Private Nursing > Service Users Guide
Service Users Guide - Domiciliary Nursing Service
Aims and Objectives of the Service
Team24 will always endeavour to provide a service that not only meets but exceeds our client's expectations in all dealing they have with us. This service standard also extends internally to our management systems which we will continually review and refine for the benefit of our customers and employees.
Team24 employees are fully aware of the companies' service and quality standards and play an active role in not only maintaining but improving on these standards on an ongoing basis.
Team24's objective is to provide the highest standard or care, with a fee structure that is transparent and easy to understand. Our rates identify the rate of pay, commission charge, Holiday pay and ERNI. Simply telephone our main number anytime (as we are open for business 24 hours a day, 7 days a week, 365 days a year) and give us details of the positions that you would like covered and we will endeavour to fill the position within the hour, of course we will keep you informed every step of the way.
Nature of the Service Provided
Team24 Domiciliary Services is involved with the provision of nursing care in the following settings:
- Private Homecare
- Care in the Community
- Intermediate Care in the Community
- Local Authority in house Teams
To Service Users within the following groups:
- Older People
- People with Physical disabilities
- People with Hearing or Eyesight Difficulties (or both)
- People with Mental Health Problems
- People with Learning disabilities
- People with dementia
- People with drug or alcohol problems
- People with terminal illness
Staff Qualification and Registration
All management and nursing staff will have relevant qualifications and experience to work in healthcare settings. Managers will have or be working towards the NVQ4 Registered Managers Award.
Induction for all staff is carried out in accordance with the published Domiciliary Care Regulations.
The process includes:
- Health & Safety
- Health & Safety Responsibilities
- Hazards, accidents and Injuries
- Using electricity safely
- Fire safety
- Hazardous substances
- Infection control
- Food safety
- Manual handling
- Personal protective equipment
An Overview of the Delivery of Your Care
A Team Manager will visit you and undertake an assessment of your needs. They will carry out a care assessment with you to identify what support you may require at home to meet your needs. A copy of this assessment will be left in your home for reference by your Care Worker/s.
The Team Manager will also conduct a basic Risk Assessment in order to ensure that work can be undertaken safely in your home. If required, a Moving and Handling Risk Assessment will also be undertaken in order to identify any equipment and/or handling techniques needed for care to continue to be provided. A copy of these assessments and a care plan will be left in your home for reference by your Care Worker/s.
A Team24 Service User Log Sheet will also be provided with the care plan pack. This will be used by any Team24 staff provided to record information about their visit and a summary of tasks carried out and provides information for other Care Workers, relatives, Doctors and Health Visitors.
Your Care Plan and Risk Assessment will be formally reviewed each year by a Team Manager to see if your needs have changed. However, Team24 staff will monitor your care plan and if at any time it is felt your needs have changed he/she will let your Team Manager know. In addition to this, if you, your relative/s or other care professional feel that your needs have changed or require review then you are asked to advise your Team Manager.
The name and contact number of the Team Manager who will be responsible for your care is:
Ms Louise-Jane Paul
Tel: 0330 999 2424
You can contact this person if you have any queries or concerns about the care we provide to you.
Standards That Service Users Can Expect
Team24 staff should:
- Complete the tasks in your care plan.
- Arrive as near as possible to the time stated in the care plan. If, however, they are delayed by an emergency or road conditions every effort will be made to contact you.
- Wear a Team24 logo photo identity badge.
- Be polite and courteous
- Maintain a good standard of appearance
- Keep all your personal and financial matters strictly confidential.
- Respect your rights and dignity and promote your independence at all times.
- Respond to changes in your needs and help to put you in touch with other agencies when necessary.
- Show respect for your home, belongings and personal standards.
- Have the knowledge, skills and competence to carry out their work with you.
The Quality of Our Service to You
We always seek to ensure you get the best possible care. Staff undertake quality assurance and quality control checks. These enable us to improve services by acting upon your feedback.
Once a year, you will be given a questionnaire asking you to record your satisfaction or otherwise with the care you are receiving. The results of the survey will be collated and presented to the management group and a copy can be forwarded to CSCI.
All of these quality measures are strictly confidential and are treated very seriously.
Agency Charges
The agency charges are attached together with Terms and Conditions of Business and Statement of Purpose
Compliments, Comments and Complaints
Team24 welcomes any Comments, Compliments or Complaints about the services delivered or how to improve the services provided.
Comments and compliments can be made verbally, in writing or by telephone and will be treated seriously.
We see complaints as an integral part of our quality procedures. Team24 must ensure that our professional reputation is maintained and the service that we provided is monitored to ensure that it complies fully with our clients requirements.
If any client or candidate has cause to complain then the following actions must be taken: -
- The complaint must be put into writing for the attention of Robert Stiff
- The complaint will be acknowledged within 5 days of receipt outlining the actions we are going to take as well as providing reasonable timescales to conclusion (usually 28 days)
Team24 aims to conclude all complaints to the mutual satisfaction of both parties. In the event that you are not satisfied with the way we have dealt with the complaint you can refer your complaint to the Commission for Social Care. Details can be requested from Team24 or found at www.csci.org.uk.
Key Policies and Procedures
Maintenance of Confidentiality and Data Protection
We will respect any information you give us about yourself in confidence. Your Team24 staff will restrict access to information to staff within Team24 and other relevant professionals.
Any breaches of confidentiality by any member of staff will be dealt with through the company's disciplinary procedures.
Some of your details that are held on file or on computer include; name and address, telephone number, next of kin, GP and details of your care package. Any messages received are also logged on the data base of Team24.
Information will only be disclosed to others with your consent or if it is required by law.
Gifts and Hospitality
On occasion you may wish to express your thanks to a Team24 Worker by making a gift. Team24 feels it is extremely important to maintain a professional service and does not allow staff to accept gifts, including money or gift vouchers.
Bequests in Wills
Staff are not allowed to accept bequests under wills. Neither are they allowed to act as witnesses on wills or any other legal documents regarding the Service User.
Additional Services
If you require additional services please contact your Team Manager. Team24 Workers are not allowed to undertake any work for you as a private arrangement, even though you may offer to pay for this.
Hours of Operation
Team24 offices are open:
Monday to Friday from 8.30am to 5.30pm.
Outside of these hours there is an 24hr on-call service contactable by calling the main office number.
Out of Hours Emergencies
When should you call Team24's "on-call" service?
- If your Worker has not arrived within 20 minutes of the time the service was booked for. (Without your call we are unable to respond)
- If you need to cancel a service for that evening or before the office opens again.
- If you are concerned and wish to verify a Workers identity prior to allowing them into your home. If you are feeling unwell or have had an accident you should contact either your GP or call 999.
If you wish to confirm the name of a member of staff that will be visiting please call during normal office hours.
It is important to understand that the on-call service is operated by branch personnel and should therefore only be used when essential.
Calling the on call service number when not essential could prevent emergency calls being received.
Requirements in Relation to Timesheets
Timesheets are issued to all members of the agency on a regular basis. Staff will ask the client to sign signifying agreement to all the details on the timesheet. Each timesheet must have the client's signature on it.
Triplicate timesheets are issued. The top copy is left with the client for the client's own records; the top and middle copies are sent to the office on a Monday by the staff for processing.
If a staff member omits any item, he/she must ask or arrange for the client to sign a separate timesheet for the required amount of time. Under no circumstances should they alter a timesheet after it has been signed.
The staff must check that the client's signature has been transmitted clearly onto all three copies. The signature should be in black ink. Where the client's signature or initials are not clear, each page must be signed separately or an alternative signature arrangement made.
Any changes to the timesheet should be initialled.
Useful Addresses / Contact Details
Office:
Team24 Ltd
2nd Floor Pathtrace House
91-93 High Street
Banstead
Surrey
SM7 2NL
Tel: 0330 370 2424
Fax: 0845 370 2525
Email: info@team24.co.uk
Commission for Social Care Inspection:
South East regional contact team
The Oast
Hermitage Court
Hermitage Lane
Maidstone ME16 9NT
Tel: 01622 724950
Fax: 01622 724980
Email: enquiries.southeast@csci.gsi.gov.uk
