Statement of Purpose

Organisational structure

Managing Director – May Downes

Director – Gareth Downes.

Registered Manager – May Downes

Princess Works

Bird Royd Lane

Brighouse

West Yorkshire

HD6 1LH

Tel No: 01422 350279

Email: may.downes@ppcare.co.uk

Website: www.ppcare.co.uk

The company:

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:

• Learning Disabilities
• Different types of Dementia
• Palliative care
• Strokes
• Parkinson’s Disease
• Mental Health
• Convalescing

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 value and quality of its service, rather than the monetary value to be gained
• market penetration due to the vast experience of its management team and all employees.
• the high level of professionalism with which service will be delivered.
• the affordability of service to clients.  

The company will ensure that its range of services will meet the demands of the market.  The services to be provided will be:

• Companionship
• Home Help
• Personal Care
• Respite Care

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:

• To provide high quality care in the comfort of your own home.
• To treat you with respect, dignity, compassion and as an individual.
• To provide empowerment for your own well-being.
• To maintain good effective communication - paramount for good relationships.
• To promote and support your independence at all times.
• To observe your needs, wishes and preferences.
• To support you throughout your care programme with us.
• To maintain visits from a proactive management team.
• To keep our service friendly and personal to you.

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 centered on the delivery of its client’s service.

The company will:

• Complete an initial face to face consultation.
• Discuss your needs, wishes and preferences.
• Undertake risk assessments for moving and handling clients, delivering medication, and environmental and lone working.
• Discuss whether it would be necessary or wise for a family member, carer/representative or advocate to be present to help with the care plan.
• Explain fully the complaints procedure.
• Provide and agree the care plan within 48 hours after the assessment, together with a consent to care form.
• Duplicate the finalised care plan, with one copy to client and the other kept on the company file in line with Data Protection Act 1998.
• Match care staff to meet your needs, wishes and preferences.

Staff recruitment:

In line with Regulation 19 of the Social Care Act and safer recruitment processes we will:

• Complete an initial interview, to decide if an applicant is suitable.
• Offer mandatory training and ensure and monitor recognized care industry qualification.
• Complete DBS (Disclosure Barring Service).
• Obtain suitable references required.
• Introduce carer to ensure compatibility.

Carer visits are monitored electronically to time visits and avoid missed visits. The carer uses a logging in and out system either on the client’s telephone (using a freephone number) or the carer’s own mobile.  If no log-in is recorded, an alert is automatically sent 15 minutes after the scheduled start time.  Management will check whether the carer has arrived, and if not, will ensure a replacement carer will respond to ensure no missed visits. 

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.

Complaints procedure:

• 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.
• Complaints are dealt with promptly, fairly and sensitively, with due regard to the upset and worry that they can cause to both clients and staff.

Verbal complaints

• 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 then 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 service user’s file and in the home records.

 Responsibilities

• 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 and Care Manager should be clear and transparent in order that the Registered Manager, May Downes or Care Manager can demonstrate and evidence compliance.

If your complaint is regarding any form of abuse, then the following persons would be contacted, either by you or the Registered Manager/Care Manager. For any further information you may require, please contact:

CQC National Customer Service Centre, City Gate, Gallowgate, Newcastle Upon Tyne, NE1 4PA

Telephone: 0300 0616161

Fax: 0300 0616171

Calderdale Adult Health and Social Care,1 Park Road, Halifax, HX1 2TU

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.