Bolton's Leading Homecare Provider

Our primary value

The needs of our clients come first

Our further values

Teamwork through organisation
Mutual respect
Commitment to quality
Community involvement

Objectives

Guided by these values, we look to achieve the following objectives:

• To meet the assessed needs of each service user, based on systematic and ongoing planning of care for each service user, made in conjunction with care managers and other health care professionals.
• To promote the independence of its service users through the provision of a professional, reliable and consistent care service.
• To deliver a service of the highest standard that will improve and sustain the overall quality of life of users of our service.
• To ensure that the service is delivered flexibly, attentively and in a non‐discriminatory fashion while respecting each service user's right to independence, privacy, dignity, fulfilment, and the rights to make informed choices and to take risks.
• To ensure that service users' needs and values are respected in matters of religion, culture, race or ethnic origin, sexuality and sexual orientation, political affiliation, marital status, parenthood, and disabilities or impairments.
• To ensure that the care service in whole is delivered in accordance with agreed purchasing contracts or individual care agreements.
• To manage and implement a formal programme of staff planning, selection, recruitment, training, retention and personal development to enable the care needs of service users to be met.
• To manage the care service efficiently and effectively to make best use of resources and to maximise value for money for users of our service.
• To ensure that all staff receive the necessary training and personal development to perform their jobs in the most effective manner in line with TLC's business philosophy to match the nominated care / support worker as closely as possible with the service user, and to respect the need to change the care / support worker in the event of subsequent non-compatibility.
• To undertake a risk assessment of environmental and ergonomic health & safety hazards within the home of each new service user, and to ensure that areas of concern are duly reported to the purchaser / service user. Such risk assessments will take into account the right of the service user to take risks.
• To ensure that all service users receive written information on the organisation's policy and procedure for handling complaints, comments and compliments, and how to use them.

Our clients rights

PRIVACY : We strive to retain as much privacy as possible for our service users in the following ways:

• Giving help to personal situations as discreetly as possible.
• Guaranteeing service users privacy from unnecessary intrusion and when using the telephone, opening and reading post and communicating with friends, relatives or advisors.
• Ensuring confidentiality of information we hold about service users.

The need for support can threaten to undermine dignity, so we try to preserve respect for our service users' intrinsic value in the following ways:

• Treating each service user as a valued individual.
• Helping service users to present themselves to others as they wish through their own clothing, personal appearance and behaviour in public.
• Tackling the stigma from which our service users may suffer through age, disability or status.
• Addressing individuals by their preferred title.

All service users are encouraged to maintain as much independence and individuality as possible in the following ways:

• Providing as tactfully as possible, human or technical assistance when it is needed.
• Maximising the abilities our service users retain for self‐care, for independent interaction with others, and for carrying out the tasks of daily living unaided.
• Helping service users achieve autonomy and independence of personal decision‐making, including the assumption of reasonable and fully thought out risks.
• Promoting opportunities for service users to establish and retain contacts beyond their home.
• Encouraging service users to have access to and contribute to the records of their own care. All service users receive a copy of their care plan.

We aim to help service users, exercise the opportunity to select, from a range of options in all aspects of their lives, in the following ways:

• By encouraging service users to exercise choice in their selection of organisations and individuals who support them.
• To manage our service so far as possible to service user's preferences as regards to the staff that support them.
• Avoiding treating service users as a homogeneous group.

We want to help our service users to realise personal aspirations in all aspects of their lives. We seek to assist this in the following ways:

• Informing ourselves as fully as each service user wishes about their individual histories and characteristics.
• Responding appropriately to the personal, intellectual, artistic and spiritual values and practices of every service user.
• Respecting the service user's religious, ethnic and cultural diversity.
• Attempting always to listen and attend promptly to any service user's desire to communicate at whatever level.
• Encouraging the fulfilment of personal aspirations and abilities in all aspects of daily life, including the chance to develop new skills and knowledge.

We aim to help our service users to continue to enjoy their rights in the following ways:

• Provide easy access for our service users and their friends and relatives to complain about or give feedback on our services.
• Encourage our service users to make full use of all services present in their local area.

We draw on expert professional guidelines for the services the agency provides. In pursuit of the best possible care we will do the following:

• Produce with the participation of each service user, regularly update, and thoroughly implement a service user plan of care, based on initial and then continuing assessment.
• Assist in obtaining knowledge about conditions and prospects, options and opportunities, and other ways of improving the individual's life.
• Take steps to safeguard the service user's privacy and dignity in all aspects of the delivery of health and personal care.
• Treat with special care service users who are dying, and sensitively assist them and their relatives at the time of death.

We know that service users may become dissatisfied from time to time and may even suffer abuse. To tackle such problems we will do the following:

• Provide and operate a simple, clear and accessible complaints procedure.
• Foster a secure environment.
• Take all necessary action to protect the service user's legal rights.
• Make all possible efforts to protect service user from every sort of abuse and from the various possible abusers.