You should expect the following standards of service from the organisation providing your home care:
- To be involved in the preparation of your 'support plan'. A care plan is a record of the help you need. You will be given a copy of it before your service starts
- That your 'support plan' will involve an assessment of anything in your home that might be a risk either to you or to staff
- That staff will be trained and supported so that they can carry out their jobs properly. They will have written procedures and policies for the services they provide
- That efforts will be made to make sure that you do not have too many changes of staff
- That staff who work in your home will be covered by Public Liability Insurance
- That a review of your service will be carried out within six weeks and one a year after that. You can ask for a review at any time if you feel your needs have changed.
The home care staff are the people who come into your home to care for you. You should expect the following standards of service from them:
- Show an identity card to you. Don't let anyone in who does not have one
- Know about you and the help that you need when they arrive
- Try to keep to the arrangements made for your services. If there are changes, they will try to let you know
- Not smoke in your home
- Give you a telephone number to use in an emergency or to speak to someone about day to day issues
- Know basic information about other services that might be useful to you.