One of the policies and procedures a home care business must have is the Statement of Purpose.
A statement of purpose for a home care business describes what you do, where you do it and who you do it for.
If you apply to the CQC to carry on any of the activities they regulate, you have to include a statement of purpose as part of your application. It must include:
Your aims and objectives.
The services you provide.
The needs your service meets.
Your contact details.
Your service’s legal entity.
The places where services are provided.
This is a formidable document to put together and it took me several weeks to write my Statement Of Purpose.
Below is the Statement of Purpose used by Quality Home Care which you are welcome to adapt to suit your own business needs. You can use it as a starting point to develop your own Statement of Purpose.
QUALITY HOME CARE: Statement of Purpose
OUR PHILOSOPHY & OVERALL AIM
Quality Home Care prides itself on a friendly family feel. Our overarching philosophy and aim is to respect and treat customers in the way that we and our own relatives would expect and wish to be treated.
Quality Home Care is the trading name of a limited liability company called MRDI Associates Ltd and the Company registration number is 09877984. The registered office and business address is as follows:
Quality Home Care, 17A Wootton Road, Centre4, Grimsby, NE Lincolnshire,DN33 1HE
Below are photographs of the Centre4 showing the building itself and the reception area.
Quality Home Care has access to conference and training rooms within the Centre4 building.
Quality Home Care provides personal care for people living in their own homes to meet individual circumstances. The person may be visited at various times of the day or in some cases, care is provided over a full 24-hour period.
Quality Home Care will comply with the legislation and promote the standards detailed in HSCA 2008 (Regulated Activities) Regulations 2014. The standards include Person Centred Care; Dignity and Respect, Need for Consent; Safety; Nutrition and Hydration; Staffing, Governance and Duty of Candour we have taken account of these standards for our customers within our overall aims and objectives for our care at home service.
Who do we provide care for?
We provide care to people:
- Children aged 4 – 12
- Children aged 13 – 17
- Adults aged 18 – 65
- Adults aged 65 +
Service user Bands : Dementia, mental health, sensory impairment, physical disability.
Which area do we cover?
The area we cover includes the fishing town of Grimsby, the seaside resort of Cleethorpes and the surrounding villages in North East Lincolnshire.
OUR QUALITY HOME CARE TEAM
Who’s who at Quality Home Care?
|Name of Managing Director:||Michael Hughes|
|Business Address:||Quality Home Care, 17A Wootton Road, Centre4,Grimsby, N E Lincs DN33 1HE.|
|Telephone Number:||01472 236683|
|Name of Care/registered Manager||Valerie Elkatkat|
|Local Office Address:||Quality Home Care, 17A Wootton Road,
Centre4, Grimsby N.E. Lincs DN33 1HE
|Telephone Number:||01472 236683|
The managing director is involved in the day-to-day running of the business and all staff will in the first instance, report to the care manager who has overall responsibility for ensuring customers receive high quality care in the way they prefer and at the times they wish.
The company will always make sure that Care Supervisors and Co-ordinators are recruited as required to ensure a good standard of service. Care Workers provide the support directly to the Customer in accordance with an agreed care plan and the Customers’ wishes.
The experience, training and knowledge of the management team and staff together with a tailored computer system and structured paper based record keeping, will ensure that a safe, effective and reliable service is provided to customers.
Information and Involvement
Quality Home Care has clear objectives which make sure we involve customers and their representatives in every aspect of their care and support. This includes ensuring we obtain the views of our customers, that they are provided with the information they need about our services and to make a decision, and that consent and agreement is obtained regarding the care they receive.
Personal Care and Support
The organisation has arrangements in place to ensure that customers are able to tell us about the help they need and to enable us to provide a care plan in full consultation and agreement with each individual and/or their representative(s). This includes a process for assessment taking into account individual abilities and any risks to make sure people are as safe as possible while retaining their independence and control over their lives.
Quality Home Care has systems in place to make sure that we provide help to our customers is the safest way possible. The organisation has clear procedures in place regarding safe working practices such as Health and Safety; Infection Control; Moving and Handling; Food Safety; Medication Administration and Safeguarding (protecting people from abuse). Staff are trained in these areas and there are additional guidelines for our staff to ensure other safe working practices for our customers in terms of security and safety when providing care at home.
Management and Staffing
Everyone at Quality Home Care goes through a thorough recruitment process which includes several recruitment checks, a written application and face to face interview. All staff have access to induction, training and development opportunities and receive regular ongoing supervision and support. The management team and staff are recruited because of their qualifications, experience and skills and Quality Home Care takes pride in only employing people who are absolutely right for the job.
The satisfaction, feedback and views of customers and/or their representatives and other stakeholders is important and we are proactive in seeking out and acting upon this wherever practical and appropriate. Annual surveys are carried out to find out what customers think about our service and to help us review and improve our service. We also visit customers on a regular basis for face to face discussions and feedback. Systems are in place to conduct quality audits in areas such as staff supervision; care plan reviews; recording practices and complaints.
Quality Home Care operates within an open and transparent culture and is happy to provide additional information including copies of any policies and procedures at the request of customers for their information.
Quality Home Care Objectives
In order to achieve our overall aim of respecting and treating customers in the way we would wish both ourselves and our relatives to be treated, Quality Home Care has the following objectives:
- To ensure that the customer is the main focus for all that we do and is central to the processes of care planning, assessment and delivery of care at home.
- To provide a safe, well-planned, reliable care at home service to our customers and families.
- To provide support in the way customers prefer and at the times they wish.
- To fully consult, listen to and obtain consent from customers and/or their representatives (where appropriate) regarding all aspects of their care.
- To maintain and promote the dignity, independence, choice and rights of customers while providing care at home.
- To respect the customers’ rights in relation to confidentiality including our communication and conduct, recording practices and storage of information.
- To have in place appropriate systems, policies and procedures to address matters of health and safety and to promote safe working practices in all aspects of service provision.
- To proactively and regularly seek the views of customers as well as significant others (including advocates) regarding our service, in order to pursue continuous improvement.
- To provide customers (and/or significant others) with the means to make a compliment or complaint regarding the service, including to outside agencies if preferred.
- To safeguard the well-being of customers by having systems in place to prevent the potential for abuse and ensure any concerns raised or identified are robustly addressed and risks are effectively managed.
- To promote matters of equality and diversity in all that we do, and ensure anti-discriminatory practice in all aspects of the service.
- To provide a consistent care at home service to customers through a dedicated focus towards staff competence, training, recruitment and retention.
- To provide appropriate and accessible information to our customers and/or significant others regarding the services provided by Quality Home Care including the cost of the service, how and when to pay.
- To work in partnership/cooperate with other agencies and individuals as required/where appropriate, to promote the wellbeing of customers.
- To act as a good employer for our staff and ensure equality of opportunity for all.
Our Code of Practice
Quality Home Care and all of its employees are also expected to operate within the organisation’s Code of Practice, which is provided to every individual member of staff prior to commencement of employment and as part of the initial induction process.
The Quality Home Care Code of Practice is set out below (and is included in the Staff Handbook for care workers):
- We will provide the agreed service to the very highest standard we can achieve.
- We understand that care provision is about people and that we have a responsibility to make sure that care is delivered with the minimum fuss or upheaval.
- People living at home and receiving care should enjoy the rights and opportunities afforded to all other members of the community. The rights and the dignity of every customer are enshrined in everything we do.
- Whilst we do not try to pretend that we are perfect we will always try our hardest. If we do get something wrong we will admit it and do our best to put it right.
- We will respect the rights of customers and of all members of staff. We will not tolerate discrimination of any kind and will work actively against it.
- We believe that domiciliary and live-in care has a significant role to play in the care of some people. However, we will never encourage someone to receive an inappropriate care package simply for our own advantage.
- The well being of all our customers will always be the most important thing.
- We will act with care, compassion and understanding whilst at the same time being honest and straightforward. We believe that everyone has the right to make informed decisions about their care.
- We acknowledge that we cannot provide the standards of care we seek to achieve without the dedicated support of our workforce and we will therefore act as a fair and just employer in our dealing with all members of staff.
- We will act with discretion and confidentiality when dealing with, or discussing, customers and will always respect any individual’s rights and expectations.
In line with our aims and objectives, Quality Home Care will consult customers regarding their wishes and all aspects of their care, which will be recorded in an agreed ‘Care Plan’. The care plan will detail the actual tasks which have been agreed for each individual. Our care workers are not allowed to perform tasks which do not appear on the customers’ Care Plan.
Some of the activities which Quality Home Care workers may perform include:
- Help with personal care and hygiene
- Help with getting up and going to bed
- Prompting, assisting or administering prescribed medication
- Preparing meals and/or helping at mealtimes
- Pension collection and/or shopping
- Collecting and returning medication from pharmacies/dispensing GP surgeries
- Domestic cleaning
- Support with social activities, for example, helping someone attend a day centre, visit friends or family, go to the church or a club etc.
The following is a list of things we do not do:
- Assist or administer illegal substances or homely remedies
- Fill ‘dosset’ boxes or be involved with medication which is not in acceptable packaging
- Give injections
- Manage syringe drivers
- Change dressings
- Give medications through a specialist route such as a PEG/PEJ feeding system
- Insert or withdraw catheters (although they can change catheter bags and empty them)
- Cut toe nails
Quality Home Care provides a flexible care at home service commencing with a minimum 30 minute visit upwards. The shorter visits are generally to provide support and prompting with day to day tasks. Longer time visits will usually be required for more comprehensive support such as help with bathing for example.
More information about Quality Home Care
Please find below additional information about some important aspects of our service. This includes some of our responsibilities towards customers, the customers rights and their responsibilities towards Quality Home Care. While this is not an exhaustive list, we are happy to provide any other additional information or answer any questions customers and/or their representatives/advocates may have. Our terms and conditions of service are also provided to all new customers.
About our Care Workers
- A robust recruitment process is in place to ensure only the right staff are employed by Quality Home Care and in line with legislation.
- All our Care Workers undergo comprehensive induction and training prior to providing support to a Customer.
- We supervise care workers regularly including spot checks and monthly supervision meetings.
- We meet formally with every member of the team at least annually to discuss their performance and to plan their future development.
- We update moving and handling training and other knowledge on an annual basis.
- All staff have access to qualifications and training
- Care Workers providing a service to customers with specific needs will receive appropriate specialist training where required.
We recognise that many customers see the number of care workers who visit them in a given period as a measure of quality. Supplying too many care workers is unacceptable. Whilst there may be times where ‘new’ care workers are visiting customers (during sickness or holidays for example) this is kept to a minimum.
The right to choose and manage independently
We support the importance and value of customer’s rights regarding independence. Customers have a right to make informed judgements about their care and should therefore be furnished with all relevant information when making choices. Care workers are trained not to ‘take over’ when providing care and a measure of success is about how well we can encourage and promote independence.
At the end of each assignment the customer or their representative will be asked to sign a time sheet confirming the times when the care worker has provided the service. If the customer is unable to sign, alternative arrangements are made at the outset of the care. At the same time a ‘Visit Record’ will be signed by the care worker to confirm the details and times of the visit.
All members of the Quality Home Care team must abide by the Quality Home Care confidentiality policy at all times. There will be times that we need to discuss personal facts about customers however this will always be done in a professional manner and in line with our policies and the requirements of the Regulator and the relevant Data protection legislation.
Security of Information
Information is kept confidential and is stored in a locked cabinet, in a locked and alarmed office, when not in use. All staff are fully vetted and criminal record checks are carried out to make sure that care staff are safe as can be.
Security – providing care at home
Quality Home Care acknowledges the importance of safety and security when providing care at home to vulnerable people and issue Identity Cards to all staff. Staff and Care Workers carry their identification badge with their photograph and contact details for Quality Home Care at all times and must show this to customers to confirm their identity.
Key holding: no member of staff or Care Worker will hold a customer’s door key.
In the event that special arrangements need to be made for access to the customers home we strongly advise the use of a key safe. Keys should never be ‘hidden’ near the door nor should keys ever carry a name or address.
Quality Home Care holds public liability and employer’s insurance, but we must stress that customers must insure their home and its contents. Some insurers may require information if care workers are regularly visiting the property.
Health and Safety
We acknowledge that we have both legal and moral responsibilities regarding the health and safety of care workers, staff and customers.
We will always carry out a risk assessment prior to commencement of care and this will include visibly checking all potential hazards. There may be specific moving and handling issues and these will be dealt with and will form part of the care plan agreed with the customer and any other stakeholders (e.g. family, social services, etc.). In a small number of situations the commencement of care may need to be postponed until the appropriate aids are available or other risks are minimised to an acceptable level. All care workers are provided with disposable gloves and aprons to minimise cross infection.
The care plan will schedule the agreed actions for the provision of care and this should not be changed without prior agreement from the assessor responsible for health and safety.
Customers, stakeholders, care workers and staff must acknowledge the importance of health and safety, not just because of its legal obligations but also because it affects everyone within the organisation.
Handling Money Policy
For both the organisation and customers’ protection, we operate according to our Handling Customers Policy. All financial transactions must be written in the log book which must detail money given to the care worker, the amount spent and the change given. Care workers will not use their own money to purchase items on behalf of customers. Financial transactions which have not been agreed in advance must not be carried out and care workers are instructed not to carry out small items of shopping etc. without prior agreement. Care workers do not use their own loyalty cards when shopping on behalf of customers.
Matters of Equality
It is the policy of Quality Home Care to ensure that care provided to customers gives due regard to their age, sex, religious persuasion, sexual orientation, racial origin, culture and any disability they may have. We do not accept any form of negative discrimination and will do our utmost to resist this from any area.
Accessibility of the Quality Home Care Service
It is a cornerstone of the service that it is available to all. Any form of discrimination is unacceptable and all customers or potential customers will be treated in a welcoming, professional and courteous manner. A brochure is available outlining the company’s services and this is available in Braille if requested. Any customer, their representatives or any member of the public is welcome to visit our offices to discuss any part of our service during office hours.
Relationships with customers
Quality Home Care not only makes sure that care workers are capable and trained to carry out their tasks but also makes sure this is done in a pleasant and professional manner. Care workers are instructed in how to deal with customers and a guide is supplied to reinforce this. When necessary, specific guidance with regard to cultural or religious beliefs is available. We ask at every opportunity if customers are satisfied with our services and an annual appraisal of customer satisfaction is also carried out. Training needs and areas for development are identified in this manner as well as by annual staff appraisals.
How we deal with abuse or suspected abuse.
Abuse is sometimes referred to as ‘safeguarding’. We understand that when dealing with people who are potentially vulnerable, the responsibilities to seek proactively any signs of abuse are part of our role. Care workers are trained in the signs of abuse and also in the procedure for reporting such concerns. The preparedness to ‘whistle blow’ to protect such people is fully understood and all staff are encouraged to use our whistle blowing policy without prejudice and in the knowledge they will be supported.
What a customer or their representative can do if they are concerned about or suspect abuse.
In the event that customers or others are concerned about any matter relating to abuse, they can report such matters in confidence either to Quality Home Care’s management team (i.e. the Managing Director and/or Care Manager) via the contact details located at the front of this document or to the local authority and/or CQC. The local authority are the agency responsible for coordinating responses to abuse (safeguarding) matters and they will consult all relevant agencies including the police where appropriate. However, customers or others may also report concerns directly to the police if they wish to do so. Some people may also wish to contact an independent advocate to act on their behalf. We have included details for the relevant agencies in a table at the end of this document for information.
Recording accidents or incidents
It is a legal requirement that all incidents and accidents, however minor, be recorded in an accident book. Serious accidents or incidents should be reported to the Health and Safety Executive. Accidents or occurrences that are reportable to the Local Authority (Environmental Health) should be reported (in addition to the internal log). All such incidents should be fully investigated by a senior member of staff and, where action is required following investigation of the incident or accident, this must be acted upon by the registered person.
The log must be kept for a period of three years.
The incidents which will need further reporting to other bodies include;
- Fatal accidents
- An accident where someone is seriously hurt.
- Dangerous occurrences
- Accidents where an employee is away from work for more than three consecutive days
- Certain work related diseases
Major injury accidents/conditions are:
- Fracture of the skull, spine or pelvis arm or leg
- Amputation of hand or foot, finger or toe.
- Any injury requiring immediate medical treatment
- Any penetration, burn or contamination of the eye
- Loss of consciousness resulting from lack of oxygen or from impact
- Any poisoning or contamination
- Any injury which results in admission to hospital
Dangerous occurrences include:
- Fire caused by electrical malfunction
- Any collapse of a building or scaffold over 3 metres high
- Uncontrolled release of any poisonous solids, liquids or gasses.
- Bursting, explosion or collapse of a pipeline.
- Failure of any breathing or other apparatus malfunction
A director of the company or nominated representative will be responsible for investigating the circumstances of the accident. We will record any action necessary as a result of the accident or occurrence.
Assistance with the Administration of Medicines
Quality Home Care has a detailed Medication Administration Policy which must be adhered to by all staff to ensure the safety and well being of our customers. All staff receive induction and additional training prior to supporting people with any aspect of their medication management (including prompting). Care Managers are required to complete an accredited Train the Trainers medication management course and all staff are required to complete refresher courses.
Care Workers may:
- Prompt, assist and administer medication as trained to do so.
- Provide assistance with medication as long as the degree of assistance required is clearly established, agreed in advance, customer consent obtained and instructions clearly set down on the care plan. No irregular or extra-ordinary medication can be accepted unless this has been agreed in advance and the risks satisfactorily assessed.
- Manage medicines which are either in manufactures packaging, pharmacy packaging bearing the customer’s name and drug regime or in a compliance aid made up by a pharmacist.
- Collect and return medications from pharmacies or dispensing GP surgeries.
Care Workers may not:
- Give any medicines other than by mouth or externally unless agreed in advance and specific training has been undertaken.
- Give any medicines against their customer’s wishes or without their knowledge.
- Give injections.
- Administer homely remedies or any medication not identified and agreed on the care plan.
- Change dressings.
- Insert or withdraw catheters or administer any medications via the catheter (although they can change catheter bags and empty them)
- Insert or withdraw PEG/PEJ feeding tubes.
- Make up, add to or dispense medication from a family filled ‘dosset’ box or any other secondary dispensing device.
- Collect prescriptions or return medications to pharmacies without it being agreed in advance and with the customer’s consent.
- Carry individual customer’s prescriptions in their car between customers.
- Undertake any task they do not feel competent or are happy to do and the care manager must be informed of this.
- Advice on health related matters as care workers are not qualified to do this, and may not be insured, and all such requests for assistance should be politely declined. Such requests and the subsequent reaction should be noted in the log book.
Care Workers must:
- Always gain consent from the customer before assisting or administering medication.
- Always check the care plan and the medication administration record in the customer’s home and only assist or administer the medication as identified on those documents.
- If there is any doubt or confusion regarding medication, the care worker must alert the care manager (or the nominated person ‘on call’) to seek instruction and/or guidance and medication not given until that guidance is given.
- Always record the identity, dosage and timing of any assistance with medicines on the medication administration record.
- Wear gloves and aprons where appropriate and as indicated on the care plan.
- Report any incidents such as reactions to medications or medication errors immediately to the care manager or their deputy.
- Whilst it is recognised that it is not possible to be absolutely sure that a customer has taken their medication, care workers should do their best to make sure that this has occurred.
- When collecting medication from a pharmacy they must take the prescription straight to the customer’s home.
- When returning medication to a pharmacist this must be taken straight from the customer’s home to the pharmacist and proof of return evidenced on the appropriate document, then filed in the customer’s notes.
Comments, compliments and complaints
Quality Home Care prides itself in providing a high quality of care to people at home. We promote an open and transparent service to our customers and as such, are always willing to learn from customer comments in order to help us improve our service. It is only by taking notice of the complaints, compliments and comments made by our customers and others that we are able to check whether we are delivering the service we promise and the standards expected.
Customers must not under any circumstances feel they may be discriminated against for making a complaint and will receive the necessary support to do so from our management and staff. We wish you to feel confident in the knowledge that there will be no negative impact on your care or support.
There might be occasions when a person needs help to voice their concerns or complaints. Where a customer or their representative require support to make a complaint, Quality Home Care will enable them to do so or try to facilitate this by providing information regarding local independent advocacy services for example.
Advocacy services will support a person who needs help to express themselves, have their views heard and to be listened to. The role of an advocate is to remain independent from the service provider (and others) and to focus specifically on promoting the rights and presenting the views of the individual.
If you wish to make a complaint we will:
- Respond sensitively and listen carefully to your concerns in confidence.
- Acknowledge your complaint in writing within one working day and keep records relating to your complaint.
- Tell you the name of the person who will be dealing with your complaint.
- Investigate your complaint thoroughly as soon as possible, taking no longer than 28 days to resolve your complaint where possible, providing you with a written report.
- We will keep you advised of the progress relating to your complaint on at least a weekly basis.
Getting help to complain:
If you need help to make a complaint Quality Home Care will try to support you in a fair and objective manner. You may also contact the local advocacy services for independent advice.
You may make your complaint verbally, in writing and/or through your representative or advocate.
All customers, or their advocates, have the right to complain to the relevant social services department (if their care is being funded or part-funded by social services) and everyone has the right to complain to the CQC.
If you are not satisfied with the way we handle your complaint you can contact the CQC and/or the United Kingdom Home Care Association.
You can contact the relevant authorities as follows:
- N E Lincolnshire Council, Municipal Offices, Town Hall Square, Grimsby, North East Lincolnshire DN31 1HU. Phone:01472 313131
- Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA Telephone 03000 616161 Email firstname.lastname@example.org Website: www.cqc.org.uk
- The United Kingdom Home Care Association,
The reasons we may withdraw service provision
Whilst we would view withdrawal of service as a last resort, there are times when this may be appropriate. If a care package has changed to the point that it has become potentially dangerous for either the customer, or the care worker(s), or both, we may need to consider this course of action. Similarly if the customer should be regularly and irredeemably rude or uncooperative to staff or if he/she should have frequent and ongoing non payment of bills, this again may be cause for withdrawal. In all situations this will be a last resort and will only take place after there has been consultation with the customer and/or their representatives.
Postponing, suspending or cancelling the service
Customers or their representatives are required to give the appropriate notice of cancellation or suspension of the service. Failure to do so may result in cancellation charges being applied. If a customer is unable to give the required notice through emergency or unforeseen circumstances this will be accepted.
Charges and payments
Charges and payment schedules will always be agreed in advance and in accordance with our published rates.