Purpose of this Document

This document summarises basic information about Care Direct (Salford) Limited for clients of our service, people who are considering using our service, and the friends, relatives, carers and representatives of clients and potential clients. It includes the material required by the Domiciliary Care Agencies Regulations 2002. It should be read in conjunction with our Clients Handbook.
Our Aims and Objectives: Care Direct (Salford) Limited aims to provide support for people to assist them to live an independent life within the community. We provide our service in your own home, at times convenient to you, and in ways you find most agreeable. We have sound principles for the way we run our service. Central to these is our belief that the rights of our clients are paramount.

Our principles:
1. To focus on clients. We aim to provide and support in ways which have positive outcomes for clients and promote their active participation.

2. To ensure that we are fit for our purpose. We examine our operations constantly to ensure that we are successfully achieving our stated aims and purposes. We welcome feedback from our clients and their friends and relatives.

3. To work for the comprehensive welfare of our clients. We aim to provide for each client a package of support that contributes to his or her overall personal and health support needs and preferences. We will co-operate with other services and professionals to help to maximise each clients independence and to ensure as fully as possible the clients maximum participation in the community.

4. To meet assessed needs. Before we provide services, we ensure that a potential clients needs and preferences are thoroughly assessed. We aim to ensure that the support we provide meets the assessed needs of each client that needs are re-assessed as frequently as necessary, and that the support provided has the flexibility to respond to changing needs or requirements.

5. To provide quality services. We are whole-heartedly committed to providing top quality services and to continuous improvement in the level of the support we offer.

6. To employ a quality workforce. Standards for our staff will generally receive training in the following categories. In addition, they will also have attained or will be NVQ Level 2 as a minimum standard.

• Manual handling
• Food hygiene
• Health and safety awareness
• First aid
• Adult protection and adult abuse procedures
• Mental health and dementia awareness
• Principles of care

Clients Rights:
The aim of good quality community support must always be to promote a way of life for clients which permits them to enjoy, to the greatest possible extent, their rights as individual human beings. The following rights are fundamental to our work.

Privacy:
An individual's right to privacy involves being free from intrusion or unwelcome attention. We aim to maximise our clients privacy in the following ways.

Staff will enter a clients property and rooms within the property only with express consent.

A client has the right not to have to interact with or be interrupted by a worker when, for example, they are entertaining a visitor or are engaged on an intimate
activity on their own account.

We respect the fact that a clients possessions are private and always act in accordance with the principle that our workers are guests.

Our staff respect a clients right to make telephone calls and carry on conversations without being overheard or observed by a worker.

We ensure that records of the service provided are seen only by those with a legitimate need to know the information they contain.

Dignity:
The right to dignity involves recognising the intrinsic value of people as individuals and the specific nature of each person's particular needs. We aim to maximise our clients dignity in the following ways.

We arrange for clients to be allocated as far as possible a support worker of their own choice and, if desired, of the sex of their choice. We aim to minimise any feelings of inadequacy, inferiority and vulnerability which clients may have arising from disability.

We treat clients with the sort of respect which reinforces personhood and individual characteristics, addressing them and introducing them to others in their preferred style, responding to specific cultural demands and requirements, and
aiming to maintain relationships which are warm and trusting but appropriate to the relationship of worker to client.

Independence:
means having opportunities to think, plan, act and take sensibly calculated risks without continual reference to others. We aim to maximise our clients independence in the following ways. We involve clients fully in planning their own support, devising and implementing their support plans and managing the records of support.

We work with carers, relatives and friends of clients to provide as continuous a service as is feasible.

We aim to create a climate in the delivery of support and to foster attitudes in those around a clients which focus on capacities rather than on disabilities.

Security:
In providing services to people with disabilities, there is a difficult balance to be struck between helping them to experience as much independence as possible and making sure that they are not exposed to unnecessary hazards. Taking support for the security of clients therefore means helping to provide an environment and support structure which offers sensible protection from danger and comfort and readily available assistance when required. This should not be interpreted as a demand for a totally safe or risk-free lifestyle; taking reasonable risks can be interesting, exciting and fun, as well as necessary. We respond to our clients need for security in the following ways.

The staff of our agency are well selected, trained and briefed to provide services responsibly, professionally and with compassion and never to exploit their positions to abuse a client.

Civil rights:
We aim to help our client to continue to enjoy their civil rights in the following ways..

If client wish to participate in elections, we will try to access the necessary information and either provide or obtain any assistance which they need to vote.

We want to help our clients to make use of as wide a range as possible of public services, such as libraries, education and transport.

We will encourage our clients to make full use of health services in all ways appropriate to their medical, nursing and therapeutic needs.

We will provide easy access for our clients and their friends, relatives and representatives to complain about or give feedback on our services.

If we can, we will support our clients in their participating as fully and diversely as they wish in the activities of their communities through voluntary work, religious observance, involvement in associations and charitable giving.

Choice:
consists of the opportunity to select independently from a range of options. We will respond to our clients' right to choice in the following ways.

We will manage and schedule our services so as to respond as far as possible to clients preferences as regards the staff with whom they feel most comfortable.

We respect clients eccentricities, personal preferences and idiosyncrasies.

We hope to cultivate an atmosphere and ethos in our service delivery which welcomes and responds to cultural diversity.

We encourage clients to exercise informed choice in their selection of the individuals who provide them with support.

Fulfilment:
has been defined as the opportunity to recognise personal aspirations and abilities. It recognises and responds to levels of human satisfaction separate from the physical and material, We respond to clients right to fulfilment in the following ways.

We try to help service clients to participate in as broad a range of social and cultural activities as possible.

If requested, we will assist a client to participate in practices associated with religious or spiritual matters and to celebrate meaningful anniversaries and festivals.

We aim to respond sensitively and appropriately to the special needs and wishes of clients who wish to prepare for or are close to death.

We make particular efforts to understand and respond to the wish of any client to participate in minority-interest events or activities.

We will do everything possible to help a client who wants to achieve an unfulfilled task, wish or ambition before the end of their life.


Care Direct (Salford) Limited caters for clients who suffer from a mental illness, we offer a 7 day cover between the hours of 08:00 and 22:00hrs.

The minimum level of support packages required are normally 2 hour blocks per one visit.

Our aim is to assist clients to live independently in the community to encourage and support them to attain their goals.

To monitor the clients mental health needs

To befriend and work with the client as co-worker with the aim of achieving

the objectives of his/her support plan.

To encourage the client to develop his/her full potential as a person, learning to take responsibility for their own well being.

To encourage/enhance the clients skills with regard to personal hygiene and keeping his/here environment clean.

To assist the client with developing his/her skills re:
Budgeting, shopping, cooking, use of laundry / kitchen equipment, medication prompts/reminders.

To meet the clients social needs. Encourage socializing and accompany to events.

Assist in independent living.

To assist the client in an understanding of his/her emotional needs and enhance skills in coping with same.

To build up confidence and self esteem, thus enabling and encouraging the client to live a fulfilled life.

Complaints and Compliments Policy and Procedure:
Care Direct (Salford) Limited welcomes feedback on its services, especially from clients and their carers, whether these are compliments, complaints or suggestions for ways of doing things better.

Clients should feel free to let the support workers working with them have any comments they wish to make.

If they prefer to take up the matter with someone else in the Care Direct (Salford) Limited company or if they feel that a point that they have made is not being taken seriously or acted on, they can ask to be put in touch with a manager.

If a client wishes their dissatisfaction to be dealt with more formally they should take the steps outlined in the attached complaints procedure.

If anyone feels that Care Direct (Salford) Limited has not dealt with a complaint to their satisfaction, they have the right to complain to CSCI, which regulates our service.

Commission for Social Care Inspection:
9th Floor, Oakland House, Talbot Road, Manchester. M16 0PQ Tel: 0161 772 7620

Name and Address of Registered Manager:
Ms Nina Mcmillan
Care Direct (Salford) Limited, 23A Eldon Place, Eccles Manchester, M30 8QE.
Tel / Fax: 0161 789 8729
Email: caredirect@btinternet.com

Ms Nina Mcmillan has worked both in the National Health Service and in the Voluntary Sector as both a Day Services Co-ordinator and a Carers Outreach Co-ordinator. She has extensive experience with working with adults / older people who suffer a dementia type illness and or mental illness for the past16 years.