Policies, Procedures and Complaints

The Company’s key policies and procedures

The Company is required to undertake its work according to standards and regulations under the supervision of the CQC. These regulations and standards require us to have in place a set of policies, procedure and processes which help everyone involved in your care understand what is expected of them. Policies and procedures are provided to staff and to individuals who use the service by request of the Registered manager. The key policies and procedures relating to the services we provide, and which govern the way in which we operate include but are not limited to:

  • Anti-bribery, Gifts and Wills
  • Business ethics
  • Complaints
  • Consent to care and treatment
  • Dealing with violence and aggression
  • Dignity and respect
  • Disclosure and barring
  • Good governance
  • Infectious diseases
  • COVID-19 and other infectious diseases
  • Manual handling
  • Medicine assistance and administration
  • Person centred care
  • Quality assurance
  • Risk assessment
  • Safe care and treatment
  • Safeguarding

Complaints, Compliments and Suggestions

Our commitment to you is to deliver the agreed plan of care in a timely and consistent way. We hope that we will achieve these objectives 100% of the time. However, there may be times when in your opinion we fall short of this commitment and if this happens, we hope you will let us know straight away. We are happy to receive complaints either orally or in writing and our policy on handling complaints which includes information about how to make a complaint will be provided upon request. Just ask your Carer or contact the Registered manager. Equally if you feel that our services deserve praise, we hope you will tell us. We hope that any complaint that you might have is discussed with us first and a summary of the Complaints procedure is attached.

Fees, contracts etc.

Before providing any service, we will provide you in writing with our Standard Terms of Business, and Agreement representing the care to be provided, a clear indication of the fees involved and the identification of those responsible for paying them, when and how often. The Agreement includes information relating to the following Key Terms and Conditions: