Registered Manager: Nigel McNeil
Provider Name: Luton Friendship Homecarers
Luton Friendship Homecarers is a registered charity providing personal and domestic care within Luton and its surrounding areas.
Our roots can be traced back to the Community Care Services Department of the Luton Seventh-Day Adventist Church. In 1994, they created a business called Luton Seventh-Day Adventist Friendship Homecarers, which quickly gained recognition from the local authority.
As the volume of work grew it was recognised that the business had outgrown the framework under which it was created and now it was time to venture out from under the hospices of Luton Seventh-Day Adventist Church. In 2000 the company was re-branded Luton Friendship Homecarers and registered as a charity.
Initially our service delivery provided care aimed at addressing the identified needs of elderly members of the local community but with particular consideration to Afro-Caribbean elders. Our service provision has since been widened to include all elderly people within the community, regardless of their ethnic background, people with learning disabilities, physical disabilities, sensory disabilities, mental health problems and families whose children require support.
We are registered and regulated by the Care Quality Commission, ensuring the needs of our clients are met in full.
Our most recent CQC inspection was carried out in March 2016 for which we received an overall rating of Good.
Our service delivery includes the following, but is not limited to…
- Assisting in getting up and going to bed
- Washing, bathing, grooming (personal hygiene)
- Preparing and assisting at meal time
- Assistance with the administration of medication
- House cleaning and washing up
- Laundry and ironing
- Collecting pensions, benefits, prescriptions
Our service delivery is supported by a dedicated team of care workers. All care workers are stringently checked for their suitability and police clearance are obtained via the Criminal Police Bureau. Each care worker follows a continual programme of training and development to ensure the best quality care is provided in line with our clients’ changing needs and new working practices and legalisations.
The administration function of the service is carried out at our offices at 92 Hastings Street in Luton.
Will I have the same Care Worker for all my visits?
At Luton Friendship Homecarers, where possible, we assign a Care Worker to you who will regularly visit. If you need a number of visits each day or week, we may need to assign two or three Care Workers but we will endeavour to minimise the number of Care Workers assigned to you
Will I know what time my Care Worker will visit?
In setting up your care package, our Care Manager will arrange a convenient time with you which best fits your needs. A Care Worker will then visit you at the agreed time. Of course due to unforeseeable circumstances, occasionally your Care Worker may be delayed, but we will endeavour to let you know if this happens.
What happens if I need more or less help?
You can either tell your Care Worker or contact our office. Our Care Manager or one of the Senior Carers will then discuss your new requirements and make the necessary adjustments to your Care Plan.
What if I am away from home?
Simply call the office and we will stop your visit whilst you are away. When you plan to return home, please tell us as soon as possible and we will restart your care. If your absence is sudden, for example, you are ill, ask someone to let us know what has happened to you.
What if I am not happy or am concerned about the care I am getting?
If you are concerned or worried about any aspect of our service, please tell us by contacting our Office. Our Care Manager will then discuss your queries or concerns with you and try to resolve them satisfactorily.
Can I trust my Care Worker?
All our carers are DBS checked and in addition their references are verified. Your Care Worker will not talk to anyone else about you or the support you receive, nor will they talk to you about anyone else that they support. Anything you tell any member of staff employed by Luton Friendship Homecarers will be kept confidential, unless the information means that you or your Care Worker are at risk. We would then talk to you about sharing that information with someone who can help.
Feel free to browse our website to find out more about who we are and what we offer. We encourage you to also leave comments about the website and make suggestions on how we can improve our services.
OverallRead overall summary
We carried out this inspection under Section 60 of the Health and Social Care Act 2008 as part of our regulatory functions. This inspection was planned to check whether the provider is meeting the legal requirements and regulations associated with the Health and Social Care Act 2008, to look at the overall quality of the service, and to provide a rating for the service under the Care Act 2014.
This inspection took place on 30 March 2016 and was announced. The provider was given 48 hoursâ notice because the location provides a domiciliary care service and we needed to ensure that somebody would be available at their registered office. The inspection was carried out by one inspector and an expert-by-experience who made phone calls to people using the service on the 31 March. An expert-by-experience is a person who has personal experience of using or caring for someone who uses this type of care service.
Before the inspection, the provider completed a Provider Information Return (PIR). This is a form that asks the provider to give some key information about the service, what the service does well and improvements they plan to make. We reviewed the information available to us about the service, such as the notifications that they had sent us. A notification is information about important events which the provider is required to send us by law. We also reviewed the reports from local authority monitoring visits.
During the inspection we spoke with five people who used the service and six of their relatives. We spoke with four members of staff, the deputy manager and registered manager. We looked at eight care plans which included risk assessments, guidelines, healthcare information and records relating to medicines. We looked at seven staff files including recruitment information, training, supervision and induction records. We also looked at quality audits, satisfaction surveys, minutes of meetings and complaints received by the service. We reviewed information on how the quality of the service was monitored and managed.
Last updated 03:33:36 21st Feb 2018 - Update Now
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