INTRODUCTION RESIDENTIAL COMMUNITY OPTIONS STAFF … · RESIDENTIAL COMMUNITY OPTIONS STAFF TEAM QUALITY ASSURANCE A UNIQUE APPROACH Created by parents to make the difference Tel:

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INTRODUCTION

RESIDENTIAL

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QUALITY ASSURANCE

Created by Parents to Make the Difference

“

Thirty-odd years ago, opening care homes didn’t �gure in our family’s future. Then Laura our daughter was born, and my husband Paul and I were told:

She’s mentally handicapped, she might live, or might not - we don’t really know and, by the way, good luck.

Over the years, �ghting to get the best for Laura has given us an insight into the world of care. Laura is the inspiration for Home From Home Care, which we created with our son Hugo, and she is testament to how anyone can positively a�ect the lives of others.

My name is Ann de Savary and, as a mother, I would like to share with you what we may be able to o�er your son or daughter with special needs.

“

“

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HOME FROMHOME CARE

Created by parents to make the difference Tel: 0800 587 0372 www.homefromhomecare.com

Created By Parents To Make The Difference

Home From Home Care provides a range of specialist needs-led services for adults (18-64) with learning disabilities and complex support needs including Autism, Epilepsy, Severe Learning Disabilities, Profound and Multiple Learning Disabilities and High Vulnerability. Home From Home Care’s approach comes from having been created by parents. Combining the family perspective with experienced professionals from social care, a dynamic service has evolved that strives to offer individuals with a learning disability better outcomes and wider horizons. Home From Home Care’s services are based on:

Exceptional Environments

✔✔ High quality buildings & facilities

✔✔ Award winning Homes

✔✔ Personalised en-suite bedrooms

✔✔ Homely atmosphere

✔✔ Multiple communal areas

✔✔ Single occupancy Mews Cottages

✔✔ Village locations

Quality Outcomes

✔✔ Personal choice balanced with Duty of Care

✔✔ Person centered approaches

✔✔ Active days

✔✔ Continuous development for everyone

✔✔ Recognition of achievements (e.g. NPTC)

✔✔ Community integration

✔✔ ‘Our Voices’ self-advocacy

Whether in a residential home environment or out in the community, Home From Home Care’s core belief is that dedicated person centred support allows each individual to develop at their own pace and make choices that fulfil personal dreams and aspirations.

Residential Care

Five specialist Residential Care Homes and six Mews Cottages in Lincolnshire and North East Lincolnshire. Communal living spaces facilitate interaction, with additional rooms encouraging individual pursuits and providing privacy.

Staff Team

A motivated and enthusiastic staff team dedicated to delivering high quality support. From a selective recruitment process, through induction training, continuous development and promotion, investment in staff is a high priority.

Community Options

A range of flexible non-residential services for people with Individual Budgets or Direct Payments. Individuals are supported out and about in the community, in their own homes or on site in Bardney and Dorrington.

Quality Assurance

A strong focus on Quality Assurance ensures that the service is run in the best interests of the individuals it supports. The Company continually strives to innovate and raise the bar, an ongoing process which avoids complacency.

““Home“From“Home“Care“immediately“stood“out“from“the“other“places“we“visited.““““It“matched“the“large“care“companies“in“terms“of“equipment,“but“exceeded“them“in“almost“every“other“way.”““A Parent

http://www.homefromhomecare.com

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A UNIQUEAPPROACH


Home From Home Care offers parents and carers a true alternative when it comes to choosing services for their adult children. Established by parents, every aspect of the service is approached from the viewpoint of what is best for the individual, rather than what is necessarily best for the Company.

Where others may compromise, Home From Home Care doesn’t. If a room needs modifying, it will be done; if an individual’s needs require specialist staff training, it will be implemented; if an individual’s support needs change, they will be reassessed and a new support program devised.

If something unplanned happens, Home From Home Care has a pro-active approach. It will learn from the experience and take any necessary actions; everything it does is open and transparent whilst respecting the privacy of the individual and their rights.

These commitments make a difference to the lives of the people being supported, to their families, to the staff and to other organisations.

This unique, no compromise approach values each individual and every aspect of their life, essential to that sense of feeling at home.

Key Values and Objectives

✔✔ Be person centred in everything we do

✔✔ Provide bespoke packages of support that meet individual’s needs and aspirations

✔✔ Promote opportunities for choice and control

✔✔ Enable each individual to choose their lifestyle and lead a fulfilling life

✔✔ Develop and maintain a qualified and experienced staff team that is well motivated and can meet the defined needs of each individual

✔✔ Involve family carers in planning with each individual

✔✔ Provide homely environments in high quality surroundings

✔✔ Protect each individual from abuse

✔✔ Promote health and well-being

✔✔ Work in partnership with agencies to maximise opportunities for each individual within the service

✔✔ Deliver high quality support that meets each individual’s needs

Philosophy of Care

Home From Home Care’s philosophy of care is aligned with the nationally recognised O’Brian’s Five Accomplishments.

✔✔ Community Presence: Home From Home Care will increase

the presence of individuals in local community life

✔✔ Community Participation and Relationships: Home From

Home Care will expand and develop individuals friendships

and relationships within the community

✔✔ Respect and Having a Valued Role: Home From Home

Care will enhance the reputation that individuals have and

increase the ways that individuals can contribute

✔✔ Promoting Choice: Home From Home Care will support

individuals to have more control and choice in life

✔✔ Supporting Contribution: Home From Home Care will

support individuals to develop their skills and abilities to

become more independent

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RESIDENTIALTHE HOMES


A Homely Environment Based On Quality

The Homes have been designed without compromise, reflecting Home From Home Care’s belief and experience that individuals respond to quality and spacious surroundings.

Harmonious environments have been created by using exceptional materials with great attention to detail. Each property’s original architectural style has been blended with a contemporary flavour to create a warm and homely atmosphere.

The overall effect is Homes with spacious communal environments balanced with privacy and space for each individual.

The Heart of the Homes

The kitchen and dining area form the heart of each Home. This communal space is an area for the individuals and staff to cook and eat together, as well as a place which encourages activity, community and friendships.

Personalised En-suite Bedrooms

Each individual has their own en-suite bedroom that can be adapted to meet their needs and which they can decorate how they like. En-suite bathroom facilities can be made into wet rooms.

Gardens

Well thought-out gardens provide plenty of space for outdoor activities in a safe environment. Individuals can help tend flower and vegetable beds, enjoy summer BBQs, trampolining and the outdoor sensory areas.

Activity and Sensory Rooms

Each Home has an activity room and is equipped with a state-of-the-art sensory room. These have an amazing array of lights, colours, sounds and textures and can be used for structured therapy or as a place to relax.

““The“atmosphere“at“Kirk“House“is“warm“and“welcoming“and“feels“very“personal,“not“clinical“in“any“way.““““The“fact“that“Paul“&“Ann“were“driven“by“their“own“parental“concerns“is,“I“think,“apparent“at“every“level.““They“know“how“parents“feel“about“this“huge“step.““The“name“says“it“all!”“““““““““A Parent


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RESIDENTIALTHE HOMES


48 Church Lane, Stallingborough, Grimsby, DN41 8AA Tel: 01472 882333

Number of beds: 10 Mews: 3Opened 2006

The Old Vicarage

The Hawthorns

Kirk House

The Old Hall

Cherry Tree Lodge

In 2008 The Old Vicarage, Home From Home Care’s fourth Home was the National Winner of Best Specialist Care Development in the Pinders Healthcare Design Awards. Home From Home Care was praised for creating “a care facility which is clearly excellent.”

“The“Home“is“warm,“welcoming“and“supports“people“of“all“ages“with“diverse“needs.““There“is“an“adaptable“and“vibrant“atmosphere“with“friendly,“flexible“and“experienced“staff.”“ Home Manager

Chapel Road, Fiskerton, Lincs, LN3 4HD Tel: 01522 595395

Number of beds: 7 Mews: 3Opened 2005

“Our“experienced“&“enthusiastic“staff“deliver“high“levels“of“support.““A“wide“range“of“activities“in“the“Home“and“out“in“the“community“enable“individuals“to“reach“personal“goals.” Home Manager

“We“have“a“friendly“&“busy“family“atmosphere“with“helpful“and“supportive“staff.““Individuals“take“a“huge“part“in“the“running“of“their“Home,“their“activities“and“events.” Home Manager

34 Station Road, Ruskington, Sleaford, Lincs, NG34 9DA Tel: 01526 830803

Number of beds: 7Opened 2006

“A“skilled“staff“team“use“a“person“centred“approach“to“empower“individuals“to“live“as“independently“as“possible“achieving“equality“in“many“areas“of“their“life.” Home Manager

2 Lincoln Road, Dorrington, Lincoln, LN4 3PT Tel: 01526 833569

Number of beds: 5 and 6Opened 2007

“The“Home“has“a“warm“welcome“and“a“sense“of“adventure.“The“wonderful“large“secure“garden“offers“space“to“relax“outdoors,“and“the“allotment-style“vegetable“plots“are“our“latest“venture.”“ Home Manager

53 Station Road, Bardney, Lincs, LN3 5UD Tel: 01526 399868

Number of beds: 7Opened 2005


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RESIDENTIALACTIVE DAYS


Active Days and Fulfilled Lives

Home From Home Care places heavy emphasis on listening to and supporting each individual in achieving their goals and realising their dreams and aspirations. In Home From Home Care’s experience, successfully doing this leads to the individual living a more fulfilled life.

Active Days is Home From Home Care’s approach for achieving this, and includes:

Longer term planning sets out achievable goals which individuals can work towards over a period of time. These could range from making a cup of tea to swimming ten lengths to a National Proficiency Test Council (NPTC) qualification in horticulture. Programs of activities could include:

✔✔ Hobbies or sports activities

✔✔ Work placements, voluntary or paid

✔✔ Working towards greater independence

✔✔ Helping keep the Home neat and tidy

✔✔ Aspects of personal care

✔✔ Working towards goals and aspirations

✔✔ College courses

✔✔ Accredited life skills training

✔✔ Home From Home Care activities

✔✔ Transition into a Mews Cottage

Each program is broken down into separate units and incorporated into individuals’ Daily Diaries with associated weekly goals which are monitored.

Achieving Long Term Goals

““Our“daughter“has“settled“in“extremely“well,“has“become“part“of“the“Home“From“Home“Care“family,“and“is“constantly“experiencing“new“activities.”“A Parent

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RESIDENTIALPLANNING


Identifying Individual Needs

Home From Home Care places a strong emphasis on identifying the needs of an individual and creating well thought out plans that will deliver the right outcomes. This process starts at the time of an individual’s initial assessment, is ongoing and is continually monitored and reviewed.

The individual is always at the centre of the planning process.

Care Plan

Once the individual is happy with the service, a Care Plan is developed in partnership with them, their carers and the referring and purchasing bodies.

The Care Plan clearly identifies all of an individual’s needs, how these will be met and covers aspects such as health, independent living skills, personal safety, communication, equal opportunities and personal care.

Daily Support Plans

Daily Support Plans are developed from the Care Plan and form the basis for achieving quality outcomes.

These plans are produced for every need identified within an individual’s Care Plan and provide staff with specific guidance on how to provide effective support.

Health Action Plan

The Health Action Plan is developed at the same time as the Daily Support Plans to ensure all the health needs of the individual are being addressed.

Working in a Person Centred Way

The person centred support provided to each individual reflects their choices, dreams and aspirations. From the initial assessment, the individual is supported and encouraged to be part of the planning process and takes an active role in any decisions made. Family, friends and professionals are also encouraged to be actively involved in the process of setting goals and reviewing progress.

Care Plans, Daily Support Plans and Daily Diaries are produced in easy read formats enabling the individual to take an active role in agreeing the components of these.

Working in a person centred way enables individuals to reflect on the support they receive, be involved in decisions about how support is provided and ultimately to develop as individuals.

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RESIDENTIAL‘OUR VOICES’


Everyone Has a Voice

‘Our Voices’ is an impressive and enthusiastic self-advocacy group made up of individuals who are supported by Home From Home Care. They have become an important part of the Company’s decision-making process and are responsible for a busy programme of events.

Our Voices ensures that everyone’s views, thoughts and ideas are heard. It is also a process of empowerment, enabling those with the least voice to have their say.

Some of the Our Voices activities include:

✔✔ Meeting regularly to discuss aspects of the

services they receive and to explore new

opportunities

✔✔ Presenting at the Lincolnshire Learning

Disability Partnership Board Annual

Conference

✔✔ Planning Home From Home Care social

events including birthdays, the May Ball,

Summer BBQ, Halloween Fancy Dress Event

and Christmas Party

✔✔ Carrying out surveys and making quarterly

presentations at Management Meetings

✔✔ Participating in interviewing new staff

✔✔ Instigating and conducting workshops on

topical issues e.g. registering to vote and

listening to local candidate policies

✔✔ Helping new people settle in under a

“buddy” scheme

✔✔ Attending the Lincolnshire Learning Disability

Partnership Board local action groups

Four“times“a“year“‘Our“Voices’“send“out““questionnaires“asking“people“who“are“being“supported“questions“about:“1.“Your“Home“2.“Your“Support““3.“Your“Activities4.“Your“Choices

I like doing personal hobbies and arts and crafts in my home

I have a diary for each day with all the things I want to do

I do lots of things in the community and with my family

““Two“years“ago“I“wouldn’t“have“believed“that“Hamish,“who“doesn’t“speak,““could“sit“on“a“panel“and“influence“the“way“that“a“company“is“run.““I“think“that“‘Our“Voices’“is“one“of“the“best“things“that“Home“From“Home“Care“does.”“A Parent

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RESIDENTIALPLACEMENT PROCESS


VISIT & REFERRAL

ASSESSMENT

PLACEMENT

TRANSITION

REVIEW

Assessment Process CommencesAssessment Manager visits the individual & other relevant parties to gather information & compiles assessment

Placement OfferedLetter offering placement sent to Care Manager

& Parent/Carer/Individual

Placement Not OfferedReasons discussed with Care Manager & written

explanation sent to them & Parent/Carer/Individual

Placement AgreedStart date/move in time confirmed. Assessment Report completed. Transition Planner identified

Transition Planning CommencesComprehensive planning process to ensure smooth Transition

Placement OfferedRoom & en-suite preparations completed e.g. decorating or

modifying bathrooms

HFHC Visits individualTransition Planner visits

individual & other relevant people & dates and timescales agreed

Individual Visits HFHCIndividual meets other

people & support staff & gets to know surroundings

Support PlanningDetailed Care & Support

Plans finalised & support team identified

Overnight Visits to HFHCOvernight or weekend stays arranged to assist individuals in becoming familiar with their new home

Move InIndividual settles in to their new home

ReviewSix week review held with relevant parties to monitor progress & highlight any necessary changes

Assessment ReferralCare Manager makes a referral & requests an assessment

Parent VisitIndividual/Parent/Carer visits Home From Home Care

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RESIDENTIALPLACEMENT PROCESS


A Five Step Approach

Home From Home Care understands that the placement of any individual is a very important choice in their life, and those of their family and carers. Home From Home Care aims to make each stage of the placement process as smooth as possible and support the individual in their successful transition into their new home.

1 Visit & Referral

✔✔ A planned visit can be pre-arranged

✔✔ Any referral must be made by the

individual’s Care Manager

✔✔ Home From Home Care work with over 20

Local Authorities so are experienced in out-

of-county referrals

2 Assessment

✔✔ A free, in-depth assessment is undertaken

to determine if the individual’s needs can

be met by Home From Home Care

✔✔ The assessment is carried out where the

person is residing at the time

✔✔ Parents/carers and other relevant parties

are included

✔✔ A placement is offered if Home From Home

Care is confident the individual can be

supported and their needs can be met

3 Placement

✔✔ The decision to agree a placement rests

with the Care Manager and associated

Local Authority

✔✔ Once the Local Authority approves funding

the individual/parents/carers accept the

placement offered

✔✔ Home From Home Care offers support

through this process

4 Transition

✔✔ Detailed planning commences based on

the Assessment

✔✔ Key worker is identified

✔✔ Home From Home Care staff visit the

individual

✔✔ The individual visits their new home

✔✔ If new procedures or services are

necessary, training programs are

developed for Key Workers and staff in the

Home

✔✔ Any building alterations start and

equipment, if appropriate, is ordered and

set up

✔✔ The individual moves in

5 Ongoing Support and Review

✔✔ ‘Our Voices’ buddy system starts

✔✔ Home Manager is responsible for day to

day communication with the parents

✔✔ Six week review held with all relevant

parties to monitor progress and highlight

any necessary changes

✔✔ Thereafter six month reviews

““It“is“not“uncommon“to“see“a“person’s“behaviour“change“quite“significantly“over“the“course“of“their“first“months“at“Home“From“Home“Care.““This“is“due“not“only“to“the“safe“and“secure“environment“offered“in“the“Homes“but“also“in“part“to“the“careful“planning“that“gives“them“a“sense“of“purpose“and“hope“for“the“future.”““““““““Tracie Clark Assessment Manager

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RESIDENTIALTHE MEWS


Mews Cottages for Greater Independence

Home From Home Care has six Mews Cottages, three at The Old Hall and three at The Old Vicarage. These one bedroom properties offer people greater independence and private living whilst still under the continuous support from the Home.

Each property is fitted with fully assisted (tele-care) technology which alerts staff to anything out of the ordinary, and protects and keeps the individual safe.

“I“moved“into“a“Mews“Cottage“in““May“2010“and“I“like“it“because“I“have“my“own“space“but“can“see“everyone“in“The“Old“Hall“when“I“like.““

I“sometimes“go“to“The“Old“Hall“for“Sunday“lunch“but“most“of“the“time“I““like“to“cook“in“my“own“kitchen“and““watch“my“favourite“programmes“on“TV.”

The Mews have proved enormously successful in many ways, including:

✔✔ In the transition of certain individuals as they develop more independent living skills either for the

long term or as a stepping stone to moving out and on to greater independence.

✔✔ For individuals with high support needs who are more comfortable in their own company the

majority of the time but need support on a daily basis and a safe place to call home.

““Tne“Mews“is“just“one“example“of“how“we“are“able“to“develop“facilities“to“respond“to“people’s“changing“needs.““If“someone“is“looking“to“move“in“and“we“don’t“have“the“right“space,“we“will“do“everything“we“can“to“create“it“for“them.”“““““““““Hugo de Savary Property & IT Director

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COMMUNITYOPTIONS


Flexible Packages Give Individual Choice

Home From Home Care’s Community Options range of services support, enable and empower individuals with a learning disability (aged 18-64) to live a fulfilling life of their choice in their local community. Community Options can support individuals with a wide range of learning disabilites, including those with additional specialist support needs, or complex physical, sensory or healthcare needs.

As a registered Domiciliary Care Service (Care Standards Act 2000) the Lincolnshire-based services offered by Community Options are available both to people living within Home From Home Care’s residential homes and to people living at home.

Service Options

Community Options can offer support with personal care, help and support to learn new skills, develop greater independence, access other services and join in life in the community.

Individuals can purchase services through independent means, through Direct Payments or Personal Budgets.

Each individual is supported and encouraged to be part of the planning process and takes an active role in developing their Support Plan and Activity Planner that details what support they will receive and the activities they will be doing on a daily basis. The plans include personal care, learning opportunities, recreational, social, vocational and work activities. They may also include support to access community facilities such as college, work or leisure.

Community Options can be an ongoing provision or a contracted short term provision, such as providing support whilst a family carer is in hospital.

““The“great“thing“about“Community“Options“is“that“it’s“a“real“opportunity“for“people“to“live“more“fulfilled“lives,“which“means“better“outcomes“for“individuals“and“a“more“rewarding“role“for“staff.”““Paul de Savary Managing Director

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QUALITY ASSURANCE

COMMUNITYOPTIONS


Accessing Community Options

Sample Day Opportunities Menu

Monday Tuesday Wednesday Thursday Friday Saturday Sunday

AM

Swimming

NPTC Project

Arts & Crafts

Playzone

Baking

NPTC Project

NPTC Project

Survival Cooking & Healthy Lifestyle

NPTC Project

Pottery

Bowling

NPTC Project

Jewellery Making

Baking

NPTC Project

Swimming

NPTC Project

PM

Sensory room & relaxation

Gym

Bowling

Music Therapy

Ice Skating

Swimming

Arts & Crafts

Rambling

Sensory Room

Horse Riding

Photography

Football (watching the local team or playing)

Pottery

Rambling and Picnic

Photography

EVESurvival Cookery & Healthy Lifestyle

Swimming (Dinner Club) Meal Out

Club 87 Disco Cinema Bowling Music Therapy

Individual/Parent/Carer completes Request Form Care Manager completes Request Form on behalf of individual

Introductory Meeting Information gathered to assess if full assessment required

Service AgreedStart date, times & Transition Plan confirmed

Transition Process CommencesTransition Planner meets individual to start detailed planning of projects and activities to ensure positive outcomes

ReviewEight week review from start date with all relevant parties to monitor progress and highlight any necessary changes

Service OfferedLetter offering service sent to individual or Care Manager

Service Not Offered Reasons discussed with individual or Care Manager

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COMMUNITYOPTIONS


Area for Support Examples of support needs that can be met

Personal Support ✔✔ Personal care✔✔ Medication✔✔ Support to attend healthcare appointments

Support for daily living ✔✔ Domestic tasks✔✔ Shopping✔✔ Budgeting

Respite breaks ✔✔ Outings ✔✔ Holidays✔✔ Carers Respite✔✔ Live in care for holiday breaks

Personal Learning & development

✔✔ Development of daily living skills✔✔ Communication✔✔ NPTC accreditation for skills development✔✔ Access to community learning opportunities such as College✔

Safeguarding ✔✔ Personal safety✔✔ Environmental safety and security✔✔ Personal safety plans

Socialisation ✔✔ Buddy support✔✔ Support to meet with family and friends

Recreation and leisure ✔✔ Access to community facilities✔✔ Swimming✔✔ Transport✔✔ Going to the pub, eating out✔✔ Support with personal hobbies and interests

Night Service ✔✔ Support between 10.00pm and 7.00am

Some examples of key areas of support are listed below:

““Dignity“comes“into“everything“we“do.““Community“Options“focuses“on“this“when“promoting,“supporting“and“enhancing“individual“skills““through:““Development“Individuality“Growth“Needs“led“support““Informed“choices“Training“of“staff“Yearly“achievements“ceremony”““Gill Golding Partnership & Advocacy Adviser

Supporting Everyday Living

The Home From Home Care Community Options service is continuously evolving to offer individuals support covering a wide range of everyday needs and activities.

Community Options Registered Office:1 Langton House, Lindum Business Park, Station Road, North Hykeham, Lincolnshire, LN6 3QX

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COMMUNITYOPTIONS


QUALITY ASSURANCE

STAFFTEAM


Investing in the Staff Team

Home From Home Care’s staff are the cornerstone of delivering exceptional support. The company aims to recruit people with the right attitude and an enthusiasm for making a difference.

Substantial investment in training the staff team underpins the delivery of a high quality service. Emphasis is placed on staff supporting each individual to make choices and to live as independently as possible.

A big part of the staff’s role is to encourage and support Active Days and help people take the necessary steps towards fulfilling their dreams and aspirations.

Delivering a Personalised Approach

Each individual that Home From Home Care supports has their own personality, characteristics, aspirations and needs. To ensure that each individual gets the level and type of support they need, Home From Home Care places a strong focus on recruiting, training, retaining and developing an experienced and skilled staff team.

To deliver a personalised approach requires significant investment in the staff team:

✔✔ Investment in staff training – staff undertake a detailed induction programme when they first start

and then undertake annual refresher training..

✔✔ Additional specialist training for staff is provided where an individual has particular needs that

require specialist support

✔✔ Core staff teams are chosen by individuals to provide the majority of the support they need. This

promotes stable and consistent staff teams who become particularly familiar with individuals’

needs and complexities

✔✔ Individuals choose a key worker who is part of the core staff team

✔✔ Staff receive regular supervision and annual appraisals of their performance

✔✔ Good communication is promoted within the staff team in a variety of ways, including through

monthly staff meetings, regular opportunities to reflect on work practice, monthly newsletters and

regular team leader meetings

✔✔ Continuous review of an individual’s Support Plans identifies the right staffing to meet changing

needs

✔✔ Promoting a culture that actively encourages continuous learning and development

“I’ve“been“with“Home“From“Home“Care“for“four“years“and“recently“became“a“Team“Leader.““I“work“in“a“core“ staff“ team“for“a“particular“ individual“and“have“got“to“know“that“person“really“well.

The“best“thing“about“my“job“is“the“wide“variety“of“activities“I“do“with“that“person“and“seeing“them“develop“and“do“things“they“couldn‘t“do“before”

““Our“Training“Programmes“are“designed“to“ultimately“give““staff“the“skills“and“tools“they“need“to“create“an“environment“of“trust“that“helps“enrich“people’s“lives.”“Marianne Jervis Training Manager


QUALITY ASSURANCE

MANAGEMENTTEAM


Delivering Exceptional Care

The warm and friendly environments and highly personalised services delivered by Home From Home Care are underpinned by a strong management team who all subscribe to the Home From Home Care ethos. Each are experts in their field and are passionate about delivering a long term future for Home From Home Care.

Paul de Savary Managing Director

Ann de Savary Carers Liaison

Hugo de Savary Property & IT

Andy Hibberd Operations

Gail Maclachlan-GrayService Development

Barbara Marchant Administration

Allen Horne Human Resources

Tracie ClarkAssessment

Gill Golding Partnership & Advocacy

Marianne Jervis Training

Kiki Tyrrell Recruitment

“Since“joining“Home“From“Home“Care“in“2008,“I“am“proud“to“say“that“I“now“manage“an“extremely“strong“team“of“professionals“who,“through“their“combined“efforts“and“commitment,“ensure“that“exceptional“support“is“provided“to“every“single“person“that“is“supported.““

The“result“of“this“team“approach“is“people“being“treated“and“supported“as“individuals,“developing“new“skills“and“leading“full“and“happy“lives.”

Andy Hibberd


QUALITYASSURANCE


How Quality Assurance Relates to Home From Home Care

Quality Assurance ensures that services are meeting essential standards of quality and safety, respecting dignity and protecting the rights of individuals.

Home From Home Care sees Quality Assurance as an integral part of the process of achieving high standards and helping to deliver its philosophy of empowering individuals by supporting them rather than just caring for them.

The Company’s Quality Assurance programme continually monitors all elements of the service to ensure positive outcomes for individuals. Quality Assurance therefore runs through everything the Company does.

Staff

✔✔ Rigorous selection process for staff

✔✔ Continuous staff training

✔✔ Creating a culture of support rather than

just care

✔✔ Sensitive integration of new staff into the

Homes

✔✔ Open access for support staff to senior

management

✔✔ Whistleblowing policy

Individuals

✔✔ Right balance between duty of care

and choice

✔✔ Getting the initial assessment right

✔✔ Choosing the right home and group

dynamics

✔✔ Putting in place the right Support Plans/

Daily Diaries

✔✔ Ensuring a smooth transition

✔✔ Establishing good communication with

parents/carers and sharing information

✔✔ Empowering the individual as an adult by

supporting rather than caring

✔✔ Continuous review of changing

circumstances and needs

✔✔ Creating a sense of home and belonging

The Homes

✔✔ Adapting environments to fit the individual’s

needs

✔✔ Full maintenance capability for planned

work and to react to unplanned events

✔✔ Encourage and support the personalisation

of an individual’s room

✔✔ Quality controls to ensure the Homes are

clean, tidy and homely

✔✔ Well planned nutritious menus every day

Management

✔✔ Investment in a management team who

can deliver the vision

✔✔ Senior manager dedicated to Quality

Assurance

✔✔ Regular staff meetings to inform and share

✔✔ Staff supervision meetings

✔✔ Unannounced visits to the Homes

✔✔ Monthly Quality Assurance audits

✔✔ Having relevant policies, processes and

procedures

✔✔ Investing in IT systems

✔✔ Making staff feel valued

✔✔ Ensuring good communication throughout

the Company

✔✔ Deal with all issues in a proactive way

“There’s“ a“ real“ difference“ between“ supporting“someone“ and“ providing“ care.“ “ Caring“ means“making“a“cup“of“tea“for“somebody.““Supporting“means“helping“them“to“boil“the“kettle,“or“put“the“tea“bag“in“the“cup.““

It’s“ amazing“ how“ small“ changes“ like“ this“make“such“a“big“difference“to“people’s“lives.”

““Home“From“Home“Care“provides“exceptional“services.“To“ensure“that“this“is“demonstrated“I“am“continually“monitoring“support,“recording“achievements“and“maintaining“excellence.“““Working“together“to“achieve“positive“outcomes“with“each“individual“is“our“ultimate“aim.”““Gail Machlachlan-Gray Service Development Manager

QUALITYASSURANCE


Where possible, the investigation will be completed within 14 days from the receipt of a Formal Complaint. If the investigation is likely to exceed this period, the Manager will write to the complainant with a revised conclusion date. Following the completion of the investigation, the Manager will complete a writ-ten Complaint Investigation Report and will write to the complainant summarising the findings of the investigation and any actions to be taken.

The Manager may decide to hold a ‘close-out’ meeting with the complainant to discuss the findings and conclusions in order to determine what may be the best action plan for the future. A record of this meeting will be made.

Anyone who is not satisfied with the response they have received when making a Formal Complaint can inform the Operations Manager of Home From Home Care that they wish to appeal, and their complaint will be further investigated. Should anyone wish to appeal against the response received they should do so by contacting the Operations Manager within 7 days of receipt of the outcome of the complaint investigation received from the Manager.

Communications to the Operations Manager should be addressed to:Home from Home Care Ltd, 1 Langton House, Lindum Business Park, Station Road, North Hykeham, Lincolnshire, LN6 3QX

The Care Quality Commission (CQC) can be contacted at: Care Quality Commission National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA

Policies and Procedures

A full list of all policies and procedures operated by Home From Home Care and details about how to obtain a copy of these, can be found at www.homefromhomecare.com or by contacting the Operations Team at Langton House on 08450 042323.

Home From Home Care Ltd is registered, and therefore licensed to provide services, by the Care Quality Commission (Provider ID:1-101652578). For more information, visit www.cqc.org.uk.

A Transparent Service

Home From Home Care believes that individuals being supported should be provided with a safe environment embracing all relevant aspects of their life, meeting their needs and expectations. This includes being assured that on any occasion where the service standard falls below that which could reason-ably be expected, there are systems in place to address this. Should anyone want to give a compliment in relation to any aspect of the service or staff, such compliments are welcomed and will be used to further improve standards.

Individuals being supported, or those acting on their behalf, can make comments, complaints and compliments and can be confident that they are lis-tened to and dealt with effectively.

Home From Home Care recognises that there is a fine line between a ‘grumble’, a ‘comment’ and a ‘complaint’. Individuals being supported and their rel-atives do not need to make a Formal Complaint for any dissatisfaction to be acted upon. They can be assured that it will be actioned quickly and effectively.

Home From Home Care recognises that complaints are not personal criticism and see them as an opportunity to improve the standard of service provided.

Home From Home Care endeavours to resolve all complaints ‘in house’, but recognises that this is not always possible. In this case Home From Home Care will ensure that the matter is referred to an independent arbitrator.

An easy read copy of the Complaints & Compliments Procedure can be supplied to anyone on request.

Complaints Procedure

Individuals being supported or those acting on their behalf can make an Informal Complaint or ‘grumble’ and should do so directly to the Manager of the service. The Manager will record it and take steps to try to resolve the issue(s) on an informal basis.

Upon receipt of an Informal Complaint or ‘grumble’ the Manager will respond to the complainant and seek to resolve the issue in a timely and effective manner. Where this does not happen to the satisfaction of the complainant, they will be offered the opportunity to elevate the Informal Complaint to a Formal Complaint.

Formal Complaints should, where possible, be made in writing using Home From Home Care’s Complaint Form (available from the Home/service, online or by contacting Langton House on 08450 042323) or by sending a letter to the Manager in which the writer states that they wish to make a complaint. Complaints may also be made verbally and will be recorded and acted upon as if they were written.

Upon receipt of a Formal Complaint or if an Informal Complaint has been elevated to become a Formal Complaint, the Manager will:

✔✔ Write to the complainant within 2 working days to acknowledge the complaint

✔✔ Inform them who the investigating Manager will be

✔✔ Provide an estimation of how long the investigation is likely to take

✔✔ Inform the complainant that they may, at any time, refer the matter to the Care Quality Commission

Please get in touch to visit our homes or to find out more call

Placements0800 587 0372

[email protected]

Recruitment0800 520 0399

[email protected]

Read Hugo de Savary’s blog for families and friends

affected by Learning Disabilities

www.hugodesavary.com

Home From Home Care Ltd, PO BOX 4412, Wells, Somerset BA5 9AH T: 01749 676 724 F: 01749 676 725 [email protected]

Registered Office: 55 Loudoun Road, St. John’s Wood, London NW8 0DL Reg. No. 5106283

0800 587 0372

or go to

www.homefromhomecare.com

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http://www.hugodesavary.com/

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INTRODUCTION RESIDENTIAL COMMUNITY OPTIONS STAFF … · RESIDENTIAL COMMUNITY OPTIONS STAFF TEAM QUALITY ASSURANCE A UNIQUE APPROACH Created by parents to make the difference Tel: