For our private customers our home care services are very flexible, delivered to an agreed support plan with the time you want and need. In effect we act as your personal assistant.
Private customers find our services independently and they or a family member arranges their home care with us. Private customers pay for the service themselves with little or no involvement from Social Services.
The following information is specific to private customers who have come to us directly.
The following steps set out our delivery process:
As a private customer you may have found our services using the Internet, in the phone book, or from a recommendation from a friend. The initial contact is normally over the phone, we need to know from you the times you want and you will want more information about what we do.
We will arrange for a senior member of the team to visit you to discuss your home care service and what you expect from it. The person who visits will also bring a Service User Guide for you; this contains a detailed description about the service we provide and Complete Care Service's values and beliefs. If you want Complete Care Services to provide your care we then move onto the next step of the process, Needs Assessment.
Although at this stage we may have some idea about you needs and wishes, it is not enough to provide you with a personalised, high quality care service.
A senior member of the team will arrange to visit you again to complete a needs assessment. The Needs Assessment helps to clarify your needs and enables us to ensure you receive the best service possible. Consider this as defining how your personal assistant will help you. The needs assessment asks some very personal questions, the senior staff that conduct these have had training to be as unintrusive as possible. The Needs Assessment should take place before the service commences, however, if this is not possible it will be completed within three days.
Assessing the Risk:
If you are having care provided in your own home it carries some risks. Yuor personal assistant is unlikely to be with you at all times so there will be a lower level of support than you would receive, for example in a nursing home. On the other hand you retain your independence and may find that on balance, a measure of risk is worthwhile.
Nevertheless, we want to be sure that everybody concerned understands the risks and has thought about them responsibly and that the risks are not irresponsible or unnecessary. We carry out several risk assessments with you, weighing up the risk to be taken and the advantages, and make suggestions as to how risks can be minimised.
A support plan differs from the 'original' care plan. A support plan is less rigid and is open to change pending your needs on that particular day. A support plan is based around personal goals that you want to achieve, and your personal assistant will help you to achieve these. The support plan is split into four sections, each personal goal coming under one of the following headings:
Please click on this link to see a complete Support Plan to give you an idea of how they can work.
A Support Plan has a huge advantage over care plans as they are more person centred and enable you to live your life to the full. They can be changed easily once you have achieved a personal goal or if you want to set a new personal goal.
A personal goal doed not have to be a major task, it could be that you would like to be able to do something you took for granted before your problem, such as making a warm drink. In this example your personal assistant would support you to achieve this, by contacting a physiotherapist to get an exercise plan to improve your mobility, they could contact an Occupational Therapist to get you aids you may need, or they would help you find ways to contact them so that you could do it yourself.
Though the process sounds long winded, it is actually quite simple and the results can be life changing.
Reviewing You Needs:
Over time your needs may change, you may require more or less support. As a rule we review all aspects of your service every six months; however, this is not set in stone and if your needs change before your review, we will arrange for a senior member of staff to complete your review and begin the process of re-shaping your service and support plan so that it suits you!
Payment of Services:
Once we are clear about the service that is to be provided, we will develop a personalised contract. The contract contains a description of the service you want, Complete Care Service's Terms and Conditiom and details of payment.
You will usually be issued with an invoice every 4 weeks which is expected to be paid within 28 days: we accept the following forms of payment: Cheque, Cash, Standing order, Internet Bank Transfer.