Client Information

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We Will:

Respond honestly and quickly to staff requests.

Only send staff with the right, skills, training and experience.

Deal with complaints professionally and through to resolution.

Listen to you, and what you need.

Shape our service so that we deliver the service that you want and the very best service that we can.

We are committed to delivering the highest quality of Care but can only do that through the excellence of our Clinicians and staff.

We are bringing together a collective skill set that through responsive, safe services will set us apart and ensure that we are second to none.

We value everyone equally and the values that we have regarding our Clients and Service Users will also be the values by which we will work together with our Clinicians and Staff, they with your Staff and the wider multi-disciplinary teams.

We support your needs by listening to you and respecting your choices.

Our experience in delivering services to both the public and private sector means we have the capability to deliver services to all care environments, so whether you are an individual seeking home care, a nursing, residential or care home, a private hospital or NHS Trust we are able to support you. We recruit specifically to meet your needs and have Clinicians of all disciplines from all care settings.

We aim to provide safe, quality care that enables Service Users to receive individualised nursing care and support in their own homes. It is really important that when doing so we are conscious of others that may also live there and we must be respectful and minimise any disruption for the entire household taking into account every individual’s views, personal circumstances and needs.

We supply many NHS Trusts from Communities, General, Medical and Surgical wards right through to NICU, Paediatrics, Intensive and Critical Care, A&E, Theatres, Anesthetics and Recovery. We also supply Mental Health NHS and Private Providers and can therefore also offer the Acutes one to one specialling.  

We ensure that our Clinicians have all the mandatory training required by the NHS and our Clients and all training is aligned to the UK Core Skills Training Framework. In addition we work with Clients to incorporate any Client specific training that might be required. We also offer additional training courses that will ensure our Clinicians are proficient and up to date with changes and current best practice. We hold Clinician led workshops and share knowledge and experience to ensure that all of our teams know and understand the needs and desires of our Service Users. Quality approved training is fundamental to delivering good, safe care and is available to both our Clients and Clinicians.

For all our services our key objective is to deliver safe, quality services that are responsive, caring, well led and effective. We want to be a service that people have confidence in, trust and choose. To do this we have set the following objectives in place:

Targeted Recruitment 

Identifying skill sets and transferable skills to ensure that our staff are only placed in the clinical settings that they have the knowledge, experience, training and appropriate skill set for.

Stringent Compliance 

We follow the NHS Employers Checks for our recruitment and have in addition added annual DBS, eligibility and identity checks, additional training requirements and annual referencing. This ensures that we do everything possible to recruit well qualified fully endorsed staff for whom we have a complete and verified work history. We undertake these checks to ensure the ongoing safety of our Clients and Service Users.

Quality Assurance 

Being committed to the safe delivery of care, we have dedicated Quality Assurance led by experienced Clinical Lead Nurses and the Company Directors.

Supported through:

Clinical Governance Forum

Client Feedback, Service Reviews

Clinician Appraisal 

Complaints Monitoring and Corrective Actions Log

Reflective Accounts and timetabled Peer-to-Peer discussion groups.

Appraisal based on KPI’s set to reflect our Service Reviews and accounting for client-specific nuances – training, changes in care needs

Robust Recruitment and Compliance

Internal Auditing Procedures

Staff and Clinician Training

Sharing Knowledge and Best Practice through Clinician led workshops

Continuous Assessment and Improvement

Cyber Essentials Compliant

Quantifying Competency Levels

In setting service standards / KPI’s our aim is to:

Understand our Client’s Needs

Be Responsive

Be Objective

Be Consistent

Fair to all

Take account of our Service User Promise of quality and delivery expectations.

Take account of our Business Objectives.

This is supported through our Appraisals, Feedback, Training, Personal Development and Nurse led Workshops.

We use our policies and procedures to define process, have clear business objectives and share Best Practice.

Regulations and Responsibilities

What are our responsibilities and what is expected of us?

To understand all of the legislation that applies to delivering safe care services, agency workers, and employment services. We stay abreast of legislative changes and have regular legislation update meetings to incorporate any changes minimising the impact on services and mitigating risk. We are all responsible in complying with the regulations and we are committed to supporting our Clients in their obligations under legislation and CQC.

 https://www.cqc.org.uk/ 

 http://www.legislation.gov.uk/