What you can hold us to
Anyone inviting a carer into their home deserves to know what to expect. These are the standards we work to. They're the ones set out in law and national guidance for every home care provider in England, and they shape how we recruit, train, plan care and run the service day to day.
The five questions CQC asks of every service
The Care Quality Commission looks at whether a service is safe, effective, caring, responsive and well-led. Here's what each one means for you in practice.
Safe
Carers are recruited safely, with enhanced DBS checks, references and right-to-work checks. Risks in your home are assessed and written into your plan. Medicines are handled and recorded properly.
Effective
Carers are trained before they start and kept up to date. We work with your GP, district nurses and other professionals so your care joins up.
Caring
You're treated with kindness, dignity and respect. Your privacy, culture, faith and personal choices are respected in how care is given.
Responsive
Care is planned around you and changes when you need it to. Complaints and concerns are listened to, looked into and answered.
Well-led
The service has a CQC Registered Manager who is responsible for the quality of care. We check our own work through regular audits and ask for your feedback.
The law and guidance we follow
Our policies and training are built on these.
CQC Fundamental Standards
The legal baseline for care in England, set by the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
NICE guideline NG21: Home care
National guidance on planning and delivering person-centred home care.
NICE guideline NG67: Medicines
How medicines should be managed for adults receiving social care in the community.
The Care Act 2014
Including our duties to protect adults from abuse and neglect, working with local safeguarding teams.
The Mental Capacity Act 2005
Supporting people to make their own decisions, and acting in their best interests where they can't.
The Care Certificate
The national set of standards new care workers complete as part of their induction.
UK GDPR and the Data Protection Act 2018
Keeping your personal and health information private and secure.
Registered with the Care Quality Commission
CQC is the independent regulator of health and social care in England. It registers, monitors and inspects care providers, and publishes its findings so you can see how services are run.
Raising a concern or complaint
Talk to us first. Call 07493 759573 or email sbihi95_10@outlook.com and your concern will go to the Registered Manager, who will look into it and get back to you. If you're not happy with how we've handled it, you can contact your local council, the Local Government and Social Care Ombudsman, or share your experience with CQC.
If you think someone is at risk of harm, tell us straight away. In an emergency, always call 999.