Our commitment is to ensure that our service is run in the best interest of our Service Users
At Home With You have clearly defined regulatory standards and indicators that are monitored on a continuous basis by care and support staff and their line managers.
These standards can be found in the National Occupational Standards and indicators for the Performance Assessment Framework and are integrated into our QA system.
We have a regular consultation process with our Service Users and their Community assistants about the Care service on a regular basis to assure quality performance monitoring by:
- Service Users Care will be constantly monitored and reviewed, monthly Care Plan check by the manager will ensure that these are kept updated,
- Quarterly supervisory meetings are held between the line managers and Community assistants. An annual appraisal is undertaken and training and development needs are identified.
- A customer satisfaction survey is implemented, which invites the Service Users, their relatives or representatives to offer their views and opinions about the quality of service being provided. The results are analysed and if necessary revised procedures are put in place and monitored to ascertain customer service is met. The outcome of the survey is published and a copy is supplied to the Care Quality Commission if requested.
- Regular checks made on all records and updates made as appropriate.
Induction programme for Community Assistants states clearly the level of service to be delivered and how this is to be monitored on a continuous basis.
Every community assistant must sign an agreement within their terms and conditions to confirm that they have read and understood what is expected of their roles, responsibilities and conduct.
They are also made fully aware of the disciplinary procedure, which could be implemented against them.
However, in a situation where there appears to be a failure of service level standards, a formal complaint is taken seriously and the company’s procedure, already having been made available to every Service User, family or representative.