AIMS AND OBJECTIVES OF MERSEYCARE JULIE ANN LTD

Merseycare Julie Ann Ltd will at all times provide a care service which is structured by the wishes and needs of the Service User, which cares for the Service User as a whole person, which is good value for money, and which seeks to maximise the overall quality of life of the Service User.

Merseycare Julie Ann is committed to supporting vulnerable people so that they can continue or begin to live in their own home and be participating members of their own communities.  Because of this, in the first instance, Merseycare Julie Ann is committed to meeting the needs of those people entrusted to our care.  Usually we see no conflict between meeting the needs of Service Users and those of our workers.  Where such conflict exists, the needs of Service Users must take precedence.

The principles underpinning the work of the organisation and all of its employees are stated in the Service User’s Handbook.

With a number of years experience, the management of Merseycare Julie Ann Ltd pride ourselves on offering a highly professional support and care service for all people who use our service.

Our aim is to provide a range of enabling and support services for all adults we look after, this will then promote inclusivity and assists people to reach their potential.  We believe we can achieve this by the provision of support and care to each Service User which will bring it in line with their Care Plan and with this assistance this should enable them to live fulfilled lives as citizens within their local community.  The support and care will be consistent with people’s rights, choices and responsibilities.

Our service will be delivered in line with four key principles:

• Rights - To ensure that all Service Users are enabled and supported to exercise their rights to live as they wish. Information. Support and care will be provided in an appropriate and meaningful way. Each person will be treated with respect, dignity and will be supported to challenge discrimination on all grounds.
   
• Choice  - We believe that all individual’s with the right help and support can make important choices and express preferences about their day to day lives.  We remain committed that each Service User will Receive the support and care they require to make informed Choices about all aspects of their lives.
   
• Independence - The needs of all the individuals we care for will differ and we will remain committed to always believing that each person can achieve a level of independence.  This does not mean that Service Users will do everything unaided, but will receive the support and care to maximise this level of independence in all areas of their lives.
   
• Fulfilment - The enabling, support and care of all people who have a need and wish to lead normal, ordinary lives, use mainstream services and be fully included in the community in which they live, remains an Important element of the services we provide.       

PHILOSOPHY OF CARE

• All Merseycare Julie Ann’s Service Users and employees will be treated with respect at all times.
• We aim to offer skilled care to enable people who use our service to achieve their optimum state of health and well-being.
• We uphold the human and citizenship rights of all Merseycare Julie Ann’s Service Users and employees.  Individual choice and personal decision-making are the right of all Service Users and will be supported by all the people who work for Merseycare Julie Ann.
• The right of independence will be respected and encouraged for all Service Users by the caring activities within our service.
• The individual uniqueness of Service Users, employees and visitors will be recognised and those people will be treated with dignity and respect at all times.
• The individual requirement for privacy will be respected at all times and all information relating to individuals will be treated in a confidential manner.
• Domiciliary Care is the provision of personal care and support tasks; these assist an individual to live in his or her own home and support relatives or friends who normally provide care.  The service will be provided in a manner which offers a     guarantee of confidentiality.
• In delivering personal care, priority shall be given to maintaining privacy and dignity and also the self-respect of the individual, coupled with the highest quality of care, whilst at the same time ensuring the overall safety and well being of the Service User.
• Service provision shall take into account the needs and preferences of people from different cultural backgrounds.  This means ensuring service provision
• enables individuals to remain in touch with their cultural identity, religious beliefs and origins.
• Independence will be encouraged and the rights of the individual recognised, to help ensure a quality of life maximising the potential of the individual.
• To provide support and confidence, with assurance that the service will be provided in a manner to afford dignity and the freedom of choice wherever possible.
• To recognise the right of privacy includes the need to respect the confidential nature of information relating to the Service User, their family and their friends.
• The right to dignity includes the recognition of, and catering for, an individual’s ethnic, cultural and religious needs.
• To work with the individual and their family, fostering their independence and respecting their involvement in the planning and delivering of care.
• To work in a collaborative and co-operative manner with all health professionals, community, social and care workers involved in the provision of care and to recognise and respect their contribution within the care team.

GEOGRAPHICAL COVER

Merseycare Julie Ann Limited currently operates in the following geographical areas :
 
Liverpool  1 , 3 , 4 , 5,  6, 7, 8, 15, 17, 18 and 19.

SERVICES OFFERED

The services which we provide include:

• Domestic cleaning
• Shopping
• Supported Activities
• Personal care – day time
• Personal care – night time “awake”
• Personal care – night time “sleep in”
• Personal care – 24 hour support

A pre service assessment will be carried out to assess the suitability of the match between your needs and our services.  The suitability of our services will be discussed with you, and if appropriate, your representative[s].
 
Emergency referrals  will be accepted in exceptional circumstances, where the health or safety of the Service User is under threat.  In this event, the normal pre service  assessment will be carried out within 48 hours of the commencement date.

SERVICE USERS SUPPORTED

The range of Service Users for which we provide the services listed above includes:

• Older people
• Older people with dementia
• Older people with mental health needs
• Older people with learning disabilities
• Adults with physical disabilities
• Adults with learning disabilities
• Adults with mental health needs
• Adults, substance misuse

DETAILS OF REGISTERED PROVIDER, PERSON RESPONSIBLE AND REGISTERED MANAGER

Registered Provider:

Name:                 Merseycare Julie Ann Ltd
Address:             306 Aigburth Road
                             Liverpool
                             L17  9PW   

Responsible Person:
Name:                 Moira Ellison (Director)
Address:             as above
Qualifications:   NVQ 4 Registered Managers award.
Experience:        Has been involved in the care sector since 1988.

Registered Manager:
Name:                 Rosie Robinson
Qualifications:   NVQ4  Registered Managers award .


Experience :       Has been the Registered Manager since July
                             2005. Pervious experience as a carer in
                             residential and home care settings.
                             Finalist in 2009 in the North West care Awards
                             for Home Care Manager Award

STAFF PROFILE

The carers employed by Merseycare Julie Ann will have appropriate skills, training and qualifications for the individual Service User for which they provide support.  The organisation will assess the needs of all Service Users and match those needs with the skills of employees, to ensure that only those employees with appropriate skills are deployed.

Care staff have a range of qualifications, the profile of which changes from time to time and full details of which are available from the Registered Manager.  Merseycare Julie Ann manages its employees in such a way as to meet the training standards within the National Minimum Standards for Domiciliary Care.

Care staff work on a rota system, which ensures that the organisation is staffed by the appropriate number and skill mix of staff throughout the day and night, including weekends and public holidays.

New employees receive a minimum of 3 days orientation at the start of their employment, are further inducted within six weeks of employment, and complete a foundation level training course during their first six months.  We manage and train our employees with the aim that half of care staff will achieve NVQ Level 2 by 2008.  All new employees are required to demonstrate their competence when they are employed and during their employment, and are required to register for NVQ in Care training within six months of employment.  Managers are obliged to achieve NVQ Level 4 in management by 2008. All other employees receive training appropriate to their work, and are employed in accordance with the code of conduct and practice set out by the General Social Care Council.


MAKING A COMPLAINT & GIVING A COMPLIMENT

We believe that complaints and compliments are a valuable indicator of quality of service, and an opportunity to improve that quality.  We assure all Service Users that no-one will be victimised for making a complaint, and we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary.

What is a complaint?

At Merseycare Julie Ann we want to know of ANY concern, dissatisfaction, worry or niggle, however slight felt by anyone with whom we have dealings with.  Only by knowing of these can we provide an explanation or put things right.  Whether you are a Service User, relative or agent, a volunteer, a trade contract, or whoever, we want to know of ANY concerns you may have!


How do you complain?

In the first instance, we hope that you will feel able to come to us with your concerns.  Please ask for ANY senior member of our staff, who have been instructed carefully as to what to do if anyone expresses any concern or complaint.  Please bear with us if something else important is happening at the time, as we will want to pay proper attention to what you have to say and may ask you to wait for a short while.

It may be that your concern or complaint is about a matter, which can be resolved easily, and that you will be happy with the verbal answer given.  Our senior staff have been instructed, however, to make a written report, even of
easily resolved matters, which includes a description of the concern or complaint and the answer given the way it was resolved.  Please do not be put off if we need to take some notes.

It may be that you consider whether or not you would prefer some time to think about it and put it in writing, if you do, we prefer that you address it to the Senior Manager or Proprietor.  However, you are still free to express such concern or complaint verbally to senior staff if you wish.  In this case however, senior staff must make proper notes.

Any concerns or complaints received in writing will receive a written reply, whether or not a meeting has taken place to discuss any points raised.  If you want a written reply to a verbally expressed concern or complaint, please make this plain at the time.

You are also free to ask that your concern or complaint be made known to the Senior Manager or Proprietor verbally.  If they are not on duty at the time,  we will do this as quickly as possible.


What happens to a complaint?

As indicated above, all concerns and complaints received by our senior staff must be noted, together with a description of any action taken, and will be reported to the Proprietors within 24 hours.  In this way, all concerns and complaints will be treated seriously and may be used to modify our future operation where appropriate.

If you have a complaint, please contact us at:

Merseycare Julie Ann Ltd.,
306 Aigburth Road
Liverpool
L17 9PW
Tel No:            0151 726 8060
 Fax :                0151 726 2460
Email :            rosie.robinson@mcja.co.uk
         

Contracting Authority:
The person to contact is:
The Complaints Officer,
Liverpool Social Services Directorate,
Municipal Buildings,
11 Dale Street,   
Liverpool,
L1.


Registration Authority:
If you have a serious complaint that we have not put right to your satisfaction, then you can take the matter up with the:
Care Quality Commission ( CQC )
North West Regional Contract Team
Unit 1
3rd Floor
Tustin Court
Port  Way
Preston
Tel :


The Ombudsman:
Beverley House,
17 Shipton Road,
York, YO3 6FZ.
Tel No:    01904 663200

Advocates

Service Users will be given access to external agents who will act in their interests to help them solve problems, discuss concerns etc.  The Registered Manager will be happy to provide information on local advocacy groups and other support networks.

These people can be independent ‘go between’ in any dealings you may have with us and Social Services.