STATEMENT OF PURPOSE

Pinnacle Care and Support Services Ltd was established to provide a high standard of personal care services to adults who require support to live an independent life, as far as possible. This could be in the privacy of their homes, in supported living accommodation or in other specialist housing within the community, according to the individual’s assessed needs.

AIMS

Pinnacle Care and Support Services aims to provide safe, effective, compassionate and caring services which safeguard, promote the health, welfare and quality of life of vulnerable people in the community by qualified staff.

OBJECTIVES

Our objectives are to provide services which:

• Are reliable, dependable and responsive.
• Show courtesy, promote dignity and respect and that service users are safeguarded from the risk of abuse or harm.
• Meet the assessed physical and emotional needs of service users.
• Recognise the individuality and diversity of each service user.
• Maximise independence including service users taking reasonable and fully thought out risks.
• Offer choices and enable service users to make decisions about how their care is to be provided.
• Pinnacle Care and Support Services will achieve their aims and objectives by:

Promoting and upholding the privacy, dignity, rights, health and wellbeing of people who use our services and their care workers at all times.

• Employing competent, well trained management and care staff.
• Developing robust policies and procedures in line with relevant regulatory requirements.
• Providing accessible and up to date information for prospective and existing service users and their representatives.
• Being flexible in delivering services to meet the changing needs of those who use our services.
• Offering continuity of care through named, allocated carers and collaborating with other health and social care professionals.
• Listening to comments and suggestions by service users and their representatives to develop and improve services.
• Developing quality assured system which allows responsible individuals to continuously monitor, evaluate and develop practices.

NATURE OF THE SERVICES PROVIDED –

PERSONAL CARE

Pinnacle Care and Support Services is registered with the Care Quality Commission for the delivery of Regulated Services to adults.

[Regulated Activity – Personal care]

The defined Regulated Activities are delivered to a wide range of Service users which include the following:

• Older persons (65+)
• Adults from 18-65 yrs.
• Learning Disabilities
• Dementia

Pinnacle Care and Support Services provides a regulated and unregulated services which are tailored to the needs of the individual service user. Our support services include:

Regulated Service

• Personal care to include washing, dressing, bathing, toileting, administering prescribed and PRN (when required only) medication.

Unregulated Services:

• Domestic duties to include washing up, cleaning, laundry etc.
• Maintenance duties to include shopping, food prep, pension collection.
• Social duties to include engaging with clients, enabling, motivating, developing and promoting friendship.
• Monitoring duties to include support with self-medication, health related activities, recording appropriately tasks undertaken.

RESPONSIBLE INDIVIDUAL/REGISTERED MANAGER-

QUALIFICATION AND EXPERIENCE 

Our Registered Manager is a tested and experienced care person, with over ten years experience in the care sector. She has developed a thorough understanding of some of the factors which affect care services in the community as a result of her contact with various client groups across the UK. Our registered Manager holds a post graduate qualification in Healthcare Management.

CARE STAFF RANGE OF QUALIFICATIONS

 All our care staff are encouraged and supported to gain qualifications to a minimum of NVQ Level 2 or the QCF (Qualifications and Credit framework) Level 2 Diploma within 12 months of employment. All members of our team will receive the full range of training in line with statutory requirements which will include training on:

• Safeguarding of Vulnerable
• Adults / Whistle blowing
• Health and Safety
• Infection Control and effective hand Hygiene
• Moving and Handling
• Food Hygiene
• First Aid
• Fire Safety
• Medication
• Equal Opportunities
• Dementia awareness
• Learning Disability & Autism awareness
• Managing Challenging behavior
• Record keeping, Documentation and effective communication (verbal & written)
• Mental capacity Act and Deprivation of liberty Safeguards

We continually review and support our staff with any additional training they may require.

 Accessing our Service.

• Via your local Authority
• Self-funded

Delivery of Service

After completion of the care planning process, Pinnacle Care and Support Services will ensure that all documentation is agreed and signed by all parties. Where applicable a contract will be issued.

Pinnacle Care and Support Services seek to maintain and promote the independence of the individual and regards itself as an enabling rather than a doing provider. We strive to work with Service users, their families, or their representatives in order to deliver a tailored and individual service.

Self-Care statement.

It is important that Service users and their families or their representatives engage with us in the promotion of self-care and independence of the Service user.

Infection Control statement

As part of the new registration requirements, the Department of Health issued a Code of Practice on Infection Control which Pinnacle Care and Support Services has implemented in full. Our infection and Prevention Control Lead is the Registered Manager. She is responsible for ensuring our Compliance in this area. From time to time infection incidents occur such as Localised outbreaks of Norovirus or diarrhoea and vomiting which mean the imposition of safeguards to prevent further infection will need to be put into place. Where practical, Service users, their families or representatives will be involved in any such discussions or arrangements to assist in controlling the further spread of infection.

As part of our registration and inspection regime we must comply with government legislation and our contractual obligations to Local Authorities. In addition, the protection and safeguarding of Service users is paramount.

Safeguarding Statement

As part of our duty of care to Service users and staff, their protection and safeguarding is at the core of all we deliver. From time to time incidents occur which need to be placed in a safeguarding context. When this happens Pinnacle Care and Support Services will work with multi-agency partners, Service users and staff in any investigation which needs to take place. We are aware of how distressing such an investigation can be and will through support and assistance seek to minimise any such distress whilst fulfilling our duty of care and legal obligations.

Complaints Statement

In order that we can continually strive to improve our services, complaints are an extremely useful barometer in evidencing the quality of our services. We therefore encourage service users, their families, or representatives to discuss openly with us any aspect of their care which in their experience falls short of the standards expected. Please do have the discussion and where we cannot resolve together the issue we will support and assist you in taking the matter further.

Quality Statement

As part of the Regulatory requirements of the Health and Social Care Act 2008 (Regulations 2014) we are required to assess and monitor the quality of our service provision for inspection purposes. From time to time we therefore need to assess the quality of service and we use questionnaires and audits to ensure that we are gathering the information required. By interrogating the data, we can present this in a way that evidences our compliance. Pinnacle Care and Support Services is aware of the difficulty of engaging service users in quality monitoring and will seek with them to develop more initiative and use friendly way of measuring quality.

All quality reports are available to our service users, their families, or representatives on request and in an accessible format.

QUALITY ASSURANCE

The service is audited and evaluated against the Health & Social Care Act 2008 (Regulated Activities) Regulations 2010 and associated outcomes by the Care Quality Commission.

Pinnacle Care and Support Services is also required to keep the regulator informed of the services it is providing.

Monitoring visits to clients are arranged by Pinnacle Care and Support Services on a regular basis to ensure the service continues to provide safe and appropriate care and support that both meets client needs and protects their rights.

Pinnacle Care and Support Services will identify and manage risks to both clients and staff and will seek professional safety advice when required. 

Our staff, other professionals, service users, family and relatives are asked to complete an annual satisfaction survey which form advisory reports and taken into account in the drive of continual service improvement.

Independent monitoring of quality of our services is carried out separately by local authority with whom Pinnacle Care and Support Services is contracted to provide certain services for clients funded by the local authority.

At management level, the Registered Manager carries out spot checks, unannounced visits to monitor performance of care staff, audit of system of work and practices, etc.

All staff have an induction period of at least seven days, to include the mandatory training, essential training and shadowing. All members of staff are required to obtain a satisfactory Enhanced DBS police check and supply two checkable references before employment commences.

COMMENTS, SUGGESTIONS AND COMPLAINTS PROCEDURE

In brief, Pinnacle Care and Support Services aims to resolve all concerns and complaints swiftly and effectively. The staff receiving the complaints will initial try to resolve the complaint informally by discussing the matter with the service user or their representatives.

The focus at this stage will be to ‘problem solve’ and agree a way forward which is acceptable to the service user. It is expected that this will take up to 5 working days. If a longer period is required, staff receiving the complaints will negotiate this with the service user. The detail of the complaint and outcome will be recorded and passed to the Registered Manager who will contact the complainant to let them know that he is aware of their complaint.

During any stage of the procedure, the complainant will have the right to approach or contact responsible body directly, please use the following details:

Where a Local Authority or Primary Care Trust commissioned the care, a complaint can also be taken to them. Contact details will be available in the service user’s Welcome Pack and Care Plan.

Contact for Local Authority that covers our registered office is:

Chelmsford Adult Social Care
Customer service Centre
Civic Centre
Duke Street
Essex
CM1 1JE

01245606606

Our contact details:

Pinnacle Care and Support Services Limited

Vision Offices
Saxon House
27 Duke Street
Chelmsford
Essex
CM1 1HT

+01245 202 26907494166657 / 07882525173
Email: info@pinnaclecareandsupport.co.uk

Local Government and Social Care Ombudsman

Telephone: 0300 061 0614, 08:30 am – 05:00 pm, Mon to Fri
Text ‘call back’ to 0762 481 1595

Other relevant body

The Care Quality Commission (CQC). CQC is the body responsible for registering and inspecting domiciliary care agencies in England and Wales. CQC National Correspondence

Citygate Gallowgate
Newcastle-Upon-Tyne
NE1 4PA

Tel: 03000 616161 Fax: 03000 616171