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SureCare Community Services Ltd.

This document may not be reproduced in whole or in part without the written
permission of SureCare Community Services Ltd.
Copyright 2023 SureCare Community Services Ltd. All rights reserved.
SureCare Community Services Ltd, Suite 1, 2nd Floor, Maple House, Park West
Business Park, Sealand Road, Chester CH1 4RN
Tel 01244 321199
Email [email protected]
Website www.surecare.co.uk
Each SureCare franchise office is independently owned and operated.
Compliance with United Kingdom law is each franchise owner's responsibility. The
SureCare franchise system is a network of locally owned franchise businesses that
provide a range of community-based services. These can include help around the
home, personal care, and companionship. Alternatively, we can provide a variety of
other non-regulated care and support services. For example, babysitting, supporting
with a mobile creche or temporary agency staffing. If you have an interest in any
of the above, please speak with your manager.
You are employed as a care worker by an independently owned and operated franchise
business under a registered trademark, "SureCare" which will be referred to as "the
company", "our" or "we".
You are not employed by SureCare Community Services Ltd, or SureCare, Your employer
has a license to use the SureCare brand name.
Name of company: -
Contents
Section 1 - Values, Aims and Objectives
Our Values, Aims and Objectives
1
How We Deliver On Our Vision/Mission Values
1
Client/Service User Rights
2
Section 2 - Mandatory Core Standards
6
Completing Daily Support Records
6
Reporting Accidents and Incidents
8
Confidentiality
8
Dress Code
9
Handling Money
10
Gifts and Gratuities
11
Smoking and Alcohol
12
Planned Absence
12
Unplanned Absence
13
Co-operating With Other Providers
15
Customer Charter
15
Customer Care
17
Section 3 - HR Procedures
18
Employment
18
Grievance
18
Disciplinary
19
Pay
19
Timesheets
19
Equal Opportunities
20
Training
20
Supervision
21
Appraisal
22
Private Work
22
Data Protection and Access to Your Records
22
Harassment
22
Section 4 - Guidance and Procedures to Safeguard your Clients/Service Users
24
Consent to Care, Treatment and Support
24
Emergency Procedures
25
No Response Procedure
27
Regular Work Pattern
Client/Service User Finances
29
Confidentiality
30
Recognising the Signs of Abuse 31
Child Protection 36
36
Whistle Blowing
Section 5 - Health & Safety Guidance/Policies
38
Health and Safety
38
Care Workers' Safety 39
Car Insurance for Business Use
40
Personal Protective Equipment (PPE)
40
Control of Substances Hazardous to Health (COSHH)
Risk Assessments and a Safe Working Environment
Electrical Equipment
43
Gas Appliances
43
Household Refuse/Recycling
43
Bathing and Showering
48
Bed Bathing
Pets 54
Hygiene and the Prevention of Cross Infection 54
Hand Decontamination for Home Care Workers
55
Food Hygiene and the Preparation of Meals 58
Nutrition and Diet 59
62
Identification Badges
Access to Premises Occupied by Client/Service
62
Users Receiving Support
64
Key Holding and Security
65
Manual Handling
Medication 66
75
Quality Assurance
75
Record Keeping
76
Reporting Changes Within Care
Challenging Behaviour 76
Mental Capacity
78
Dear Care Worker,
Welcome to SureCare, the UK's trusted source of home support, providing client/
service user care and companionship for people at home. SureCare is committed to
providing the highest quality of service to our clients.
Please be sure to read your handbook carefully and keep it where you can refer to
it as you need to. It is full of useful and important information that will help
you to do your job.
As a care worker, you will be an important part of assisting your client in 41
maintaining their independence in the comfort of their own home for as long 41 as
possible. 42
The three factors we use to provide our clients with one of our care workers are;
· availability
· reliability
* compatibility
Our staff take pride in making the best match for everyone involved.
Our care workers really do make a difference in the lives of our clients. We
believe you are our greatest asset, and our success comes in part from hiring the
best care workers. You have joined a team of the most dedicated, caring and
compassionate people in the local community. As well as training and developing you
as a first-class care worker, it is our mission to employ care workers that are
trustworthy and have the same company values and goals.
Our staff are available to encourage and support you, including being there to
auwer any questions or concerns that you may have. Please call us at any time if
you have any concerns or questions.
Congratulations on your decision to join us.
The SureCare Team
Comments. Complaints and Compliments
37
Section 1 - Values, Aims and Objectives
Our Values, Aims and Objectives
Vision To be the UK's leading home care service provider.
Mission Providing our clients with outstanding home care services that help to
maintain their quality of life, promote their independence and protect their
dignity.
Values Integrity - Being true to our word. Respect - Valuing all those we serve and
recognising their individual needs. Passion - Performing our duties
enthusiastically in pursuit of our goals. Teamwork . Communicating effectively and
working together positively with humour and fun.
How We Deliver On Our Vision/Mission Values
1. Keeping focused on our clients/service users. SureCare aims to provide care.
assistance and support in ways that have positive outcomes for clients/service
users whilst promoting and encouraging their active participation. Everyone must
have options available to them to remain at home.
2. To ensure SureCare is fit for purpose. SureCare examines our operations
constantly to ensure that we are successfully achieving our stated aims and
objectives. SureCare encourages feedback from our clients/service users, their
relatives, friends and representatives.
. SureCare aims to provide a tailored package of care and support that contributes
to the overall health and well-being of our clients/service users whilst
licorporating individual needs, preferences and choice. SureCare will work in
partnership with other services and professionals to support our clients/service
went in maximising their full potential by promoting independence and, flerever
possible, participation in their local community.
4. Before SureCare can deliver services and in order to meet clients'/service
users' outcome-based needs, we ensure that their needs and preferences are
thoroughly assessed. SureCare also ensures that their individual needs and
preferences are thoroughly assessed and re-assessed frequently and that the care
support provided has the flexibility to respond to any changing needs or
requirements.
5. To provide quality services, SureCare is fully committed to delivering high
quality services and continuous improvement systems in the level of care,
assistance and support offered to the clients/service users.
6. When employing a quality workforce, the standards for our managers and staff are
based on the government's legislation set in the National Care Standards for the
care industry. The term "client/service user" is used to refer to individuals
living in the community who, through age, physical or mental impairment, or
disability, require a support service in order to enable them to live independent
and fulfilled lives. Clients/service users are also referred to as "people
receiving care or support".
Client/Service User Rights
Clients/Service users have the right to:
Privacy
An individual's right to privacy involves being free from intrusion or unwelcome
attention.
Privacy can be maintained by:
· The sensitive delivery of a client/service user's care tasks.
· The adherence to strict codes of confidentiality.
· The proper keeping and storage of records.
· Being granted express consent to deliver any care and support (paying particular
attention to personal care and administration of medication), when entering a
client/service user's property and rooms within the property.
· Abiding with the client/service user's right to not interact, or be disrupted by
a worker if they are entertaining or engaged in an activity that should not be
interrupted.
· Respecting that a client/service user's home and possessions are private and our
care workers are guests.
. Observing the client/service user's right to make telephone calls without being
overheard or observed by a care worker.
Dignity
Respecting dignity involves recognising the intrinsic value of people as
individuals and the specific nature of each client/server user's particular needs.
Our staff will maintain individuals' dignity at all times by:
· Treating each client/service user as a valued individual,
· Helping client/service users to present themselves to others as they want.
through assisting them with dressing, make up, hairdressing, manicure etc.
· Minimising any feelings of inadequacy, inferiority, and vulnerability which
clients/service users may have, through age, disability or status.
· Compensating for the effects of disabilities which a client/service user may
experience with communication, physical functioning, mobility, and appearance.
· Dealing with sensitive situations in a dignified and respectful manner.
· Treating the client/service user with the sort of respect which reinforces the
client/service user's individual characteristics, addressing them and introducing
them to others in their preferred style.
* Responding to specific cultural demands and requirements.
· Maintaining relationships, which are warm and trusting, but appropriate to the
relationship of worker to client/service user's independence - this means having
opportunities to think, plan, act and take sensibly calculated risks without
continual reference to others. Even though an individual is receiving domiciliary
care it does not mean they lose their independence.
We will promote independence by:
· Providing information to enable them to make informed decisions.
· Ensuring that their consent is obtained for support to be provided.
· Providing as tactfully as possible, human or technical assistance when it is
needed.
· Maximising the abilities our clients/service users retain for self-care, for
milependent interaction with others and for carrying out the tasks of daily living
* Helping our clients/service users to take reasonable and fully thought out risks.
+ Encouraging the client/service user to have access to and contribute to the
Hetends of their own care.
2