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Shaping Your Care Plan

We want you to have choice, flexibility and control over the care and support you receive and to promote your independence. This is called ‘personalisation’.

We will:
  • Put you at the centre of planning for your life
  • Listen to and learn about what you want from your life
  • Help you to think about what you want now and in the future
  • Focus on the goals you want to achieve through the care and support we give you
  • Work together with you, your family, friends, professionals and services to make this happen

Our staff receive thorough training on personalisation and the personalised care and support plans we produce for you. Our new care and support plans were recently commended by an external trainer as ‘excellence in care’.

What happens after you first contact us?

After you have contacted us for the first time and think you may want us to provide your home care, one of our Managers will contact you and make sure the services we provide are suitable for you.  If they are, she will arrange a convenient time to visit you and discuss your requirements further.  You may wish to have a relative, friend or neighbour present to support you.  All information provided will be treated sensitively and in confidence. We will give you a Client Guide, which contains lots of useful information about us and the home care service we provide.

How will we assess your care and support needs?

If Hampshire County Council is helping you they will pass their care needs assessment on to us.

If you have approached us directly, we need to make this assessment ourselves, bearing in mind your particular needs and the amount you are able to afford.  To do this, we’ll need to ask you quite a lot of questions and may need to seek information from other specialists such as your Doctor.

During our initial meeting our Manager will ask you various questions to help build a ‘life profile’ of you.  This will include your history, hopes, aspirations, what a good/bad day looks like for you and what you want to achieve in your live.  She may send this out to you in advance so that you and your family can have time to complete it before the meeting.

Our Manager will want you to tell her as much as possible about yourself so that we are able to support you fully.  The answers you give and the discussions you have with her will enable her to put a care and support plan together that is individual and personal to you.

Our Manager will support you to set some ‘outcomes’ – the goals you want to achieve through the care and support we will give you.  Our Manager will put all the information she gathers into your Care and Support Plan.  Our Care Workers will use this information to enable them to support you to achieve your outcomes.

How will we ensure we are safely able to support you?

We have a duty to safeguard the health and safety of you, as well as our staff.  We want to be sure that everybody concerned understands the risks and has thought about them responsibly.  We want to be sure that risks to be taken are not unreasonable or unnecessary.

During her first visit, our Manager will carry out a complete risk assessment of the property in which the care will be delivered and an assessment of any manual handling requirements.  If you require support with medication our Manager will also carry out a full medication care needs assessment.

If our Manager has any health or safety concerns following this assessment she will discuss them with you, along with ways to minimise the risks.

How do our Care Workers know what to do when they visit you?

Having assessed your needs and the risks, our Manager, with your help, will prepare a plan for the care and support you want us to deliver and in the way you want it.  This will include what our Care Worker needs to do at each visit.

A copy of your Care and Support Plan will be kept in our office.  A copy will also be kept in your home, along with other relevant paperwork that our Care Worker will need to use when they visit you.

How do we decide what Care Workers you have?

The type of services we deliver, especially personal care, means you have to feel totally comfortable with the Care Worker you have.  We take great care in giving you regular Care Workers who we think you will get on with and who are experienced in providing all the care and support that you require.

When we first start providing your care and support we will ask you what you think of the Care Workers you have had.  We will regularly ask how you are getting on with your Care Workers.  When a new Care Worker visits you we will call you first to check you are happy to have a new Care Worker.  We will also phone after the visit to make sure everything was ok.

If for any reason you do not take to a particular Care Worker, we want you to tell us so that we can ensure we do not send that Care Worker any more and give you a different Care Worker who we think you will get on more with.  What you tell us will be treated in confidence and will not affect the standard of care you receive from us.

Our aim is always to allocate Care Workers to you on a permanent basis, based on your needs and preferences and with as few Care Workers in the week as possible.  However, our Care Workers do not work seven days a week.  Also there will be times when your regular Care Worker is on holiday or has unexpected absence, such as sickness.  During these periods we will endeavour to keep the number of replacement Care Workers to a minimum and allocate you a replacement who is familiar to you and your needs.

What happens after we have first begun providing your care and support?

Within the first few days of providing care and support to you, our Manager will contact you to ensure that you are satisfied with your care and support provision and discuss with you any amendments needed.

What happens long term with your care and support?

Over time what you want from us may change.  You may need more or less care; you may want the type or pattern of services to be varied; new risks may become apparent.  With your help, we will keep your needs under review and make joint decisions about your care.