FAQ
What are your Founding Principles?
CCS was set up 16 years ago because of the desire to support elderly and disabled people in their own homes and to assist them in their wish to remain in their own and familiar environment whilst maximising their choice and independence as to how they wanted to live their life.
What services do you provide?
We offer a comprehensive range of services for older people, those with a learning and/or physical disability, and those who need help who may be unwell or recently discharged from hospital. Care is available 24 hours a day, 365 days a year, and designated managers are available based in the office from 8.00 a.m. to 5.00 p.m. and through an emergency out of hours telephone outside these hours.
Our packages of care vary from 1 hour a week to 24 hours a day live in care and we are able to provide bespoke packages to suit your personal needs, wishes, and requirements.
For example, you may need assistance with bathing, washing, getting dressed or undressed, attending to toileting needs or require someone to help with your shopping, paying bills, cooking, housework, or attending appointments. We also provide care and support for people with diabetes, have hearing or sight loss, and those who are palliative and need end of life care. To make sure you have the service you require, a manager will visit you before we start to provide your care and will talk to you in detail about what you want from the service.
Which geographical areas do you cover?
We are located in Stafford Street in Willenhall and work in the Walsall area covering all areas in the borough. We are also able to provide care in some areas of Wolverhampton and Sandwell.
What is your complaints procedure?
The complaints procedure is an integral part of our Quality Assurance system and is actively promoted to our service users and is included in our information packs in a user friendly manner. We always aim to assist with and solve any problems and difficulties immediately and encourage regular feedback from our service users.
CCS complies with Schedule 4 of the Consumers Regulations 2008. A 7 day ‘cooling off period’ applies in contracts with private service users that are signed in user’s own homes or offices.
If at any time you wish to cancel the services we provide we will ask for 4 weeks notice in writing. If, rarely, for some reason, we are unable to continue to provide your care, we will give you 4 weeks notice in writing with a full explanation.
How soon can you start my care?
This depends on your needs and requirements. We may be able to start your care on the same day for a simple package of care although it may take longer if you have more specific specialist needs. Please contact us for more information on this.
What are your Quality Assurance measures ?
Service users are visited by our Quality Manager at least once a year and are available to visit any time you require. We also conduct 3 separate surveys a year – a telephone survey and 2 postal surveys to monitor quality and satisfaction levels. This gives the service users an opportunity to have their say and help us to maintain and improve the service. We are regulated by the Care Quality Commission under the Health & Social Care Act(2008).
What are your recruitment procedures?
Prior to starting work all our staff are carefully vetted through Criminal Records Bureau checks and Protection of Vulnerable Adult checks. This ensures they are cleared to work with vulnerable people. We also ensure we receive 2 written references for staff prior to employment. All our staff undergo comprehensive induction training and spend time ’shadowing’ a senior colleague until they are judged competent to work alone. Our induction training includes moving & handling, health &safety, equality and diversity, adult safeguarding, first aid, food hygiene, nutrition, dementia, diabetes, sensory loss, continence awareness, palliative care, stroke care, infection control, safe medication, and communication skills.
We are an equal opportunities employer and encourage staff from all backgrounds and cultures to work for our organisation which reflect the community we serve.
What training do you provide to your care staff ?
All our care staff receive comprehensive training before they work in the community to provide care. CCS holds the Investors in People Quality Award and has done so for the last 11 years. We value our staff and ensure their professional development is on going. The majority of our staff hold the NVQ level 2/diploma in social care with many working to NVQ level 3/diploma. This means their skills are continually updated and all staff receive 4 supervisions and spot checks each year to assess the service they provide to you.
Social care is about helping people to live independent, meaningful, and satisfying lives, and providing practical and emotional assistance and support to achieve those aims.
What are your rates and minimum hours of service?
Our fees are competitive and the minimum hours of service subject to discussion with the service users. Please contact CCS for more information.
How would you ensure my safety and protection
All our care staff are thoroughly vetted prior to commencing employment and are supervised and monitored regularly.
What is a CRB and POVA check ?
CRB checks are made for all those who apply for posts which involve contact with vulnerable adults or children. This is compulsory and applies to all posts involving work in a regulated activity for a regulated provider with children or vulnerable adults. Checks contain any convictions, cautions, reprimands, and warnings held on the police national computer.
POVA checks are made to check people against a list which comprises all those who have harmed a vulnerable adult , or placed a vulnerable adult at risk of harm. Those people on the list will be barred from working in a care position and can’t be employed.
How would I know the caller is a genuine worker from your agency ?
All of our staff have identification badges and wear uniforms.
Will I get the same care worker every day for all my visits?
Our service users will always have regular care staff to provide their care although we can’t guarantee the same carer at each call, especially when some of our service users may have multiple visits per day. We also have to consider annual leave, sick leave and maternity leave.We will however make sure each care worker suits your requirements and will always listen to your requests for specific members of staff.
Will the agreed time of my visits be the same everyday?
As far as possible your visits/time of calls will be on time. Those service users who live alone, attend day centres, or have serious medical conditions or disabilities will of course be given priority but there may be occasions such as adverse weather conditions, traffic problems, or previous service users taking longer than planned when your care staff may run late. You will always be informed if this occurs.
Will I be tied into a contract for any length of time?
No, we will ask for one month’s notice in writing if you no longer wish to use our service.
If I am unhappy with any aspect of my care, what should I do?
Our Quality Manager and senior managers are available 8 hours a day, Monday to Friday, to discuss any aspects of your care and can visit you or talk to you on the telephone (Out of office hours if you have an immediate concern, please use our `On Call` number to contact a manager). We have a comprehensive service user guide which contains details of our complaints procedure and provides addresses and telephone numbers of our regulatory body.
Will I have a say in the care I need?
Your package of care will be designed and formulated by yourself and your family and will suit your specific needs. Your care plan will contain the tasks and service you have requested and will be changed or amended to suit you and at your request. If there are any duties you request we are unable to do we will be honest with you and tell you the reasons. It may be that we consider a particular activity to be a risk to yourself or the care staff but we will always inform you in advance.
How can I verify that your agency provides quality care?
We have included some statements and observations from our service users both current and those who no longer require our services. We have been working in the Domiciliary care sector since January 1996 and have grown from a small company with 6 employees to an organisation employing around 130 staff. Our link will direct you to the CQC website where you can access our last inspection report. Our policies and procedures are available for you to access and we welcome all visits to our office to meet our service users and their families and friends.