Your dignity is a matter of prime importance to us, and all staff receive training in this area. You will be asked for the name by which you wish to be addressed, and this name will be recorded on your Service User Plan and used by all staff. You are perfectly entitled to ask that your principal carers use one name, and others use another name. The level of familiarity is under your control. In the absence of information to the contrary, staff will address you formally, using your title and surname. Staff are trained to be sensitive to your feelings when in company. The Agency seeks to reduce any feelings of vulnerability which Service Users may have as a result of disability or illness.
Your dignity is a matter of prime importance to us, and all staff receive training in this area.
Your dignity is a matter of prime importance to us, and all staff receive training in this area.
The candidate will be physically and mentally fit to enable them to carry out their duties to a satisfactory standard.
The candidate will possess the necessary skills, qualifications, and experience to enable them to carry out their duties to a satisfactory standard.
The candidate must be of good character. For directors, any of the following “unfit” criteria MUST NOT apply:
- Must not appear on any police check (access NI)
- Must not have been actively associated with any activities involving bankruptcy, insolvency, or sequestration.
- Avah care limited has the following minimum insurance cover:
- Public Liability Insurance in respect of £ for any single claim.
- Employee Liability Insurance: A minimum of £ for any single incident.
- Professional Indemnity Insurance (for malpractice / professional incompetence) of £ maximum for any single claim.
- It is a Company requirement that employees must disclose details of any motoring offences for which they have been convicted and which has resulted in points / endorsements being added to their Driving Licences, and where the validity of Vehicle Insurance may be compromised.
- The validity and currency of all relevant Insurance Certificates will be maintained and will be prominently displayed in the Home. This is the responsibility of the Manager of the agency.
We believe that complaints and compliments are a valuable indicator of the quality of our service, and an opportunity to improve that quality. We assure all Service Users that no-one will be victimized for making complaint, we encourage Service Users to instigate the complaints procedure whenever they feel that this is necessary. We do not wish to confine complaints to major issues. We encourage Service Users to comment when relatively minor matters are a problem to them, such as receiving cold food, or being kept waiting without explanation, or being spoken to in a manner that they do not like. It is our policy that all matters which disturb or upset a Service User should be reported, recorded, and corrective action should be taken. Only in that way can we work towards meeting our aim of continuously improving our service.
Our commitment is that:
All complaints will be taken seriously.
All complaints will be acted upon with fairness and impartiality.
You will receive a response within 24 hours of the complaint being made, and a final reply within 28 days.
If the complaint is upheld, you will receive a written apology and appropriate action will be taken to rectify the complaint, and you will be informed of what that action is.
Service Users are entitled to involve an impartial third party in the complaint procedure if they so wish.
Service Users and their representatives may take their complaints to persons in authority outside The Agency. For Service Users funded all or in part by Social Services or the Clinical Commissioning Group, complaints may in the first instance be directed to them. For privately funded clients, a range of advocacy services are available locally and they will be happy to help you deal with the complaint. In the event of a serious issue and complaint, you should contact the RQIA.
- The responsibility for prescribing all medicines for service users will be that of the service user’s GP.
- If the service user has concerns regarding the constituent ingredients of their medication due to their cultural or dietary values or beliefs (e.g. the use of gelatin in capsules), the prescribing GP must be made aware of this requirement.
- All medicines required will be listed upon the appropriate Prescription Form and signed by the GP. Prescriptions will then be taken to the Pharmacist by a member of the Senior Care Staff. (Alternative – the Pharmacist will collect prescriptions from the Home).
- A record will be kept at the Home by the Proprietor / Manager of all medicines ordered. This will be in the Medicines Ordered / Received Book.
- Controlled Drugs will be recorded in a separate bound Controlled Drugs Ordered / Received Book, (Controlled Drugs Register), held in the Treatment Room.
- When the prescriptions have been prepared the Pharmacist will contact the Home to arrange for them to be collected by a member of the Senior Care Staff. (Alternative – the Pharmacist will deliver to the Home).
- Upon receipt at the Home, all drugs / medicines will be logged into the Medicines Ordered / Received Book, checking off against those originally ordered in 3. above. Controlled Drugs will be logged into the Controlled Drugs Ordered / Received Book.
- All medicines MUST be kept in the containers in which they were originally supplied. Under no circumstances must the container label be altered or changed in any way. If a label becomes detached or illegible then the medicine must be referred back to the Pharmacist and if necessary, the prescribing GP.