Kaleidoscope Care
 Make staying at home the better choice

                                                                                     A Guide to Those Who Use Our Service
                                                                      and the arrangements

The Aim of this Statement  
This is a summary of basic information about Kaleidoscope Care Limited for users of our service, people who are considering using our services, and the friends, relatives, carers and representatives of users and potential users.   It includes fundamental material required by the Domiciliary Care Agencies Regulations 2002.  A complete statement is available on request.

Our Purpose
Our statement of purpose recorded at the office covers:

a).   our aims and objectives

b).   the nature of the services provided

c).   the names, addresses, qualifications and experience of the people who manage  Kaleidoscope Care Limited

d).   the range of qualifications of our carer workers

e). our arrangements for handling complaints and suggestions

Our Aims and Objectives 
Kaleidoscope Care Limited aims to provide care and support for people in their own homes to enable them to continue living an independent, dignified and purposeful life and encouraging them to retain control though an informed and genuine choice over the care they receive from us.  The formal areas we aim to enable are privacy; dignity; security; independence; choice;  fulfillment and the ability to exert civil rights
 
It is our ultimate goal, depending upon the availability of our Care Workers, to provide a totally individual personal approach to your care needs within the agreed time frame, through reliable, friendly, highly competent, and motivated personnel who have been selected to meet your particular needs. 
 
The competence of those who have all been personally recruited and selected to care for you are central to our service.

Principles
We are concentrating our efforts on selecting the best people who genuinely care for you.

This will allow us to meet more of your personal, individual needs and be of greater support to you.

We have no intention of becoming a large national organization, we are a medium sized family owned business, with the owners and directors still involved.

We strive for continuous improvement in all we are doing, be it caring, organizing work schedules, looking after the employment conditions and offering a good place to work in a very friendly but professional environment.

The aim is to provide a primary carer supported by colleagues who alternate with your primary carer when they are on days off.  This will keeps a known, friendly face coming to support you. 

We pride ourselves on the professional training and qualifications we encourage our team members to achieve.

Your needs are carefully assessed and care plans are developed and you are consulted before we implement, monitored and changed as agreed with yourself.  All such care packages are very personal affairs.

Where We Operate
1. We cover the Northern part of Herefordshire including all the Northern county within the Worcestershire and Welsh borders.

2. Also, we cover the Southern part of the County of Shropshire up to All Stretton and West to the Welsh border.

Organisation Structure
At Kaleidoscope Care Limited we are a privately owned Limited company and the Directors are involved in the daily management of the Company.

The Management team are devoted to making us a very friendly quietly efficient and professional Domiciliary Care Agency and greatly value the respect  for the excellent personal service we give.

The teams have a blend of youth and mature / well experienced Care Workers.   All have or are working towards their Professional National Qualifications and undergo frequent Continuation skills training in compliance and professional subjects to improve their capability for your benefit.

We pride ourselves on the level of service each one of us is striving to maintain.   There are ever increasing demands and frequent changes being placed upon us. 

Service we Provide
The type of services we offer normally contain a mix ranging from a purely domestic cleaning, to shopping, right through to very personal and professional care requirements.

We have drawn up a list of all the tasks / activities you can call upon us to discuss with you and develop your very own and personal care package.  

People for Whom the Services are Provided
The groups of people we help can be seen in the following list:

• Older people
• People with physical disabilities
• People with sensory loss, including those with dual sensory impairment
• People with some mental health problems, dementia, for example
• People recovering from a period of hospital confinement
• People who may need the companionship
• People with a learning disability
• Family or personal carers requiring some assistance
• The age groups range from young adults through to centenarians who are often as active as those forty years younger

How Do We Provide the Care? 
It might be easier just to take you through a care package from initial enquiry to implementation –

1. You or a family member or even a friend or social worker will contact us and ask if we can provide help to an individual;

2. An outline of the sort of care package is given and times of visits, etc, and then
3. We identify where you will be living and where the care will need to be provided, i.e. your home, in a Warden Controlled block of flats, etc.

4. If it is convenient and possible to come and visit you to discuss your needs within the next few days, we will do so;

5. We may, at this stage when we deal with Social Services, submit a ‘quote’ for the service, whether we can provide the support and a day when we can start. This allows the social service department to arrange finances;

6. If you are self-funding, then we give you a quote and outline when we can start;

7. In both cases, once it is possible to meet with you we will come to your home.   We then discuss your needs, assess our ability to provide the support, identify what special equipment you have or may need and identify any potential concerns and risks to you, your family and our care workers.
    

Risk Assessments
We do carry out a number of risk assessments coving Medication, Money Handling, Equipment, Hoist and Lifts, Manual Handling and Moving of People, etc.  this all helps us provide you with a safe and secure package of care where we have minimized any risks to you from the work activities we will be carrying our in your home;

Care Plans, Confidential Documents
Once this initial stage has been completed, we return to our office, prepare all the documentation.  This consists of  a file with copies of the service quote, care plan, medicinal needs (if any) and other specific requirements such as handling any of your money whilst shopping for you.   We then set up all the records and consent forms and type of receipts required, so you are fully at ease over our financial and service honesty.   We have copies in our office for our emergency use out of hours.

After all the above is prepared, we brief the care workers after selecting the right one for your needs.   Wherever possible on the first visit, the Care Manager hands over all the documents in a ‘client file’ which is then kept in your home.   A diary is added to the file so we can then record all the visits and note the completion of tasks and any other concerns we or you may have during each visit.

Terms, Conditions and Fees
Terms and conditions of business are outlined in our Care Agreement and Fees are shown on your quote which when the service is implemented is what will be invoiced to the right person!

Complaints
Should you have a concern, a minor complaint or a more serious one we want and do expect you to tell us, if you want to formally complain we do have a formal complaints procedure and a copy is placed in the ‘client file’ we place in your home.

Initially speak with your care worker if you need them to do something differently as you like things done is a certain manner, as long as both parties are polite to each other an very minor issue can easily be resolved;

If it is of a more nature then you may wish to contact our Care Manager and arrange to meet and discuss your concern, we will be happy to meet with you;

A slightly more serious matter you may wish to speak with the General Manager in which case please do so or write and we will get in touch to arrange a meeting to discuss the issues and try to resolve at an early stage;

If it is a serious complaint, depending upon the issue raised the General Manger will follow up and investigate and write to you with a view to resolving the matter positively and courteously.

Quality Assurance Programme and Care Needs Reviews  
We have a regular and ongoing programme of auditing and reviewing our services and the Care Needs of our Service User;

As part of our desire to continuously improve our services we do seek the input of our service users by having regular reviews of their care package and on a more formal basis a major Quality Service Audit annually.   All comments are read inwardly digested and we then work to make the improvements suggested.

Key Policies
We Manage our business based upon a Commitment to achieve the desired outcomes through the effort we put into it;

We treat our staff as individuals who are caring and  thoughtful people helping others who need their support;

We talk and behave with them the same as we would like to be treated and spoken to they are not servants but people helping others in a truly ‘community spirit’ and should be treated with the respect you deserve.

All employees are governed by the Employment legislation and Confidentiality clauses to protect both them and you.

We operate a Health and Safety Programme which is geared to improving their ability to work safely in any environment they may be in, it is for your safety and wellbeing also!

Insurance
The company has Employers and Public Liability and Professional Indemnity cover that meets the legal requirements for this type of business.

Hours of Business
We operate our services between 07.30am and until 10 pm each day, 365 days a year.

The Main Office at 17 West Street, Leominster is open Monday to Friday: 8am to 5pm

After these hours and between 5pm and 10pm and again 7.30am until 8.30 there is an  ON-CALL DUTY OFFICER who will be able to deal with the enquiry / incidents;  

You only need one telephone number and when the Office is shut, it automatically gets transferred to our on call duty manager.
 

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