Home Care Service Standards
All domiciliary care services are required to be registered with the Commission for Social Care Inspection. The Commission has produced National Minimum Standards that we must comply to.
Below are some additional standards that we have in place* to ensure that you receive an excellent service.
These standards are grouped under five key topics:
- User Focused Services
- Personal Care
- Protection
- Managers and Staff
- Organisation and running of the business
Below are some additional standards that we have in place* to ensure that you receive an excellent service.
We will:
- Provide trained Home Care staff. A programme has been developed to assist Home Care staff achieve NVQ level 2 Direct Care. Information on the relevant qualifications and experience of Home Care management and staff can be obtained by contacting your Home Care Manager.
- Always treat you as an individual, in a helpful and polite manner and with dignity and respect.
- Always respect your confidentiality.
- Always carry out an initial visit to discuss and agree with you an individual plan of your Home Care service. A copy of your service plan will be given to you at the Initial Visit; if changes are required, and amended copy will be sent to you. Also, in order to comply with the National Domiciliary Care Standards, you will be requested to permit a Record of Care to be kept in your home; this will detail the level of care for yourself and also allow a daily log to be kept by all carers involved in your care.
- Always provide you with an information booklet or tape explaining our services and your rights on the initial visit (the tape is designed for use by clients who may have reading difficulties or are visually impaired).
- Always provide you with information about how to make comments, compliments or complaints.
- Always provide you with a contact card (on the initial visit) giving the name of the manager and how to contact him/her.
- Always carry a means of identification. (Please ask staff to prove who they are.)
- Always aim to call within 30 minutes of an agreed appointment.
- Offer an alternative Home Care worker should you request one.
- Ensure Home Care workers were possible always provide you with a receipt for any shopping, pension collection etc.
- Answer all telephone calls courteously and promptly and aiming to answer within (5 rings) 30 seconds.
- Acknowledge all telephone messages within two working days.
- Acknowledge all letters, correspondence etc, within at least five working days.
- Carry out a quality visit to check if you are satisfied with the service.
- Carry out a customer satisfaction survey and publish the results at least annually.
- Publish the results of how we perform at least annually.
*Please note: The Standards for Home Care were developed in consultation with clients and staff.
A copy of the standards is available from the Home Care Office. Please contact us to request a copy.
