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Care In The Community - Code Of Practice


The SERVE Code Of Practice is designed to establish the guidelines to enable the organisation to provide home care and to operate in such a way as to –

Ensure the highest standards of care are provided
The rights and welfare of clients are paramount
The rights and welfare of Care Workers are protected


The principal objective of Serve Care At Home is the provision of support to enable older people to be cared for in their own homes for as long as possible and to provide the appropriate care in order to achieve this objective.
The care provided will always take into account the needs and wishes of the client and address their individual circumstances in terms of independence, physical and welfare requirements and dignity.

The Client’s Rights

Personal Choice
SERVE will always allow each individual to exercise his or her full potential for personal choice of lifestyle and opportunity.
We will ensure that each client is consulted directly, or by use of their advocate, in decisions over the provision, extent and timing of any care planned or the withdrawal of any service.
Where, for reasons of mental frailty, the client is not able to participate fully in planning care, consideration should be nevertheless be given to his or her wishes insofar as these are expresses and are practical.
The right of clients not to accept into their own homes care workers with whom they are not compatible will be upheld.

Each client will be provided with a detailed service agreement together with information about costs and exactly what the cost covers.
SERVE will, wherever possible, offer advice and guidance on other sources of help and services available.

The client’s right to privacy and confidentiality will be observed and respected.
Any information held by SERVE will be made available to the client or their advocate upon request and will only be passed to other agencies with the express wish of the client or their advocate.

There is an agreed Complaints Procedure in place and this will be observed by SERVE and all of its staff.
All complaints are recorded in the client’s file together with action taken to resolve the complaint and the final outcome.
A copy of the Complaints Procedure will be given to each client as part of his or her contact.

There will be no discrimination against clients on the grounds of race, nationality, religion or beliefs, age, sex or sexual orientation. Neither will there be any discrimination between clients who are referred by Social Services and those who pay privately.

Clients have the right to be involved in and comment upon a though assessment of their needs and wishes.
If a client has been assessed through a third party the SERVE will not necessarily accept that assessment and reserve the right to carry out their own assessment.

Operation Of The Service

Serve will recruit and employ only appropriately skilled staff and ensure that the care worker assigned to carry out any task is adequately trained and experienced.
The management structure will reflect the professional standards required to provide, administer and monitor the services provided.

Health/Social Care
SERVE will always be objective in its advice and realistic about its ability to meet certain needs.
The care worker assigned to carry out a task will always be trained and experienced to perform that task.
Care Workers will not administer medications or advise on medical conditions or the prescription of medicines.

Special care is taken with recruitment and selection of care workers. Two written references are obtained and, wherever possible, one will be from a recent or past employer. References are checked for their validity and open references are not accepted.
Routine police checks are carried out on all SERVE employees and volunteers.
A senior manager personally interviews all potential care workers.

All care workers are subjected to an induction course incorporating the principles and responsibilities embodied in the Code Of Practice.
Additional training is provided in Health & Safety, manual Handling and other relevant practices and legislation.
Care workers are encouraged to study for an appropriate NVQ

Care workers will only be assigned to projects commensurate with their training and experience.
Consideration will always be given to personality, temperament, skills, capabilities, knowledge and cultural background.

Client’s Satisfaction
The service provided will be subject to regular monitoring as part of the SERVE quality assurance procedure.
Client’s satisfaction will be monitored with the service that they receive.