Our organisation intend to also deliver a service of the highest quality standard and seek to enhance, improve, and sustain the client’s overall quality of life.

As an adaptable agency, we ensure that the service we offer is flexible, person-centred, and non-discriminatory. We respect each client’s rights to independence, privacy, dignity, fulfilment, and the right to make informed choices and take risks.

Each service user’s needs and values are respected in terms of religion, culture, race or ethnic origin, sexuality and sexual orientation, political affiliation, marital status, parenthood, and disabilities or impairments.

We will also ensure that we match a nominated care worker as closely as possible with the Individual they support and respect the need to change that care worker in subsequent non-compatibility.

We seek to manage the care service efficiently and effectively so that Service users can make the best use of resources and maximise value for money for Service Users.

We will at all times involve service users and care workers in the provision, management and development of services which will be monitored regularly as part of the quality assurance framework ensuring that the service is run in the best interests of our service users.

We will make sure that all service users are informed of the procedures on how to make compliments, surveys, comments and complaints to the service provider.

We will prevent any impairment of vulnerable adults’ health or development and ensure a safe environment and in the best situations possible and that they are provided with effective care.

We will deliver the highest quality service that will improve and sustain the client’s overall quality of life.

To involve service users and care workers in the provisions, management and development of services, which will be monitored regularly as part of the quality assurance framework ensuring that the service is run in the best interests of our service users.

In addition, our service will promote training and development of managers, care workers and those accessing our service to ensure that there is no abuse or harm to our service users. Safety will be paramount and a priority all the time. Promoting the service users’ risk assessments will be at the forefront of our service.

We strive to offer flexible, efficient and professional service which is tailored to meet each person’s individual needs. We will treat each service user with respect and remain sensitive to their individual needs and abilities.

We aim to promote the service user’s independence and personal dignity.

We have set out our objectives in a Mission Statement in our Statement of Purpose and this can be made available to you should you desire it.

We respect the right of each service user to lead as independent and fulfilling life as possible. We have set out a Service User’s Charter of Rights which we believe should be the minimum entitlement for each service user. Our Support workers are sensitive to, and will observe, these standards which we have identified:

• It is the right of each service user to make informed choices and to take risks; there is a certain amount of risk associated with each aspect of daily living activities.
•  Each service user is an individual with individual needs, wants and desires. Individuality will be recognised and respected to ensure promotion and maintenance of the service user’s dignity and self-worth.
• Each service user, as an individual, has the right to fulfil his / her potential for personal choice of lifestyle and opportunities.
• Each service user has the right to a Care Service that does not discriminate on the basis of race or ethnic origin, creed, colour, religion, political affiliation, disability or impairments, marital status, parenthood, sexual gender or orientation.
• Each service user has the right to refuse anybody entry to their room; including the Support worker where the service user feels incompatible with as he / she perceives it.
• Each service user has the right of access to their personal Care Records, and to annotate them accordingly. He / she has the right to be consulted with respect to the Care Services provided and to be involved in on-going reviews of the same. Where, for reasons of mental frailty, the service user is unable to make his / her wishes known directly, an appointed advocate may fulfil this purpose.
• Each service user has the right to details of the Contract with respect to Services offered, including the costs involved.
• Each service user has the right to be assured that no personal or confidential information concerning their affairs will be disclosed to a third party without their express permission; expressed by themselves or by their representatives.
• Each service user has the right to complain about any element of the Care Service, and to do so without fear of any intimidation, recrimination or reprisals.
• Each service user has the right to be informed in advance of changes in hours of duty by the Support worker, or even a change in the Support worker, as a result of emergencies.
• The service user retains the right not to accept Support workers assistance, but they will be informed of the implications with respect to being unable to provide continuity of care.

Every aspect of running and managing our business is set out in a comprehensive set of specific Policy documents.

These Policies ensure that we meet the statutory requirements for running a domiciliary service, and cover all aspects of care working, managing, caring for our service users, and the preservation of health and safety standards where appropriate.

Our Policies are regularly reviewed to ensure they are up-to-date and in line with latest legislation and regulations.

Our master Policy Manual is held at the Main Office but may be consulted at any time upon request or you may request copies of any specific policy which the Manager can give to you.

We have embodied quality in our way of life and in everything we do. We define “quality” as delivering a service of care appropriate to each individual service user’s needs. The Registered Manager is responsible for Quality/Audit/Compliance of our comprehensive Self-Assessment Systems.

They ensure that all our Policies and work practices are audited at regular intervals to ensure that we maintain the standards we have set for ourselves.

Any “non-conforming” areas are corrected and reviewed.

Further actions may be taken to ensure that the problem is not repeated in the future.

In addition to our own Self-Assessments we also receive regular inspections from the Care Quality Commission (our Regulatory Authority) to ensure that we are operating as we should. Copies of Inspection reports will be made available to the public at the Main Office. It will also be available on CQC website.