Your Care Team
In order for you to receive quality care, the Care Manager will establish your preferred name, personal circumstances, personal history, and social and medical circumstances. Previous work and hobbies, preferences with regard to activities and food will be noted and a personal Care Plan will be discussed and agreed with you. Your Care Manager or an agreed Care Coordinator will be the main point of contact for you and your principal carers/relatives, and will be available to answer any questions, to support your daily care routine and to simply have a chat with you whenever you so wish. They will also arrange for meetings to review your Care Plan periodically with you, and your family or friends, if you wish.
The Care Manager or Care Coordinator will arrange for your carer(s) to be introduced to you and your care plan. As previously stated, the carers allocated to support you will be chosen in order to match their skills and personality with your needs and preferences, and also to minimise travelling distance in order to support good time attendance.
Obviously not everyone gets on with each other. If you are unhappy with a carer, for whatever reason, please bring this to the attention of the Care Manager or Care Coordinator. The matter will be res olved sensitively and confidentially, and a new carer will be assigned to you, if this is appropriate.
We believe that concerns, complaints, suggestions and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. A copy of the full complaints, sug gestions and compliments policy and procedure will be explained to you and your representatives at the beginning of the service. You can find your copy, in your preferred format, in your Flexicare Home File. Blank forms are also provided for your convenience.
We encourage people who we support to instigate the complaints procedure whenever they feel it is necessary and we do not wish to confine complaints to major issues. We assure you will not be victimised for raising a concern or complaint. We encourage you to comment when relatively minor concerns are a problem, such as not having your tea served in the manner you would prefer. It is our policy that all matters that disturb or upset you should be reported, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.
You are encouraged to forward suggestions. This helps us to further improve our service delivery. We welcome compliments as they help us identify what we are doing well, and for whom and by whom. Such feedback also boosts employee’s job satisfaction and maintains their commitment to providing excellent service at all times.
for more information.