How we manage your care

Managing your care

At Interserve Healthcare we are committed to delivering safe, high quality care services in your home. All our care packages are overseen by local nurse-led teams and care coordinators.

Your safety and care is our priority.

How do we know what care you need?

When we are chosen to provide care, we will meet with you as our client to complete a detailed assessment of the care needed, as well as all the extra personal touches like how you like to take your tea or coffee and which activities you enjoy doing.

We welcome friends, relatives and other healthcare professionals supporting the assessment and find that these people are usually very helpful in us fully understanding what is needed and how care should be delivered.

During the assessment we also look at the risks involved and do risk assessments to make sure the care we provide is safe.

Once the assessment is completed we produce a care plan and put this in the home so that both our staff and the client can see it whenever they need to.

Where care is under the control of another organisation, such as an NHS hospital, we will work the team there to understand what care is needed and ensure this is provided. This is particularly the case for clients in our Renal Dialysis, Home Parenteral Nutrition or IV Antibiotic services

How do we keep you safe?

Interserve Healthcare understands that for many people inviting a care provider into their life can be a significant change. It can be a difficult decision which can cause anxiety or worry.

We have policies, training and employment checks which we follow to ensure the staff we provide are safe, sensible and caring. We are proud of the training we provide our staff with about how to keep clients safe and to understand the risks and signs of abuse and what to do if these are ever seen. We check the way staff work and make sure you can always raise any concerns you may have. All our staff have a series of background checks to ensure they have not done things in the past which would not make them a suitable person to provide care.

The systems for keeping people safe from abuse are called ‘Safeguarding’ and there are Safeguarding Teams in every local authority. We work closely with these teams whenever there are concerns about people and take the safeguarding of both adults and children very seriously.

There is a lot more about Safeguarding on the website of most Local Authorities.

We also understand what is expected of us under the Health & Safety laws. We have a dedicated Health & Safety Manager who supports and advises our branch offices and we check standards in health and safety carefully.

Supporting Your Rights

There are laws we take seriously that make sure that people we provide care to are treated fairly and equally. Interserve Healthcare is committed to the principles of equality and fairness in the services we provide and the ideals of honesty, fairness and equal treatment for all of our staff and clients is very important to us.

Human Rights Act

The Human Rights Act protects all of us, whether young or old, rich or poor. It has been made law so people are treated with the same respect and dignity by the state and services provided by the state.

Equality Act

The Equality Act 2010 ensures that we provide our services to everyone in exactly the same way regardless of their: Age; Disability; Marital Status; Race; Religion, beliefs or culture; Sexual orientation; Gender or gender identity.

We take very seriously any behaviour by our staff that treats people badly because of differences or who the person is. We train our staff about equality and human rights to ensure they understand what is expected of them at work.

How do we handle it if care goes wrong?

We are always striving to provide the highest standards of quality and safety and we believe we do this almost all of the time, but we do understand that sometimes things will go wrong. Where something does we have systems that allow our staff, and our clients, to report this. We then investigate all incidents and see how we can improve things to reduce the risk of them going wrong again in the future.

We will always tell the person when we think something has gone wrong and keep them informed of what we are doing about it.

We have a duty, in law, to be open and honest with our clients when things have gone wrong. This law is known as the “Duty of Candour”. We do not simply see the Duty of Candour as a law we have to comply with, but as a principle that is about being fair and honest with our clients. However, difficult these things can be, we believe that being honest and open is just the right thing to do.

Find our more about Duty of Candour.