Middlesbrough. moving forward. Personal Home Care. Middlesbrough Council. Department of Social Care

Transcription

1 Middlesbrough moving forward Personal Home Care Middlesbrough Council Department of Social Care

2 Introduction This brochure is about the Personal Home Care Services in Middlesbrough. It will help you choose the Personal Home Care Provider for either yourself, a family member or someone you care for. We want to make sure you have enough information to choose the Personal Home Care Services you want to receive or recommend to someone. Quality Standards Middlesbrough Council Quality Star Rating We have given a quality star rating to the Personal Home Care Services we contract with in Middlesbrough. The lowest quality star rating is one star and the highest is five stars. During 2013 we looked at four specific areas in the annual Quality Review and gave scores for each. What people who use the services have told us about their experiences in our annual quality review surveys. (30% maximum available score) What the representatives of people who use the What the representatives of people who use the services have told us about their experiences in our services have told us about their experiences in our annual quality review surveys. annual quality review surveys (30% maximum available score) What staff who deliver the services have told us about What their experiences staff who deliver in our the annual services quality have review told us surveys. about their experiences in our annual quality review surveys (15% maximum available score) 1

3 The Council s operates electronic contract contract monitoring. procedures. This is This a system is undertaken that requires by a contract each carer review to telephone officer who in matches their arrival the service and departure delivery times against from the the contract service giving user s an home. overall The % call figure can for only each be made service. from a landline telephone in the service user s home; there is no charge for this telephone call. This allows us The overall to monitor score that then the tells carer us the is staying Quality for star the Rating: amount of time they should be and that they are attending at the time you have agreed with them. (25% maximum 1 Staravailable The service score) is very poor The overall 2 score Star then tells The us service the Quality is poorstar Rating: If the score is 1 Star 3 Star The service The is good service is very poor % If the score is 2 Star 4 Star The service is very The good service is poor 68.6% % If the score is 3 Star 5 Star The service is The excellent service is good 77.2% % If the score is 4 Star The service is very good The quality 86.3% rating - also 94.9% affects the price the Council will pay for each If hour the score of Personal is Home Care provided. 5 Star The service is excellent 95% - 100% The quality rating also affects the price the Council will pay for each hour of Personal Home Care provided. 2

4 The results for the Quality Review ew are as follows; Allied Careline Care UK Comfort Call Direct Health Mears 4 Star 4 Star 4 Star 4 Star 4 Star 4 Star Care Quality Commission (CQC) The CQC checks Personal Home Care Providers against five standards. The results from recent inspections can be found on the CQC website search for the provider and ensure it is your local branch e.g. Stockton or Middlesbrough. Personal Home Care Services What is Personal Home Care? Personal Home Care is advice and practical help for people living in Middlesbrough. The aim of the service is to enable people to live in their own homes independently for as long long as possible. as possible by providing domestic help & personal care to people. 3 3

5 Who can have Personal Home Care? Personal Home Care can be provided to people who have: Physical disabilities Mental health problems Learning disabilities HIV or AIDS Or who are: Visually impaired or blind Hearing impaired or deaf Vulnerable or frail older people What Personal Home Care can I have? The first step to make sure you receive the right support is arranging for us to properly assess your needs. You can telephone us on ( ), call in person or ask someone else to do this for you. More information on how we assess your needs can be found in our leaflet Assessing Your Needs. You can download a copy by visiting Alternatively you can request a copy of the booklet by ing socialservices@middlesbrough.gov.uk or by telephoning Assessing Your Needs Middlesbrough Council Department of Social Care 4

6 What help is available? Personal Home Care Providers and Privately Employed Personal Assistants offer a wide range of services such as assistance to get washed and dressed, help you eat or help with cleaning your home. There is a checklist of all of the services that the contracted Personal Home Care Providers can give on page 15 of this booklet. If you choose to employ a Personal Assistant with your Personal Budget, you and the Personal Assistant will agree the support you need. How do we decide who receives our support? As we have limited resources, not everyone that seeks support from us will be able to get the exact help or service that they have asked for. We must make the people who need our help the most our priority. The national guidelines from the Department of Health that make sure our services are provided fairly and to the people that need them most are called Fair Access to Care Services (FACS). The criteria are applied to all adult services excluding carers services. The criteria cover six areas; health problems; ability to control your environment; abuse or neglect; 5

7 Middlesbrough Council personal or domestic care; social and employment and dangers including any threat to life. For each of these areas your level of need will be identified as either: Critical Substantial Moderate Low. Unfortunately due to the demand for services in Middlesbrough they are only provided to those whose needs are considered Critical or Substantial. For more information about eligibility criteria please read our Fair Access to Care Services booklet available at Alternatively you can request a copy of the booklet by ing socialservices@ middlesbrough.gov.uk or by telephoning Fair Access to Care Services (FACS) Department of Social Care 6

8 Who will provide my Personal Home Care? There are six Personal Home Care Providers that have a contract as a preferred provider with Middlesbrough Council to provide Personal Home Care. They are: Provider Address Telephone Allied (01642) teesvalley@alliedhealthcare.com Unit 8 River Court Brighouse Road Brighouse Business Village Middlesbrough TS2 1RT Careline (01642) info@carelinehomecare.co.uk 120 Crescent Road Linthorpe Middlesbrough TS1 4QS Care UK (0333) stockton@careuk.com North East Customer Centre 1st Floor Park View House Front Street Longbenton Newcastle NE7 7TZ 7

9 Provider Address Telephone Comfort Call (01642) Thornton House Cargo Fleet Lane Middlesbrough TS3 8DE Direct Health (01642) Norton Rd Stockton-On-Tees TS18 2DE Mears (01642) Wellington Suite 6 House Falcon Cargo Fleet CourtOffices Preston Middlesbrough Farm Industrial TS6 6XH Estate Stockton-on-Tees TS18 3TS What is a Preferred Provider? They are Personal Care Providers that work in partnership with the Council to deliver services that have increased service standards in their contracts. Or you can choose a different Personal Home Care Provider or your own Personal Assistant by employing them yourself. 8

10 Will I have to pay for Personal Home Care? You may be able to have all or some of your Personal Home Care paid for by the Council. We will decide this by doing a financial assessment that is carried out by a member of the Council staff. You can request a financial assessment by contacting us on ( ). More information about the cost of services can be found in our leaflet The cost to You: Fairer Charging Policies for Personal Budgets, Home Care and other Non-Residential Services available at Alternatively you can request a copy of the booklet by ing socialservices@middlesbrough.gov.uk or by telephoning How is my Personal Home Care paid for? There are three ways for your Personal Home Care to be paid: 1. If you are assessed as a self-funder you pay a Personal Home Care Provider or a Personal Assistant of your choice with your own money. 2. If you are assessed as eligible the Council will pay for your Personal Home Care then this will be done through a Personal Budget. If you want the Council to arrange your care with one of our contracted Preferred Providers we will pay them directly The Cost to You April 2011 Fairer Charging Policies for Personal Budgets, Home Care and other Non-Residential Services Middlesbrough Council Department of Social Care 2013

11 3. If you are assessed that the Council pays for your care but you want to employ and pay a Personal Assistant or another Provider of your choice, you will pay with money given to you by the council as part of your Personal Budget. Middlesbrough moving forward Personal Budgets Personal Budgets You can use your Personal Budget to pay for services arranged by the Council. You can also use money to pay for personal assistants or other services. Middlesbrough Council Department of Social Care What are the advantages and disadvantages of choosing a Preferred Provider, Personal Assistant or another Provider? Preferred Provider Advantages: The council arranges and pays the Provider directly for your care. If your regular carer is off work due to holidays or sickness another team member will provide your care. Staff are trained to a minimum standard and have Disclosure and Barring Services Bureau checks in place. The Council has a contract with the provider and monitors them to make sure they provide good quality care. 10

12 Disadvantages: You may see a number of carers. There may be limited choice of time. You may have minimal choice about who provides your personal care. Personal Assistant Advantages: Because you choose the person who provides your personal home care you have control. The person you choose could be someone you know, a family member, friend or someone matched to you by Citizen Support Exchange. You also have control over the times the Personal Assistant cares for you. Disadvantages: You have the responsibilities of being an employer. If you Personal Assistant cannot come, cover will not be arranged for you. There are no training or regulatory requirements and no requirement for Disclosure Barring Service (DBS) checks to be made on your Personal Assistant. Another Provider Advantages: You choose the provider. If your regular carer is off work due to holidays or sickness another team member will provide your care. Staff are trained to a minimum standard and have DBS check in place. 11

13 Disadvantages: You are responsible for paying the provider. Cost could be high. You may see a large group of carers. There may be limited choice of time. You may have minimal choice about who provides your personal care. The provider has no contract with the Council. Safeguarding Protection of Vulnerable Adults Adults may be vulnerable because they are frail or have ill health, a learning or physical disability. They may be unable to protect themselves against abuse. Abuse occurs when a person is harmed, mistreated, exploited or neglected. We all have a duty to protect vulnerable adults from harm and neglect. If you are concerned about a vulnerable adult who is being abused you can tell someone who works with you in your home, family, a friend, a social worker, your doctor or a community nurse, the police or an advocate. Adult Protection Procedures are in place to safeguard adults who are more vulnerable to abuse and neglect, and are co-ordinated by Adult Social Care Services. Any concern or allegation will be taken seriously. We listen to you about what has happened, record your concerns and look into them. The main aim is to help people to stay safe. 12

14 If you would like to contact us to raise any concerns you have about a vulnerable adult please call us on ( ). More information about safeguarding can be found in our Safeguarding Vulnerable Adults in Teesside leaflet available at uk/leaflets. Alternatively you can request a copy of the booklet by ing socialservices@middlesbrough.gov. uk or by telephoning The Mental Capacity Act (MCA) and Deprivation of Liberty (DOLs) The Mental Capacity Act 2007 tells us how we need to consider the needs of people who can t make decisions for themselves or lack capacity. This is done in the person s best interests. It protects people who lack capacity or who need care in a restrictive way, for example, people who have dementia, a mental health problem or severe learning disabilities. The law says that the Mental Capacity Act Deprivation of Liberty Safeguards must be used if people need to have their liberty taken away so they can have treatment and/ or care that is in their best interest and protects them from harm. 13

15 Making a Complaint, Comment or Compliment We welcome compliments, complaints and comments. We use them to help improve services to you. For more information please see our Complaints, Compliments and Comments booklet available at www. middlesbrough.gov.uk/leaflets. Alternatively you can request a copy of the booklet by ing socialservices@ middlesbrough.gov.uk or by telephoning Our online complaints, compliments and comments form can be found here: You can contact our Complaints Department by writing to: The Complaints Manager Middlesbrough Council Well Being Care & Learning Department of Adult Social Care PO Box 505 Middlesbrough TS1 9FZ Telephone: (01642) Complaints, Compliments and Comments Middlesbrough Council Department of Social Care 14

16 Carer Support Support with Medication Companionship Palliative Care Complex Needs Care Support to attend appointments or visit people or day centres Support to go on outings Shopping Laundry Pet Care Housework Bathing Washing Toileting Dressing / Undressing Getting up / going to bed Preferred Provider Personal Home Care Providers Allied Health Care Group Careline Home Care Care UK Comfort Call Direct Health Mears Services Offered 15

17 Tell us what you think about this booklet Name of booklet:... We would like to hear from people who read our information. Please take a few minutes to fill in and return this tear off form to tell us what you think. How useful did you find this booklet? Good Okay No use How easy is the leaflet to understand? Good Okay No use Do you have any comments or suggestions about the information we make available? Please post this tear off form back to us at the freepost address below. There is no need for a stamp. The Public Information Officer, Social Services, Freepost MI 408, Civic Centre, Middlesbrough TS1 2BR Thank you for giving us your views. You have helped us to understand what we are doing well with our information and what we need to improve on. Please note that you can also share more of your views with us on our website at

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19 How to contact the Department of Social Care You can us at: Or visit our website at: In office hours: Our office hours are Monday to Thursday 8.30am pm Fridays from 8.30am pm You can contact us by phone Telephone: (01642) , or by using Minicom: (01642) (please use announcer). In person you can visit us at our Contact Centre, Middlesbrough House, 50 Corporation Road, Middlesbrough TS1 2YQ. Our Contact Centre is open from Monday, Tuesday & Thursday 8.30am pm Wednesday 12.30pm pm and on Fridays from 8.30am pm Emergencies, out of office hours and weekends: For emergencies, out of office and weekends you can Telephone: or you can call using Minicom: (01642) (please use announcer). You can write to us at: Middlesbrough Council Department of Social Care PO Box 505, Civic Centre, Middlesbrough TS1 9FZ 18

20 PHC Feb 15 We can provide this leaflet in other languages, large print, Braille on CD or tape telephone