The first thing to do is give us a call. Our staff are knowledgeable and will be able to offer support and advice over the phone. They will book a time and date that suits you to come out and visit you in your home to talk about your needs.
During your home visit, the assessor will want to get to know you as an individual and will start by talking to you about your life history. They will encourage you to tell them your preferences, likes and dislikes and will discuss available options with you. We encourage you to have the significant individuals in your life, whether friends or family be present and involved in this process so that we get a complete perspective and so that you feel comfortable and supported.
The next step is, in partnership with you and any significant individuals you want involved, put together a written support plan which lays out what type of support you want and how you would like it to be provided. We decide on a start date as well as the type of person you would feel most comfortable having in your home to support you and all relevant paperwork is completed.
On the first day of your care package, the assessor who came out to your home in the first instance will come along and introduce your care worker to you. By doing this you do not have a stranger turn up at your door. They will leave with you your support file in which you can find a copy of your support plan, a copy of our statement of purpose as well as a service user guide which will provide you with all the information you need in relation to receiving support from Solihull Home Care, including how and to whom you can complain if you feel we are not meeting the expected standard in line with the Care Quality Commission’s essential standards of Quality and Safety 2010. Lastly in your file will be log sheets on which the care worker will record all relevant information pertaining to each call. This is left in your home because you have a right to read what has been written.
After introductions the assessor will leave and you and the Solihull Home Care worker can continue to get to know each other while they support you in line with what has been agreed by you and recorded in your plan. Solihull Home Care workers will be fully briefed before meeting you for the first time and will have read and understood your support plan. This eliminates you having to use up any of your allocated time explaining to someone what you want and how you like things done. At Solihull Home Care we understand that continuity is important therefore every customer has an allocated key worker with 1 or 2 additional care workers to cover sickness and holidays.
Ensuring we continue to keep you happy:
Once your care package is up and running our friendly office staff will keep in regular contact to get feedback from you. Depending on what is agreed in your plan or as your needs change, the assessor will visit you again in 3, 6 or 12 months time to review your requirements and make any changes you choose. To ensure our care staff provide only the very best quality service we regularly do spot checks where a supervisor will come along with your care worker and check to ensure they are providing the high quality service you have come to expect from Solihull Home Care.