STATEMENT OF PURPOSE - ersglobalsolutions.com · Our Statement of purpose is being produced in fulfilment of the Health and Social Care Act 2008 requirement. This statement is reviewed

ERS-01-250

STATEMENT OF PURPOSE KEY CONTACTS:

REGISTERED MANAGER

Diana Tuhumwire

BUSINESS, COMPLIANCE & QUALITY

ASSURANCE MANAGER

MNISI, Khulekani Praisegod

MANAGING DIRECTOR

MNISI, Lettie Nomsa

HEAD OFFICE ADDRESS

Office 3.9 Laurie House

Colyear Street

Derby,

DE1 1LA

Tel: 01332 895984

Mobile: 07746 117 191/ 075 175 15556

Email: [email protected]

COMPANY REGISTRATIONS

Company Reg No. 10045790

CQC Reg No. 1-4259704280

Location ID. 1-4297405090

VERSION 1.0

DATE : 20TH JUNE 2017

mailto:[email protected]

DOCUMENT/SOP/ERS-01-250 VERSION 1.5 / AUG 2017 REVIEW DATE: AUG 2018

pg. 2

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CONTENTS CHANGE MANAGEMENT 3

INTRODUCTION 4

AIMS AND OBJECTIVES 6

STATUS AND CONSTITUTION 7

ORGANISATION & MANAGEMENT STRUCTURE 8

OUR STAFF 9

SERVICES WE PROVIDE 10

WHAT WE WON’T DO 11

RECRUITING AND ASSESSING STAFF 12

TRAINING AND SUPPORT 13

OUR REGISTERED MANAGER 18

QUALITY ASSURANCE 19

FACTS AND FIGURES 22

BUSINESS INSURANCES 22

USEFUL CONTACTS 23

COMPLAINT RECORD FORM 26


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CHANGE MANAGEMENT

Date of

Produced:

17th June 2017

Version Number: 1.0

Document

Control Number:

ERS-01-250

Reason (s) for

Review

First Issue

Where the

changes

necessary?

N/A

Summary

Development of Statement of Purpose is in line with current

Fundamental Standards and is a requirements of CQC Care

Quality Commission (Registration) Regulation 2009, Regulation 12(3)

Relevant

Legislation

1. The Health and Social Care Act 2008 (Regulated Activities)

Regulations 2014

2. The Health and Social Care Act 2008 (Regulated Activities)

(Amendment) Regulations 2015

Underpinning

Knowledge -

What have we

used to ensure

that the policy is

current

1. Care Quality Commission, (2016), Provider Handbooks.

[Online] Available from:

http://www.cqc.org.uk/content/provider-handbooks

2. CQC, (2016), Regulations and guidance. [Online] Available

from: http://www.cqc.org.uk/content/regulations-service-

providers-and-managers

Suggested action: 1. Submit to CQC

http://www.cqc.org.uk/content/provider-handbooks

http://www.cqc.org.uk/content/regulations-service-providers-and-managers

http://www.cqc.org.uk/content/regulations-service-providers-and-managers


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1. Introduction

This document outlines the way ERS operates as a Domiciliary Care Service

for adults in England and Wales. Our Statement of purpose is being

produced in fulfilment of the Health and Social Care Act 2008 requirement.

This statement is reviewed annually and updated as necessary.

Where necessary ERS will provide the information included in this statement of

purpose to all customers in a format appropriate to their needs which may

include large print, Braille, or in an audio or electronic format.

Our services are available on a 24-hour basis throughout the year. We have a

separate out-of-hours service with an on-call person to support staff, service

users and our clients outside normal working hours.

1.1. ERS STATEMENT OF PURPOSE IS AVAILABLE TO

• ERS employees;

• Families and relatives of our clients and of prospective clients;

• Adults in receipt of our services;

• Local Authorities and Health and Social Care Trusts;

• Clinical Commissioning Groups;

• Colleagues from other social care agencies;

• Regulatory Bodies – Care Quality Commission and

• The public

1.2. OUR STATEMENT OF PURPOSE HAS BEEN DEVELOPED TO

MEET THE REQUIREMENTS ARISING FROM

• Health and Social Care Act 2008 (Regulated Activities)

Regulations 2014

• Care Quality Commission (Registration) Regulations 2009


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2. AIMS AND OBJECTIVES

2.1. Our Mission:

To provide a compassionately caring, safe, effective, responsive

and well-led service to those in our care.

2.2. Our Aim:

To provide unequalled personalised compassionate care and support to

people who are unable to look after themselves in their own homes.

To do this, we work to understand the benefits of living independently in

one’s home and the positive effects this has on a person’s quality of life.

We work collaboratively with multi-disciplinary teams and in partnership

with local authorities/health and social care trusts and the community to

offer the best support to our service users which is designed to help them

achieve their individual needs.

2.3. Our objectives:

To commit to:

• a person-centred and inclusive partnership based approach to our

service delivery, which embraces every individual in receipt of our

service, their family/carer, local authority/health and social care

trusts and other agency colleagues.

• every individual in our service in order that they should have a

stable fulfilling environment that enables them to retain their

independence and remain in control of choices and decisions

• every individual’s rights in order that they continue to have

Independence, Sense of Security, feel that their dignity is respected,


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feel empowered through acknowledging their Civil Rights and

uphold principles of Confidentiality.

• Promoting an all-inclusive culture and spirit which transcends racial,

cultural, religious, sexuality and social background of every

individual in our care;

• Recruitment of the best appropriately qualified staff who will reflect

our multicultural society, train, support, develop and empower them

to deliver an unequalled service to every individual in our service.

• Providing a seamless 24-hour service to every individual person in

our service 365 days a year.

3. STATUS AND CONSTITUTION

ERS an independent domiciliary care organisation for adults in need of social

care, is a private limited company incorporated in England and Wales on 7th

March 2016 under the Companies Act 2006. The Company Number is

10045790.

In accordance with accordance with the Companies’ Acts 2006, we

produce a Memorandum and Articles of Association, copies of which are

available to the government commissions, which regulate services for adults

in social care throughout the United Kingdom.


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3.1. ERS ORGANISATION STRUCTURE

REGISTERED

MANAGER Diana Tuhumwire

COMPLIANCE &

QUALITY ASSURANCE

MNISI, KHULEKANI PRAISEGOD

BUSINESS MANAGER MNISI, LETTIE NOMSA

ADMIN & FINANCE MNISI, KHULEKANI PRAISEGOD

SERVICE

COORDINATOR MNISI, KHULEKANI PRAISEGOD

CARE COORDINATOR

X

1

HOME CARE- CARE

WORKERS

X

15

RESPITE CARE –

CARE WORKERS

X

10

LIVE-IN CARE –

CARE WORKERS

X

15

https://beta.companieshouse.gov.uk/officers/G4Ezu6qol40lhqbcFcdlxC-OzfE/appointments

https://beta.companieshouse.gov.uk/officers/bn6lK1MrgiDdLsqXbDQLbHOwwIs/appointments




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4. MANAGEMENT STRUCTURE

The ERS Managing Director is accountable and responsible for the strategic

direction, service development, compliance, quality assurance and

performance of the organisation.

The Managing Director is supported by a dedicated Management Team which

meets weekly to direct and monitor operational and financial performance of

the company’s activities, business planning and policy development. The

management team is supported by a qualified, trained, competent and

dedicated team of staff, comprised of office administrators and field care

personnel.

4.1. OUR STAFF:

Our recruitment process ensures that we have an excellent team of highly skilled

professional care staff at your service, each of which have undergone

continuous training to ensure the highest quality of services are provided. This

training includes induction into ERS Behavioural Framework and Care Certificate.

The induction training also includes an orientation into roles and organisation of

ERS.

Training needs and opportunities for further development are identified through

Training Needs Analysis and supervision sessions. To ensure services are

consistently of a high quality, annual appraisal for all staff and Care/Support

Workers are carried out to identify, individual and team performances in line with

outcomes of service users.

All registered managers will be qualified health and social care professionals

who have extensive management experience in private, public and voluntary

sectors.


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In the events of having to engage with other professionals and individuals we will

carry out extensive verification of their credentials and qualifications. All relevant

checks for our staff are performed to ensure that welfare of those in our care is

safeguarded.

Everyone working for ERS is covered either by their appropriate professional

indemnity and public liability insurance.


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5. OUR SERVICES

We are a re-ablement service through our domiciliary, respite and live-in

services which we provide to young adults, 18 years and 65 years of age, and

adults over 65 years of age including: -

a. Adults with Learning Disabilities

b. Adults with sensory loss including dual impairment

c. Adults with mental health problems

d. Adults with Autistic spectrum disorders including Asperger’s Syndrome

e. Adults with acquired brain damage

f. Older people in their homes requiring support with their needs

g. Those requiring palliative care

5.1. Domiciliary Services

ERS domiciliary care service supplies a well resourced and dedicated care

staff on a floating and outreach basis to young adults and adults in the

community living at home or in their own home, adults aged up to 65 years

and over. This capable and motivated team will provide services which may

include:

5.1.1. Personal care

• Assisting service users with getting up and going to bed

• Assisting with washing, bathing, showering and maintaining good

personal hygiene and dressing

• Transferring from bed to chair/wheelchair/toilet with or without hoists

• Shaving

• Hair care

• Nail care

• Changing of incontinence pads

• Emptying catheter bags

• Colostomy bag care

5.1.2. Housework

• Hoovering

• Ironing

• Changing beds

• Dusting and cleaning

• Washing up

5.1.3. Money and Shopping

• Shopping


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• Assisting with shopping list, etc

• Paying bills

• Cashing benefit entitlement

5.1.4. Escorts to and from:

• Shopping

• Hospital and medical appointments

• Day centres/ Play schemes etc - please note that this only includes the

use of the service users own care or walking/wheelchair assistance

5.2. Respite Services

Our respite service provides companionship to those individuals living alone,

or short respite care (a couple of hours) to enable informal carers to go out

for a break. ERS offers individually tailored planned activities both within the

community and in-house, having regard to the age and interests of the

service user.

5.3. Live-in Services

We also provide a Live-in service where we supply our dedicated,

compassionate and professional staff to live-in with individuals who may

need round the clock care and support within the comforts of their own

homes.

6. WHAT WE WON’T DO:

The scope of our services excludes work undertaken by skilled and expert of

clinical professionals such as:

• Toe nail cutting

• Ear syringing

• Removing or replacing urinary catheters

• Bowel evacuations

• Bladder washouts

• Injections – involving assembling syringes, administering

intravenously, controlled drugs

• Filling of oxygen cylinders

• Lifting from the floor unaided or baring the weight of a service user

• Tracheotomy care – changing tubes


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• Skin prick tests for diabetics

• Any invasive procedures

• Any nursing care services

7. OVERVIEW OF OUR SERVICE

DELIVERY PROCESS ERS has in place a comprehensive process flowchart which maps out the full

range of activities in sequence to how we deliver our services. This may be

triggered by a referral or inquiry telephone call from a private individual or

from social services, we will arrange a convenient time to attend to assess the

service user’s individual needs. This initial assessment places the service user

at the centre of the process.

ERS will also establish to ensure that any specialist needs such as

communication the service user may have will be provided to facilitate a

robust assessment and process of care planning. The assessment is an

opportunity for the service user to discuss preferences, wishes and individual

needs.

Once the care needs have been identified, a care plan will be agreed with

the service user and/or their representative, and a copy of which will remain

in the service user’s home.

In addition, a comprehensive risk assessment will be undertaken to ensure

minimum risk to the service user and the carer. This will include the use of

electricity, equipment, lighting, security, tasks to be carried out and the local

environment. The risk assessment process will also focus on other areas of

vulnerability such as managing money and personal care.


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As part of our quality assurance, the care plan will be regularly reviewed and

updated to ensure that it continues to meet the service user’s ever-changing

needs. Any changes to the care plan will be discussed and agreed with the

service user and their representatives.

8. RECRUITING AND ASSESSING

OUR

WORKFORCE

ERS prides itself in having a robust recruiting policy and procedures which

include thorough assessments of all personnel joining the organisation. Our

approach is fair and objective. We ensure that our advertisements are

accessible to every member of our wider community.

Our recruitment is comprised of six parts namely:

• Application

• Assessment and Interviewing

• Identity/credentials verification/checks,

• Disclosure and Barring Service checks

• References (personal and professional/employment)

• Confirmation of offer

Applicants are required to identify at least one personal referee who will

provide a written testimonial. In addition candidates will be asked to provide

at least one professional/employment referee to whom we will require written

references on company headed papers with full contact details (and those

of their line manager in case they are not head of services). We may contact

referees by telephone upon receipt of written testimonials.


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8.1. Qualifications, Training, supervision, appraisal and

Workforce development:

ERS has robust policies and procedures dedicated to supporting our workforce,

these procedures are reflective of the statutes law, regulations and national

minimum standards and good practice and applicable guidance.

We place prime importance on employing staff that are fit for the job, have

appropriate qualifications, skills and experience to ensure the health and welfare

needs of service users are met. ERS also ensures that all staff are properly trained,

and have adequate supervision and regular appraisal. We endeavour to ensure

that service users have confidence in their staff members and that their service

can be relied upon to provide the best quality of care.

ERS’s Registered Manager, Diana Tuhumwire is an appropriately health and

social care professional with over 10 years’ experience in the sector. Her

experience comes from working in various roles in children and adult services.

She also has experience working with people with mental health problems and

the elderly.

Diana has extensive experience in the commercial sector where she worked in

capacities of recruitment consultant, administration and customer care.

8.1.1. Diana Tuhumwire’s qualifications include:

• Master of Art Public health;

• Pg. Dip in Management;

• BA Economics

8.1.2. Diana Tuhumwire’s current studies:

• National Care Certificate

8.1.3. Diana Tuhumwire’s future studies:


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• Level 5 Leadership and Management in Health and Social

Care

8.1.4. She has also done the following training:

• Manual Handling

• Emergency First Aid

• Infection Control

• Safeguarding children and adults

• Health & Safety

• Data protection

• Epilepsy

• Dementia

• Duty of care

Diana believes that leading by example means that he should have auditable

history both socially and professionally to demonstrate character, honesty,

reliability, integrity and fitness to represent ERS.

Her qualifications, records of achievements, DBS and references are kept within

personnel files at our head office. These records are readily accessible for

inspection whenever required.

8.1.5. Mandatory Care Certificate:

ERS provides training resources and support to ensure that all its staff members

must attain the mandatory Care Certificate within 12 weeks of starting their new

role within our organisation. The Care Certificate covers the following 15

Standards:

Understanding your role: Personal development: Duty of care: Equality and

diversity:

Work in a person-centred way: Communication; Compassion, dignity and

privacy:

Hydration and nutrition: Dementia and cognitive issues: Safeguarding of

adults and children:


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Basic life support: Health and safety: Handling information: Infection control

and prevention.

Regular updating of training takes place, together with specialist training on

particular topics or types of client e.g. food hygiene or those service users

suffering from Alzheimer's disease.

Additionally, over a 2-year period, staff, receive training to NVQ II/III standard or

equivalent

8.1.6. ERS Behavioural Framework

ERS.’s Behaviours Framework forms part of the overall strategy for achieving our

Vision, Purpose and Values. The Framework aims to enhance both individual

and organisational performance; it is an integral part of day to day work,

recruitment, induction, learning and development and performance appraisal.

The Framework defines the effective core behaviours that all staff are expected

to demonstrate regardless of their specific role.

The Framework outlines the observable and measurable behaviours, attributes

or qualities that we all display when we approach our work. The behaviour

statements provide examples of how we need to perform our roles, rather

than what we need to deliver. The skills and knowledge required for each job

role are set out in individual job descriptions and regular individual staff

reviews are held to further define job roles alongside job practice.

Having a common understanding of expected behaviours enables the way we

do our job to be assessed and provides clarity when identifying how we can

develop ourselves further in order to achieve our full potential and to continue

to deliver quality services for our valued customers.

Every member of staff is inducted to our ways of working and ethos before fully

joining the main stream workforce in their respective disciplines.


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8.1.7. Monthly Supervision:

All employees are required and entitled to a monthly supervision which is

conducted by their line managers. Once a year every member of our workforce

has a half year appraisal followed by an end of year full appraisal by their line

managers.

In addition to the Mandatory Care Certificates, staff will receive any other

necessary developmental training or support identified within supervision and

appraisals to further build upon the skill sets of our employees.

The Managing Director is responsible for supervision and appraisal of the senior

management team. All line operational managers will have an additional and

brief ‘grandpa’ appraisal conducted by the Managing Director.


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9. OUR REGISTERED MANAGER

Diana Tuhumwire is the Registered Manager for ERS. She will be accountable

for the day-to-day management of the regulated activities of the

organisation.

Her contact address is:

Etiquette Recruitment & Staffing Ltd

HEAD OFFICE ADDRESS

Office 3

9 Laurie House

Colyear Street

Derby,

DE1 1LA

Tel: 01332 895984

Mobile: 07746117191


9.1. The Nominated Person

Diana Tuhumwire is also the Nominated Person of ERS responsible for

supervising the regulated activities of the organisation.

Her contact address is:


HEAD OFFICE ADDRESS

Office 3

9 Laurie House

Colyear Street

Derby,

DE1 1LA

Tel: 01332 895984

Mobile: 07746117191



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10. QUALITY ASSURANCE

10.1. Continuous Service Improvement

The service is audited and evaluated against the Health & Social Care Act 2008

(Regulated Activities) Regulations 2010 and associated outcomes by the Care

Quality Commission. ERS is also required to keep the regulator informed of the

services it is providing.

Our quality management system is designed along ISO9001 standards. We will

be seeking certification in due course which will also require us to comply with

relevant regulatory and statutory framework in order to maintain the

accreditation.

Monitoring visits to service users are arranged by ERS on a regular basis to ensure

the organisation continues to provide caring, safe, effective, responsive and

well-led care and support that both meets service users’ needs and protects

their rights. ERS will identify and manage risks to both service users’ and staff and

will seek professional safety advice when required.

All service users and their carers are asked to complete an annual user

satisfaction survey which together with advisory reports and information from the

Care Quality Commission will be taken into account in order to promote

continual service improvement.

Independent monitoring of care quality is carried out separately by relevant

commissioning authorities with whom ERS is contracted to provide certain

services for service users.

10.2. Quality Policy and procedures

ERS has a robust Quality Management System which is developed based on

8 fundamental principles are:

10.2.1. Customer Focus: ERS was formed on the premise of understanding

who our customers (service users) are and being able to identify

their needs. This was crucially followed by identifying, establishing



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and implementing robust processes focused and geared towards

satisfying our customer (service users) needs and exceeding their

expectations at all times.

10.2.2. Leadership: ERS Managing Director is committed to establishing

unity of purpose, direction and good working environment within

the organisation. Through this leadership, ERS enjoys an environment

in which all staff and employees are involved in achieving the

organisational goals, strategies as well as objectives.

10.2.3. Involvement of people: ERS is fully aware of the importance of

valuing the workforce. Each team member is able to recognise that

only when all staff are fully involved, engaged and motivated that

we are able to achieve maximum benefit and outcomes.

10.2.4. The Process Approach: The organisation has identified through its

core processes, (Process Flow Chart) competent management and

staff are carefully deployed to ensure that we deliver our services

efficiently through effectively managing organisational resources

and work practices, protocols and business activities.

10.2.5. System Approach to Management: As an organisation, we have

done well in identifying, understanding and managing our

interrelated processes to improve and upscale the effectiveness

and efficiency of ERS. This approach enables us to determine the

needs and expectations of our customers. Through this we have

established a robust Quality Policy, as well as Quality goals and

Objectives to ensure that we have an effective process to achieve,

measure and report results.

10.2.6. Continual Improvement: We always aim to be pace setters and

unrivalled in delivering our services. As such we know that there is

always room for improvement. The organisation believes that

improvement is not just about correcting when there is failure, but

also recognising the importance of customer feedback at all stages

of service delivery. From this a full learning curve and process is


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developed in which practice is constantly reviewed and altered to

meet the highest standards of service delivery

10.2.7. Factual Approach to Decision Making: We have well established

and organised processes managed by competent staff. These

procedures result in accurate collection of data which we then

analyse appropriately to aid logical decision making. This means

that our practice is informed by facts-based decisions.

10.2.8. Mutually Beneficial Relationships: Through meeting our customer

needs and exceeding their expectations, we are aware that the

benefits of building mutually beneficial relationships are wide and

diverse. Achieving every service user’s outcomes means elimination

or minimisation of safeguarding incidences for e.g. the

commissioning Local Authority. This in turn enhances value creation

for customers and helps adopt further partner relationships.

11. REPRESENTATION AND COMPLAINT

PROCEDURE

ERS takes complaints very seriously. Our Complaints Policy and Procedures

ensures that our service users are aware of their right to complain and ensures

that all complaints are dealt with quickly, effectively and appropriately. The

whole process is backed by a series of standardised documentation in line with

our document control procedures.

A summary of complaints outcomes and impact upon service design and

delivery are collated by the Business Manager who is also responsible for

Compliance and Quality Assurance. The report is then tabled as a fixed agenda

item at the monthly Executive meeting. Any necessary actions identified from

these meetings are passed on to respective teams via memos, action plans, staff

meetings, review and supervisions.


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12. FACTS AND FIGURES 12.1. PROJECTIONS

Direct Purchases Contracts:

• First Year target 500 hrs/Week

Local Authorities Contracts:

• First Year target 2500 hrs/Week

Clinical Commissioning Groups Contracts:

• First Year target 2500 hrs/week

Live-In Contracts:

• First Year target 5 Service Users

13. RISK MANAGEMENT 13.1. INSURANCES

Type Level of Cover

Employer’s Liability £10m

Public Liability £10m

Professional Indemnity £5m


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14. USEFUL CONTACTS Etiquette Recruitment & Staffing Ltd

HEAD OFFICE ADDRESS

Office 3

9 Laurie House

Colyear Street

Derby,

DE1 1LA

Tel: 01332 895984

Mobile: 07746117191



Adult social care

People Services

Derby City Council

The Council House

Corporation Street

Derby

DE1 2FS

Phone: 01332 640777

Minicom: 01332 640666

Age Concern Derby & Derbyshire

15 Morledge, Derby DE1 2AW

Open today · 10am–4pm

Phone: 01332 343232

Adult Services / Teams

Name Contact Details

Emergency Duty Team / Out of

Hours

Telephone: 01332 786968

Minicom: 01332 785642

Text: 0789 0034081 (for deaf people only)

Fax: 01332 786965

Safeguarding (referrals) Telephone: 01332 642855


https://www.google.co.uk/search?espv=2&site=async/lcl_akp&q=age+uk+derbyshire+phone&sa=X&ved=0ahUKEwiFoKHvkMvUAhWOLFAKHWDdCfEQ6BMIHzAF

tel:01332786968

tel:01332785642

tel:07890034081

tel:01332786965


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Minicom: 01332 640666

Fax: 01332 643299

Derby's out of hours emergency social care service:

Telephone 01332 786968

Minicom 01332 785642

Fax 01332 786965

SMS text message number 07890 034081 (for Deaf

people only)

2. Other Services / Organisations

Police 101

Care Quality Commission 03000 616 161


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15. USEFUL FORMS

15.1. ERS-2-07 – SERVICE USER COMPLAINT RECORD FORM ERS-2-07 – Service User Complaint Record Form


HEAD OFFICE ADDRESS

Office 3

9 Laurie House

Colyear Street

Derby,

DE1 1LA

Tel: 01332 895984

Mobile: 07746117191


Name of Complainant:

Address:

Telephone number: Mobile number:

Email: Date of Complaint:

_________________________________________________________________________________________________

__________________________________________________________________________________________________

Complaint Details:

__________________________________________________________________________________________________

__________________________________________________________________________________________________

_________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

_________________________________________________________________________________________________

__________________________________________________________________________________________________

Don’t forget to attach all necessary documentation

Proposed Action Purposes

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

__________________________________________________________________________________________________

Don’t forget to attach all necessary documentation

Name & Signature:__________________________

Form Accepted by: [Authority Name Here]

Designation

Signature & Date: ____________________________________,



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Details of any evidences:

Don’t forget to include all documentation to validate your complaint.

Documents

STATEMENT OF PURPOSE - ersglobalsolutions.com · Our Statement of purpose is being produced in fulfilment of the Health and Social Care Act 2008 requirement. This statement is reviewed