Crossroads Care Knowsley Inc

Information and Guidelines for Service Users CONTENTS

Care and Respite Support Services 3

Management of Care and Respite Support Services 3

How We Can Help 3

Process for the Delivery of Care and Support 4

Key Terms and Conditions for Providing the Service 4

Care for Carers and People with Care needs – Our Standards 5

Key Policies & Procedures 6

1. Health & Safety 6

 Equipment  Hygiene  Mobility Assistance  First Aid  Fire Safety

2. Confidentiality 7

3. Data Protection Act 7

4. Complaints and Compliments 7

5. Equal Opportunities 8

6. Personal Care 8

7. Medicine Policy 9

8. Protection of Vulnerable Adults and Child Protection 9

Gifts & Bequests 9

Insurance 9

Source of help for Carers 11

Your Notes 11

Where to Find Us 12 2 CARE AND RESPITE SUPPORT SERVICES

Care and Respite Support Services is a specialist voluntary organisation providing support to carers in their own homes, giving carers “time” to be themselves.

Care and Respite Support Services works within a framework of national policies, procedures and standards to ensure a high quality service to carers and the people they care for.

Our charitable object is:

“To relieve the stresses experienced by carers, and children and adults who have care needs as a result of disability, illness or age, by offering a respite service through the provision of community based support workers”

Our Charity Number is: 1013152

Care and Respite Support Services is registered with the national Care Quality Commission. As a condition of registration we are required to provide a Statement of Purpose. This provides detailed information about the organisation and the services we offer, and some of the information in the Statement of Purpose is also included in this guide.

MANAGEMENT OF CARE AND RESPITE SUPPORT SERVICES

Care and Respite Support Services is governed by a local Board of Trustees who are volunteers. They bring a range of skills and experience to the Board and have overall responsibility for the service.

HOW WE CAN HELP

Care and Respite Support Services respects the individuality of carers and people with care needs and seeks to promote their choice, independence, dignity and safety. We also believe that carers must have access to high quality services that enable them to fully benefit from a break from their caring responsibilities. We aim to provide a flexible and adaptable service that meets the needs of individual carers and those they care for.

Trained Care Support Workers go into the home to take over the carer’s responsibilities. They will undertake the tasks carried out by the carer providing they have appropriate training in the tasks required. In providing this service they may provide a personal care service for a person with care needs.

This may include support with bathing and feeding, mobility or with the administration of prescribed medication. We are also able to provide help with more specialist care tasks (for more information please refer to our Statement of Purpose.)

3 PROCESS FOR THE DELIVERY OF CARE AND SUPPORT

Care and Respite Support Services receives referrals from local authorities, clinical commission groups, private purchase service users and other voluntary organisations.

When the referral has been received the Registered Manager/Care Co-ordinator will arrange to meet you and the person you care for to discuss the range of services the organisation can provide. If the organisation is able to help you, the Registered Manager / Care Coordinator will agree with you and the person you care for the details of the services, the times when help will be provided and how often this will be. In order to ensure your safety and the safety of the staff all agreed tasks will be risk assessed. (See section on Health and Safety on Page 6).

All discussions about the provision of the service will be user led and a service plan will be agreed. This will include a personal care plan which will be developed with, and agreed by, the person with care needs. We will ask you both to sign the relevant documents to indicate that you agree with the service to be provided. The Registered Manager / Care Coordinator is always willing to discuss any elements of the service provision or alterations you may want to make to the service provided.

KEY TERMS AND CONDITIONS FOR PROVIDING THE SERVICE

 Care and Respite Support Services provides user-led care support services with arrangements for care support packages being discussed with the carer and / or the person being care for.

 We are always striving to maintain our very high standards of care and in order to help us achieve this we always welcome feedback from service users.

 As well as services provided to local authorities, clinical commission groups and other voluntary organisations, we also provide access to our services from private purchasers. Irrespective of who requests our service we always strive to deliver a high level of service every time.

 Unfortunately there may be occasions when we have to cancel or withdraw our service. This may include risk to staff, dangerous premises, dangerous equipment, verbal or physical abuse of staff and non payment of fees. A decision on whether to withdraw our service will be the responsibility of the Registered Manager.

 Care and Respite Support Services has a comprehensive insurance package in place.

 Full details of terms and conditions for providing our service can be obtained from the office at: The George Howard Centre, Lickers Lane, Whiston, L35 3SR.

4 CARE FOR CARERS AND PEOPLE WITH CARE NEEDS – OUR STANDARDS

Care and Respite Support Services is committed to working with carers and people with care needs to provide a high quality, flexible service.

We demonstrate our commitment to carers and people with care needs by working to codes of good practice and adhering to agreed standards of work.

The Standards are “the assurances” that Care and Respite Support Services gives about the quality of service which it delivers.

 We aim to provide a regular/punctual service, however in order for us to be punctual to all our families, we ask that you return home on time at the end of your Care Support Workers allocated time with you.

 Any waiting list will be monitored and contact made with carers or referrers if applicable.

 The service provided will be monitored by a visit from the Registered Manager or Coordinators twice a year, or more frequently if necessary.

 The organisation will carry out an annual audit of service provision which will take the format of a confidential survey/questionnaire to carers and people with care needs.

 Telephone queries will be responded to within 48 hours.

 All correspondence will responded to within 7 working days.

Care and Respite Support Services quality assurance system has a quality survey for carers and people with care needs.

In addition to our internal quality assurance programme we will also adhere to the standards for domiciliary care produced by the Care Quality Commission, the Quality Standards for Local Carer Support Services and the General Social Care Council’s Code of Conduct for Social Care Workers and Employers of Social Care Workers.

Please ask the Registered Manager / Care Co-ordinator if you would like information on how to access these documents.

5 KEY POLICIES AND PROCEDURES

1 HEALTH AND SAFETY

A Care Support Worker working in your home will be alert to any possible risk or injury to you or themselves. The Registered Manager / Care Co-ordinator will carry out Risk Assessments in order to identify any risks to you, the person you care for, or the Care Support Worker, paying special attention to the following areas in order to prevent accidents or injury.

Equipment:

As a house holder it is important that you ensure any equipment that may be used by someone in your home is in good working order. This includes electrical equipment such as your kettle, cooker etc. and any special equipment such as hoists, stair-lifts, wheelchairs and any other items.

Hygiene:

All Care Support Workers are issued with disposable plastic aprons and gloves for use when necessary. Please show your Care Support Worker where you keep cleaning materials in case they are needed in your absence.

Mobility Assistance (Moving and Handling):

In providing support to carers and personal care services to people with care needs Care and Respite Support Services recognises that an essential element of such services may involve providing assistance with mobility or moving and handling. Any tasks that involve assistance with mobility must be fully risk assessed as part of the care planning processes to ensure that we are not performing tasks that put people with care needs or our staff at risk. We will carry out such assessments with you to ensure we fully understand your needs and will respect your personal wishes with regard to mobility issues wherever possible.

All Care Support Workers are fully trained on how and how not to assist with mobility. EEC regulations mean that we must ensure that training updates take place annually.

First Aid

All our staff have undertaken basic first aid training.

Fire Safety:

In the event of a fire occurring in the home, your Care Support Worker will need to be aware of your evacuation plans.

General Safety:

Do be careful around the home and keep a look out for possible risks to your general safety, make sure that rugs are not put on slippery floors and that spills are cleared up quickly. If you have any worries please talk to us and we will do our best to help.

6 Please note: The Registered Manager / Care Coordinator has the right to withdraw the service at any time if she/he feels that any Care and Respite Support Services staff member may be at risk.

2 CONFIDENTIALITY

Mutual trust between Care and Respite Support Services and the people using its services or others involved in their care is central to the successful provision of services to every individual.

Care and Respite Support Services maintain high standards of service delivery by adhering to the following guidelines:

1 All staff have a duty to respect the confidentiality of people who use Care and Respite Support Services’ services. 2 Personal information kept at Care and Respite Support Services is only available to those directly involved in the provision of care. 3 In all situations confidential information will only be disclosed if there is a legitimate need to know, and only with the prior consent of the person concerned, with the exception of an emergency situation or Disclosure. 4 In the event of an emergency situation or a disclosure that may lead to someone being put at risk, Care Support workers and / or Registered Manager / Care Co- ordinator will be obliged to inform the appropriate authorities. 5 It is the Care Support Workers’ responsibility to report any areas of concern to the Registered Manager / Care Co-ordinator immediately.

3 DATA PROTECTION ACT

It is the policy of Care and Respite Support Services that all personal information will be held in accordance with the principle and requirements of the Data Protection Act.

Care and Respite Support Services adheres to the following guidelines:

1 Your consent is gained to hold information. 2 You know if information is held about you, what it is used for and who it might be passed to. 3 Information held is safe and secure and access is limited to a small number of identified individuals. 4 You can request to see the records held subject to a 40 day time limit to allow the organisation to comply with your request.

The Registered Manager / Care Coordinator will explain at the time of assessment, what information is held by the scheme, but please contact them should you have any queries.

4 COMPLAINTS AND COMPLIMENTS

Care and Respite Support Services is keen to provide you with a high quality service that responds to your needs within the limitations of our resources. In doing so, we do our best to take into account the views and wishes of those who require help from us. We welcome every opportunity to monitor and improve our service and having a Complaints and Compliments procedure is one way of doing this. 7 If you would like to comment about the quality of our service, whether it is good or needs improving, we will be pleased to hear from you. When the Registered Manager / Care Co- ordinator visits to agree the service you will be handed a policy that will outline the process for making a complaint.

5 EQUAL OPPORTUNITIES

Care and Respite Support Services recognises and respects carers and people with care needs as individuals and does not discriminate in relation to age, gender, physical disability, mental or sensory impairment, race, culture, class economic factors, sexual orientation, marital status, political beliefs, religion or any other specific factor.

6 PERSONAL CARE

Care and Respite Support Services must be sure that our staff are trained and competent to undertake care that may be required. We do, however, recognise that our staff are not qualified nurses and may not be able to perform some Specialist care tasks. All Care and Respite Support Services’ staff are trained to provide basic care including support with:

. Bathing . The management of continence . Dressing / undressing . Mobility and transfers . The administration of medication as prescribed by the GP* (see Medicines section) . Assistance with therapeutic programmes

Specialist Tasks:

For specialist tasks, the care Support Worker will be trained in the procedure before undertaking the tasks with the disabled / ill person. A professional with relevant experience e.g. Occupational Therapist, Speech Therapist, Pharmacist or Nurse will sign a form to indicate their competence.

Specialist tasks may include:

1. Assisting with artificial feeding 2. Sterile dressings 3. Rectal Medication 4. Tracheotomy care – oral suctioning 5. Assistance with eye and ear drops 6. Illeostomy and Colostomy care – change bags 7. Catheter care – changing bags, monitoring output

Care support workers will not undertake task that require the skills and expertise of medical professional. Such tasks include:

1. Toenail cutting or filing 2. Ear Syringing 3. Removing or replacing urinary catheters 4. Bowel evacuation (other than suppositories) 5. Bladder washouts 8 6. Injections – involving assembling syringes, administering intravenously controlled drugs 7. Programming of Syringe Drivers 8. Filling of Oxygen Cylinders 9. Lifting from the floor unaided

The above lists are not exhaustive.

In addition to this core service, Care and Respite Support provide a Palliative Care Service – this service is provided overnight to enable the carer of a person with a terminal illness to have a break from caring duties.

7 MEDICINE POLICY

It is preferable if individuals can take responsibility for their own medication however, it is recognised that this is not always possible and Care and Respite Support Services’ policy facilitates the provision of support to administer medication in the home. Such administration will only be undertaken by Care and Respite Support Services’ staff when prescribed by a qualified medical practitioner or qualified dentist, to be given at a specific time which will fall within the time that the Care Support Worker is in the home.

As part of the assessment of need for the service this element of provision will be considered and if agreed appropriate documentation and records will be drawn up. The procedures will be clearly explained to you. Please ask to see a copy of the Medicine Policy.

8 PROTECTION OF VULNERABLE ADULTS AND CHILD PROTECTION

Everyone working for Care and Respite Support Services has a role to play in safeguarding the welfare of children and vulnerable adults. Our policies provide a framework to support the highest standards of good practice which begins with carefully selected, trained and supported staff. We develop close working relationships and clear reporting mechanisms with other agencies in order to ensure the protection of children adults with care needs and carers.

GIFTS AND BEQUESTS

All Care and Respite Support Services’ staff sign and adhere to a Code of Practice produced by the General Social Care Council. A copy of the Code of Practice has been enclosed for your information.

INSURANCE

To protect you, the person being cared for and our staff, whilst working in your home or out with you or the person you care for, are covered by Insurance.

To meet the terms of the policy the Registered Manager / Care Co-ordinator will spend some time with you and the person you care for in order to establish the service that will be provided. Certain records will need to be kept in your home if the Care and Respite Support Services’ Care Support Worker is required to perform some specialised tasks or administer medication, you and the person you care for will be asked to give your written consent to perform these tasks. 9 It may be necessary to show the Registered Manager / Care Co-ordinator and the care Support Worker around your home if asked, to establish that the safety of the person with care needs and the Care Support Worker who will be working there is provided for. It is your responsibility to ensure that any equipment in your home that the care support Worker will be required to use is in good working order and properly maintained. Your Registered Manager / Care Co-ordinator may ask to see the manufacturers’ guidelines for any equipment used.

10 SOURCES OF HELP FOR CARERS AND PEOPLE WITH CARE NEEDS

National Organisations:

Age UK 0800 169 6565

Carers UK 0808 808 7777

Alzheimer’s Society 0300 222 1122

Macmillan Cancer Support 0808 808 00 00

The Mental Health Foundation 08457 90 90 90

Mind 020 8519 2122

Multiple Sclerosis Society 020 8438 0700

National Aids Helpline 020 7814 6767

FRANK (Drugs Helpline) 0300 123 6600

Parkinson’s UK 0808 800 0303

Sane 0845 767 8000

Local Organisations:

Knowsley Disability Concern 0151 480 4090

Knowsley Access Team 0151 443 2600

Knowsley Children’s Social Care 0151 443 3792

YOUR NOTES

11 WHERE TO FIND US…….

Care and Respite Support Services The George Howard Centre, Lickers Lane, Whiston, L35 3SR

Tel: 0151 289 2761

Email: [email protected]

Web: www.carss.org.uk

Office Hours: Mon – Thursday 9.00 - 5.00 Fri 9.00 - 4.00

OUT OF HOURS CONTACT No.: 07711 645 245