In Integrated Adult Social Care we also have guidance for our managers and staff that supports Devon County Council’s commitment to anti-racist practice and a zero-tolerance approach to racism towards our staff, and staff of agencies we commission.
We understand that most people want to retain their independence by living at home, in a community they are familiar with. We want to ensure that you can continue to do so, as effectively and safely as possible. You have been assessed as needing care and support to help keep you safe and well in your home. On that basis, we will arrange support to be provided by a home care agency. The home care agencies which provide care and support are registered with the Care Quality Commission. This means they are regularly reviewed to ensure you receive the highest possible standard of care.
Your care and support
Visit times and frequency will be based on your assessed need. Visit time slots are as follows, but we will make contact with you to confirm your specific visit arrangements once care is arranged:
- Morning (7.00 – 11.00)
- Lunchtime (11.01 – 15.00)
- Teatime (15.01 – 18.00), or
- Evening (18.01 – 22.00)
Where you have told us about any time specific treatments you may need to keep you safe and well, e.g. taking medication for diabetes, help with eating and drinking, or some other clinical need, we will inform the care agency of those requirements. It may not always be possible for a care agency to visit at the time you would prefer, unless there is a specific reason for care to be delivered at this time (as in the examples above). We ask that you are as flexible as possible. This will help us to arrange care and support for you and as many other people as possible. We may sometimes need to amend the timing of your visits. Any permanent changes will always be discussed with you.
Please note if your visit is going to be delayed for more than 30 minutes, you will be notified by either the care agency or care worker.
The most suitable person for you
Home care and support can be a very personal and private matter. We appreciate that sometimes there are good reasons for people to have a preference as to the gender of their care worker, we may not always however be able to meet your preference. We ask that you work co-operatively with us and the care agencies, who will always do their best to provide you with personalised support.
Please be aware that if you decline support, it could affect our ability to meet your care needs at home
Dignity and respect
We always expect care agencies and their care workers to treat you with dignity and respect. We also expect you to give the same respect to the care workers that support you. Hostile, racist, or threatening behaviour towards care workers could result in your care and support being withdrawn. We are fortunate in that we are currently benefitting from international recruitment to support the care workforce in Devon. We hope that you will join us in welcoming all recruits into the social care profession. For more information visit Devon County Council website.
Contacts
Devon County Council
0345 1551 007
csc.caredirect@devon.gov.uk
Monday to Friday, 8am to 8pm Saturday 9am to 1pm.
Outside of these hours or on bank holidays call 0845 6000 388 or email csc.caredirect@devon.gov.uk.
Care Quality Commission
03000 616161
www.cqc.org.uk
Monday to Friday, 8.30am to 5.30pm Excluding bank holidays.
Reporting a concern If you report a safeguarding concern you will be supported and involved in any decisions. In an emergency always call 999 If you think that you, or someone you know is being abused or neglected, call Care Direct on 0345 1551 007 or email csc.caredirect@devon.gov.uk.
Feedback
If you are not satisfied with the care and support given, please talk to your home care agency in the first instance. If you are not satisfied with the agency’s response, please contact Devon County Council who will direct your concern to the most appropriate person. You can also share your experience with the Care Quality Commission.