360HC Homecare Services

360HC – Patient Charter

It is important to 360HC that we can give you the right service, at the right time, provided by competent staff and outlined below are a few things that we can both do to make sure our service runs as well as possible.

Our Patient Charter explains what you can expect from us and how you can help us to provide a service that is caring, effective, safe, well led and responds quickly to your changing needs.

What will we do…

Provide a safe service
All of our staff take part in induction training, with enhanced DBS checks and references prior to starting hands on care. New staff enrol in a probationary three month period where we make sure that they shadow experienced staff to familiarise themselves with your care needs. All our staff have completed the Care Certificate and once staff are released to care independently, spot checks are carried out and you will see these carried out in your home from time to time.

Confidentiality of personal information is very important to us, we maintain all personal data in line with the UK data protection laws and abide by our data protection policy making sure it’s protected against unauthorised access, loss, disclosure or destruction.

Provide and effective service
360HC ensure that the things that are important to you in relation to your care, treatment and support is established (and documented) as part of our initial assessment; individualised care plans based on these needs and choices are developed. We are not the NHS but work with members of your NHS team to encourage and enable you to achieve healthy outcomes supporting you to stay in your own home.

Our staff recognise the diversity, values and human rights of our clients, upholding and maintaining your privacy, dignity and independence and putting you at the centre of your care. It is our ethos to ensure we work with people to provide a positive experience where we deliver care and measure impact; we do this through good leadership from the top and ensuring we have the right staff, with the right skills and attributes to deliver our service.

Provide a caring service
360HC promote Care, Compassion, Competence, Communication, Courage and Commitment. We will ensure that you are cared for properly by employing staff with the right attitudes, competencies, knowledge, skills and experience to meet your needs. You will receive continuity in care from regular carers and client satisfaction is monitored and reviewed on a regular basis through the use of client satisfaction forms. We actively encourage both positive and negative feedback, and will look to you to tell us how we are doing.

Provide a responsive service
Care is provided using individualised care plans, centred on your needs, and we will ensure that you receive the care you need, are listened to and have your rights respected. You will be actively encouraged to express your views about the service and the care you receive and 360HC will listen to these views and then act upon them where we have control to do so. All concerns and complaints are listened to and actioned by the registered manager. We believe that to be responsive we need to all work as a team to provide rapid intervention if it is needed. Where an individual care package requires a temporary break in service, 360HC hold packages for four week as a minimum until such time that the client returns home or the package is cancelled.

Provide a well led service
360HC leadership is visible at all levels of the organisation the directors, one of which is the registered manager, are hands on in the day to day running of the company and also are actively seen at point of care delivery. We believe the current service we deliver is well led and outcome driven, we deliver in an open, fair, transparent, supporting and challenging culture at all levels within our organisation.

Occasionally, your service could be affected by things that are out of our control (like when bad weather or roadworks makes travel difficult). At these times, we’ll do everything we can to keep your service running normally.
How you can help us…

Respect the way we work
We make every effort to ensure we get to you at the time you have requested for your visit, sometimes this is affected by circumstances outside of our control. As a company, we have a 30 minute tolerance for our staff where they can arrive up to half an hour before and up to half an hour after the allocated time of your visit. Should any delays cause us to be outside of this tolerance we will inform you of this by phone.

So that we’re able to give you your treatment safely, please don’t smoke while one of our staff is in your house. So that you are able to consent to your care being given, you must not be under the influence of alcohol, drugs or illegal substances.

Respect our staff
Our Carers, supporting you in your home, deserves to be treated with respect, anyone who verbally or physically threatens our staff may have their service removed immediately.

When things change
We know that situations change which can affect your care requirements, such as hospital appointments, holidays for either you or your family, spending time in hospital or just an unexpected outing with a relative or friend. When it does, please let us know as soon as you can and then we can let staff know you no longer need a call.

Do you have an emergency contact who can inform us if you have been admitted to hospital and do they have our number so that they can get in touch? They can also inform us when you are planned to come home so that we can restart your services quickly.