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Services Guide

Introduction

The customers guide will inform you about NFC Health & Social Care Ltd and what you can expect from our service. NFC Health & Social Care Ltd is a registered company and will be inspected by the Care Quality Commission.

NFC is 24-hour service 365 days a year, you can contact us on 

0174424556 (9am-5pm) Mon- Fri 

07988379728 (Outside office hours & bank holidays)

This document is available in pictorial easy read format, Braille, tape and other languages upon request.

Aims and Objectives

  • NFC Health & Social Care Ltd aim is to enable and support people to remain independent in their own homes. Ensuring individuals emotional and physical needs are met.
  • Promote well-being of individuals who receive a service from NFC Health & Social care in a non-judgemental and dignified way.
  • To provide preventative strategies to prevent unnecessary hospital admissions 
  • To support people in need of palliative care ensuring their final wishes are meet in a dignified manner. 
  • Ensure that the service is delivered in a flexible way to meet the individual needs
  • To ensure people are protected from abuse and avoidable harm
  • Ensure that people are treated with dignity, respect ensuring they have an informed choice and their voices are listened to and heard. 
  • To ensure all people are aware of NFC`s policy and procedures of raising a complaint, concern or compliment
  • To ensure where an individual supported by NFC Health & Social cares who has been assessed as lacking capacity under the Mental Capacity Act.  That everyday decisions are made in their best interest considering their wishes and that of their family members. 
  • To ensure the highest quality service is always provided through robust auditing, checking of systems and regular feedback from individuals and family members
  • To ensure staff are fully trained in mandatory and service specific training, promoting an excellent knowledge and skill base to enable them to be competent in all aspects of their work, with the people they support.
  • The objectives of the organisation are to promote, expand and improve community-based health & social care, through support and integration with the local community by informing people of services within their local community. 
  • Nurse led clinical intervention services and preventative strategies
  • Wound management
  • Blood sugar monitoring/insulin injections
  • End of life care pain management
  • Stoma care
  • Tracheotomy and ventilator care
  • Peg/gastrostomy care
  • Cerebral palsy care
  • Multiple sclerosis care
  • Spinal care
  • Dementia care
  • 24-hour care
  • Overnight care
  • Complex care
  • Nurse led care
  • Personal care
  • Meal preparation

Staff skills

The Director Kevin Feeley has over 20 years’ experience in the Health & Social Care sector with both adults and children. Kevin has been a registered Mental Health Nurse for 8 years and has work in previous employment as a manager. Kevin has undertaken a range of further training and development opportunities to ensure he has the relevant skills to provide a high level of standard in his care delivery. Kevin is also registered with the NMC. 

There are two Registered Managers, Kathryn Feeley is a qualified social worker with over 20 years’ experience within the Adult social care sector. Kathryn also has a number of years’ experience as a care quality monitoring office within a local Authority collaboratively working with the clinical commissioning group (CCG) and the Care quality Commission (CQC). Kathryn has also continued to work towards her own professional development and has attended a range of training courses. Kathryn is also registered with the HCPC.

Lynsay Francis has over 20 years’ experience as a previous registered manager for a large domiciliary care provider and further developed her career as a regional manager. Lynsay has achieved NVQ level 5 in Health & Social Care. Lynsay has excellent leadership skills and an excellent reputation within the care sector for high standards of quality care.

All our senior carers and cares will be provided with a robust induction training and service specific training which will be refreshed annually and work toward the care certificate. Carers will receive continuous supervisions and support from the manager and the director, once carers have completed the training and have undergone competency assessments and shadowing the carer will be allocated work. Carers will be competency assessed each year. 

Regulated Activity

NFC Health & Social care will provide Care under the regulated Activity Treatment of disease, disorders and injury

Personal care

  • Medication administration
  • End of life care
  • Tracheotomy & Ventilation care
  • Peg
  • Catheter
  • Spinal care
  • Dementia Care
  • 24-hour care
  • complex care
  • Nurse led care
  • Personal care
  • Meal preparation

Social 

  • Companionship
  • Escorting to appointments/outings
  • Support to maintain tenancies
  • sit in service

Domestic

  • Shopping
  • Washing
  • Cleaning
  • Meal preparation

Charges 

All invoices will be on a weekly basis and payments should be received within 14 days of the invoice date. There are various payment options which can be discussed.  

Compliments/Complaints

NFC Health & Social Care welcome any compliments, comments or complaints about the service provided, this can be made verbally, by phone or in writing. NFC 

Health & Social Care Ltd
90 Lugsmore Lane
Thatto Heath
St Helens
WA10 3DL

NFC will ensure customers, and their representatives and carers are aware of how to  raise a complaint and our process is effectively implemented, to enable individuals to feel confident that their complaints and concerns are acted upon promptly and fairly. 

Our aim is to acknowledge any complaints in writing within two working days, where you will be informed of the named individual dealing with the complaint, usually the manager. The manager will aim to resolve your complaint in usually no more than 14 days, unless the nature of the complaint requires more time for example an investigation is required, this will be discussed and made in agreement with you. The manager will aim to solve all complaint within 28 days.

If you are unhappy with the response provided by NFC, you can contact the complaints dept within in your Local Authority or the Care Quality Commissioners on:

03000 616161
CQC National Customer Service Centre
Citygate 
Gallowgate
Newcastle-Upon-Tyne
NE1 4PA

Or the Local Government Ombudsman (LGO) 03000 610614

Safeguarding

NFC Health & social Care Ltd work closely and in partnership with Local

Authorities in the implementation of our safeguarding policy. NFC Health & social Care has a duty of care to all the service users and its workers to work within the requirements of the Care Act 2014.  The policy applies to all NFC Health & Social Care Ltd employees, management, contractors, student interns, and volunteers.  The practice of NFC Health & Social Care Ltd will follow the six principles embedded in the Care Act 2014.

Staff will undertake safeguarding training and follow NFC`s procedures to safeguard our customers and protect them where ever possible from avoidable abuse and harm and report all safeguarding concerns to the Local Authority and if required the police. 

Confidentiality

NFC Health & Social care will ensure that your data and confidentiality is always maintained. NFC have secure systems in place to ensure your personal data is protected.  Electronic records are password protected and any hardcopies are locked away securely. 

Late Visits and Missed Visits 

It is not common practice of NFC to arrive late or miss customers visits. However, at times late visits are unavoidable, due to a number of reasons such as traffic, sickness or carers being held up on previous visit. In the event of this happening you will be contacted by a member of the office to inform you that your visits maybe late and you will be provided with an approximate time and kept informed if the carer runs beyond this time. Another staff member may be allocated to your call if your allocated worker is experiencing difficulties and is unable to attend your visit. However, NFC will always keep you informed. Missed visits are never acceptable and we ask that you or your representative contact the office if you feel your visit has been missed. However, NFC have various monitoring tools in place, which will alert the office if the carers have not arrived at your call. 

Cancelling visit 

If you wish to cancel any visit you need to let us know at the earliest convenience, any visits cancelled less than 24 hours’ notice will be charged for. 

Auditing/monitoring of the service 

NFC Health & Social Care Ltd is committed to providing a high standard of quality to the people who use our services. Our company is committed to meeting customers’ expectations and we strongly believe there is always room for improvement.  

The high standards of care we strive for, is achieved through continuous risk management and quality auditing of the service we deliver, with the implementation of internal improvement plans, we as a company will continue to develop in this area to promote good outcomes and best values, whilst ensuring a person-centred approach to the customers we support. 

NFC Health & Social Care will work closely with customers and their families, social services and CHC to develop person-centred customer care plan. A nominated individual will assess implement and evaluate care plans, which will reflect customers’ needs and individual circumstances.

NFC will also work closely with Local Authorities and CQC in monitoring our services.

Text reviewed 21/05/2021