About Us – Miles Care Services

Mission Statement

Our 24-hour CQC – registered services are for people aged 18 years and over who require on-going support in the community to enable recovery and support with relapse prevention. Our support services caters for individuals with Learning, Physical and Sensory Disabilities, and those with Acquired Brain Injuries and Mental Health Problems. We also help with Social, Physical, Domestic and Personal Care for individuals in their own homes.

We work collaboratively with community teams in meeting individual needs. We offer a person-centred approach ensuring that our clients spend as much time at their own home as they desire. We enable independence and ensure that individual recommended care plans are followed when they are referred to our service. This is offered alongside practical support with daily living tasks, such as preparing meals, managing finances and self-care. For those clients requiring escorts to the community recreation centres we offer support and promote choices of activities.

We focus on supporting individuals to improve their wellbeing by reconnecting with their community, reducing isolation and building informal support networks. This can involve support to access and utilise local facilities, socialise, develop hobbies and friendships and participate in community activities and groups. We facilitate visits to appointments such as GP and other specialist services.

We work with voluntary groups around the City to ensure the vocational needs of our clients are well maintained. We have arranged bespoke packages of care that allows us to offer on-going relapse prevention work, education and training opportunities. We are close to the local colleges and the universities, should our clients require ongoing education.

We work with individuals, preparing them for independent living. We identify goals for each client at the point of referral and each client will have a care plan to work towards. We take pride in our person–centred approach, by being flexible and treating each service user as an individual, to ensure our service users receive a high quality of care.

Mission Statement

Our service works in accordance to the CQC and Domiciliary Care Agency Standards Regulations 2002, of the National Care Standards. To provide patient-centred healthcare with excellence in quality, service, and access.

Our Healthcare provision is guided by key values:

We build and maintain Therapeutic relationships with the people we work with.
We are committed to caring and believe that our clients come first.
We provide individualised care and treat each person with respect and dignity.

We provide a patient-centred service and we aim to maintain a safe environment for the people we work with ensuring they feel safe and secure within themselves.

Our staff are trained to be good communicators and active listeners. We have cultural awareness and are respectful in our approach. We recognise that we have to go into people’s houses and provide care in the privacy of their own homes. Our staff are friendly, helpful and relate to each person as an individual, recognizing their values, relationships, cultures, and needs. We go the extra mile to meet their expectations.

Aims and Values

We aim to ensure that our service users remain safe and feel secure during our delivery of care. We aim to safeguard our service users from potential harm and abuse. Our interventions are tailor-made to achieve identified goals during comprehensive assessment. We are aware of cultural difference and preferences, hence we endeavour to involve families wherever possible. We work collaboratively with the service users to help meet their needs.

We treat our service users as individuals and respect their values, ensuring privacy and dignity. We have a safeguarding policy and procedures that provide guidance to staff and service users. Our values of Respect, Empathy, Helpfulness, being Responsible and Professional allows to keep findings ways to further improve our service. We deliver care according to the CQC standards ensuring our service users are:

Safe and not being taken advantage of in any way
Safeguarded from all forms of possible abuse
Supported through their illness and through the journey of recovery
Have an assessment of need and a care plan and receive care delivered in a dignified manner
Will not be exposed to discriminatory practises

Objective

Our main objective is co-production as a way of working collaboratively with individuals using our service. This is aimed at maximising service user potential for independent living. We have a personalised and bespoke approach to our care delivery aimed at keeping service users safe and supported throughout their stay. We have a variety of quality of life activities that promotes health lifestyles. We aim to ensure carers are involved wherever possible in supportive service user meet their needs.

Evaluation of Aims and Objectives

We have policies and procedures that are compatible with the National Standards of care set by the CQC and the care act. We ensure that staff working for us receive adequate training on the policies and procedures, therefore ensure high quality of care and support. Our policies and procedures are designed to promote independence, choice, and maximisation of capacity to make decisions, privacy, safeguarding, human rights and quality of life. We have an assessment process that involves the service user and their significant others in the process. We also consider physical health issues in our holistic approach to care planning guided by the NICE guidelines and other national standards. We have a platform for case reviews that involves the community social services and in private clients their preferred representatives.

We have a backup system to ensure there are staff on call should this be required. We offer supervision to our staff and appraisals related to performance.

We utilise client’s feedback to ensure we learn from both positive and negative feedback.

Contracts and Agreed Arrangements

There is a contract which involves terms and conditions set out by both Miles Care Services Limited and service users. The contract will outline expectations that need to be followed by service users and Miles Care staff as well as roles and responsibilities of all parties involved and the need for both parties to adhere to the agreed conditions.

Support Team

We have a team of support workers who have completed Care Certificate training. This is a minimum requirement by the service. The Domiciliary Care service is managed by a Registered Mental Health Nurse. Our staff are DBS checked and go through rigorous screening process.

Our staff are well inducted to the service policies and procedures, receive training in safe guarding adults, basic care, medication training, food hygiene, manual handling, incident management, first aid and health and safety. We provide training for both physical health monitoring and interventions for mental health needs. In some cases our service users may escalate and may present with challenging behaviours, we provide de-escalation techniques for challenging behaviour, risk assessment and incident management.

We offer record keeping training for our staff to document service user’s activities throughout their care.

Referrals and Pre-care

We offer services to clients referred via the local authority and Private clients. We mainly accept referrals from the local authority who is currently our main provider. We will however also consider private clients who require live in care and other assisted care services.

When a service user is referred to our service, we will carry out a pre-care assessment of needs. This comprehensive assessment will inform staff, service users and their carers of the required needs. Care packages are discussed at the point of referral and the key aims of admission will be agreed with the service user and significant others.

Copies of the pre-care assessment together with the proposed care plan will be shared with the referrer and the service user. Holistic care plans which include physical health care will be drafted in collaboration with the service user.

Private Care Provision

Private care service users will be expected to respond to our adverts on the website and information shared at care conferences. A qualified professional will carry out comprehensive assessments of needs and a contract will be agreed.

Monitoring/Reviewing and Re-assessment Quality assurance

The service has a quality assurance process whereby a senior member of the service will carry out quality visits to the service user’s home. The main focus will be on reviewing care plans, risk management plans, incident management reviews, complaints handling, and obtaining feedback from service users. The professional will also carry out a service user survey which allows service improvements. Care plans will be updated in the event of any changes to a Service User presentation. Care Audits results will be discussed in the management and governance meetings.

There will be monthly meetings with the Case Managers, Service Users and Carers aimed at addressing any concerns that may arise. During these meetings staff will provide a liaison progress report on respective service users. Any serious incidents will be discussed during this meeting.

Review/Withdrawal of Support

There may be occasions whereby care may need to be terminated or suspended for a period of time, this could be due to an admission into a hospital or upgrading of care settings such as moving into inpatient care services. We expect that the local authority provide us with a reasonable amount of notice. A minimum of 24 hours’ notice is required for any planned withdrawal of care. The Case Manager responsible for the service user will liaise with the care provider to ensure plans are in place for the reinstating of care when required. In the case of emergency withdrawal due to hospitalisation the service will liaise with Case Manager for a possible temporary freeze to the charges.

Private clients are expected to contact the service 24 hours before terminating a contract and in the case of emergencies, arrangements will be made between the service and identified carers to ensure service remains on standby should it be required.

If there are any complications that may force the service to withdraw its’ service then a one month notice period will be provided.

The service will ensure policies and procedures are adhered to by all parties involved. All staff are expected to have read and understood the policies and procedures during induction. The team will work within the following guidelines and procedures:

Health and Safety at Work
Moving and Handling Operations
Confidentiality Procedures
Data protection Act 1998
Safe Guarding Adults
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