Statement of Purpose
Bodmin STEPS
Effective from October 2015
CORMAC Solutions Limited STEP Service

Statement of Purpose

STEP Service

Service Registration Details3

Introduction 4

The Aims and Objectives of the STEP Service5/6

Details of Staff Numbers and Staff Training7

Company Registered Provider and Registered Managers7

The Work Force7

Qualifications & Experience7

Details of Services Provided8

Registered Activities8

Complaints9

What is a Complaint?9

How to Complain9

Alternative Options10

Step 2 Process 10

Independent Review 10

The Local Government Ombudsman10

Support to You11

Useful Contacts12

Statement of purpose
Health and Social Care Act 2008
Version / 2015:1 / Date of next review / Oct 2016
Service provider
Full name, business address, telephone number and email address of the registered provider:
Name / Bodmin STEPS Team
Address line 1 / 2nd Floor, South Wing, Chy Trevail
Address line 2 / Beacon Technology Park, Dunmere Road
Town/city / Bodmin
County / Cornwall
Post code / PL31 2FR
Email /
Main telephone / 01872 327779
ID numbers
Where this is an updated version of the statement of purpose, please provide the service provider and registered manager ID numbers:
Service provider ID / 1-2185389812
Registered manager ID / CON 1-530162183
Legal Status / Wholly owned company of Cornwall Council.

Introduction

This document has been written in accordance with the Health & Social

Care Act 2008. The document will be reviewed every 12 months or

when required due to an alteration of circumstances.

Care & Support is provided by the Bodmin STEPS Team, part of CORMAC Solutions Limited.

Aims and Objectives

There are 3 main aims of the service:

  1. Promote the social well-being and independence of people living in the community.
  2. To work with the NHS, service users, carers, and other agencies to avoid unnecessary admission to hospital, and inappropriate placement on leaving hospital: and to maximise the health status and thus independence of those they support.
  1. To motivate people where their ability to improve is possible.

Objectives

  1. To work with people to provide a service which meets their specific needs.
  1. To develop tailor-made packages of support to help achieve maximum independence within an agreed time frame.
  1. To help prevent unnecessary admissions to hospital.
  1. To support safe and prompt hospital discharge.
  1. To reduce the number of people requiring ongoing long term care and support, by developing individualised support plans which minimise dependency.
  1. To reduce the number of permanent placements to residential and nursing homes, by supporting people in their own homes for as long as is practically possible.
  1. To provide support for informal carers recognising their needs and rights.
  1. To respect the public and communities views and enable them to influence service developments.

We place the rights of people at the forefront of our philosophy of care, incorporating the following principles and ensuring our workers strive to promote and maintain:

  • Independence: The right of the individual to have control over their own lives, to make their own decisions and take calculated risks, where appropriate.
  • Privacy: The right of an individual to be left alone and uninterrupted if they so wish.
  • Dignity: Preservation of self-respect and feelings of worth.
  • Choice: The right of individuals to make their own decisions and influence the direction of their care.
  • Rights: Keeping all basic human rights available to all the individuals whom we support.
  • Reablement: Enabling individuals to realise their own outcomes and goals and helping them to achieve them in all aspects of daily living.

Details of Staff Numbers and Staff Training

Company Registered Provider and Registered Managers

•Sarah Wickett Area Manager, is the Registered Manager responsible for the Bodmin STEPS Service.

•Gina Pearson, Senior Manager Provider Services, is the overall Service Manager, based at CORMAC Solutions, Higher Trenant, Higher Trenant Road, Wadebridge, PL27 6TW.

The workforce is made up of 1 Senior Manager, 1 Area Manager, 5 Team Leaders, approximately 30 STEPS Workers and 1 Office Support Worker.

The Area Manager is responsible for the day to day operations of the service. The Team Leaders are responsible for the supervision of the STEP workers and are based in one office at Chy Trevail, Dunmere Road, Beacon Technology Park,Bodmin, Cornwall, PL31 2FR.

Qualifications & Experience

  • The STEP Service takes the training and supervision of staff very seriously. We strive to ensure that all employees are adequately qualified and capable of providing care to the highest of standards.
  • The Manager is qualified to a minimum of NVQ Level 4 or equivalent and Team Leaders are all qualified to a minimum of NVQ Level 3 or have completed the ILM Level 3 qualification. Team leaders have completed Manual Handling Training and take part in regular updates. All staff also regularly participate in new training and subsequent updates in topics such as Equality and Diversity, Safeguarding Adults, Mental Capacity Act Training and Bereavement and Loss training.
  • All STEP workers complete a 12 week induction programme on joining the service and are qualified to a minimum of NVQ Level 2 or are working towards this. They have all undertaken reablement training. Staff receive regular internal training sessions reflecting the individual needs of the service users we support including Communication, a Person Centred Approach, Assistive Technology and Risk assessment, more general training sessions cover areas such as a Safeguarding Adults including Mental Capacity, Equality and Diversity and Dementia. All staff have completed the standard Manual Handling course and participate in annual refresher sessions.
  • All staff members also receive regular supervision to ensure that they are performing to the standard expected of them.
  • All staff work to the Care Quality Commissions Essential standards of quality and safety.

Details of Services Provided

STEPS is registered to provide personal care to people in their own homes. Depending on the individuals Reablement/support plan this means we may help with:-

  • Personal care including any health care needs such as medication support, catheter care
  • Diet & nutrition
  • Exercises and mobility practice to regain confidence

CORMAC Solution’s STEP Service provides services to adults who have an assessed need. It will provide initial support and Reablement to adults who are assessed by Education, Health and Social Care so that everyone has the opportunity to receive an intensive period of assessment and Reablement in their own home, to maximise their potential for independence. At the end of the Reablement intervention a review will take place to establish any ongoing support need.

These may include older people, people with physical disabilities, people with sensory loss including dual sensory impairment, people with mental health problems, people with learning disabilities, people with dementia and people in need of palliative care support.

Complaints

What is a Complaint?

A complaint is defined as “an expression of dissatisfaction or disquiet which requires a response”.*

* The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 No. 309

Within the STEP service and as part of CORMAC Solutions Ltd we have a

complaints procedure to help people who are dissatisfied with any aspect ofour service.

How to Complain

You (or a person acting on your behalf) can raise your concern immediately with any of the staff who are involved in your care. This could be a STEP worker, Team leader, Area Manager, or a worker from the care management team. Those members of staff will usually want an opportunity to put things right, by resolving problems quickly and efficiently and dealing with them locally.

If you want to raise the complaint elsewhere, you can do so by telephone, e-mail or online. Details can be found at;

Complaints can also be made bywriting to:

Head of Division – Community Services

CORMAC Head Office,

Higher Trenant,

Wadebridge,

Cornwall

PL27 6TW

Your complaint will be formally recorded and we will contact you to obtain full details, including a discussion of the options for dealing with your complaint. We hope to find a way to deal with the issues raised, involving both yourself and the relevant service area as quickly and as easily as possible. This is what we would describe as ‘informal resolution’ and is typically used to solve a problem, provide an explanation or apology and will usually achieve a speedy conclusion to a complaint (i.e. within one or two days).

Step 1 – Complaint

If you wish to formally log your complaint we will manage this at step 1 of our complaints process.The local manager (Area Manager) will attempt to resolve matters to your satisfaction. A formal response will be made in writing to you by the local manager usually within 10 working days, and can be extended if necessary.

Step 2 – Complaint

If you are not happy with the response you have received at ‘step 1’ you can ask for the matter to be escalated up and dealt with at Step 2. This means an independent manager will review the matter and respond to you within 10 working days.

Independent Review

If you still feel that we have not dealt with the matter you can request for an independent review. This means a Director of CORMAC Solutions Ltd will review the case and try to resolve. The Director will interview you and any relevant staff members, before writing a report about the complaint, and their recommendations to resolve it. This report will be completed and a copy sent to you within a timescale agreed with them, usually within 20 working days. If it is not possible to complete the report within this timescale, an extension can be negotiated. We will always keep you and any members of staff involved in the investigation informed about this.

If you have exhausted the processes above your next route would be to contact the Local Government Ombudsman.

The Ombudsman

At any time, you also have the right to raise your complaint with the Ombudsman (LGO) at the following address:

Local Government Ombudsman

PO Box 4771

Coventry

CV4 0EH

Tel:0845 602 1983or by e-mail at

The LGO will usually require the complaint to have been dealt with by the Local Authority in accordance with the Authority’s process before they will investigate a complaint, unless there are specific reasons why this cannot be done. In this case the LGO can investigate a complaint.

Option 3:

You can also contact:

Care Quality Commission

CQC South West

Citygate

Gallowgate

Newcastle upon Tyne

NE1 4PA

Tel:03000 616161Fax:03000 616171 or

e-mail:

Support to You

You may ask another individual to make a complaint on your behalf.

At any stage of the complaints procedure you can be represented by a friend or relative, or you may choose to have someone with you who has experience in representing people’s views (an Advocate). Your local office can help to find an advocate for you, or you can ask for help from any local voluntary agency.

Useful Contacts:

Area Manager:

Sarah Wickett – 01872 327781

Senior Manager Provider Services:

Gina Pearson - 01872 322389

If you would like this information
in another format or language please contact:

CORMAC Collective
CORMAC Head Office

Higher Trenant

Higher Trenant Road

Wadebridge

Cornwall PL276TW

Telephone: 01872 323313

Email:

cormacltd.co.uk

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