Supported Living Schemes. Service User Guide

Transcription

1 Supported Living Schemes Service User Guide

2 We can help you to live in your own Supported Living Schemes home by assisting with personal and domestic services, for instance, help with shopping, cleaning your home or even washing and cleaning yourself.

3 Contents Introduction 4 Your Care Service 6 Our aims and objectives Our principles Who is the service for? What care can we provide? How do I get this service? Reviewing your service Other information about your care service Recognising your needs 10 Your rights and our service standards Your responsibilities What makes a good care service? What makes a bad service? A national standard for your care The information we keep about you Other relevant information 14 How do I pay for my care service? How do I complain or comment about the service? Protecting you from abuse Helping you to make important decisions If you go into hospital Your views and opinions 18 Getting your views and ideas about our service Useful information and contact details The Supported Living Schemes 19 Albion Road Catherine House Leander Court Liz McKeon House Penn Street Rose Court Southwold Road Translation 3

4 Introduction Welcome to Hackney Council s Supported Living Schemes. We have produced this guide to tell you about the care and support service that the schemes provide. (Please let us know if we have missed anything out.) We are committed to supporting you to live independently in your own home. We offer this support so that fewer people need to go into hospital or residential care. We can help you to live in your own home in one of our schemes. We can assist with personal and domestic services, for instance, help with shopping, cleaning your home or even washing and keeping you clean. We can also help you to take your medicine and to claim for any benefits that you are entitled to. This manual has a lot of information, but if you have any more questions or comments about our services, you can: Call the Access Team on Log onto Hackney Council s website at Your registered Manager for the Supported Living Schemes is Horace Boston. 4

5 We are committed to supporting you to live independently in your own home.

6 Your Care Service Our Aims and Objectives Hackney Council Supported Living Schemes aim to provide care and support for people who need assistance to remain independent. The service is provided to you in your own flat, at a time convenient to you, giving you as much choice and control as you need. The service we provide to you is based on the following principles: Our principles: 1. Focussing on your needs. We talk to you about the care you require and how you would like us to provide that care. 2. To ensure that our business is run efficiently. We monitor our business to ensure it is responsive to you, your carers and relatives. 3. To work in your best interests. We will work together, under your direction, with other organisations to provide you with a range of services to help you to be as independent as possible. 4. To make sure that your needs are addressed. You will help us to create a Care Plan of your needs and the outcomes you would like in your life and this is what the Care Workers will help you achieve. 5. To make sure that your service is of a high standard. We will monitor your services and ask you how we can improve them. 6. To ensure our staff maintain high standards. All of our staff have either attained the required standard of qualification (NVQ) or are in the process of achieving the qualification. We will ask you for any complaints, compliments or suggestions you may have and ensure that we respond to them. 6

7 Who is the service for? The service is for vulnerable people over the age of 65 with: dementia mental health problems complex needs physical disabilities learning difficulties What care can we provide? We can provide you with help for everyday tasks such as: Cooking Cleaning your home Washing you Dressing you Doing your laundry Helping you to be as independent as possible The help you need will be written down in a plan and agreed with you. The service we provide may also involve other people, including social workers and health professionals. How do I get this service? If you are interested in moving into a Supported Living Scheme you can contact: The Access Team on The SLS Placements Officer on Before we can offer you a service, we will ask a social worker to come and visit you. They will ask you about your health and the kind of help you feel you need. 7

8 After this, if it is agreed that a Supported Living Scheme will help to meet your needs, we will talk to everyone who would be involved in your care and draw up your care plan. Reviewing your service We will review your service six weeks after it starts to make sure that you are happy with it. After that, we will review the service at least once a year, or more often if the help that you need changes. We will act on what you say about the service during reviews, especially your ideas about how we can make the service better. You can make a complaint or make suggestions at any time. Supported Living Schemes will help to meet your needs, we will talk to everyone who would be involved in your care and draw up your care plan.

9 Other information about your care service We have guidance about how we provide our service and we are happy to talk to you about this or send you any information about the following: Assisting tenants with food and eating options Choices in personal care Risk assessment and prescribed risk-taking Reporting accidents Staff training Night Care Workers duties Assisting with tenants finances Confidentiality Quality assurance Medication Performance indicators Key-working Invasive procedures guidance Significant event analysis Archiving procedure Harassment Customer service standards Supporting older people s sexuality End of life care and what to do if someone passes away Fire procedure and emergency response plan Referral information Reporting a tenant missing Pets and people in a Supported Living Scheme Key policy Health and safety Contractors, building repairs and maintenance Telecare 9

10 Recognising Your Needs This section tells you how we make sure that your domiciliary care service matches the help and support you need to live at home on your own. Your rights and our service standards All of our Care Workers will respect you and maintain certain standards when working in your home. They will: Treat you with dignity and respect Ask you how you would like them to carry out your care Be friendly and efficient Complete all the tasks listed in your Care Plan and check that you are happy with the way they have done everything Be trained to perform these tasks in a professional manner Receive regular supervision and support from their managers Work to health and safety standards Maintain hygiene standards Replace household items in their original place after dusting or vacuuming Only share personal and private information from your Care Plan with other health care and social care professionals when it is necessary Wear a personal identity badge at all times and show it to you when they arrive at your home Help you to do as much as you can on your own As well as meeting the above standards we will: Carry out regular police checks on all our Care Workers for your safety and security Work closely with other people involved in your care such as district nurses and your relatives to make sure that you keep the same carer for as long as possible 10

11 All of our Care Workers will respect you and maintain certain standards when working in your home.

12 Your responsibilities To help us run a good service for everyone, we would like you to: Treat your Care Worker with respect Tell us how you would like us to do things for you Store any equipment that your Care Worker uses, for example a vacuum cleaner, where it is easy for them to find Tell us if you are going away Tell us if you have any complaints about the care you receive or if you have a compliment to make about our service What makes a good service? You are treated with respect by our staff Your needs are the main concern of your Care Worker Our staff are well qualified and know how to talk to you Your Care Worker asks you what you like and what you don t like. For example, what you like to eat and what time you like to get up The service is flexible and sensitive to your needs Your Care Workers skills are matched to your needs It is easy for you to complain or comment about the service You get a clear Care Plan that lists all of your needs and you Care Worker does exactly what the plan says. Regular police checks are carried out on our new and existing staff 12

13 What makes a bad service? You are made to feel like you are a nuisance or in the way when your Care Worker visits Your Care Worker arrives late with no explanation or apology Your Care Worker does not speak to you or ask you about your needs It is difficult to complain or your service does not have a complaints procedure No police checks are carried out on new or existing staff A national standard for your care Our Care Workers are qualified to provide you with the best possible service. We carry out regular checks to make sure that your service is provided to the nationally agreed standard set out in the Care Standards Act 2000 and the Domiciliary Care National Standards. For more information you can call the Care Quality Commission on , them on enquiries@cqc.org.uk or visit their website at The information we keep about you We will treat all information about you as confidential under the terms of the Data Protection Act We will not give out any information without getting your permission first. We will keep regular records about your care because this will help new or temporary Care Workers to continue the care service you receive to the same high standard. This information also helps us to check the quality of the care that you get. If you want to see your personal files we can help you. Please contact your Scheme Manager. 13

14 Other Relevant Information How do I pay for my care service? We have written a booklet, which explains how we work out the charges. We have included a copy of this in this guide. If you have not received a copy please contact us and we will send it to you. How do I complain or comment about the service? We want to hear from you when things go wrong it is important that you tell us when you are not happy so we can put it right. If you complain it will not affect your service in any way. You will still receive the same high standard of care. As well as hearing from you when things go wrong; we also want to know when things go well. If you tell us about the good things we do, we will know which parts of the service you like and we can carry on doing those things. We have published a booklet about the complaints procedure called Complaints, compliments and suggestions. It is available in large print, Braille or on audio tape or disk and other community languages, call the Complaints Unit on You can make a complaint by Filling in a complaints form Visiting Calling us on

15 ing us on Faxing us on Minicom: Visiting the Complaints and Enquiries Team at Maurice Bishop House, 17 Reading Lane, Hackney, E8 1HH between 10am and 4.30pm. Please call ahead to make an appointment. If you are still unhappy with the way we have handled your complaint after these stages, you can contact the Local Government Ombudsman on or the Care Quality Commission on If you need a British Sign Language interpreter or an interpreter for another language to help you make your comments of complaint, we can arrange this for you. We carry out regular checks to make sure that your service is provided to the nationally agreed standard set out in the Care Standards Act 2000 and the Domiciliary Care National Standards.

16 All of our Care Staff have been checked with the Police to see if they have a criminal record.

17 Protecting you from abuse One of the most important aspects of our service is to protect you from any from of abuse. For example, all of our Care staff have been checked with the Police to see if they have a criminal record. However, a small number of care workers may not be reliable or honest. We would encourage you to let us know if you have any concerns about any of our staff. Everything you tell us is in complete confidence and will not affect your care service. Helping you to make important decisions The government has passed a law called the Mental Capacity Act This law is to ensure that if you need support that you are assisted to make important decisions, usually about your accommodation or health care. You may, for example, need to move into a care home or have a serious operation. If you need this service we will ensure that there is someone you can talk to. In Hackney the organisation is called POhWER. POhWER will only get involved if you do not have relatives, friends or a carer who could help make a decision on your behalf. If you go into hospital Sometimes going into hospital can cause worry. If you need to go to hospital while you are living in a Supported Living Scheme, we will maintain regular contact with you throughout the duration of your stay, secure your flat and visit you in hospital. 17

18 Your Views and Opinions Getting your views and ideas about our service We like to hear your views about the service we provide. What you tell us will be used to improve the service. During the year you will be asked your views of the service. They will also ask your carers, family and anyone else who helps to look after you to find out what you like what you don t like about the service. Useful information and contact details Registered Manager / Group Manager Horace Boston Address Leander Court, 63 Balcorne Street, South Hackney, E9 7AY Phone horace.boston@hackney.gov.uk Website Normal office hours Out of hours 8am 10pm 10pm 8am Complaints and comments Phone cscomplaints@hackney.gov.uk Fax

19 The Supported Living Schemes

20 Albion Road Albion Road 153 Albion Road London N16 9JU Phone: Fax: The Accommodation: 16 one bedroom flats All flats are self-contained and have: Central heating, small cooker and fridge Community alarm (telecare) Disabled access Non-resident Scheme Manager based on-site Lift and stairs to all floors Suitable for semi-mobile wheelchair users Care is provided by a team of carers who are on site 24 hours. Scheme Facilities: Assisted bathroom, kitchen, lounge, guest room, laundry room, secure garden / paved patio area Local Amenities: Stoke Newington Church Street, doctors, churches, Police Station, supermarket, chemists, cafes and restaurants, Lubavitch Synagogue, Mosque, Irish Woman Society Buses: 73, 473 Scheme Activities: Residents meetings, bingo, gentle exercise sessions, gardening club, hairdresser, coffee mornings, music therapy, indoors bowls, nail care, movies & music weekends, painting & handy craft, cards, board games, birthday parties, seasonal coastal trips, picnic in the park, barbecues. Local Leisure Facilities: Clissold Park, sports centres, Stoke Newington Library, cinemas, lunch clubs, West Reservoir Centre

21 Catherine House Catherine House 30 Mare Street Hackney London E8 4RT Phone: Fax: The Accommodation: 8 one bedroom flats All flats are self-contained and have: Central heating, small cooker and fridge Community alarm (telecare) Disabled access Non-resident Scheme Manager based on-site Lift and stairs to all floors Suitable for semi-mobile wheelchair users Care is provided by a team of carers who are on site 24 hours. Scheme Facilities: Kitchen, lounge, dining room, guest room, laundry room, small garden / paved patio area Local Amenities: Broadway Market Buses : D6, 254, 48, 55, 26, 236, 106, 388 Bethnal Green Tube station, Railway Station Scheme Activities: Tenants meetings, gentle exercise sessions, benefit advice, coffee mornings. We can provide an escort to assist you to the hairdresser and go to the shops. Activities can be arranged around your needs and choices. Local Leisure Facilities: London Fields, Victoria Park, sports centres, library books are brought into the scheme, Rio cinema, Salvation Army, Hackney Empire

22 Leander Court Leander Court 63 Balcorne Street London E9 7AY Phone: The Accommodation: 33 one bedroom flats All flats are self-contained and have: Central heating Community alarm (telecare) Disabled access Non-resident Scheme Manager based on-site Lift and stairs to all floors Suitable for semi-mobile wheelchair users Care is provided by a team of carers who are on site 24 hours. Scheme Facilities: Kitchens, dining rooms and lounges, quiet room, guest room, laundry room, two assisted bathrooms, garden / paved patio area Local Amenities: Well Street Market, cafes, Elsdale Street Surgery, Well Street Surgery, Church of England. Buses: 277, 425 Scheme Activities: Arts and crafts, tea and coffee mornings, Wii game, cinema outings, music therapy, social evenings, church services Local Leisure Facilities: Well Street Common, Victoria Park, cinemas, cafes and market, Hackney Empire

23 Liz McKeon House Liz McKeon House 3 Bridport Place Mintern Street London N1 5LW Phone: The Accommodation: 8 one bedroom flats All flats are self-contained and have: Central heating, Small 2 burners cooker and fridge Community alarm (telecare) Disabled access Non-resident Scheme Manager based on-site Lift and stairs to all floors Suitable for semi-mobile wheelchair users Care is provided by a team of carers who are on site 24 hours Scheme Facilities: Kitchen, lounge, dining room, laundry room, communal garden / paved patio area. Local Amenities: Hoxton Market, Hoxton Hall, Hackney College, Geoffrey Museum, churches, doctors, cafes and restaurants, library, Salvation Army lunch club, St Leonard s Hospital and Moorfields Eye Hospital Liz McKeon House is on the border to Islington and has easy access to Angel. All amenities are easily accessible. Buses: 21, 76, 141, 271, 394, 812 Old Street Tube station Scheme Activities: Tenant s meetings, gentle exercise sessions, benefit advice, coffee mornings Tenants are supported to visit the hairdresser. Activities can be arranged around your needs and choices. Local Leisure Facilities: Shoreditch Park, Britannia Leisure Centres, cinemas, lunch clubs, Hoxton Hall.

24 Penn Street Penn Street 20, Penn Street London N1 5DL Telephone: The Accommodation: 16 one bedroom flats Non-resident Scheme Manager All flats are self-contained and have: Central heating Community alarm (telecare) Non-resident Scheme Manager based on-site Lift to all floors Suitable for semi-mobile wheelchair users Scheme Facilities: Two kitchens, lounge and dining room, laundry room, communal garden / paved patio area with wheelchair access, activity room, assisted bathroom, guest room Local Amenities: Hoxton Market, Hoxton Hall, Hackney College, Geoffrey Museum, churches, doctors, pubs, cafes and restaurants, library, Salvation Army lunch club, St Leonard s Hospital and Moorfields Eye Hospital Penn Street is on the border to Islington and easy access to Angel. All amenities are easily accessible. Buses: 21, 76, 141, 271, 394, 812 Old Street Tube station Scheme Activities: Tenants meetings, coffee mornings and discussion, gentle exercise sessions, arts and craft, board games, visits to Rio Cinema, hair dresser visits, one to one individual shopping trips. Tickle Pink production visit 4 times per year. Local Leisure Facilities: Shoreditch Park, Britannia Leisure Centres, cinemas, lunch clubs, Hoxton Hall.

25 Rose Court Rose Court 57 Holly Street London E8 3XL Phone: Fax: The Accommodation: 41 one bedroom flats All flats are self-contained and have: Central heating Community alarm (telecare) Non-resident Scheme Manager based on-site Lift to all floors Suitable for semi-mobile wheelchair users Scheme Facilities: Kitchens, dining rooms and lounges, laundry room, assisted bathrooms with adjustable bath, large garden / paved patio area, guest room. Local Amenities: Queensbridge Rd shops, Dalston Market, Sharp End, Geoffrey Museum, doctors, churches, library, cafes and restaurants, Marie Lloyd Day Centre, Salvation Army lunch club, Rio Cinema. Buses: 30, 38, 56, 67, 149, 236, 242, 243, 277 Dalston Kingsland Overground Station Scheme Activities: Coffee morning, gardening, group reminiscence, Music Therapy group, film / video viewing, swimming, Bingo, cinema, board games, knitting Local Leisure Facilities: Queensbridge Leisure Centre

26 Southwold Road Southwold Road 15 Southwold Rd Upper Clapton E5 9RD Phone: Fax: The Accommodation: 30 one bedroom flats All flats are self-contained and have: Fridge and cooker, built in wardrobe Central heating Community alarm (telecare) Disabled access Non-resident Scheme Manager based on-site Lift to all floors Suitable for semi-mobile wheelchair users Care is provided by a team of carers who are on site 24 hours. Scheme Facilities: Assisted bathrooms with chair lifts for easy access in/out of bath, kitchens, dining rooms and lounges, laundry room, quiet room, conservatory, guest room, therapy room, secure garden / paved patio area with furniture and barbeque. Scheme Activities: Tenants meetings, bingo, gentle exercise sessions, gardening club, hairdresser/chiropodist, nail bar, benefit advice, coffee mornings, Quiz afternoons, music therapy, art group, social evenings, shopping trips, and cinema trips, visiting library, day trips to the sea-side or venue requested. Local Leisure Facilities: Northwold Rd Library, Sam & Annie Day Centre, local churches, Kings Hall Leisure Centre (short bus ride away) Springfield and Millfields parks.) Local Amenities: Shops, cafes, doctor and pharmacy Buses: 253, 254, 106, 393 Clapton Railway Station

27 Translation FREEPOST 1345 Community Services, London E8 3HT

28 Do you have any comments about this manual? We hope you find the information in this manual useful. If you have any comments about how we could improve it, please let us know. Phone: Produced by Hackney Design, Communications & Print October 2009 PJ39294