Our offices are open from 09:00 to 05.00 Monday to Friday during which time we will be pleased to discuss any aspect of your care. Our telephone number is:
+44 7587 288222
We also have an emergency on-call number should you need to contact us out of office hours. This telephone number +44 7587 288222 (transfers to on-call operator) is for urgent matters only.
We have comprehensive policies and procedures for managing risks and to make sure that we provide a safe, high-quality service. These are inspected by the Care Quality Commission (CQC).
For more information about how we work you can ask to see a copy of any of our policies or procedures.
We carefully select our care team and carry out checks before they start work. All care assistants are then fully trained to carry out their role safely and to recognise signs of abuse. They will listen to any concerns that you may have about your safety. We have clear procedures for reporting and sensitively responding to any suspicions of abuse. Care assistants have a duty to report any concerns, accidents, and serious incidents to their manager.
Customers or their families’ can speak to a member of the management team or the local authority or the Care Quality Commission (CQC) if they are concerned about possible abuse.
For reasons of security, we never look after keys to customers’ homes. If special arrangements need to be made to access your home, we encourage you to use a key safe.
Our customers receive safe and effective support with their medication needs from our competent team. Our medication policy and procedures make sure that you receive the right medicines, in the right way at the right time. They protect customers and our team from damage that may arise from the mismanagement of medicines.
We have both legal and moral responsibilities regarding the health and safety of our team and customers. We always carry out a risk assessment prior to starting a service. We will agree on how the service that you want can be provided safely and record this in your care plan. If necessary, we will postpone the start of your service until the right equipment is in place to reduce risks. Our care assistants wear disposable gloves and aprons to minimise the risk of cross-infection.
The information we hold about you is stored confidentially. We co-operate with other agencies to make sure your wellbeing is protected. However, we will only share information about you either:
With your consent.
If it is necessary to keep you safe.
We have a legal duty to share this information e.g., a crime may have been committed or it is in the public interest.
You have a right to see the information that we hold about you. For access to your records please contact the office via telephone on +44 7587 288222 or email: info@welnesscareuk.com
Our participation strategy sets out how we involve customers or their representatives in every aspect of their care and support. We welcome your feedback on any aspect of our service so that we can improve our services.
We will regularly ask you for your views on our services including:
An annual survey
Regular visits by a supervisor
We listen to feedback about our services and take any concerns seriously. Our managers look into all complaints and tell customers what we find. Where there are shortfalls, we take prompt action to put this right. Our management team will give you the necessary support to raise any concerns or complaints that you may have. You can feel confident that there will be no negative impact on your care or support. We give you a copy of our complaints procedure and explain this to you when our service starts.
Welcome to Wellness Home Care Services LTD - Your life, your care, your way
