NOMINATED SAFETY OFFICER

Mr Michael Ing, holder of a Certificate in Accident Management.   There is an in-house training system utilising a workbook covering more than 80 major points and principles.  Each is a subject of a lecture and general practice over a period of time.  At the conclusion of that period, a formal Certificate of Performance can be issued.

COMPLAINTS PROCEDURE

It is our stated and written Policy to have and operate a properly defined and operational Complaints Procedure, effective and in place at all times.  We consider this to be vitally important to maintain our image of "good customer care."

Initially, any member of staff who receives a complaint from a client or any person purporting to act on his/her behalf, made either verbally or in writing or by telephone, will without delay report the matter to any Senior member of staff who may be on the premises at the time, or a key worker, who will enter the complaint into the Complaints Book, noting the date and time of the alleged complaint and identifying the initiator.  Thereafter, the matter will be dealt with in the manner set out in the formal Complaints Procedure, a copy of which is given to each client and is exhibited in the Home:

It is the aims of the Home that our services are delivered in a caring, efficient, effective and professional manner.  It is in the interest of the Home to respond to any complaint quickly. The length of time it takes to resolve a complaint may vary depending on the nature or type of complaint.  If the Duty Manager can deal with the complaint, it should be resolved within that working shift or by the end of the next working administration day.  If the Duty Manager cannot satisfactorily resolve the complaint, written confirmation from the Duty Manager within 48 hours will confirm that the complaint has been received and is being investigated. An answer should be received within 21 working days.  If the complaint has not been resolved within 21 days, a written explanation will be issued advising what stage the investigation has reached and an estimated time for a satisfactory conclusion.  If the complaint has a criminal implication or could be a danger to health, it will be dealt with immediately and referred to the appropriate services. i.e. Police, KCC Social Services, Care Standards Commission

Welcome complaints are a way to help improve the service.

POLICY ON CONFLICT MANAGEMENT (RESTRAINT)

Entering a residential home necessarily involves some degree of sacrifice of personal freedom on the part of a client and a loss of independence, which is unavoidable.

The inevitability of the above in no way detracts from our fundamental policy of seeking to maximize the opportunities for freedom and individuality for our clients.

We are ever mindful that in caring for people, we have a duty to care for them adequately and we are very conscious of the fact that the balance between responsible caring and risk taking in providing for individual freedom is crucial

It naturally follows, however, that from time to time circumstances may arise in which we have to deal with a difficult decision that involves either interfering with a client's daily routine, or restricting his or her rights of freedom for their own protection or for the protection of someone else

In such circumstances, we follow the National Care Homes Association guidelines in so far as the same might be applicable to the problem in hand.  We have our own written Policy Statement stating our aims, and individual records will be kept where necessary, copies being forwarded to the local Commission for Social Care Inspection office, after seeking approval from relevant advocates should Restraint Procedures be applicable