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Community Rehabilitation and Support Services
Service User Handbook
Neuro Partners has established a specialist Community Support and Rehabilitation Service for people with Neurological conditions including Brain Injury. The focus of the service will be to promote independence, working towards goals, and to enable people with Neurological Conditions to fulfil their potential. This is a specialist provision service dealing with specialist conditions, based on a model of recruiting specific professionals and Rehabilitation Support Workers to meet identified needs of the individual and their family, training staff specifically to meet the individual needs. The Professionals we provide can include Consultant Psychologists, Occupational Psychologists, Assistant Psychologists, Occupational Therapists, Physiotherapists and Speech & Language Therapists.
Aims & Objectives of the Agency
We aim to offer help and support to people living in the community, to remain as active citizens within their own communities through the provision of bespoke rehabilitation and support services. We believe that all our Service Users are unique individuals with their own aims, aspirations and ambitions. Our goal is to work collaboratively with them and their families to help develop, build confidence and achieve their goals.
We aim that through contact with Neuro Partners Services, an individual and their families have a positive experience and make gains where achievable.
Neuro Partners is a private company with a wide range of key partners, including Social Services, Primary Care Trusts, and Jobcentre Plus, Universities, Colleges and voluntary sector organisations.
Our Services
The service will assist people with Neurological Conditions based disabilities and others who may be disadvantaged to become socially and economically independent in their local community. Neuro Partners believes that each person is unique and that they have the right to access services, which promote equality of opportunity and the personal freedom to pursue their aspirations within a person centred framework. The services provided by Neuro Partners are open to anyone with a neurological based disability. We will achieve this aim by:
1. Recognising the human rights of each Service User
2. Ensuring high standards of excellence in all aspects of provision, services and training
3. Ensuring management support for a responsive organisation which puts Service Users first
4. To ensure Service Users have an opportunity to have effective input into every level of the running of our services
5. To deliver high quality service
Individual Person Centred Planning
We will work closely with you to identify your needs, what your goals and aspirations are and how we can work together to achieve them. We will give you a copy of your Individual Intervention Plan and regularly review progress with you and update and revise the plan to meet your needs. We will encourage you to make choices about your intervention, and will endeavour to be flexible, responsive to your needs and at all times promote your independence and autonomy. We will encourage an open discussion of any issues which may arise, including any concerns we may have and any that you and your carer have.
These reviews will be every 12 weeks and will include you and your representative, the allocated Neuro Partners Staff and a representative of the commissioning body where appropriate (for example your allocated Social Worker). You may have any person at the review that you feel should be there. The reviews will be noted in writing and action plans devised to address issues raised, and approved by you.
Services Offered
Before intervention starts there will be an agreement with the Service User and the commissioner of the services, what can and can not be undertaken, in this way it is clear from the outset what can be and will be delivered. Quite often this will be based on the statutory services assessment of your needs that you will have participated in, and also the Neuro Partners assessment.
As a general guide, acknowledging that individual agreements can vary widely, we can offer the following services:
- Home care support
- Specialist rehabilitation provision
- Supporting the Service User to undertake shopping, cooking of meals, washing, ironing, etc.
- General improvement in independent living skills and activities of daily living
- Transport assistance to escort Service Users to and from day activities, hospital and other appointments
- Support in personal hygiene, including bathing
- Support in getting up and going to bed
- Support with planning and preparing meals
- Support for social activities including visits to pubs, restaurants, sports and social events
- Support with cognitive, social and behavioural strategies
- Support with social skills and personal development
The service will be available up to 24hrs a day/365 days per year. A sleepover service or waking night shift cover will be available in accordance with your needs and wishes. This service can be purchased by social services, primary care trusts, other statutory agencies or by private agreement with Neuro Partners. However, you may wish to purchase the service directly and we will explain the procedures for this when you contact us.
Services Not Offered
Neuro Partners will not carry procedures that are judged to be medical based, where medical staff are required. Staff have the right not to carry out procedures or duties where they believe there is a risk to the Service User, themselves or others, and where they feel they are not sufficiently competent. In such circumstances, the member of staff will report this immediately to their manager so that this situation may be resolved to the Service User’s satisfaction. As an outline to those issues that staff are not permitted to:
- Accept money or gifts from a Service User or a relative of the Service User.
- Borrow money from a Service User, or become involved in lending money to a Service User.
- Take any responsibility for looking after a Service User's valuables, selling or otherwise disposing of goods belonging to the Service User, and must not become involved in betting syndicates (such as the lottery or football pools) with the Service User.
- Accept food from the Service User for a meal which the worker would normally provide for himself / herself. Food for personal consumption should not be taken to a Service User's home without the Service User's permission.
- Cleaning duties outside those specified in the Contract, e.g. spring-cleaning, should not be undertaken without special permission or agreement without the line Manager’s approval.
- Smoke or consume alcohol while in the Service User's home, even if invited to do so.
- Use the Service User's property, e.g. telephone, computer/other IT equipment for his / her personal use.
- Get involved in the financial affairs of the Service User or disclose the personal affairs of other Service Users of Neuro Partners under ANY circumstances to another Service User or any other third party.
Service Cover for Holiday or Sickness of Support Workers
Cover for staff holiday is generally arranged in advance with your consultation, and you have the chance to meet the member of staff covering. We try to ensure, wherever possible, Service Users and / or their advocate will be consulted about changes in their Carer in advance. In all cases, the Service User will have the final decision as to whether a Carer is acceptable for his / her needs.
Where we have no notice of cover change being needed, as a result of sudden staff absenteeism or sickness, we will endeavour to provide you with a member of staff that best suits your needs, and this will be discussed with you by a member of Neuro Partners. In all cases, the Service User will have the final decision as to whether a Carer is acceptable for his / her needs.
It is important to us that you have the Support Worker you feel comfortable with and we will do everything possible for you to have the consistency of staff that you require.
Services Withdrawn or Cancelled
Neuro Partners will make every effort to provide their Service Users with high quality and consistent services, and overcome obstacles to this aim. However, there may be circumstances where service provision has to be withdrawn or cancelled.
Where the Service User's health or safety is considered to be compromised then Staff retain the right to bring this to the attention of both the Service User and the Neuro Partners' management. However, set against this is the right of the Neuro Partners' Staff to be able to undertake their duties without undue hazard or threat to themselves in the form of intimidation, violence or other threat to their general health, safety and well-being within the Service User's home environment. This will refer to the following scenarios:
1. Abuse, aggression, harassment or actual bodily violence from a Service User or a Service User's relative/family member.
2. Attack by a dangerous pet.
3. Working in a home environment infested with pests or vermin.
Where a worker has been subject to unacceptable behaviour from a Service User, or has been attacked by a pet, this will be noted in the Service User's Care Records and reported back to our management. The Service User, or advocate / family member, will be advised of the incident and requested that appropriate action be taken to avoid a recurrence of the incident.
Where service withdrawal is likely, we will inform the Contracting Authority accordingly, to enable contingency measures to be put into place to guarantee continuity of care for the Service User.
Service withdrawal is seen as the ultimate sanction, and will only be exercised when all other avenues for resolving the problem with the Service User have been exhausted. However, it is recognised that Neuro Partners has ultimate responsibility for safeguarding the health and safety of its workers. All actions leading to withdrawal of the Service will be fully documented in the Service User's Care Records.
Service Equipment
Most adaptations and equipment needed for your home will be provided usually through care assessment provided by a local authority (such as a Social Service based Occupational Therapist). Neuro Partners will provide its own items to ensure health and safety of the Service User and the member of staff. For example, latex gloves, plastic aprons, etc.
Where there is a discrepancy as to who is providing items of equipment, Neuro Partners will liaise with the commissioner of the service to ensure the matter is addressed and rectified. However, most of such issues are resolved at the initial assessment and commissioning phase and before intervention commences.
These Services are provided by: Neuro Partners Ltd
The Responsible Individual for Cumbria is:
The Cumbria Service is managed by:
To be confirmed re individual Service User allocation
Structure of Services
Referrals
Referrals can be made through Social Services, the Primary Care Trust, Housing or social support agencies or individuals can purchase the service privately. Neuro Partners reserves the right not to provide a service if through consultation with the Service User, family and/or referral agency it is agreed that the needs of the individual can not or can no longer be met by Neuro Partners. You can contact us on 0191 226 7393. This line is open 24hrs a day, outside 7am to 7pm there is an answer machine. You will also be given a mobile number that can contact an on-call Manager 24hrs a day in an emergency.
Accessing the Service
Following a referral a home visit will be arranged with the Service User, care manager/social worker and the Service Manager of Neuro Partners. If appropriate the Support Worker(s) or other allocated professional may also be present. Following the home visit, a formal assessment of the service users needs will be completed and an agreed care package established, with the support of the Service User, social worker, carer and/or other key stakeholder. This assessment will incorporate a comprehensive risk assessment and a moving and handling assessment undertaken by the Service Manager. We will then review our assessment with you and agree what services you require and the goals of the support worker will work towards. Once we have agreed an action plan, we will ensure that you have a clear written plan, and a full summary of the costs associated with the service.
Support Worker
Neuro Partners will appoint a Support Worker who will work in partnership with you to co-ordinate and ensure implementation of your care plan; an Assistant Psychologist will also be allocated to your case. The Service Manager will attend the review meetings if required and will keep your care manager/social worker advised of any significant changes.
Records
Neuro Partners operates an open access to records policy and you can request to see all information recorded about you in our files. You should request this in writing to your support worker or the Service Manager. We cannot show you third party information, for example, reports written by your doctors. However, we will advise you on what has been taken out, who wrote it and how you can request access to information or records from the author.
The administration of any medication will be recorded. An updated log of all medication administered will be kept and you can see this at any time. We will complete a service report record at the end of each shift / session.
Service User Involvement
Neuro Partners operates a comprehensive Service User representative system, which demonstrates its commitment to a Service User led approach in relation to the design, delivery, development, and monitoring of our services. We encourage you to be an active participant in all aspects of the organisation’s services and your comments and feedback are welcome and considered essential to the quality of provision. We include a Service User representative or relative of a Service User in our core training of staff, and our Service User and Customer Satisfaction data and quality improvement information is reported monthly directly to the Managing Director, and reviewed by the Board of Directors at every Board Meeting. The Parent of an active Service User is also a member of the Board of Directors.
Qualifications of our Staff
Neuro Partners is committed to ensuring that our staff are properly trained and qualified to meeting your needs. Our recruitment process is rigorous and we will check the qualifications and training of all successful applicants. We will also undertake an enhanced Criminal Record Check on each successful candidate.
Our teams are led by qualified and experienced professionals, and supported by our team of Psychologists to assist with any psychological based therapies and behavioural management issues. This ensures that the best advice and support is available from our support workers in meeting your needs.
We operate a comprehensive staff training and knowledge programme and are committed to the continuous professional development of its staff group. Full induction training is given to all new staff members prior to commencing their employment with Service Users.
New staff are mentored and deemed competent before being allowed to go solo on sessions, and all staff are supported by an experienced manager 24hrs a day, 7 days a week, through our On Call system.
All staff will have NVQ Levels II or III, or will be working towards this qualification. Neuro Partners has a long standing relationship with local Universities and colleges to support our commitment to the education and training of staff.
Charges
Charges for Neuro Partners services are available and those Service Users who are meeting their own charges will be given a Schedule of Charges with this handbook.
Volunteers
Neuro Partners recognises the unique nature and valued contribution that volunteers can bring to the services we offer. We are committed to promoting the involvement of volunteers across its services to enhance the range of opportunities available to individuals. Neuro Partners will ensure that all volunteers are appropriately selected, trained and supported. You may refuse support from volunteers if you do not wish to participate in this programme. Volunteers will never been used to provide services which are part of your paid care plan.
Quality Assurance
Neuro Partners is committed to excellence and we have a number of key internal and external quality assurance and key performance indicators to measure the overall services we offer. We will ask you what you think of our services through regular Service User Satisfaction surveys and through visits by the Service Management. In addition we monitor closely our performance in achieving the goals we set, and in achieving the standards set by external agencies, such as the Commission for Care Standards Inspectorate.
We are subject to a number of external examinations of our standards and these include:
- Care Commission Registration and Inspection
- Annual Financial Audit by Tax Assist
- Quarterly monitoring reports to commissioners and external stakeholders
Neuro Partners is committed to building its reputation for quality and for the highest levels of care and integrity in all of our dealings and by balancing the requirements of our Service Users and staff. We achieve this by monitoring closely our services and ensuring that each staff member receives a comprehensive induction, staff handbook and our policies and procedures. We will adhere to the standards set out by CQC, and ensure that our standards reflect best practice and the organisation’s commitment to high quality and innovative services. Our standards fully commit the organisation to meet or exceed all regulatory and legal requirements, including the Human Rights Act.
This process is also added to by Service User and Customer Satisfaction data and quality improvement information surveys, which are sent out to our Service Users and stakeholders every 3 months by the Service Administrator. The Service Administrator gathers such information which is then reviewed by the Service Manager. The Service Manager has to report this information to the Board of Directors and the Community Team in their Quality & Operations Monthly Report. The primary objective is for the Service Manager and their Team to devise and implement strategies to improve service provision and then track the improvement. The information received from Service User and Customer Satisfaction data and quality improvement forms is essential to the Quality Assurance systems and the aspiration to continually improve the service provision to our Service Users.
Monitoring & Supervision of Staff
An important part of delivering a quality based service to our Service Users is the ongoing process of staff supervision and monitoring.
- Staff in their probationary period receives a minimum of monthly supervision with their line manager to review their development, competency and performance.
- Once they have passed probation, Staff receive a minimum of supervision every three months with their line manager. Part of this supervision will be the monitoring of actual care delivery, with the Service User’s permission.
- The Manager may ask that such monitoring activity is unannounced or may be arranged in advance.
- The Manager, as part of the supervision process will also use the feedback form information mentioned above, or may ask to see you and discuss the quality of delivery with you, as this will all go to improve service quality and staff development.
- Staff will also receive a formal 6 monthly performance review and an end of year 12 months performance review.
We would urge our Service Users to fully participate in helping Neuro Partners develop our staff, our services and assist Neuro Partners in addressing performance issues. To this end, if you have any feedback for Neuro Partners please feel free to directly discuss it with your Support Worker or the Neuro Partners Manager detailed in this guide or even directly to the Managing Director.
Professional Conduct & Integrity
We are committed to ensuring that our professional conduct and integrity is of the highest standard. We require that staff shall avoid any act, which may bring their profession, Neuro Partners or its services into disrepute or diminish the trust and confidence of our Service Users.
In a professional relationship between a staff member and a Service User, it is the responsibility of the staff member to identify if and when that relationship no longer serves the aims and objectives of the Care Plan, and to discuss this with their Line Manager. Staff members have the responsibility to present themselves in attitudes, behaviour and personal manner, which will not diminish the quality of service given, or give offence to the Service User or colleagues.
If you have any concerns about the conduct of any of our staff members you should raise these in the first instance with the Service Manager or Managing Director.
Confidentiality
Our staff have signed a confidentiality agreement and will ensure that all such information about you will be:
- Obtained fairly and lawfully
- Held only for lawful purposes as specified by Neuro Partners
- Use or disclose only in accordance with our confidentiality policy and the Data Protection Act
- Adequate, relevant and suited to the purpose for which it will be used
- Accurate and up to date
- Kept no longer than is necessary for the specified purpose and in accordance with the Data Protection Act
- Made available to the Service User on request and subject to access conditions
- Properly protected against loss or unlawful disclosure
We will not disclose information about you without your consent other than to members of your allocated team. However, in some circumstances we may have to break this promise. We will only do this if we think that you pose a risk to yourself or others. In such situations we will tell you what actions we are taking to protect you or others.
From time to time Neuro Partners engages in research activities to promote understanding, knowledge or services for people with acquired brain injury. We will ensure that your rights are upheld and privacy respected and shall consult and obtain your written consent for research activity and publication of any material, which could directly or indirectly identify you. We will however gather anonymous data which is used for clinical audit purposes.
Legal Infractions
Our staff have been instructed that they must never commission or assist an infringement of the law by a Service User, nor actively collude with a Service User in the evasion of the consequences of an illegal act. Please do not ask them to do so.
Gratuities & Benefits
Our staff are not permitted to accept any personal gift or gratuity from a Service User or a relative.
Policies & Procedures
There are a number of key policies that are used to structure our practice and underpin a quality based service. You are welcome to view any of these policies on request. Policies that are available, and this not an exhaustive list, include:
Activities not to be undertaken by Staff Holiday
Assignment of Workers Infectious Diseases
Assistance with Meals Information & Security
Assistance with Medical Care Key Holding
Bad Weather Laundry & Ironing
Bogus Workers Lone Workers
Break Ins Moving & Assisting
Burst Pipes MRSA
Carer’s Handbook Non Attendance
Child Protection Personal Care Assistance
Children (Bed Bathing)
Cleaning & Housework Personal Protective Equipment
Service User Confidentiality Pests
Service User Feedback Planning & Shopping
Service User Finances Review of Care Service
Service User Hypothermia Staff Identification
Service User Pets Staff Meetings
Service User Rights Substance Misuse
Code of Conduct Training
Confidentiality Vulnerable Adults
Electrical Appliances Welfare
Electrical Power Whistle-Blowing
Entering & Leaving a Service User’s Home Wills & Estates
Equal Opportunities Withdrawing of Service
Ethnic Awareness Working Rules & Arrangements
Fire in Service User’s Home Working Time
Food Preparation Young Person’s Safety
Fuel & Heating
Gaining Access to a Service User’s Home
(Service User Non Responsive)
Gas Leaks
Gifts & Gratuities
Gross Misconduct
Hand Washing
Hazardous Substances
Health & Safety
HIV & AIDS
If you wish to see any of these policies then please ask your allocated Support Worker and they will ensure a copy is supplied and even go through it with you if you wish.
Complaints Procedure
Neuro Partners welcomes feedback about services it provides. Neuro Partners needs the Service User to tell us what they think so that we can maintain and develop services that are most valued, to look at those that don’t quite suit peoples’ needs, and to try to put right any mistakes that are made. It is therefore the policy of Neuro Partners to ensure that all users of our services and stakeholders in receipt of our services are permitted and encouraged to voice dissatisfaction with a service or aspect of a service.
1. Our Service Users may complain to Neuro Partners directly, via their Support Worker, an advocate, their Social Worker or they may wish to complain to another agency.
2. You may also contact the commissioning Primary Care Trusts & Social Services Dept, details of which we will supply at your request.
3. Service Users may also complain to your local Care Quality Commission:
www.cqc.gov.uk
4. We value any comment or complaint our Service Users wish to make. Anonymous complaints will not be ignored although it might be more difficult to deal with them in a satisfactory way.
5. Complaints may be made about the service Neuro Partners directly provides or more generically about the overall ethos or approach of the organisation. Also, members of the staff team will endeavour to provide help and support to people with a disability who have a complaint and/or problems with other services which directly or indirectly affect their lives.
6. Neuro Partners recognises that a complaint may be made verbally or in writing.
7. Verbal and/or anonymous complaints will be recorded on the complaints form and forwarded to a Director, who will determine if any action can be taken and whether this is a matter best dealt with by one of the local authorities such as Protection of Vulnerable Adults Officers (POVA) and CQC.
8. If the matter is referred, the only investigation action Neuro Partners will take is to implement the instructions of the POVA Officer and/or CQC.
9. Users of our services may wish to raise minor issues directly with their Support Worker. However, it should be recognised that the member of staff might not be in a position to fully address the nature of the problem, and this should then be passed directly to their Line Manager.
10. It should be noted to Service Users, Neuro Partners has the discretion to refer any complaint to an outside agency where Neuro Partners assesses this as the appropriate action to take.
Stage 1 Complaint
1. If there is something a Service User wishes to comment or complain about, we recommend that it may be useful and easier to discuss the issue with their Support Worker (the Support Worker will inform their line manager and will make an entry into the Service User log/notes).
2. Where possible the Support Worker will try to resolve the problem informally with the Service User (the Support Worker will inform their line manager and will make an entry into the Support Worker log/notes).
3. However, if the Service User is not satisfied with the results of this discussion or the Service User does not feel able to talk to the Support Worker, the Service User can ask to speak to a Manager or to any other staff member the Service User feels comfortable talking to.
4. Alternatively, the Service User could complete a complaints form (see attached) or instruct any person they feel suitable to support them to complete the form, this includes any member of Neuro Partners. Any member of staff can give the Service User this form (on issuing the form, the member of staff must inform their line manager).
5. The completed complaint form is to be issued to the line manager and copied to the Director on the same day of receipt.
6. Both the line manager and the Director will action the complaint and do all they can to resolve this informal complaint to the satisfaction of the Service User.
7. The line Manager and/or the Director will respond to the Service Users complaint within 5 working days and aim to have reached resolution within 10 working days of receipt of the complaint.
8. All complaints and their resolutions will be reported upon by the Director in the monthly Operational Report and reviewed by the Managing Director and at the Board Meeting.
Stage 2 Complaint – Formal
1. If the Service User is not satisfied with the response, the Service User has a right to make a formal complaint.
2. The Service User may either tell a staff member, a Manager, or complete the complaints form.
3. A Director of Neuro Partners will appoint someone, not previously involved in the complaint, as an investigating officer within 5 working days of receiving the complaint.
4. The Service User has the right to be advised who has been appointed and the right to object. However, the final decision on who will conduct the initial investigation rests with a Director.
5. The investigation may involve a visit to the Service User to discuss the complaint in full. Arrangements for a visit will always be pre-arranged with the Service User.
6. Someone of their choice may accompany the Service User during such a visit if they so wish.
7. We will seek to complete any investigation within 14 days of the appointment of the investigating officer, although this may not be possible for more complex complaints.
8. On completion of this investigation the Investigating Officer and a Director will feed the results back to the Service User within 5 working days of the completion of the investigation.
9. The Service User will also be given a written response to the complaint from a Director within this time frame.
10. If a complaint concerns the conduct of a member of Neuro Partners staff, the Disciplinary Procedures may be applied, if necessary. The formal outcome of a disciplinary process is confidential and will not be communicated in detail to the complainant.
11. If the Service User is unhappy with any aspect of the process they have the right to discuss this with the Managing Director of Neuro Partners and staff will assist them in making this arrangement.
12. All complaints will be reviewed by the Board of Directors and Service User Representatives, and will be detailed in the Services monthly operational report.
13. Neuro Partners will disclose all complaints and their resolutions to CQC. Any complaint concerning staff conduct will be disclosed to CQC by a Director and staff are required to follow the instructions of CQC at all times.
Note: Service Users should be aware that we may be required to disclose to Statutory Authorities, including CQC, Jobcentre Plus, Social Services, Primary Care Trust and others about the nature, action taken and disposition of complaints. Neuro Partners will advise Service Users where this is happening.
Note: All Service Users have the right to refer their complaint to whom they wish.
Note: All Service Users will be issued with this Policy and Procedure, and associated attachments.
Forms: Complaints Forms can be obtained by emailing
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