AIMS AND OBJECTIVES

  • To provide highest standard of home care, supported living and domiciliary service to our service users (anyone over the age of eighteen years).
  • To ensure that client dignity, independence and freedom of choice is not compromised.
  • Consistency providing/monitoring highest standard of are through;

– Regular staff meeting training and supervision of our staff to ensure highest standard of care at all time.

– Encouraging and seeking feedback from our clients and staff concerning the service we provide with a view to ensuring adherence to highest standard of care and for staff improvement.

– Making explicit to our clients procedure on how to lodge any compliant concerning the service that we provide, ensuring that all complaints are treated accordingly within a specified time frame.

NEEDS AND RISK ASSESSMENT

Prior to offering services, we make sure that the needs, preferences, and dangers of a potential service user are carefully considered. Our goal is to make sure that each service user’s needs are met by the care and assistance Midlands Medicare Agency Ltd. delivers. We make sure that needs and risks are reevaluated as often as necessary, and that the care and support offered are flexible enough to respond to shifting demands or requirements. We strive to consult all pertinent parties in the needs and risk assessment process from the beginning of the referral process.

CHARTER OF RIGHTS

The goal of high-quality care and support services must always be to encourage a way of life for service recipients that enables them to fully exercise their human rights. Our work with service user is guided by the following values:

Dignity- To exercise one’s right to dignity, one must acknowledge both the inherent worth of each person as an individual and the uniqueness of each person’s needs.

Privacy- The right to privacy includes the freedom from unwanted attention or intrusion.

Choice- The ability to pick independently among a variety of possibilities.

Independence- the ability to think, plan, act, and take calculated risks without constantly consulting others.

Security- When delivering assistance to vulnerable adults and people with disabilities, it can be challenging to strike a balance between promoting their greatest level of freedom and ensuring that they are not exposed to unneeded risks. Therefore, ensuring the safety of service users entails trying to create a setting and support system that affords logical protection from harm, comfort, and easily accessible aid when needed. This shouldn’t be taken as a call for an entirely risk-free or safe lifestyle; taking calculated risks can be both entertaining and important.

Civil rights- Everyone has the right to live as fully as they can in the community, making decisions and taking part in everyday activities, regardless of their handicap, race, religion, gender, age, or sexual orientation.

Fulfilment- has been described as the chance to realise one’s own potential and objectives. Although it recognises and responds to levels of human satisfaction distinct from those that are physical and material, fulfilment is challenging to generalise since it deals with the very aspects of living that make people different from one another.

Principles of Service Delivery

By the way our services are rendered to them, Midlands Medicare Agency Ltd respects each service recipient as an individual and acknowledges their potential and human rights. The following guidelines form the basis of how our organisation interacts with its clients.

Relationship with Staff

Support staff members fully commit to assisting service users in establishing and sustaining a more independent way of life.

All staff members treat service users with the utmost respect and regard and treat them like full, equal citizens.

Service users’ preferences for how they want to be addressed are respected by staff.

Regular meetings between service users and their key worker are encouraged to evaluate care and support plans and make sure that current requirements are being addressed. Future goals and any unmet needs are also considered.

Possessions and Privacy

The right to privacy and independence in connection to one’s home is guaranteed to service users.  Users of the service should feel free to host personal guests, families, and friends without fear of employee interference or intrusion.  Personal items owned by service users must be respected and not utilised by others without authorization.

Meals

Service users are provided genuine options and recommendations so they can eat meals that suit their preferences. They can participate in every step of meal planning and preparation if they so want. Users of the service are free to decide when to eat, while staff members are always available to help.

Accessing Community

The homecare and supported living services provided by Midlands Medicare Agency Ltd encourage and assist clients in using community resources. We assist service users in establishing connections with others who share their preferences and cultural backgrounds.

The ability to use a variety of amenities is available to service customers.

The community’s available hobbies and leisure activities are encouraged by Midlands Medicare Agency Ltd. Activities that can be pursued individually or in groups can be social or cultural in nature. A concerted effort is made to prevent these facilities from exacerbating any stigma.

The usage of services provided by community-based external providers is encouraged for service consumers. Counselling, advocacy, friendship, and family mediation are a few examples of these.

Health Care

Service users are helped to find information on health care practitioners or their medication if they request it. Service users will be supported and encourage with the responsibility of their health care and medication.

Service User Consultation

According to Midlands Medicare Agency Ltd, ‘participation’ is a crucial component of a service user’s inclusion in decision-making. By utilising the available procedures for dialogue and support, service users are encouraged to gain power. discussions with managers or supervisors, assistance from outside agencies, or advocacy support, for instance.

Every employee is aware of where the office’s Policies and Procedures are kept for reference. To improve service delivery, service users are actively urged to adjust policies and practises.

Nature of Services We Provide:

Our services are centred on assisting service users in achieving and maintaining the greatest level of independence and control while also seeing an improvement in their quality of life. Support staff who have received training and experience deliver the services.  Services can be offered 365 days a year, around-the-clock. This normally consist of:

  • Personal care service for any adult clients (above the age of 18 years). Personal care can include assistance with washing, bathing showering shaving, toileting, oral care, dressing, feeding, and continence care assistance with taking prescribed medications.
  • Address some of the issues that vulnerable persons with special needs experience when they leave residential care or hospitals and transition to supported living programmes.
  • Enable vulnerable adults to develop their confidence and maintain their dignity by retaining control over the care and support services they receive.
  • Companion sitting service for any adult clients in their own homes.
  • Night care service for any adult clients in their own homes.
  • 24 hours care for any adult client in their own homes.
  • Help with shopping and domestic duties to clients in their own homes. Domestic duties will normally include: washing dishes, dusting, cleaning, vacuum cleaning, bed making, laundry and ironing.
  • Duration of services: our services will normally be provided for at agreed time from 15 minutes to an hour or more.
  • Frequency: this may range from one visit to several visits, one day to seven days depending on the agreed plan of care.

Targeted Clients

Adult over the age of 18 years who is living with dementia, learning disabilities, mental health conditions, physical disabilities, sensory impairments, and other medical conditions that requires assistance with their daily living activities.

The organisation’s Support Workers

We acknowledge that the Support Workers with whom service users will have frequent interaction are the most significant individuals in our company for most service users. We take considerable care when hiring, educating, and managing our employees. Since the company promotes professionalism, all employees strive for professional and personal growth. As a result, we help staff members determine their training requirements and give them the tools they need to address those needs. As a result, employees are encouraged to pursue further education. Our staff members are highly qualified and have received considerable training. The personnel have either completed or is completing the spectrum of studies and training shown below:

  • Care Certificate
  • Mental Health and Learning disabilities Awareness
  • Mental Capacity Act
  • Safeguarding
  • Health & Safety
  • Infection control
  • Medication Administration
  • Challenging Behaviour
  • Ligature Management
  • Emergency First Aid
  • Mental Health- Bipolar, Personality Disorder, Positive Behavioural Support, Schizophrenia and Autism Awareness.
  • Moving and Handling

STAFF

Our staff understand the required partnership and relationship with the local authorities, regulatory bodies, professionals, relatives / carers /other relevant people towards providing high quality care and support services.

We aim to build a reputation for excellence across all services we provide.

We also aim to build strong working relationships with our Service Users in order to engage them and ensure their safety.

Our Staff are accessed on the required skill set when employed and are supported to gain and improve their skills with training and work-based experience when employed as they further in their career experience by setting a goal to achieve, supporting them with a mentor and buddy, feedbacks about their strength and weakness, Supervision with them on their Job description, enrolling staff for training and supporting them with job shadowing when necessary.

Towards delivering best services, we will ensure our staff possess both soft and hard skills such as effective oral and written communication, Teamwork, Interpersonal Skills, work independently Leadership, Problem solving, Time management, Basic IT skills.

We will make sure to attend pertinent network meetings and case conferences and provide comprehensive written/verbal information. Our employees will ensure to follow all organization policies and procedures, provide services within an equal opportunity framework, and actively exhibit anti-discriminatory working practices.

Our staff will be made aware of the needs of multicultural, socially diverse population, Awareness of responsibilities related to safeguarding vulnerable adults and children. Our employees will receive yearly evaluations, regular supervision, and training.

Examples of training we provide internally and externally are:

  • Safeguarding
  • Lone working
  • De-escalation and managing challenging behaviour
  • Recognising mental health in adolescents
  • Basic food and hygiene
  • Support writing
  • Scenario role play
  • Understanding and working with relevant legislations
  • POVA (Protection Of Vulnerable Adults) training
  • Child protection
  • First aid awareness / medication awareness
  • Health and safety
  • Critical thinking
  • Conflict resolution
  • Confidence building.

All of our employees are recruited using a standard recruitment framework. All employees must have at least three years of experience and a current enhanced DBS check. All of our senior employees have at least a Level 5 NVQ.

At the onboarding process, staff are made to understand the importance of supported living services alongside their main duties. Staff will adhere to the standards established both internally (by MMAL) and externally (by the Care Quality Commission and other regulatory bodies), doing everything in their power to ensure the safety of both the people we support and their coworkers as well as their satisfaction with the level of support they receive.

Depending on their individual support needs, Staff will enable the people we support to lead fulfilling lives based upon their personal support needs. Staff will ensure Person centred Active Support and Care.

We understand the importance of maintaining positive relationships with our service users and the expectant of their wishes and views towards ensuring that their support needs are met.

When assisting our young people, our essential personnel will exercise creativity, have a holistic perspective, and be inclusive. The service user receiving care services actively participates in the development, delivery, and evaluation of activities taking place both inside the house and throughout the larger community.

Each service user will receive continuous care and development from the designated key worker. All service users will have support plans that are consistently updated and reflect their unique needs, desires, and aspirations. The development and direction of the ongoing planning will be discussed on a regular basis.

Internally, the progress of each young person will be monitored at core group team  meetings. This will usually take place on a monthly basis and is chaired by the Service  Manager and attended by staff actively involved in the young person’s care.

RIGHT CARE, RIGHT SUPPORT, RIGHT CULTURE

We put a lot of effort into ensuring the best outcomes for those we support by forming partnerships with people, families, and carers and by using person-centred strategies. This is crucial to granting people we support their independence and control as well as putting their goals and aspirations for their own lives at the centre of their care and support plans. We follow national policy and best practise guidelines as well as the Right Support, Right Care, Right Culture recommendations. Our care model and environment maximise people’s autonomy, control, and choice. We provide person-centred care and assistance that upholds people’s rights to privacy, dignity, and human interaction.

RIGHT CARE

We place a high value on dignity, and all of our employees are trained in this area. We aim to lessen any vulnerability-related sentiments that service users may experience as a result of a disability or disease.

We acknowledge that a service user’s ability to enjoy the pleasure of solitude and undisturbed time alone is intrinsically interfered with by living in the community and the requirement to accept assistance with personal responsibilities. We consequently work to protect your privacy as much as possible. • We will create, use, and maintain the records we keep in a way that ensures privacy. Before disclosing information to anyone other than those who are directly involved in the service user’s care, compliance with legal restrictions on records, such as The Data Protection Act 2018 and the General Data Protection Regulation (GDPR), will be ensured. Our Supported Living Service understands that living in a shared environment and having to accept help with personal duties intrude on a person’s privacy intrinsically. We take steps to guarantee that the data we have about service users is always kept private in compliance with the Data Protection Act of 1998. There are rare exceptions to this rule, where personal information about a service user’s mental and/or physical health may be disclosed to a third party without the user’s knowledge or agreement if it is deemed necessary to safeguard the user’s vital interests and/or the safety of others.

We advocate for a way of living for service users that enables them to exercise their human rights to the fullest degree possible. Our philosophy of care prioritises the rights of those who utilise our services. In order to encourage service users to fully exercise their rights, we work to advance these rights in every area of the environment and the services that we offer. We understand that in order to exercise their constitutional rights and utilise the public services that are available to them, our service users may require assistance. We make sure that the Human Rights Act of 1998 is adhered to by our service.

RIGHT SUPPORT

The care model and environment maximise the service user’s autonomy, control, and choice. By giving service users the freedom to manage their own time and not be subject to predetermined communal timetables and routines, by respecting and treating each service user as an individual, by maintaining the most flexibility possible in the daily routines at the properties, and by encouraging service users to personalise their bedrooms, we help service users have the option to choose from a variety of options in all aspects of their living.

We support service users’ independence by helping them take reasonable and well-considered risks, by promoting opportunities for them to establish and maintain contacts outside of their home, by offering as tactfully as possible human or technical assistance when it is required, by maximising the abilities they still have for self-care, for independent interaction with others, and for carrying out tasks of daily living without assistance. We are aware that our service users come from all backgrounds and consider it necessary to encourage them to take use of the opportunities available to them in the community. This is accomplished through empowering, enabling, and encouraging our service users to live as independently as possible. Additionally, we assist our clients in keeping in touch with their friends and family. We also encourage them to access and participate in the documentation of their own support package, such as the minutes of their review meetings. holding regular house meetings to allow service users to participate in discussions about all facets of the daily management of the homes.
RIGHT CULTURE

We honour the diversity of service users’ religions, ethnicities, and cultures. We respond appropriately to each resident’s cultural, philosophical, artistic, and religious beliefs and practises. By giving them access to a variety of leisure and recreational activities that suit their tastes and abilities, by responding appropriately to their individual, intellectual, artistic, and spiritual values and practises, and by listening to them when they want to share information about their background, life experiences, and characteristics, we help service users realise personal aspirations and abilities in all areas of their lives. We adhere to equal opportunity laws and corporate policy, and neither our staff nor our service users or clients are ever subjected to any form of discrimination based on their race, religion, gender, handicap, sexual orientation, marital status, or age.
ACCOMODATION

Midlands Medicare Agency Limited provides care for service users under supported living accommodation provided by SOLATOYE CIC. We have a working relationship with SOLATOYE CIC, and we liaise with them to provide support living housing for Service User. SOLATOYE CIC provides tenancy agreement with service users, Midlands Medicare Agency support service users with navigating through all paperwork regarding supported living accommodation.

Current accommodation being provided by SOLATOYE CIC in one location, the accommodation contains six double bedrooms, each room has its own double bed, a wardrobe, desk and chair, The accommodation has a lounge, dinning, internet access and a TV. There is the kitchen, with two large fridge and freezer, washing machine, tumble dryer, and dish washer, there is an access to garden. The accommodation contains two toilets, one bath, and a walk-in shower. The accommodation contains fire door, interlink smoke alarm and carbon monoxide alarm.

Risk Assessment of Accommodation

When it comes to risk assessing and managing the mix of people sharing the same address in a supported living accommodation, we adhere to key steps stated below:

  • We Conduct a thorough initial assessment by conducting individual assessments of each service user to understand their specific needs, medical conditions, and support requirements. We consider their physical and mental health, behavioural history, and any specific risks they may pose to themselves or others.
  • Identify potential risks by evaluating potential risks that could arise from the mix of residents sharing the same address. This include conflicts, vulnerabilities, communication barriers, or specific conditions that could lead to safety concerns.
  • Developing a tailored support plan, based on the assessment, create an individualized support plan for each resident. This plan outlines their specific needs, goals, and strategies for mitigating risks. Considering factors such as personal space requirements, mobility limitations, communication preferences, and any potential triggers for challenging behaviours.
  • Staff training and supervision: Ensuring that staff members are well-trained and equipped to handle the unique needs and challenges presented by the mix of residents. Providing training on conflict resolution, de-escalation techniques, understanding different communication styles, and recognizing signs of distress or mental health issues.
  • Clear communication channels: Establishing clear communication channels between staff and service user, as well as among the service users themselves. Encourage open dialogue, active listening, and respect for each other’s boundaries. Foster an environment where service user feel comfortable reporting concerns or issues that may arise.
  • Regular monitoring and review: Implementing regular monitoring and review processes to assess the effectiveness of the support plans and identify any emerging risks or changes in service user needs. This include regular check-ins, staff meetings, incident reporting, and feedback sessions.
  • Mediation and conflict resolution: Developing protocols for addressing conflicts or disagreements that may arise among residents. Training staff members on conflict resolution techniques and establish a process for resolving disputes in a fair and impartial manner.
  • Engage external professionals: Collaborate with external professionals, such as psychologists, social workers, or healthcare providers, who can offer specialized support and guidance when needed. Seeking their expertise in managing complex cases or addressing specific risks.
  • Regular reviews and adjustments: Continuously review and adjust the support plans and risk management strategies based on the evolving needs and circumstances of the Service User. Flexibility and adaptability are crucial to ensuring the well-being and safety of everyone involved.

Real Tenancy Test

Midlands Medicare Agency Ltd in conjunction with SOLATOYE CIC, ensures the compliance of the real tenancy test is adhered to by following the steps below:

  • Written Agreement: Ensuring that there is a written agreement in place between SOLATOYE CIC and the tenant. This agreement should outline the terms and conditions of the tenancy, including the rights and responsibilities of both parties.
  • Exclusive Occupation: The tenant/Service user have exclusive occupation of their own living space within the supported living accommodation. This means they have the right to privacy and control over their living area, which should not be accessed by others without their permission.
  • Rent Payment: The tenant/Service user will be responsible for paying rent directly to the landlord or provider. Service user will also be supported with applying for necessary benefits to help with rent payments.
  • Length of Stay: The tenancy is for one year period, meaning it is not time-limited. The tenant/Service User have the right to remain in the accommodation for an extended period, subject to fulfilling their obligations under the tenancy agreement.
  • Security of Tenure: The tenant have legal protection against arbitrary eviction. They are entitled to three month notice before any changes to the tenancy agreement or termination of the tenancy.
  • Personalization and Control: The tenant/Service user would have the ability to personalize and control their living space, including the choice of furnishings, decorations, and the ability to make reasonable alterations, subject to any necessary permissions.
  • Support Services: While the provision of support services is a key aspect of supported living, the tenancy agreement clearly separates the provision of accommodation from support services. The tenant’s rights as a tenant is not be dependent on the continued provision of support services.
  • Independent Living Skills: The tenant/Service user have the opportunity to develop and maintain independent living skills. The support provided is focused on enabling the tenant to exercise their rights and responsibilities as a tenant and to live as independently as possible.

Quality Management

Our entire management team, which functions as a cohesive unit in accordance with our rules and procedures for the benefit of all our service users, is the foundation of the quality of Midlands Medicare Agency Ltd service. Our care managers collaborate openly with their service users, their families, staff, and professionals to create a customised support package for each person that is tailored to meet their individual needs. This is a dynamic process, with support plans reviewed every 6 to 9 months, or more frequently as needed if less time is available.

Weekly care management meetings include ongoing developments and problems so that we can share ideas and conclude as a group. The training of all employees is encouraged to at least reach the Care Certificate level.

Privacy, Dignity & Confidentiality

The personnel at Midlands Medicare Agency Ltd. always acknowledges that they are entering the house of a service user when waiting to be permitted in and introducing themselves to the resident.

When providing support around-the-clock, we establish with each service user that their bedroom is a private area, and staff cannot enter without their consent. Similarly, the staff sleep-in room is a safe zone for the staff, and staff cannot enter without the member of staff’s consent. To respect the service user’s desires and give staff a safe working environment, we also negotiate with the service user how shared spaces will be used.

Compliments & Complaints

From our service users, their families, employees, and professionals, Midlands Medicare Agency Ltd. encourages both praise and criticism. All compliments are noted, and the relevant staff members are informed.

Care manager will always work to settle any difficulties as quickly and amiably as possible as part of their care management process. Care manager will regularly have open contact with their service users and family members.

We acknowledge that every service user still has the right to file a formal complaint, and we have clear policies and procedures in place for handling these complaints. This material has been provided in accessible formats so that our service users can view it and, if required, file a complaint.

Achieving Reach Standards

To achieve the Care Quality Commission (CQC) Reach Standards, which refer to the standards of quality and safety for health and social care services in England, Midlands Medicare Agency Ltd will focus on the following key areas:

  • Person-Centered Care: Ensuring that care services are tailored to the service user needs and preferences of each person. Involve them in decision-making and respect their dignity and privacy.
  • Safe Care and Treatment: Implementing measures to ensure the safety of the people receiving care. This includes maintaining a safe environment, appropriate staffing levels, and effective infection control procedures.
  • Effective Leadership and Governance: Establishing strong leadership and governance structures. This involves having clear lines of responsibility, effective communication, and a culture of continuous learning and improvement.
  • Staffing: Recruiting and retaining a skilled and competent workforce. Provide appropriate training, support, and supervision to ensure that staff members have the knowledge and skills to deliver high-quality care.
  • Fit and Proper Persons Requirement: Ensuring that all individuals that employees within Midlands Medicare Agency Ltd are suitable and fit to carry out their responsibilities. This includes having robust recruitment processes and ongoing monitoring of staff members’ suitability.
  • Dignity and Respect: Promoting a culture of respect, compassion, and dignity towards service user. Treating them with empathy, involve them in decisions about their care, and supporting their independence and rights.
  • Consent: Obtain informed consent from service user before providing care or treatment. Ensure that they have the necessary information to make decisions about their care and that their choices are respected.
  • Premises and Equipment: Maintaining a safe and suitable premises and equipment for the delivery of care services. Regularly assessing and manage risks associated with the environment and equipment.
  • Good Governance: Implement effective systems for monitoring, assessing, and improving the quality and safety of services provided. Regular feedback from service users and respond to any concerns or complaints.
  • Learning, Improving, and Innovating: Fostering a culture of learning and improvement. Regularly reviewing and reflect on our practices, seeking opportunities for innovation, and implementing changes based on best practices and feedback.