Tameside Adult Services - Adult Provider Unit

Your Home Support Information Booklet

Commitment to Quality Care

The Home Support Service aims to provide you with a high quality, non-discriminatory service, which will enable you to live independently in your own home or the home of a relative or friend.

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

Standards that you can expect

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.
• 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.

Some information to help you get the most from your Home Support Service

Service Delivery

Your Home Support worker will complete the task stated in your Care Plan. He/she is not allowed to carry out any additional tasks. However, if your needs have changed or you do not agree with the tasks the Home Support Worker has been asked to carry out, please ask your Home Support Worker to ring the office.

Care Record

Subject to your agreement a Care Record Book will be kept in your home to provide continuity of information for any other carers.

Gifts

The Authority has a no gifts policy.

Staff of the service are paid employees of the Borough Council. Please do not offer them loans or gifts or make a bequest in their favour.

General Advice

Your Home Support Worker may be able to give you general advice, but is not qualified to advise you about any medical treatment you may be receiving.

Meal Times

You are not expected to provide meals or refreshments for your Home Support Worker.

Cigarettes and Alcohol

Your Home Support Worker is not allowed to smoke or consume alcohol whilst on duty in your home.

Equipment

We ask you to provide the necessary materials and equipment to enable your Home Support Worker to work efficiently. The Home Support Worker is expected to ensure that this equipment and material meet appropriate safety standards.

Charges for Service

From time to time, the Borough Council reviews the charges for the Home Support Service. If your weekly charge is affected, you will be notified in writing by staff of the Purchasing Team before the new charge comes into effect.

Confidentiality

Any matters that you talk about with your Home Support Worker will be treated in confidence within the Social Care and Health Department.

Guidelines for People who receive our Service

Changes in Your circumstances

Staff of the Purchasing Team have a responsibility to review your needs for social care from time to time. If your circumstances change at other times and you require a review of your needs, you can contact staff in the Purchasing Team, or you can request a review through your Senior Home Support Worker.

Changes in Our circumstances

We will make every effort to provide the service to you that has been requested. However, in exceptional circumstances, temporary changes may be necessary. You will be notified where possible of alternative arrangements. Any change may affect charges for your service during the relevant period, and we will adjust your hours of service received.

Quality of Service

In order to ensure that you are receiving a quality service we will visit you to review your Service Plan regularly. We may also contact you and ask you to take part in random telephone quality surveys. You can be assured that we will do our best to provide you with a high quality service at all times. However, if you are unhappy with our staff, or the service provided, please contact the Duty Managers whose address and telephone numbers are given in this booklet.

Equal Opportunity Employer

Valuing people is the basis of what we do.

The standards which we follow are designed to help ensure that no-one, yourself or staff should be disadvantaged by their differences, race, disability, culture, religion, gender and sexual orientation. At all times these must be fully recognised and respected.

Filed Inspection Consent Form

As part of our ongoing quality monitoring process, the Home Care Service is regularly inspected by Adult Services Inspectors.

Part of this process requires inspectors to view a small sample of service users' files This is to ensure that we are following all the correct procedures and maintaining the correct paperwork. It is not a check on individuals' personal details.

This will be undertaken in the strictest confidence and none of your personal information will be used as part of the inspection without your permission.

Could you therefore please complete the consent form 26.97 KB and hand it in to your Home Care Worker.

Service User Information

This information relates to the service which is going to be provided for you by Tameside Adult Services Department, Adult Provider Unit. It is important that you should keep this safe in case you wish to contact us to discuss your services. For example, going on holiday or into hospital and need to notify us of your absence, or you might wish to make a comment or complaint about the services we provide.

Should you wish to do this, please speak to a Duty Manager:

The Provider Unit is open 7 days a week from 8am - 6pm

Should you have any problems outside the above hours Tel: 0161 342 2222 or Minicom: 0161 342 3009

If you are unhappy about any aspect of our service, please contact the team leader of the section. If you are still dissatisfied or concerned, you can make a complaint here.

We want you to be happy with the services you receive from us. Please do not hesitate to contact the person named above if you have any questions about any of those services.

Accessing the Service

If you think you are eligible for this home help service please contact us - details below.

How to Contact us

Contact Information
Send us a Message	Tameside MBC Adult Services Adult Provider Unit Town Hall Market Street Hyde SK14 1NN View local map
0161 342 3492/2439 0161 342 2222 Out of Hours