Policies and Procedures
Rest Assured Homecare are committed to providing the best possible care to our Service Users together with the very best working environment for our members of staff.
In order to reach and sustain this level of commitment we have implemented first class standards, policies and procedures.
We invite you to examine the way we do things and we are always looking for ways to improve so if you have any comments please don’t hesitate to contact us.
Policies & Procedures
At Rest Assured Homecare we have a full and comprehensive list of policies and procedures in place to safe guard both Service Users and our Domiciliary Care Support Workers. If you would like to know more detail please do not hesitate to contact us and a member of our friendly office team will be only to happy to help.
To ensure that Rest Assured Homecare offers a high-quality service to our Service Users we have the following procedures in place:
- Care plans are reviewed annually or more often if required. The Registered Manager will attend any case conference if requested to do so. Service Users or their relative / advocate(s) will be asked to complete our quality assurance questionnaire at least once per year.
- Rest Assured Homecare have a comprehensive complaints policy and procedure. To find out more about making a complaint please visit the Compliments and Complaints section of this website.
- All care staff have received training in the delivery of service and are encouraged to continue their training. They also receive regular supervision and yearly staff appraisal.
Service Users and/or their relatives/advocates are encouraged to contact us if they do not understand or feel satisfied with any aspect of their care. There is always someone on call to assist and our office hours are 9am – 5.30pm. Please be aware that out of office hours are for emergencies only.
Withdrawal of Service
Rest Assured Homecare is committed to providing a reliable, flexible and effective service to all Service Users. Every effort is made to ensure that the specified service is delivered in the agreed manner at the correct time and place. However, there are a number of particular instances when Rest Assured Homecare reserves the right to withdraw or refuse a service. These occasions are described below:
Concern for the Service User
Where Rest Assured Homecare Care Management believes the stipulated pattern and/or type of care to be inappropriate to the needs of the Service Users and/or prejudices their continued health and well-being.
Concern for Care Staff
2 .1 Health & Safety
Where the environment in which the Care Staff are required to work is likely to affect their health and safety.
2 .2 Violence
Where there is a real threat of physical violence to Care Staff.
2 .3 Verbal and/or Verbal Sexual Abuse
Where the Service User and/or friends/relatives of the Service User direct continued verbal abuse towards Care Staff.
Where correctly presented invoices are not paid within the prescribed period. In these circumstances Rest Assured Homecare always endeavours to adopt an understanding approach to personal financial difficulties.
Notification of Refusal or Withdrawal of Service
Refusal of service will be notified, in writing, at the earliest opportunity following the Service User’s request for a service, along with the reason for the refusal. If satisfactory guarantees can be provided by the Service User or Service User’s representatives that ease the identified area of concern then the provision of service will be reviewed.
Reason(s) for the withdrawal of a service will be notified immediately in writing to the Service User, their representative, GP or Care Manager where appropriate, and Rest Assured Homecare management. This procedure will only be varied if there is immediate risk to the Care Staff’s welfare.