eliminated or reduced to an acceptable level. In some instances this may require service to be withheld or suspended.
CONTROL OF INFECTION
Bay Care Ltd recognises its duty and responsibility to promote a safe working environment for care workers and clients. The control of infectious diseases is an important aspect of this overriding duty. Personal care, especially intimate care, involves risks of infection which need to be managed in a safe and organised manner including the use of standard/universal precautions.
Standard/Universal precautions include:
- Thorough hand washing and skin care;
- Use of protective clothing – aprons and gloves
- Safe handling of sharps (including sharps injury management);
- Spillage management.
All care workers undergo training in effective infection control and are subject to regular competency assessments (spot checks) carried out by the Compliance Team.
Many of the Bay Care Ltd’s clients are advised (for example by their GP, local Pharmacist, Community Nurse etc,) to take medicine(s) either regularly, or on an occasional basis, in order to maintain or improve their health.
The taking of medicines will form part of the initial care needs assessment, and a decision taken as to whether the client wishes Bay Care Ltd, and its care workers, to participate in any way in the process of supporting the client with their medication.
Typically, we will always try to encourage and maintain the client’s independence, through the client’s own self-administration of medicines, but will provide assistance, as needed, when this has been agreed as part of the client’s Personal Care Plan.
Where assistance is given by any care worker employed by Bay Care Ltd, then it will be undertaken within strict procedures, as outlined our policy and procedure on supporting clients with their medication. Care workers are not permitted to deviate from the procedures laid down (or they may face disciplinary action) and are advised to seek advice on any matter of concern either to them or the client.
All care workers undergo comprehensive training in providing medication support in line with statutory regulations and best practice guidelines and are subject to regular competency assessments (spot checks) carried out by the Compliance Team.
FIRE SAFETY IN THE CLIENTS HOME
Bay Care Ltd routinely carries out a detailed risk assessment of all client properties to identify any safety hazards for clients or care workers. Fire safety is an important part of this risk assessment.
Bay Care Ltd works in partnership with Devon & Somerset Fire and Rescue Service (DSFRS). On request from a client (or relative), DSFRS will carry out a mutually convenient home visit by one of their fire safety technicians. The technician can provide specialist advice on any particular fire safety risks and can if necessary, provide free smoke alarms (including specialist alarms for people who are deaf or hard of hearing, or blind); and fire resistant bedding, free of charge. Clients can request a fire safety visit by contacting the Compliance team at our office.
SMOKING AT WORK
The smoking ban came into force throughout England on 1st July 2007, (The Smoke Free Regulations 2007). However, private residences are excluded from this legislation. Nonetheless, Bay Care Ltd has a health and safety duty of care towards its care workers and staff, to protect them from the effects of passive smoking in their workplace. A client’s home is viewed as being a care workers workplace.
As part of our terms and conditions of service, we require that clients who smoke enter into a voluntary agreement, to help us follow guidelines endorsed by the Care Quality Commission and the Health & Safety Executive. These guidelines require:
· That clients and relatives do not smoke in the presence of our care workers.
· That clients refrain from smoking for 1 hour prior to the attendance of our care workers.
· That, as far as possible, the working environment for our care workers is kept well ventilated.
To ensure that we comply with the law, Bay Care Ltd has a ‘No Smoking Policy’, which makes clear that all employees (including care workers) are:
· Strictly forbidden from smoking or ‘vaping’ in a client’s home – even if the client smokes themselves.
· Strictly forbidden from smoking or ‘vaping’ in any vehicle, if the client is present as a passenger.
· Not permitted to smoke up to an hour before visiting a client.
· Authorised (in exceptional circumstances) to leave a client’s property if the clients (or relative) smoking behaviour presents any significant risk to the health or wellbeing of the care worker.
Bay Care Ltd provides appropriate personal protective equipment (PPE) to all its care workers including gloves and aprons, in line with our infection control procedures.
We do not provide any specialist equipment direct to our clients. It is the responsibility of the client and/or the commissioning social services department or health care trust to provide all special equipment in good working order (e.g. hoists, stand aids, commodes, bath seats, etc.) It is also the responsibility of client to maintain any equipment in good safe working order.
Where care workers are involved in light domestic tasks as part of a client’s agreed care plan, we do not provide cleaning materials (detergent, soap powder, furniture polish etc) or equipment (mops, buckets, vacuum cleaners, irons etc).
FINANCIAL TRANSACTIONS & HANDLING YOUR MONEY
Bay Care Ltd aims to promote and maintain the independence of clients in all aspects relating to the care and services they receive and believes that control of money matters is a key element of independence. Clients are therefore actively encouraged to take control of all aspects of their financial affairs, thus avoiding over-dependence on others, even in minor ways.
There will be instances, however, when support is needed, and given, and it is in these situations in particular where Bay Care Ltd ensures that simple good practices are implemented and observed, so as to promote trust and avoid disputes, misunderstanding or suspicion.
Bay Care Ltd has a clear policy and procedure relating to the handling of client’s money, by care workers. All transactions where a care worker has handled your money must be documented and recorded in your care records (a Financial Transaction form on the Mobizio system) – and verified by you. These records will be monitored and audited by the Compliance Team.
Employees of Bay Care Ltd must never be in the possession of a client’s bank card and PIN number and are prohibited from using a client’s chip and pin card. Care workers are also prohibited from borrowing or lending money to/from clients; and from buying from or selling items to a client.
GIFTS, WILLS AND BEQUESTS
Employees of Bay Care Ltd have a personal duty to ensure that neither they, nor the company, may legitimately face charges or allegations of malpractice or corruption in their conduct at work. As such, a code of conduct has been developed by the agency which follows good practice and national standards. This code, embraced within our policy/procedure on gifts, wills and bequests, includes advice on:
Solicitations – seeking gifts or favours
Any employee who seeks gifts or favours from clients in return for the services they are required to provide will be subject to disciplinary action which will, almost certainly, lead to dismissal and a referral the Disclosure & Barring Service (DBS)
It is not uncommon for a client, or someone closely connected to the client, to offer some gift as a mark of appreciation for the high quality of care they have routinely received from individuals or the agency as a whole. At the same time, the taking of gifts or acceptance of substantial favours by employees from, for example, clients, or relatives can give rise to embarrassing situations and may be seen as an improper inducement to give some concession in return to the donor. As such, it is our policy to discourage the practice of clients or relatives offering gifts to care workers, or others employed in the company.
National Minimum Standards preclude any employee involvement in assisting in the making of or benefiting from clients’ wills. As such care workers and other employees of the company are instructed to refuse to offer any advice whatsoever, either to the client, or anyone connected with the client, on the making of wills, or their contents.
HARASSMENT AND ABUSE OF STAFF
Bay Care Ltd takes its employer’s health and safety responsibilities seriously and reserves the right to withdraw the service immediately if we feel that our employees are at risk. Bay Care Ltd has adopted the NHS ‘Zero Tolerance’ policy for health care staff. This states that our staff have the right to provide care without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and clients has to be in place at all times.
All our staff aim to be polite, helpful, and sensitive to all clients’ individual needs and circumstances. We would respectfully remind clients that very often our staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. We fully understand that clients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. However, aggressive or threatening behaviour, be it violent or abusive, will not be tolerated and may result in your service from Bay Care Ltd being withdrawn and terminated and, in extreme cases, the Police may contacted.
In order for Bay Care Ltd to maintain good relations with their clients we would like to ask all its clients (and relatives) to read and take note of the occasional types of behaviour that we consider to be unacceptable:
- Using offensive language or swearing at staff.
- Any physical violence or threats of violence towards any member of staff.
- Verbal abuse in any form including verbally insulting the staff or subjecting them to inappropriate sexualised comments.
- Racial or homophobic abuse or sexual harassment will not be tolerated by Bay Care Ltd.
- Causing damage to the property of a member of staff.
- Slanderous or malicious unsubstantiated complaints about staff.
Care workers may be able to support clients with caring for their pets. This support will only be provided if it is agreed as part of a client’s care plan and the activity has been assessed for risks. This might include feeding pets, dog walking or cleaning pets waste – but cannot perform any pet grooming or similar activity.
Compliments and positive feedback are welcomed. Compliments regarding individual staff members should reported to the Compliance Team, who will record this in the employee’s file and bring it to the attention of the Management Team. It is helpful to let staff know when they have done a good job, as feedback from the people to whom they are providing a service is the most important feedback of all.
TERMS & CONDITIONS OF SERVICE
Our terms and conditions are service are set out in detail in the Contract Agreement, signed by you (or your representative) and Bay Care Ltd. You will have been provided with a copy of this, which you can find at the back of your personal Care Plan folder.
INSURANCE COVER AND LIABILITIES
Bay Care Ltd has all the mandatory and legally required insurance including comprehensive insurance cover in respect of Employer’s Liability and Public Liability. All relevant certificates can be inspected at our office. Our liability to you shall be limited to the extent of our insurance cover in respect of the claim. Our current insurance cover for public liability insurance in respect of any one claim is £5.000.000 Any consequences that arise out of the same act of default by us shall be treated as giving rise to only one claim.
By signing your Contract Agreement you acknowledge that any additional household or public liability cover is your responsibility and employee accidents within the work place (the property) may be claimable on your policy. You are also responsible for any additional motor insurance in respect of any vehicle owned by you or used in connection with your care and that any vehicle that is used in connection with your care is in good repair and condition and is regularly and properly maintained.
Bay Care Ltd accepts no liability, howsoever caused, on behalf of ourselves, our servants, agents or contractors for any losses, costs, damages, claims or expenses in connection with the dishonesty of the Care Worker.
Additionally, we accept no liability, howsoever caused, on behalf of ourselves, our servants, agents or contractors for any losses, costs, damages, claims or expenses in connection with our failure to provide the service.
For the avoidance of doubt, our liability does not extend to cover damage to your vehicle(s) or your home howsoever caused. We will not accept liability for any excess, loss, expenses, damage or delay arising from such damage. All such costs must be covered by either your motor insurance policy or home insurance policy or paid by you personally.You are advised to note that you may be liable for any death, personal injury, loss or damage suffered by employees of the Agency (or other persons) to the extent that it arises from matters under your control and/or responsibility, such as:
- The condition of your home;
- Any equipment provided by you for use by any of our employees;
- Any failure to disclose known risks to health and safety.
As liability could, in the event of injury, death etc result in substantial claims being made against you, you are advised to ensure that you hold adequate insurance in respect of such matters.
Nothing in this Agreement limits or excludes our liability –
(a) for death or personal injury resulting from negligence; or
(b) for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation.
TERMINATION OR WITHDRAWAL OF SERVICE
The Care Provider:
Bay Care Ltd reserves the right refuse to provide and withdraw service, where, in its opinion, the pattern and/or type of care requested is inappropriate to, or conflicts with, the needs of the client or where we believe that it is not competent to deliver the care to the standards required.
Once started, we may withdraw the care provided (either on a permanent or a temporary basis) in situations, for example, where:
· The health and safety of the care worker is seriously at risk;
· The care worker has received threats of violence;
· The care worker has received any form of abuse.
Bay Care Ltd will endeavour to provide at least one week’s notice to the client of withdrawal of service although in certain situations, for example where the health and safety staff is at risk, withdrawal may be immediate. If withdrawal of service is not permanent, the client will be advised of the conditions which must be met in order to permit the resumption of service.
Bay Care Ltd may terminate or suspend the provision of care services in the event of non-payment of invoices or should there be irreconcilable differences of opinion which, in our view, might compromise the Care Plan and/or the health and safety of care staff or the client. Reasonable notice of intended termination will be agreed and given so as not to prejudice the care requirements of the client.
The client may cancel the contract to provide care support service, by providing at least seven days notice, in writing, if she/he no longer requires the service or wishes to suspend the service for a period of time. Failure to do so may render the client liable to one standard week’s charges.
If the package of care has been commissioned by the local authority, the client cannot cancel their care unilaterally, without the matter being discussed and agreed with the client’s local authority social worker/care manager – and an end of service date confirmed with Bay Care Ltd.
COMPLAINTS AND CONCERNS
We will always strive to provide a high quality service at all times. However, there may be times when you might be unhappy or dissatisfied with the service they receive from us.
Complaints are encouraged and welcomed as a way of ensuring that any client dissatisfaction with the quality of service provided by Bay Care Ltd is brought to the attention of the management team as quickly as possible. All complaints or concerns are taken seriously and will be thoroughly and fairly investigated without discrimination. Bay Care Ltd will not treat you less favourably because you have made a complaint.
Our aim is to deal with complaints efficiently and fairly, and, wherever possible, to achieve a resolution which is satisfactory to both you and Bay Care Ltd. Individuals who use our services and those who act on their behalf will be encouraged to make use of the complaints procedure, if they wish to do so. This is a brief summary of our procedure for dealing with complaints.
In any case, we hope that as a first step – a quick discussion about your concerns with a member of the office staff will resolve the problem.
We would ask that, in the first instance, you (or a relative) contact a member of the Compliance Team during office hours, so we are clear about your concerns and how you would like the matter resolved. The Compliance Team will aim to deal with this as quickly as possible on the same day, to your satisfaction. If any action on our part is required, the Compliance Team will explain what we intend to do and when we intend to do it. Once we have taken action, the Compliance Team will contact you to confirm this and clarify that you are satisfied with the outcome. All details will be logged and recorded in your care records.
However, if the Compliance Team are not be capable of dealing with your concerns immediately (for whatever reason, but usually because the matter refers to operational policy, which the Compliance Team are incapable of changing, or is a matter outside of their normal responsibility, or the matter is clearly serious in its nature), the matter will have to be referred to the management team. In these circumstances, you will be advised that your complaint will be acknowledged, formally, in writing, within three working days. The Compliance Team will refer the matter to the management team and it will be dealt with as if it were a written complaint.
If you feel unable to discuss your concerns with the Compliance Team, you can if you prefer, address the problem directly to the Management Team during office hours. A member of the Management Team can speak to you initially, but may advise you to put the matter into a written complaint.
All written complaints (together with unresolved oral complaints) should be addressed (or forwarded) to the Registered Manager. All correspondence should be marked as follows: (We have added a complaints form at the back of this guide for your assistance)
Chloe Stark (Registered Manager)
Bay Care Ltd
49 Torquay Road
Alternatively or if you prefer, you can forward a written complaint via email direct to the management mailbox at email address:
All written complaints will be dealt with in line with the following principles:
· All complaints will be acknowledged within 3 working days of receipt;
· All complaints (other than oral complaints resolved on the same day) will be investigated, and a written response given within 10 working days. The written response will address the issues raised in the complaint, and provide information about what action (if any) has been taken, or is to be taken, by way of resolution
· All records relating to the complaint, including copies of all correspondence etc. will be filed in a confidential complaints file maintained by the Registered Manager.
Where it is considered, at the outset, that the “10 day response” target is unlikely to be met, then a more realistic assessment will be made, and the client will be informed. Clients will also be advised if any statutory or other bodies have been notified and what that may mean for the complaint investigation.
If a target date is missed, the client will be informed of the reason(s) why, given a new target date, and kept regularly informed at all times of progress. It is hoped that all complaints may be dealt with satisfactorily within the governing principles described above and that the client is satisfied with the way the matter has been handled, and the response which has been given. Therefore the matter comes to a close.
However if the client or her/his representative is not satisfied then they should be refer the complaint, together with an understanding of why dissatisfaction remains, in writing, to:
Miss Katrina Green (Director)
Bay Care Ltd
49 Torquay Road
Paignton, TQ3 3DT
If the client or her/his representative remains unsatisfied, after following all the stage above – they may wish to refer their unresolved complaint to the relevant local authority or Ombudsman, as follows:
Clients living in the Torbay area
Torbay & South Devon NHS Foundation Trust
Lowes Bridge, Torquay, TQ2 7AA
Name of Contact
Patient Advice & Liaison Service (PALS)
Clients living in the Devon area
Devon County Council (Care Direct)
FREEPOST DCC Customer Relations
(This is the full address and no stamp is needed)
Name of Contact
Customer Relations Team
All clients in all areas
Name of Authority
Local Government & Social Care Ombudsman
53 – 55 Butts Road, Coventry, CV1 3BH
Name of Contact
National Call Centre
Not publicly listed
0300 061 0614
QUALITY MONITORING AND IMPROVEMENT
At Bay Care Ltd the quality of the care we provide is of the upmost importance. One of the ways we ensure quality is by complying with regulatory and legislative standards. We work hard to ensure that these standards are upheld in all aspects of our policies and procedures, and our practice. We are always keen to provide the best possible service and to do this we continually check on what we are doing, talk with our staff and with outsiders who have opportunities to see and judge our work, and above all listen to our clients. This process is called quality assurance.
We monitor our services regularly to ensure that we have performed our tasks diligently and that our clients are satisfied with the services we provide. To help us provide the best possible care, we will contact you on a regular basis to get your views on the quality of care that you receive from us. When seeking your views about our service we also like to include the views and opinions of your relatives as well. However, if you prefer that we do not speak to your relatives, please let us know. To enable us to do this we have simple questionnaires which we ask you to complete from time to time.
We also carry out unannounced quality monitoring ‘spot checks’ on our care workers. If we intend to carry out a spot check when a care worker is attending your home, we will notify you in advance and ask for your consent.
Bay Care Ltd is subject to periodic inspection by representatives of the Care Quality Commission (CQC). A copy of our most recent inspection report may be made available upon request to the Registered Manager.
The contact details for the Care Quality Commission (CQC) are as follows:
Name of Authority
Care Quality Commission (CQC)
Name of Contact
National Call Centre