Statement of Purpose (North East)

Service User Complaints Procedure

Statement of Purpose (Cumbria)

Service User Handbook

Company Structure

Document 6

Mission Statement
Neuro Partners mission is to deliver bespoke services to individuals and their families deal with the reality of living with brain injury and other neurological conditions.

Neuro Partners aim is that through the development of specific teams to support unique individuals, those that come into contact with Neuro Partners have a positive experience, and where possible we help people regain control over their lives to a greater or lesser degree. Our mission is to serve and provide specialist support to meet the needs of individuals with specialist conditions.

Model of Delivery
Neuro Partners model is to develop bespoke teams of professionals and specialist support workers to meet the needs of people experiencing specialist conditions and associated deficits/needs. Neuro Partners is not a generic domiciliary provider but is a professionally based rehabilitation and support provider. Neuro Partners do not have a group of staff and a group of Service Users to deliver to each day, and throw one at the other each day; this is a domiciliary generic model which does not meet the needs of our specialist Service User group or their families. Neuro Partners are not trying to create teams that are experts in brain injury rehabilitation; we are creating teams that become expert in an individual and how their condition is affecting them and their family.

Principles
These are principles and methods of working which are the foundation on which Neuro Partners operates:

1.    Quality & consistency of delivery is everything.

2.    We deliver what we promise and at all costs keep our commitments to those we serve and each other.

3.    It is not about making a profit – it is about delivering high quality services to individuals, as this leads to repeat business and growth. It is always about quality of delivery, and we are prepared to make a loss on individual packages to get them right, as the return is in the long term.

4.    All packages follow the same process of development:

a.    Referral from a commissioner (PCT, Social Services, Case Manager, Solicitor, Insurance Company, Etc – rarely from family or individual, as it is felt this is morally wrong to take money from a vulnerable individual and we do not take advantage or ‘ambulance chase’.

b.    Discuss the case with the referrer and get them to forward back ground information – crucially we ask what they after are, what do they want, what are the key problems they want us to address.

c.    Assess the case in relation to the individuals needs and include the family – always keep in mind:

i.        What do we need to do to achieve the outcomes the referrers are looking for
ii.        What are the deficits we are going to be dealing with
iii.        What are the strengths we are going to be dealing with
iv.        What are the risks
v.        What team do we need to put together
vi.        What induction is needed to get the team to a position where they are delivering the intervention aims

d.    Written Assessment Report is put together for the referrer, which is a detailed assessment of need, what can be achieved, the steps to be taken to achieve the outcomes and the associated costs – this is submitted for approval.

e.    Case Management. Once approved, a lead is appointed (OT, Assistant Psychologist, etc) to act as point and coordination on the case – we tend to go for the discipline that most reflects the needs paramount in the case.

f.    Team is formulated and induction/familiarisation begins by staff briefing. In cases of family lead roles in Minimal Consciousness Cases, we may recruit staff and train them, but before they can start with a case, the family get power of veto.

g.    Case Manager will have a very high level of input until the team is well established and delivering the aims, then the intensity is diminished to a weekly overseeing input and quality check.


5.    When case managing there are a few of key duties which form the minimal standards of delivery expected from a quality point of view, which have formed the foundation of relationships with referrers and commissioners throughout North of England.

a.    The Service User is at the centre of everything and every action

b.    We always deliver our promises, make a promise and you will deliver it

c.    We ensure there is a named contact re referrer that we liaise with

d.    We see each case weekly wherever possible

e.    We send by email a fortnightly update of the case to the referrer and interested parties without fail

f.    We insist on regular reviews and write Review Reports which are released to interested parties prior to the review

g.    We liaise and keep families informed

6.    Every case is unique and is treated as unique, we assume nothing, and put teams together for that person, with particular attention to matching personalities, experience we can give people, but can’t change their personalities.

7.    We do not have a group of staff and a group of Service Users to deliver to

each day, and throw one at the other each day; this is a domiciliary generic model which does not meet the needs of our Service User group or their families.

8.    We are not trying to create teams that are expert in brain injury rehabilitation; we are creating teams that become expert in an individual and how their condition is affecting them and their family. Therefore we do not invest a lot of time in core training but do spend a lot of time mentoring and training people in an individual and their unique needs.

9.    We should never be afraid to say we cannot deliver something, as taking on business we cannot deliver is bad business, but we should at the same time always offer an alternative or a compromise solution.

10.    It is essential to establish and open and honest relationships with referrers/commissioners of our services and to actively foster that relationship through contact and dialogue. The more time you invest in these relationships the more productive and effective we can be for our Service Users.

11.    Quality and consistency of delivery is everything.


Delivery Remit
Conditions Served:    Neuro Partners are a specialist provider and through our professional staff can meet the needs of those with a brain injury and/or neurological condition. We will step outside this remit, for example into mental health support, where it is

believed we can deliver a good quality service to the individual and their family and meet the commissioning objectives.

Age Range:     We will serve those who are deemed to be adults, from the age of 18 years upwards, with no upper age limit. In partnership with commissioners we may go down as low as 16 years of age, but no younger than this as this moves into a child educational remit, which we believe we are not qualified to deliver to at this stage.

Physical Criteria:     Neuro Partners will not exclude people on the basis of the physical need being too complicated, as we have the skills and professionals within the company to meet complex nursing needs and associated procedures. The Head of Service for Physical Intervention and the CSCI Registered Manager is a professional and experienced physical nurse and is line managed by an experienced and qualified psychiatric nurse. The individual must be deemed physically stable by a medic prior to intervention commencing in partnership with statutory services.

Exclusion Criteria:    There are only two elements that will exclude an individual from Neuro Partners services:

1.    The individual is actively violent and puts Neuro Partners employees at actual risk of harm.

2.    That it is genuinely and sincerely felt by Neuro Partners

Management that we are unable to meet the needs of the individual with the quality and consistency of provision that the person has a right to. In such cases Neuro Partners will work with the referrer/commissioner to identify a service that can meet that person’s needs to the quality level they deserve.


Services Offered

Behavioural Management

Neuro Psychology

Community Support & Rehabilitation

Occupational Psychology

Minimal Consciousness & Physical Care

Specialist General Nursing

Employment Support & Rehabilitation

Specialist Psychiatric Nursing

Education Support & Rehabilitation

Occupational Therapy

Brokerage Services

Physiotherapy

Case Management

Speech & Language Therapy

Assessments

Cognitive Behavioural Therapy

Brain & Spinal Injury Rehabilitation & Support


As a final note, Neuro Partner’s employees should remember that they should always aim to deliver services that we would want for ourselves or our loved ones, and always act in a manner that supports this belief.