• Handa Homecare Aims and Objectives
• The Nature of Services Provided
• Statement of Good Practice
• Services provided
• Quality Assurance
• Names and addresses of registered provider and registered manager
• Relevant qualification and experience of registered provider
• Complaints Procedure
• Health and Safety of carers
At Handa Homecare we offer home-care service for yourself, your loved ones, and your relatives whether they're dealing with a disability or an injury, our friendly carers can help whenever they are needed to ease the load of daily chores. They can also aid in maintaining your independence and maximise your quality of life. Our domiciliary care service is available across London and the South East for now but will soon be nationwide. If you are looking for a reliable home care service call us on 02085007199 or after-hours mob. 07951241394 to find out more or visit our website https://handahomecare.co.uk/p> or write to [email protected]
We achieve this by promoting a standard of excellence which embraces fundamental principles of good care practice that is witnessed and evaluated through the practice, conduct and control of quality care in the domestic environment
Care is provided in partnership with service users, their family and friends and significant others respecting service users diverse needs and aspirations, preferences and choices. It is standard practice that a senior member of Handa Homecare visits the service user prior to commencement of service to carry out an assessment of needs. With information gathered a Care Plan is formulated detailing how best to meet the identified needs of the individual in a personalised way with dignity and respect. A copy of the finished Care Plan is given to the individual to read and confirm before it is implemented.
Aims and Objectives of Handa Homecare
Person centred care tailored to meet the needs of individuals forms the basis of services we provide at Handa Homecare and all staff are committed to meeting our aims and objectives, i.e.
• To provide a service of the highest quality that will improve and maintain the overall quality of life to the service users in our care.
• To ensure the service users wishes and values are respected in matters of religion and culture, marital status, political affiliation, sexuality and sexual orientation, race and ethnic origin, disabilities or impairments.
• To match service users with their nominated carers as near as possible and to respect the need to change in the event they are not compatible.
• To ensure all service users are involved in the preparation of their support plan which will be regularly reviewed and adjusted accordingly. Service users are made aware of the complaints policy, the procedure for making comments, compliments and complaints.
Nature of Services Provided
At Handa Homecare we have trained NVQ level II staff who work according to the service users plan of care. Each service user has an assessment of needs prior to service provision to determine what is important to them, the level of independence, what they can and cannot do, their wishes and aspirations are upheld. These assessments will be the information used to formulate a Care Plan that is person centred to the individual, respecting privacy and dignity whilst at the same time promoting independence. At Handa Homecare we believe that for services to be effective they should be based on sound values and principles and an understanding of the fundamental needs of the service users. Those values are: -
• Services are designed around the individual; they decide what is important to them and how they would like to achieve this. Some services due to individual constraints would undergo risk assessments to ensure the risks do not outweigh the benefits to the service user and is manageable. Recommendations are then put in place and activity(ies) commenced.
• The rights of service users are respected in line with the Equality Act 2010, they are protected against discrimination and reminded of the protection it serves. Service users have a right to be treated with dignity and respect in all interventions of care.
• Service users have responsibilities themselves to ensure they participate in the formulation of their plan of care taking into account their own capabilities and constraints .
Fulfilment and Risk taking
• Service users are encouraged to take risks which are manageable after a risk assessment is done and recommendations documented to enable them to maximise their independence and fulfil their aspirations and goals.
• For the service to be effective service users have a right to speak out without fear of recrimination. After all, this is their care ‘there’s no me without me’ to ensure the service is personalised in order to promote independence.
• It is not disclosing information about a service user to anyone who should not know or does not need to know. At Handa Homecare we ensure we abide by confidentiality policy. All confidential information about a service user is treated respectfully and their rights to confidentiality is respected and can only be shared on a need to know basis.
Statement of good practice
At Handa Homecare our philosophy is to reflect and promote the values that focus on the individual service user in a personalised way. We do this by:
• Formulating a robust plan of care with the individual’s involvement to ensure they are at the centre of everything we do, after all it is their care, so they have a right to choose what activities they like doing which promotes independence and meets their needs.
• Our staff thrive to ensure the fulfilment of aspirations, goals and ambitions of service users daily living needs including the chance to learn new skills are met.
• Staff respecting the individuality of service users by not discriminating on the grounds of sex, sexual affiliation, race, age, ethnic origin, disability, political affiliation but by celebrating our differences.
• Staff actively listening to the service users when interacting with them to meet their needs at all times.
• Staffs good time keeping and not making any false promises they cannot keep.
• Assistance with washing, shower, bath, bed bath, dressing and undressing, denture care, grooming, transfers from chair to bed and bed to chair, assistance with use of commodes, incontinent pads changing, nail and hair care.
• Assistance with the administration of prescribed medication to those service users who are unable to self-medicate.
• Application of medical creams
• Storage and disposal of medication.
Meal Preparation + eating and drinking
• Assistance with cooking meals according to dietary requirements. For service users who are unable to feed themselves, staff assist in this regard.
• Assistance with laundry, ironing, bedclothes changing, hoovering, mopping, clean and pack away dishes, grocery shopping
Living – In - Care
• One staff lives with a service user for a period of e.g. one to two weeks alternating with other staff when on break. The staff will be assisting service user with all activities of daily living. This includes but is not limited to, personal care, transfers, eating and drinking, domestic duties, meal preparation, grocery shopping and any identified needs service users might have.
Escort to Hospitals, GP/short holidays
• Staff escort service users to GPs surgeries, Hospitals or short holidays both inland and abroad with prior arrangements.
At Handa Homecare we are committed to ensure that services we provide continue to meet the service users’ needs and we achieve this by carrying out satisfaction surveys with the service users, or face to face meetings with their family/ friends present, provide them the opportunity to make comments, complaints and compliments. We review each plan of care after six months or sooner should changes occur in service user’s wellbeing and the care plan is updated accordingly.
Staff have regular supervision, staff meetings, training in order to keep informed and to enhance their knowledge and skills.
Name and address of provider and registered manager.
Handa Homecare Ltd.
24 Aragon Drive
email: [email protected]
Out of hours Tel: 07951241394 / 07961162353
The responsible individual/ registered manager is Tichaona Danha, Company Director and can be contacted during office hours at the above address.
• NVQ in Health and Social Care level II, III
• Training, Assessment and Quality Assurance (TAQA)
• Certificate in Management
He completed the following statutory courses which are updated accordingly when required:
• Dementia Awareness
• Challenging Behaviour
• Safe Administration of Medication level II
• Basic Autism Awareness
• Basic Fire Safety
• Domestic Abuse Awareness
• Equality and Diversity
• Infection Prevention and Control
• First Aid
• Manual Handling
• Safeguarding Adults at Risk
• Safer Recruitment and Mental Capacity Assessment.
Tichaona has around 20 years’ experience of working with young adults and elderly service users who due to age, sickness or disability are vulnerable and would find themselves very hard if not difficult to lead normal lives. He has worked with old people and those who portray the following conditions:
• Autism & epilepsy
• Attention Deficit Hyperactivity Disorder (ADHD)
• Learning Disability and physical disability such as stroke victims or those born with a disability.
All Handa Homecare staff are fully qualified, have NVQ in Health & Social Care Level II or if they do not have on commencement of post they need to show proof that they are working towards one.
Staff have on the job training in statutory courses such as:
– Skills for Care Common Induction
– Service user’s Needs (Person Centred Care Awareness)
– Abuse Awareness
– Role of Care Worker
– Challenging Behaviour
– Health and Safety
– Safe Administration of Medication
– Personal Care
– Safeguarding Adults at Risk
– First Aid
– Manual Handling
– Food and Hygiene
– Infection Prevention and Control
– Control of Substances Hazardous to Health (COSHH)
– Reporting of Incidences and Dangerous Occurrences Regulations (RIDDOR)
Specialist courses such as catheter care, Percutaneous Endoscopic Gastronomy (PEG) feeding are provided by staff who undergo special training in that field and deemed competent before attending to service users.
Staff have regular one to one supervision where they clarify work related issues and identify training needs which links to their Personal Development Plans and enhances their knowledge and skills.
Complaints, Comments & Compliments
Quality service rests on the satisfaction of individual service users who are given forms on commencement of service to fill in either complaints, concerns, comments and/ or compliments whenever they need to.
Types of feedback such as comments and compliments are usually positive and will be taken on board with a room for improvement of service.
If it’s a complaint, then the Complaints Procedure highlighted below is to be followed. Service users are encouraged to complain without fear of reprisals should they find unsatisfactory practices. This together with other forms of feedback by the service users is the basis on which to attend to any shortfalls and make improvements to the service.
Formal complaint will have a time for investigation and response to ensure issues are dealt with diligently to keep the service users satisfied.
1. Service users and their family and friends are encouraged to complain without fear of reprisals.
2. If the complaint is about the service provision then the first port of call is to talk to the staff member providing service.
3. If the problem cannot be resolved or if a service user feels staff is unable to offer solution, then they should contact Handa Homecare registered manager.
4. At this stage it would be regarded as a formal complaint so record it and send it in writing to the registered manager.
5. On receipt of a written complaint the manager response will be within a week acknowledging the complaint and the steps to be taken resolving it.
6. If no immediate solution is found the complaint is investigated fully and a letter written to you within three weeks the findings, actions taken and proposals on how to resolve your complaint.
7. The company Director will review all complaints to ensure a satisfactory conclusion has been reached.
8. It is Handa Homecare’s policy to review all concluded complaints after three months, the company Director contacts the complainant to ascertain that they are satisfied with the outcome and if the services have improved.
9. If somehow, you’re not satisfied with the outcome and your payment is being subsidised by the Council then you would be referred to the issuing authority, Customer Services of Redbridge Council but if you’re paying privately then you would be referred to;
Local Government and Social Care Ombudsman, you can either call on 0300 061 0614 and get a postal address and write or email them at www.Igo.org.uk
Refusal of care circumstances
Sometimes there can be situations where refusal to provide care is the solution. This could be as a result of one or more reasons why care could not be provided. It could be
• The home is not safe to work in (environmental factors)
• Service user suffers from diseases which could be infectious
• The service user’s behaviour would be deemed as unsafe for staff to work in
These are circumstances in which services would be withdrawn and is a consequence of risk to the health and safety to service users as well as carers.
In the event that a staff is off sick we would endeavour to find cover and ensure compatibility with service users in order to limit staff turnover which is not to favourable to service provision.
Handa Homecare on
Out of hours: 07951241394 / 07961162353
Email: [email protected]