Tameside Home and Community Support Service

Frequently Asked Questions

• What does the Service do?
• How do you get hold of the Home and Community Support Service?
• What happens if you receive a service from Home and Community Support?
• What is a risk assessment?
• What standards do we work to?
• What happens if you go into hospital or go on holiday or are having a night out?
• How do we check you are receiving the right service?
• What will the Review cover?
• How often do Reviews take place?
• Who will do the Review?
• Complaints, Suggestions and Compliments

Contact Details For Existing Customers:

Home and Community Support Service, Hyde Town Hall, Market Street, Hyde, Tameside SK14 1AL
0161 342 2416 0161 368 2673 0161 342 2439 Send a Message to Home and Community Support Service

Contact Details For New Customers:

 Adult Services, Stalybridge Resource Centre, Waterloo Road, Stalybridge SK15 2AU
0161 342 2400 0161 342 2460 0161 342 2577 Send a Message to AACCT

What does the Service do?

The Home and Community Support Service provides support to adults to enable them to be cared for in their own home for as long as possible. It is owned by Tameside MBC.

We can also provide culturally appropriate services to people from the Black and Minority Ethnic communities. We provide these via our Maddad Ghar Project, part of the Home and Community Support Service.

How do you get hold of the Home and Community Support Service?

You need to contact Adult Services for an assessment to see if you are eligible.

What happens if you receive a service from Home and Community Support?

If you are receiving home care from the Home and Community Support Service we will give you a start date when the home care service will begin. Our staff will visit you and tell you about the service you will be receiving. They will also do a risk assessment.

What is a risk assessment?

Under the Health and Safety Regulations 1992 we must assess the risks to the health and safety of our employees whilst in work. This is called a risk assessment. We need to identify any risks to yourself and workers entering and leaving your home as well as in your home. As a result of the risk assessment, we may make suggestions for changes that ensure a safe working environment.

What standards do we work to?

Our staff are committed to providing you with a quality service. They are all trained, skilled, and work to high standards.

Your Home Care Worker should:

• Complete the tasks stated in your service plan.
• Arrive at the time stated in the service plan. If, however, they are delayed by an emergency, every effort will be made to contact you.
• Carry an identification card or, if you prefer, we can use a password of your choice.
• Be polite and courteous.
• Wear their uniform and maintain a good standard of appearance.
• Keep all your personal and financial matters strictly confidential.
• Respect your rights and dignity and promote your independence at all times.
• Respond to changes in your needs and help to put you in touch with other agencies when necessary.
• Show respect for your home and your belongings.
• Adopt safe working practices when helping you.
• Have the knowledge, skills and competence to carry out their work with you.

What happens if you go into hospital or go on holiday or are having a night out?

Services will be suspended for 3 weeks during a hospital admission and started again when you come out. If your needs have changed our colleagues at the hospital (Hospital Transfer Team) will ensure that your package of care is reviewed to take into account your current needs.

If you are going on holiday or a day out it is important to contact us so we can suspend your services. If your services are not suspended and we have a no reply, it is our duty to find out why we have no answer. If you have a key safe or keypad the Home Care Worker will enter your property. If you don't, we will contact your next of kin, Social Worker, or the hospital to find out where you are. If we cannot establish your whereabouts we will contact the Police who will force entry into your home. Therefore, it is very important to let us know if you are going to be out.

How do we check you are receiving the right service?

We will hold a Review with yourself, carers, family and friends to discuss the service you are receiving from the Home and Community Support Service. The discussion will help us ensure that we are meeting standards and providing a quality service for you.

What will the Review cover?

It will cover areas such as:

• Service delivery
• Staff appearance
• Attitude of the worker
• Promotion of your independence

How often do Reviews take place?

They take place twice a year. We will let you know in writing and by phone of the date of your review. We'll send you a discussion paper which gives you, or a carer, space to write down any comments or concerns you have about the service you are receiving.

Who will do the Review?

A manager or senior Home and Community Support Worker will undertake the Review.

Complaints, Suggestions or Compliments

Tameside Adult Services is committed to providing quality services.  We need to hear form you if you have any complaints, suggestions or compliments about the service you receive.