Frequently asked questions

Very often carers and family members have a vast number of questions when they are considering one of our services.

We’ve captured the most frequently asked questions here.  If you can’t find the answer you’re looking for then please do get in touch with us.

Can I raise suggestions and concerns?

We are committed to providing the best possible service and welcome compliments, suggestions, concerns and complaints as an opportunity to recognise and reward good practice and make improvements to build the trust and confidence.

  • People we support, their relatives, advocates, representatives, commissioners, health professionals are encouraged to give compliments, raise suggestions and concerns and complaints
  • We are open, fair, responsive and proactive when we receive feedback
  • Concerns are dealt with early, openly and honestly
  • We manage complaints fairly and sensitively, resolving them at the earliest opportunity
  • Complainants are kept informed about timescales and progress while we investigate
  • We learn from feedback and use it to improve our service
  • Our staff are confident in managing concerns and complaints fairly and sensitively.
How do you deliver personalisation?

We have talked and listened to the people we support. Having heard their requirements we developed our personalisation strategy to ensure our person centred approach meets each individual’s needs. We have a central Personalisation Officer and each region holds regular Involvement Group meetings led by an independent facilitator.

  • We work with each individual to provide tailored, unique, high quality care and support
  • People are supported to be at the centre of their care and in control of the lives
  • People can access information to make informed choices
  • Equal access and opportunities are available according to choices expressed
  • We build partnerships acknowledging that everyone has a part to play
  • We support positive risk taking.
Can I pop in to the service anytime to see my family member?

Yes, anytime, as long as your family member wants to see you. People we support have very active lives so we’d always recommend that you plan a visit with your relative first to avoid disappointment.

Can I contribute some money towards buying something for my family member?

You are able to give a gift, including money, to your relative, if you wish.  We will be happy to work with you and your relative to discuss the best way to do this.

How can I be sure the staff understand what my relative is trying to communicate?

We will develop a detailed document, known as a communication passport, which is personalised to your relative. We also train our staff in a wide range of communication methods.

How do you manage risks?

We use comprehensive risk management policies to assess and identify risks and then eliminate or reduce them. However, we try and strike a balance between promoting independence and managing risk to make sure your relative lives a full life.

What if my relative doesn’t get along with other people in the house?

We endeavour to match like-minded individuals in shared accommodation. During our assessment period, we’ll arrange a number of visits, initially short that build to overnight stays. Ultimately, if your relative is unhappy, we will support them to find somewhere more suitable.

What if my relative is unhappy?

We are committed to working with your relative to not only meet their social care needs but also support them to be happy. Our staff are trained to identify and investigate unhappiness, even if the person can’t communicate verbally. Once we know why they are unhappy, we will work with them to find out how we can improve this.

What will happen if my family member gets injured?

Before notifying you, our first priority will always be ensuring that your relative is safe and receives any necessary medical attention. We will then work out what led to your relative’s injury and agree what needs to happen to reduce the risk of further injuries.

What will happen when my family member dies?

We make every effort to ensure that the wishes of your relative or the decisions made are  in their best interests, including end of life plans, funeral arrangements and religious and cultural needs etc. If your relative hasn’t got sufficient funds for a funeral, the local authority will be contacted.

Who is the best person to contact about my family member’s support?

You will be introduced to the people who manage your relative’s support and they will be your key contacts. We understand that circumstances are different for each family and we can agree contact to be as formal or informal as you wish.