Statement of Purpose
Managing Director – May Downes
Office Manager – Betty Hill
Birds Royd Lane
Tel No: 01422 350279
Precious Passionate Care Ltd provides a home care service to adults within its locality that is second to none, regardless of race, gender, age, religion, sexual orientation, belief or disability.
We provide services to the following groups of people who have/need:
In recognising the challenges that families face in finding the best care for their loved ones, the company has positioned itself to provide the answers they seek. Adults deserve to be treated with love, kindness, patience and understanding. These are the values on which the company was founded, and are evident in its name.
The company will provide professional and passionate care to fulfill these values, operating within the requirements of the law and other governing bodies responsible for providing services to adults.
The company envisions the success and expansion of its operation will be based on:
The company will ensure that its range of services will meet the demands of the market. The services to be provided will be:
The company's management commits to operating best business practices and procedures. This will ensure its position as a premier provider of rewarding adult home care in the country.
The company's aims and visions for its clients:
Based on these core values, the company embraces the vision “to provide professional and personal care to adults ensuring that the service is facilitated with a compassionate and caring attitude and environment.” In keeping with this vision the company’s policies regarding recruitment, monitoring and evaluating performance will be centred on the delivery of its client service.
The company will:
In line with Regulation 19 of the Social Care Act and safer recruitment processes the company will:
Management will officially visit four times a year to review client's needs, and complete an annual quality assurance report. Spot checks will also be undertaken on our carers while they are working.
· Clients, carers and their representatives are aware of how to complain and that the company provides easy to use opportunities for them to register their complaints.
· A named person will be responsible for the administration of the procedure.
· Every written complaint is acknowledged within 5 working days.
· All complaints are investigated within 14 days of being made.
· All complaints are responded to in writing within 28 days of being made.
· The company accepts that all verbal complaints, no matter how seemingly unimportant, must be taken seriously.
· Front-line care staff who receive a verbal complaint are expected to seek to solve the problem immediately.
· If they cannot solve the problem immediately, they should offer to get their line manager to deal with the problem.
· Staff are expected to remain polite, courteous, sympathetic and professional to the complainant. They are taught that there is nothing to be gained by adopting a defensive or aggressive attitude.
· At all times in responding to the complaint, staff are encouraged to remain calm and respectful.
· Staff should not make excuses or blame other staff.
· If the complaint is being made on behalf of the client by an advocate, it must first be verified that the person has permission to speak for the client, especially if confidential information is involved. (It is very easy to assume that the advocate has the right or power to act for the client when they may not). If in doubt it should be assumed that the client's explicit permission is needed prior to discussing the complaint with the advocate.
· After discussing the problem, the manager or member of staff dealing with the complaint will suggest a means of resolving it. If this course of action is acceptable, the member of staff should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (i.e. through another meeting or by letter).
· If the suggested plan of action is not acceptable to the complainant, then the member of staff or manager will ask the complainant to put their complaint in writing to the Registered Manager. The complainant should be given a copy of the company’s complaints procedure if they do not already have one.
· Details of all verbal and written complaints must be recorded in the complaints book, the client's file and in the home records.
· The Registered Manager is responsible for following through complaints. However, there may be a specific post with responsibility for complaints. Communication between this post and the Registered Manager should be clear and transparent in order that the Registered Manager, May Downes, can demonstrate and evidence compliance.
If your complaint is regarding any form of abuse, then the following persons should be contacted, either by you or the Registered Manager. For any further information you may require, please contact:
CQC National Customer Service Centre
Telephone: 0300 0616161
Fax: 0300 0616171
Calderdale Adult Health and Social Care
1 Park Road
Telephone: 01422 363561
Precious Passionate Care Ltd prides itself on having a proactive management team, robust systems and procedures are in place to ensure that all its Aims, Vision and Objectives are being met.