Service User
Guide
2014
In Compliance with
Regulation 4 (1) and Schedule 1 – The Domiciliary Care
Agencies
Regulations 2002
Care 4 U Hampshire Ltd
First Floor Office
71 High Street
Fordingbridge
Hampshire
SP6 1AS
Tel: - 01425 654895
Email: - info@careforyouhampshire.co.uk
www.careforyouhampshire.co.uk
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Table of Contents
1. Patricia Irons Registered Manager & Director………………………………..3
1. Statement of Purpose .......................................................................... 3
Aims and Objectives of the company.................................................................................................... 4
Nature of Services we provide ................................................................................................................... 4
Name and address of the registered provider .............................................................................. 5
Relevant qualification and experience of the registered manager .............................. 5
The range of qualifications of domiciliary care workers supplied by the
agency ............................................................................................................................................................................ 5
The complaints procedure established in accordance with regulation 20 ............ 5
2.Welcome ........................................................ Error! Bookmark not defined.
3.
The Aims of Care 4 U Hampshire Ltd ................................................ 7
4. Care 4 U Hampshire Ltd Profiles ....................................................... 7
5. An Overview of the Delivery of Your Care ......................................... 8
6. The Services we Provide ....................................................................9
8. The Quality of Our Service to You .................................................... 10
9. Compliments, Concerns and Complaints ......................................... 10
10. Key Policies and Procedures ...........................................................11
11. Main Terms and Conditions of Service ............................................ 12
12. Care Quality Commission ............................................................... 14
13. Hours of Operation ........................................................................ 14
14. Insurance Details ........................................................................... 15
15. Staff Qualifications/Uniforms ........................................................ 15
16. Your Guide to Useful Numbers and Addresses ............................... 16
17. When there is a death at the home ................................................... 18
18. Price List ......................................................................................... 19
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Mrs Patricia Irons
Registered Manager
& Director
I have been a carer for many years, both in the areas of terminal care and
surgical and general medicine. I first had the idea of starting her own
domiciliary care agency about 7 years ago, and from that time, I worked
hard and saved up to make this happen. I was determined to do this in
order to give the highest standard of care, promoting people to stay as
independent as possible in their own homes.
My vision for this work is to provide the best service with the support of
my team that I can for vulnerable and terminally ill adults. I am careful
with my selection of staff, insisting that they pass all the relevant checks
that are required by Care Quality Commission and that they see care as a
vocation, which enables them to treat all the service users with dignity,
respect and love. I hold all my staff in my highest respect as they
continue my passion for care at the highest standard.
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1. Statement of Purpose
Aims and Objectives of the company
The aim of Care 4 U Hampshire Ltd is to assist people to live as independently as
possible in their own home and enable them to live a full and interesting lifestyle as
possible. We also aim to recruit and train suitable care workers to assist with the
tasks that have been specified in the care plan, or complete these tasks for people
who are unable to.
Nature of Services we provide
Care 4 U Hampshire Ltd currently provides a range of services to
Older People
People with learning disabilities
People with Physical disabilities
Older People in Supported Living Schemes
People with Learning Difficulties in Supported Living Schemes
The services we provide are
Assistance with:
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Washing
Shaving (not wet shaving)
Oral care
Dressing
Toileting
Continence care
Feeding
Assistance with laundry
Assistance with getting up and going to bed
Assistance with medication with the use of medi-pack or bubble pack
Light domestic tasks – ie washing dishes, dusting, cleaning of toilets and
bathrooms
Making or changing your bed
Emptying commodes
Shopping for service users
Paying service users bills
Preparing service users meals
Collecting service users pension
Vacuum Cleaning
Services can last from 30 minutes to an hour per visit. One or more visits can be
made in each day. Our service is provided between the hours of 7am – 10pm and is
available over all festive periods and bank holidays.
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Name and address of the registered provider
The registered provider and manager for Care 4 U Hampshire Ltd is Mrs Patricia
Irons
The above manager can be contacted at:
First Floor Offices
71 High Street
Fordingbridge
Hampshire SP6 1AS
Relevant qualification and experience of the registered manager
I Patricia Irons have worked within the care profession since I was 18 years old. I
trained and worked in Musgrave Park Hospital for 4 years in the orthopaedic unit
before leaving Ireland to live with my husband and start a family in England. I began
work back in the care industry in England and gained NVQ2 and NVQ3 in Health
and Care. NVQ4 as a registered manager (ADULTS)
Grief & Bereavement Salisbury Palliative Care Services
Understanding Loss Salisbury Palliative Care Services
NVQ2 Health & Care
NVQ3 Health & Care NVQ4 RMA
Electrocardiogram (ECG)
Urinary Catheterisation Course (Male/Female)
Cannulation
Health and Safety
I will also be furthering my skill base with further training including protection of
vulnerable adults. I have worked within the NHS and Salisbury hospice for many
years. This has given me the skills to become an effective listener, a good
communicator and a hard worker. I worked for 10 and a half months for a
domiciliary care agency as a care worker and became a senior care worker within 3
months of working for the agency. This has enabled me to gain a greater knowledge
and experience within the domiciliary care field of work.
The range of qualifications of domiciliary care workers supplied by the
agency
All care workers are required to commence at least NVQ2 in Care within the first six
months of commencement with the company. All staff will be offered to go on to
complete their NVQ 3 in Care. Any care worker will have to undergo Health and
Safety training, food hygiene, fire, manual handling, dementia, infection control,
administering medication , risk assessments, dealing with aggressive behaviour and
protection of vulnerable adults.
The complaints procedure established in accordance with regulation 20
Service users, relatives and other persons must feel able to complain if they are
unhappy with the level of care that is being provided by Care 4 U Hampshire Ltd, the
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lack of care or a plan or decision affecting you or someone close to you. The welfare
of the service user is paramount and any complaint/allegation will be treated with as
a serious matter. However if a problem can be resolved within 24 hours to the
satisfaction of the service user then this will not warrant the full complaints
procedure to commence.
Complaints can be made by
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Service Users
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Relatives or advocates
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Any person who has interest in the welfare of the service user
A complaint can be made verbally or in a written format and needs to give details of
the complaint/dissatisfaction. A complaints form can be found in the service user’s
guide and is also available on request from the head office. It is important the
complaint is logged and responded to in 3 days. If you make the complaint in writing
please send the form to Head Office
Care 4 U Hampshire Ltd
First Floor Offices
71 High Street
Fordingbridge
Hampshire, SP6 1AS
If a full investigation is required this will be undertaken by an unbiased person who
shall treat all parties with dignity and respect, the investigator will remain objective
at all times. A full investigation will be completed within 28 days and the
investigator will have clear and effective communication with all parties to ensure
that they are kept up to date at all times.
If you are unhappy with the way that the complaint has been dealt with or is being
dealt with you have the opportunity to appeal to the Commission of Social Care
Inspectors at the following address : - Commission of Social Care Inspectors
The Oast
Hermitage Court
Hermitage Lane
Maidstone, ME16 9NT
Or your local department of social services. These addresses are all located in the
back of the service users guides under the section useful addresses.
In a serious investigation it may become appropriate to contact the Protection of
Vulnerable Adults team and the department of social services.
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2. Welcome
Welcome to Care 4 U Hampshire Ltd. This guide gives you information about
Care 4 U Hampshire Ltd and what we can offer. We will provide you with the
assistance you need as detailed in your Care Plan. Your care plan will be drawn up
and agreed with you, following an assessment of need by a Team Manager from Care
4 U Hampshire Ltd. This guide gives you information about what you can expect and
what to do if you are unhappy about the care you are receiving. We hope you find the
following information of assistance.
A version of this document is also available on audio if requested
3.
The Aims of Care 4 U Hampshire Ltd
The aim of Care 4 U Hampshire Ltd is to assist you to live as independently as
possible in your own home and enable you to live as full and interesting a lifestyle as
possible.
To recruit and train suitable Care Workers to assist you with tasks that you have
difficulty with, or carry them out for you if you are unable to.
4. Care 4 U Hampshire Ltd Profiles
The aim of Care 4 U Hampshire Ltd is to provide Care Workers to Service
Users in their own homes and to assist and support individuals and organisations in
promoting health, in its broadest sense and maintaining or improving independence.
It aims to provide a focused, value for money service that is reliable and responsive
to Service Users needs and preferences. Care 4 U Hampshire Ltd aims to foster an
atmosphere of care and support which both enables and encourages our Service
Users to live as full, interesting and independent a lifestyle as possible, with the
scope and duration of our service provision being kept to a minimum, in line with an
agreed plan of care. To ensure that at all times, services are provided which comply
with the requirements of The Domiciliary Care Agencies Regulations 2002. In
particular Regulations 14 & 15 of those Regulations, which refer to the arrangements
for the provision of personal care and staffing respectively.
We will provide care services 7 days a week between the hours of 7am to 10pm. We
will be open all year without closing over festive periods or bank holidays, but the
head office may not be manned.
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5. An Overview of the Delivery of Your Care
A Team Manager/Senior Care Worker will visit you and undertake an assessment of
your needs. They will carry out a care assessment with you to identify what support
you may require at home, to meet your needs. A copy of this assessment will be left in
your home for reference by your Care Worker/s. The Team Manager/Senior Care
Worker will also conduct a basic Risk Assessment in order to ensure that work can be
undertaken safely in your home. If required, a Moving and Handling Risk
Assessment will also be undertaken in order to identify any equipment and/or
handling techniques needed for care to continue to be provided. A copy of these
assessments and a care plan will be left in your home for reference by your Care
Worker/s. A Care 4 U Hampshire Ltd Service User Log Sheet will also be left with
the care plan pack. This will be used by the Care Worker to record information about
their visit and a summary of tasks carried out and provides information for other
Care Workers, relatives, Doctors and Health Visitors.
Your Care Plan and Risk Assessment will be formally reviewed each year by a Team
Manager to see if your needs have changed. However, Care Workers will monitor
your care plan and if at any time it is felt your needs have changed he/she will let
your Team Manager/Senior Care Worker know. The name and contact number of the
Team Manager/Senior Care Worker who will be responsible for your care is:
...........................................................
Tel: ......................................................
You can contact this person if you have any queries or concerns about the care we
provide to you
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6. The Services we Provide
Care 4 U Hampshire Ltd provides a range of services for Service Users within the
following groups:
Older People
People with Learning disabilities
People with Physical disabilities
Older People in Supported Living Schemes
People with Learning Difficulties in Supported Living Schemes
All of the above services are provided by Care Workers making personal visits at
agreed times to meet the needs of the Service User and their chosen lifestyle. The
visit can vary in length from 30 minutes to one or more hours. One or more visits can
be made throughout the day, this can vary from one day to seven days per week,
following an assessment of need that will identify the services required.
Practical tasks include:
Personal care includes
Assistance with:
• washing
• making or changing your bed
• shaving (not wet shaving)
• emptying commodes
• Oral care
• shopping for Service Users
• dressing
• paying Service User’s bills
• Toileting
• collecting Service User’s Pension
• Continence care
• vacuum cleaning
• feeding
• Assistance with Service User’s laundry and can include ironing
• Assistance with medication with the use of a medi-pack or bubble pack
• Assistance with getting up or going to bed
• preparing Service User’s meals
• Light domestic tasks – washing dishes, dusting, cleaning of toilets and bathrooms
etc.
All of our care workers will be supplied with power breakers for use in your home.
The safety of care staff is paramount.
7. Standards That Service Users Can Expect
Your Care Worker should:
• Complete the tasks in your care plan
• Arrive as near as possible to the time stated in the care plan. If, however, they are
delayed by an emergency or road conditions, every effort will be made to contact you.
• Wear a uniform with the Care 4 U Hampshire Ltd logo badge and carry a photo
identity card. (If requested by you, it may be possible for a staff member not to wear
uniform)
• Be polite and courteous
• Maintain a good standard of appearance
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• Keep all your personal and financial matters strictly confidential
• Respect your rights and dignity and promote your independence at all times
• Respond to changes in your needs and help to put you in touch with other agencies
when necessary
• Show respect for your home, belongings and personal standards
• Have the knowledge, skills and competence to carry out their work with you
8. The Quality of Our Service to You
We always seek to ensure you get the best possible care. All staff undertakes quality
assurance visits and quality control checks. These visits enable us to improve services
by acting upon your feedback. Annually a Team Manager or Senior Care Worker will
visit you to see that your needs and expectations are being met. You will have the
opportunity to talk with them directly and have a friend or relative present. You may
also contact the Registered Manager based at Care 4 U Hampshire Ltd Head Office at
any time to air your views. Twice a year, you will be given a questionnaire asking you
to record your satisfaction or otherwise with the care you are receiving. These
questionnaires will remain confidential from the Care Workers and only personnel
staff will have access. The results of the survey will be collated and passed to the
registered manager who will then provide feedback to the Carer Workers. Either a
Team Manager or a Senior Care Worker will also undertake a quality control check
on all Care Workers. This involves them visiting and assessing Care Workers on duty
to monitor the care we deliver. All of these quality measures are strictly confidential
and are treated very seriously.
9. Compliments, Concerns and Complaints
Care 4 U Hampshire Ltd welcomes any compliments, concerns or complaints about
the services delivered or how to improve the care services provided. All compliments,
concerns or complaints about the service provided within any Service User’s home
can be made verbally, in writing or by telephone and will be treated seriously.
Compliments, concerns or complaints can be made to Care 4 U Hampshire Ltd, your
local Social Services Department or the Care Quality Commission.
You have the right to make comments or complain about:
• A service you have received
• Lack of service
• A plan or decision affecting you or someone close to you.
It is your right to have your complaint fully investigated. Unless we know of your
concerns we cannot help you, so please let us know. You will find a compliments,
concerns and complaints form at the back of this booklet. Please use the form to tell
us what you think of our services. The form can be sent to the Head Office: Care 4 U Hampshire Ltd
First Floor Offices
71 High Street
Fordingbridge
Hampshire
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SP6 1AS
Tel: 01425 654895
You also have the opportunity to complain to the Care Quality Commission or your
local Social Services Department at the appropriate addresses listed in Part 16 Useful Addresses.
If you are dissatisfied with the way the complaint is dealt with or with the outcome of
the investigation, you have the right to appeal. If this situation occurs you can
telephone or write to the Registered Manager at the same address.
10. Key Policies and Procedures
Maintenance of Confidentiality
We will respect any information you give us about yourself in confidence. Your Care
Worker will restrict access to information to staff within Care 4 U Hampshire Ltd
and other relevant professionals. Any breaches of confidentiality by any member of
staff will be dealt with through the company’s disciplinary procedures. Some of your
details that are held on file or on computer include: name and address, telephone
number, next of kin, GP and details of your care package. Any messages received are
also logged on the data base of Care 4 U Hampshire Ltd. Information will only be
disclosed to others with your consent or if it is required by law.
Handling Your Money
No financial transactions will be carried out by a Care Worker, on your behalf, unless
it is part of your identified care needs, this includes:
• Collection of benefit and/or pension
• Shopping
• Paying Utility Bills
• Deposit and/or Withdrawal of money from the Bank, Building Society or Post
Office
Care Workers are issued with a Financial Transaction form, which details any
financial transactions undertaken by the Care Worker on your behalf.
Gifts and Hospitality
On occasion you may wish to express your thanks to a Care Worker by making a gift.
Care 4 U Hampshire Ltd feels it is extremely important to maintain a professional
service and does not allow staff to accept gifts, including money or gift vouchers.
Bequests in Wills
Staff are not allowed to accept bequests under wills. Neither are they allowed to act
as witnesses on wills or any other legal documents regarding the Service User.
Additional Services
You can purchase further services from Care 4 U Hampshire Ltd over and above the
care being given via Social Services. These will have to be paid for separately by
yourself or relatives. If you require additional services please contact your named
Team Manager/Senior Care Worker. Care Workers are not allowed to undertake any
work for you as a private arrangement, even though you may offer to pay for this.
Helping With Medication
Care Workers can provide assistance to you with your medication when identified as
part of your care package. For this to happen, you or those close to you must arrange
for your pharmacist to have your medication dispensed into a medi-pack or blister
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pack, commonly known as a Nomad or Dossett box, so that you can be helped with
your medication safely. You will also need to arrange for repeat prescriptions.
Care Workers are not allowed to assist with medication unless it has been dispensed
in a medi-pack or blister pack.
Safe Keeping of Keys
Care 4 U Hampshire Ltd does not allow Care Workers to hold keys to a
Service User’s property. In emergency situations Care 4 U Hampshire Ltd will hold
keys for a short period of time until the Social Services Department or the Service
User install a door entry system or key safe. In these situations a written agreement
is in place between the purchaser and the company. Where keys are held a sufficient
number of keys will be required to cover for emergencies and a signed agreement will
be completed by all parties. Under no circumstances should you give a key to your
property directly to
A Care Worker without the express written agreement of Care 4 U Hampshire Ltd.
11. Main Terms and Conditions of Service
Where * is inserted this applies to all clients not just private clients
Charges for Services Purchased by the Local Authority
If all of your care has been arranged by a Social Worker and the Local Authority is
the purchaser then there are no fees liable from Care 4 U Hampshire Ltd to you.
There may well be an arrangement in place whereby you will be expected to make a
contribution to the Local Authority towards the cost of your care, following an
assessment of need. If so this will be arranged by your Social Worker and they will
provide all the necessary details to you.
Charges for Private Service Users
You will be charged for work undertaken by an employee of Care 4 U Hampshire Ltd.
All charges are subject to regular review and variations will be notified to you in
writing from time to time. All charges must be paid to Care 4 U Hampshire Ltd.
Payment must not be made to the Care Worker unless authorised in writing by the
company. We are happy to accept payment on a weekly, fortnightly, 4-weekly or
monthly basis, and we are happy to except cheques or a payment direct into the
company bank account. We are not able to accept cash payments.
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Bank Holiday and Public Holidays
All Public and Bank Holidays will be charged at twice the normal rate. In addition to
Bank Holidays and Public Holidays, the Bank Holiday rates will also apply to the
Good Friday, Saturday and Sunday of Easter weekend, the 24th of December after
17:00 hours and 31st December after 17:00 hours. Where Christmas and New Year
holidays fall on or immediately prior to/after a weekend, Care 4 U Hampshire Ltd
will advise you of the rates applicable.
Payment
Payment for services provided will be itemised on a Care 4 U Hampshire Ltd
invoice, which is issued depending on the agreement between all parties – weekly,
fortnightly, 4 weekly or monthly. Each visit will be listed along with the individual
charge for the visit. Fees are due for payment within 7 days on receipt of our
invoice. Care 4 U Hampshire Ltd reserves the right to require a deposit in an amount
to be agreed as security against final payment.
Penalty for Late Payment
If no payment is received within 7 days after the due date of the invoice and unless
Care 4 U Hampshire Ltd has specifically agreed different terms, a 10% surcharge will
be levied on the invoice.
Travel Expenses
A mileage charge will also be invoiced to you on a weekly, fortnightly, 4-weekly or
monthly basis dependant on the agreement between all parties. This is done on a
rate per mile basis; a charge will be made on each visit at an agreed rate.
*Equipment
Care 4 U Hampshire Ltd will provide the appropriate protective gloves and aprons to
Care Workers. It is the responsibility of the Service User and/or the Local Authority
Social Services Department to provide all other necessary equipment in good
working order e.g. hoists, commode, bath seat etc. It is also the responsibility of the
Service User and/or the Local Authority Social Services Department to maintain such
equipment in good working order.
*Equal Opportunities
Care 4 U Hampshire Ltd aims to satisfy the needs of Service Users by
providing equal opportunities for its members, irrespective of their sex, age, marital
status, racial or ethnic origin, physical disability or sexual orientation.
*Cancellation
On occasion it may be necessary for you to cancel one or more booked visits. In these
circumstances three working days notice of cancellation is required, otherwise the
full charge for the planned visits will be levied.
Care 4 U Hampshire Ltd also reserves the right to withdraw services from a
Service User where a Care Worker(s) is/are subject to undue hazard, intimidation,
violence or threat. This is not undertaken lightly and will only be exercised when all
other avenues for resolving the problem with the Service User have been attempted.
However, it is recognised that Care 4 U Hampshire Ltd has ultimate responsibility
for safeguarding the health and safety of its staff.
*Disclaimer
Care 4 U Hampshire Ltd Care Workers will always, whilst providing care to
Service Users, treat your property and possessions with respect. However, on
occasions accidental damage and breakages can occur. You are therefore advised that
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Care 4 U Hampshire Ltd accept no liability or responsibility for this type of damage.
Therefore, we recommend to Service Users that breakages and damage should be
processed through your own buildings and contents insurance.
*Other Aspects of your Agreement with Us
You will be asked to give details of your next of kin or any person you wish to act as
your representative. The care plan will detail the specific tasks that Care 4 U
Hampshire Ltd will provide to you on the days when you require services. This will
also include the approximate starting time and duration of calls required. We will
provide staff with appropriate personal protective equipment including gloves and
aprons. Either you or your local Social Services Department will be responsible for
the supply of all other necessary equipment e.g. hoists, commode, bath seat etc.
It is also the responsibility of the Service User and/or the Local Authority Social
Services Department to maintain such equipment. You will be responsible for
providing all cleaning materials and equipment to be used to undertake housework.
You have the right to inspect all the records we hold relating to you. This is in
conjunction with Care 4 U Hampshire Ltd’s Control and Access to Records Policy
and in line with the Data Protection Act.
The agreement is to provide you with the care you require at the request of the Social
Services Department as detailed on the care plan until you no longer require it or we
are requested to cease by you or the Social Services Department.
12. Care Quality Commission
This is a National body, which regulates the conduct of Domiciliary Care Agencies in
England. There are a number of Regional Offices from which Care Quality
Commission carry out their duties. The address of the CQC Regional Office which is
responsible for regulating your care can be found in the List of Useful addresses.
CRB
All our staff will be CRB checked. This is a check made by the company and it means
a Criminal Records Check. The CRB’s aim is to help organisations in the public,
private and voluntary sectors by identifying candidates who may be unsuitable to
work with children or other vulnerable members of society. This means that we
closely check all staff before they can start work for Care 4 U Hampshire Ltd.
13. Hours of Operation
Care 4 U Hampshire Ltd Head Office is open Monday to Friday from 9am to
4pm. Outside of these hours an answer machine is available for you to leave
messages.
In emergencies you or your relative should use the emergency telephone number
given on the answer machine to contact the “out of hours” Duty Team.
OUT OF HOURS EMERGENCIES
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In the event of an emergency outside of the above hours please telephone:
07804 974692
When should you call Care 4 U Hampshire Ltd’s “out of hours” service?
• If your Care Worker has not arrived within 20 minutes of the time the service was
booked for. (Without your call we are unable to respond)
• If you need to cancel a service for that evening or before the office opens the next
morning.
• If you are concerned and wish to verify a Care Workers identity prior to allowing
them into your home.
• If you are feeling unwell or have had an accident you should contact either your GP
or call 999.
If you wish to confirm the name of a carer that will be visiting please call during
normal office hours.
It is important to understand that the out of hour’s service will be operated by office
personnel and should therefore only be used when essential. Calling the out of hour’s
emergency service number when not essential could prevent emergency calls being
received.
14. Insurance Details
Care 4 U Hampshire Ltd holds insurance cover in compliance with Regulation 23
(2b) – The Domiciliary Care Agencies
Regulations 2002.
Insurance cover includes:
Public/Products Liability Including Malpractice & Treatment Risks
£5,000,000
Employers Liability
£10,000,000
15. Staff Qualifications/Uniforms
All staff that commence employment with Care 4 U Hampshire Ltd will be requested
to start training in NVQ2 in Health and Care within the first six months of
commencement of employment. Any staff that are starting without qualifications
will be requested to demonstrate their competence and required to sign up for at
least NVQ2 in Health and Care. As a company we like to invest in our employees and
also offer NVQ3 in Health and Care.
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There are various courses that all staff have to undertake which will include:
protection of vulnerable adults, manual handling, basic first aid, food hygiene,
infection control, dealing with aggression, care and administration of medicines, fire
safety, dementia and health and safety. These are just some of the courses. These
courses will be updated on a regular basis and monitored in a personal development
file.
Protective clothing such as gloves and aprons will be supplied by Care 4 U
Hampshire Ltd and all staff members have to wear such items to protect themselves
and the service user.
*Uniform is supplied by Care 4 U Hampshire Ltd which consists of coloured tunics.
The manager will wear a white tunic with yellow piping when she is out in the
community and the senior carers will wear a white tunic with aqua piping and all
other carers will wear an aqua tunic with white piping.
*Sometimes it is possible for a carer not to wear unifrom if this is what the service
user wishes. This would have to be arranged prior to care commencing and should
be arranged with the manager.
16. Your Guide to Useful Numbers and Addresses
The General Social Care Council
Goldings House
2 Hay’s Lane
London
SE1 2HB
Tel: 020 7397 5100
www.gscc.org.uk
Care Quality Commission
The Oast
Hermitage Court
Hermitage Lane
Maidstone
ME16 9NT
Tel: 01622 724950
Hampshire Social Services
Lymington
Winchester
Avenue Road
Lymington
Corinium House
10-14 Andover Road
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SO41 9YB
Tel: 01590 625000
Textphone 01590 625129
Fax: 01590 625005
Winchester SO23 7BX
Tel: 01962 869313
Textphone: 01962 878209
Fax: 01962 878537
Wiltshire County Council
Bythesea Road
Trowbridge
Wiltshire
BA14 8JN
Dorset County Council
Christchurch Social Services
32 Jumpers Road
Christchurch
Dorset
BH23 2JT
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17. When there is a death at the home
When a person dies at home there are a number of practical things that must be
done. This leaflet contains essential information which we hope you will find helpful
and supportive.

When a person dies their GP must be notified. If the surgery is closed
telephone the out of hours service on 08448113060 for Hampshire or 0300
11 5717 for Wiltshire.

There is no need to call the Police or Ambulance service.

Funeral directors offer 24hr service, should you wish to contact them during
the night, and will come and transfer the deceased after the GP has
confirmed that the person has passed away.

They will also need to know whether the person is to be buried or cremated
so that they can arrange for necessary forms to be completed.
Registering the death
This needs to be done within five working days.
You will need to take with you the Medical Certificate of cause of Death, which shall
be issued by their GP, and the medical card of the person. If you have misplaced the
medical card please have with you his/her National Insurance and Health Numbers.
On the brown envelope containing the Certificate there is a list of questions which
you will be required to answer to the best of your knowledge.
The Registrar will give you a GREEN form to take to the Funeral Director. The
funeral cannot take place without it. They will issue you with a WHITE certificate,
which can be used in dealings with DSS>
Additional copies of the death certificate can be obtained at the time for a fee. It is
useful to have extra copies as photocopies may be unacceptable to banks and
insurance companies.
The Registrar
Please telephone New Forest Register Office at Ringwood for an appointment.
Monday to Friday, 10am to 4pm.
Tel: 01425 489681
Registration can be arranged either at:

The Town Hall, Avenue Road, Lymington.

The Register Office, Public Offices, 65 Christchurch Road, Ringwood,
BH24 1DH
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18. Price List
Please contact the office for details on pricing
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Care 4 U Hampshire Ltd
If you wish to make a compliment, concern or a complaint, please
fill in the information below and send to your local branch.
Name ..................................................................................
Address...............................................................................
............................................................................................
............................................................................................
Telephone ..........................................................................
Service User’s Name ..........................................................
Relationship to Service User..............................................
Please circle as appropriate:
Compliment
Concern
Complaint
Details: [please feel free to continue on a separate sheet]
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Yearly training that staff take, and it has to be updated every
year.
1)
2)
3)
4)
5)
6)
7)
8)
First Aid - this is every 3 years
Moving and Handling
Health and Safety
Fire Safety
Food Hygiene
Effective Hand Hygiene
Medication
Safeguarding Vulnerable Adults
All of the above are achieved before going out to give care.
These are other courses undertaken throughout the year:
9) Effective Communication (1)
Effective Communication (2)
10) Managing Challenging Behaviour
11) Death, Dying & Bereavement
12) Understanding Dementia
13) Dementia Care in the Domiciliary Setting
14) Pressure Ulcer Prevention
15) Adult Abuse Basic Awareness
16) Abuse of Adults with Learning Disabilities
17) The Principles of Person Centred Care
18) Needs of the Service User
19) Role of the Home Carer
20) Raising Concerns & Whistle-blowing
21) Develop as a worker
22) Equality, Diversity and Inclusion
23) Dignity and Respect.
24) Mental Capacity Act-in Practice
25) Dementia Care for Managers and Supervisors
26) Adult Abuse
27) Train the Trainer
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