Statement of Purpose

Workforce qualifications and experience

We have a workforce that is competent and feels valued as part of the team. All workers are carefully selected and Committed2Care ensure that they have the right skills and experience.

• Our in-house trainers deliver training for medication, infection prevention and control, moving and handling, pressure care and catheter care.
• Specialist training is sought from clinical experts e.g, safeguarding adults, PEG feeding, stoma care and respiratory specialists for ventilatory skills and tracheostomy care.

All staff have an individual development plan based on individual, organisational and service analysis.

• Prior to starting work staff must have an Enhanced Disclosure check from the Disclosure and Barring Service (DBS) and they will not be processed to start if they are on the Protection of Vulnerable Adults Lists. We request a 5-year work history with two current written references and check their right to work status.
• All staff will be kept up to date with statutory and mandatory training. Additional training and experience required will be assessed in supervision and appraisal. Induction, practical skills training and individual care package training will form part of the risk assessment for delivering safe and effective care.
• Nurses will be UK registered with the Nursing and Midwifery Council. They will be competent in all areas of care they deliver and assess. Support will be given to hold a current portfolio in line with their validation and registration requirements.
• Senior HCAs have specific training in leadership and assessment with specific clinical training e.g., Medication delivery, infection control and safeguarding.
• Care Workers are trained for the level of care they are required to do with each service user and assessed against written and practical competencies. Achievement of the Care Certificate is supported and encouraged

Comments, compliments & complaints

It is our intention to run an exceptional care service. We work hard to deliver on our commitments and meet the expectations of our service users, their families and our care partners. However, we recognise that sometimes things can go wrong. We are committed to taking responsibility for our action and for being open and transparent.

Our approach to comments, compliments and complaints are as follows:

Listening and Learning:

We take all comments very seriously and regularly review all comments received across our service so that we can learn from them. The information gathered through analysing this feedback tells us what the people we support think about us and gives us the opportunity to share what works well and where we need to make improvements. We aim to resolve any issue or unmet expectation at a local level, immediately and on site. However, if we are unable to do so we do promote and give access to our complaint process.

Complaints:

We have a staged process for making a complaint:

1. Discuss the situation with the Quality Manager who will do her best to resolve the problem quickly to your satisfaction.
2. If you feel unable to discuss the problem with this person, or have not been able to resolve your complaint, please contact the Registered Manager.
3. If a complaint is received this will be responded to in writing within 2 working days. Such communication will outline the steps being taken to resolve the complaint and who will be in charge of investigating and notifying the outcome.
4. The complaint will be formally acknowledged and logged as described above.
5. Depending on the nature of the complaint, an Investigating Officer will be allocated. We would normally like to discuss the complaint with the complainant either by visiting in person or by discussing the issue on the telephone.
6. The outcome, details of the investigation and actions taken will be informed in writing.
7. Actions will be agreed to resolve the matter.
8. You will be contacted by the Investigating Officer at a later date to check whether issues have resolved, and the service is satisfactory, following ongoing monitoring.
9. We have a target of resolving all complaints within 28 days of receipt. All complaints including details of the investigation, outcome and actions are recorded and audited internally and regularly inspected by our Commissioners and Regulators.
10. If after we have investigated your complaint, you are still not satisfied with the outcome, you may wish to contact the Local Government Ombudsman (LGO). The LGO provides a free, independent service. You may contact the LGO advice team by telephone, (0300 061 0614) or email advice@lgo.org.uk. Please note, the LGO will not normally become involved until after we have been given the opportunity to investigate and respond to your complaint. Our service is registered and regulated by the Care Quality Commission (CQC). The contact details of the CQC are: Care Quality Commission, National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA. Telephone: 03000 616161 Web: www.cqc.org.uk You can also contact your local Social Service Department.