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Information for New People Receiving Domiciliary Support (Wales) Policy

Policy Statement

This domiciliary support service will provide everyone who is interested in receiving or is referred for our services with all necessary information so that they can decide or not to use the service. We provide this information in line with the requirements of Regulation 19: Information About the Service of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 and statutory guidance.

Information for New People Receiving Care

Our policy is to provide detailed information to new people receiving care as follows. Our information guide includes:

• information about our values, aims and objectives as described in our Statement of Purpose, including the ethos, culture and priorities of the service
• the full details, extent and range of our services, hours of operation and insurance cover
• the people for whom we provide a service and those whose needs we might not be able to meet
• our arrangements for welcoming and supporting people to the service
• our staffing arrangements and the relevant qualifications and experience of everyone concerned in the running of the service
• how we respond to requests and referrals for our services, assess needs and risks, form a personal service plan from the assessments, review the care and reassess needs
• how we work with informal carers, and other agencies and professionals who might be involved in a person’s care, particularly health and social services
• our key terms and conditions, including information about:
a) fees and additional fees or costs payable by the individual
b) methods of payment
c) notice of any increases in charges
d) how to terminate the service with notice periods
• our policies on listening to the people who are using our services and others involved in their care
• how individuals can access their own records
• the complaints procedure and how to make a complaint, including contact details and role of the Public Service Ombudsman for Wales, service regulator, or Older Person’s Commissioner (if appropriate)
• how we check that we are providing services that meet the expectations of the people who use our services and achieve registration standards, including the results of our last annual quality assurance exercise, which includes information about our surveys of the views of people receiving care, their carers and their families
• information on how we respond to important matters that might arise from providing a service, for example, if someone has been or thinks that they might have been abused
• current information regarding the measures that agency is taking to prevent and control the spread of Covid-19 and how it protects both people receiving care and staff
• information on how to contact the local office of the Care Inspectorate Wales (CIW), social services and health services
• how to access the most recent CIW inspection report and previous reports
• how to contact the responsible individual.

Our information guide is produced in Welsh and English in easy-to-read forms and facilities are in place to translate existing versions into other languages and to produce alternative formats if required.

Training

All relevant staff are given training in the provision of information to new people receiving care.

All new staff are expected to develop their skills in providing information to prospective and current people receiving care as part of their induction training.

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Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}

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