Extra Hands are committed to providing the best possible care to our Service Users together with the very best working environment for our members of staff.
In order to reach and sustain this level of commitment we have developed first class standards, policies and procedures. In fact, our procedures are so good that we regularly break the mould in the care industry by setting new standards and policies well in advance of their required use and are often praised by our regulatory bodies for doing so.
We invite you to examine the way we do things and we are always looking for ways to improve so if you have any comments please don't hesitate to contact us.
Extra Hands have the following policies and procedures in place to safe guard both Service Users and our Domiciliary Care Workers.
To ensure that Extra Hands offers a high quality service to our Service Users we have the following procedures in place:
Service Users and/or their relatives/advocates are encouraged to contact us if they do not understand or feel satisfied with any aspect of their care. There is always someone on call to assist and our office hours are 9am - 5.30pm. Please be aware that out of office hours are for emergencies only.
Extra Hands is committed to providing a reliable, flexible and effective service to all Service Users. Every effort is made to ensure that the specified service is delivered in the agreed manner at the correct time and place. However, there are a number of particular instances when Extra Hands reserves the right to withdraw or refuse a service. These occasions are described below:
Where Extra Hands Care Management believes the stipulated pattern and/or type of care to be inappropriate to the needs of the Service Users and/or prejudices their continued health and well-being.
Where the environment in which the Care Staff are required to work is likely to affect their health and safety.
Where there is a real threat of physical violence to Care Staff.
Where the Service User and/or friends/relatives of the Service User direct continued verbal abuse towards Care Staff.
Where correctly presented invoices are not paid within the prescribed period. In these circumstances Extra Hands always endeavours to adopt an understanding approach to personal financial difficulties.
Refusal
Refusal of service will be notified, in writing, at the earliest opportunity following the Service User’s request for a service, along with the reason for the refusal. If satisfactory guarantees can be provided by the Service User or Service User’s representatives that ease the identified area of concern then the provision of service will be reviewed.
Withdrawal
Reason(s) for the withdrawal of a service will be notified immediately in writing to the Service User, their representative, GP or Care Manager where appropriate, and Extra Hands management. This procedure will only be varied if there is immediate risk to the Care Staff’s welfare.
Let us have a conversation about how we can help you or your loved one.
Extra Hands covers many parts of Norfolk, please contact your nearest office for assistance
Call one of our managers on 01485 570611 or 01603 898623
Extra Hands of Heacham Limited - Norwich Office
REQUIRES IMPROVEMENT
12 June 2021
See The Report
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