Supported Living Schemes
Service User Guide
We can help you to live in your own
Supported Living Schemes home by
assisting with personal and domestic
services, for instance, help with shopping,
cleaning your home or even washing and
cleaning yourself.
Contents
Introduction
4
Your Care Service
Our aims and objectives
Our principles
Who is the service for?
What care can we provide?
How do I get this service?
Reviewing your service
Other information about your care service
6
Recognising your needs
Your rights and our service standards
Your responsibilities
What makes a good care service?
What makes a bad service?
A national standard for your care
The information we keep about you
10
Other relevant information
How do I pay for my care service?
How do I complain or comment about the service?
Protecting you from abuse
Helping you to make important decisions
If you go into hospital
14
Your views and opinions
Getting your views and ideas about our service
Useful information and contact details
18
The Supported Living Schemes
Albion Road
Catherine House
Leander Court
Liz McKeon House
Penn Street
Rose Court
Southwold Road
19
Translation
3
Introduction
Welcome to Hackney Council’s Supported Living Schemes. We have produced
this guide to tell you about the care and support service that the schemes
provide. (Please let us know if we have missed anything out.)
We are committed to supporting you to live independently in your own
home. We offer this support so that fewer people need to go into hospital or
residential care.
We can help you to live in your own home in one of our schemes. We can
assist with personal and domestic services, for instance, help with shopping,
cleaning your home or even washing and keeping you clean. We can also
help you to take your medicine and to claim for any benefits that you are
entitled to.
This manual has a lot of information, but if you have any more questions or
comments about our services, you can:
•
•
Call the Access Team on 020 8356 6262
Log onto Hackney Council’s website at www.hackney.gov.uk
Your registered Manager for the Supported Living Schemes is Horace Boston.
4
We are committed to supporting you to live
independently in your own home.
Your Care Service
Our Aims and Objectives
Hackney Council Supported Living Schemes aim to provide care and support
for people who need assistance to remain independent. The service is
provided to you in your own flat, at a time convenient to you, giving you as
much choice and control as you need. The service we provide to you is based
on the following principles:
Our principles:
1.Focussing on your needs. We talk to you about the care you require and
how you would like us to provide that care.
2.To ensure that our business is run efficiently. We monitor our business
to ensure it is responsive to you, your carers and relatives.
3.To work in your best interests. We will work together, under your
direction, with other organisations to provide you with a range of
services to help you to be as independent as possible.
4.To make sure that your needs are addressed. You will help us to create
a Care Plan of your needs and the outcomes you would like in your life
and this is what the Care Workers will help you achieve.
5.To make sure that your service is of a high standard. We will monitor
your services and ask you how we can improve them.
6.To ensure our staff maintain high standards. All of our staff have
either attained the required standard of qualification (NVQ) or are
in the process of achieving the qualification. We will ask you for any
complaints, compliments or suggestions you may have and ensure that
we respond to them.
6
Who is the service for?
The service is for vulnerable people over the age of 65 with:
•
•
•
•
•
dementia
mental health problems
complex needs
physical disabilities
learning difficulties
What care can we provide?
We can provide you with help for everyday tasks such as:
•
•
•
•
•
•
Cooking
Cleaning your home
Washing you
Dressing you
Doing your laundry
Helping you to be as independent as possible
The help you need will be written down in a plan and agreed with you. The
service we provide may also involve other people, including social workers and
health professionals.
How do I get this service?
If you are interested in moving into a Supported Living Scheme you
can contact:
•
•
The Access Team on 020 8356 6262
The SLS Placements Officer on 0208 356 2326
Before we can offer you a service, we will ask a social worker to come and visit
you. They will ask you about your health and the kind of help you feel you need.
7
After this, if it is agreed that a Supported Living Scheme will help to meet
your needs, we will talk to everyone who would be involved in your care and
draw up your care plan.
Reviewing your service
We will review your service six weeks after it starts to make sure that you are
happy with it. After that, we will review the service at least once a year, or
more often if the help that you need changes.
We will act on what you say about the service during reviews, especially
your ideas about how we can make the service better. You can make
a complaint or make suggestions at any time.
Supported Living Schemes will help to meet
your needs, we will talk to everyone who
would be involved in your care and draw up
your care plan.
Other information about your care service
We have guidance about how we provide our service and we are happy to talk
to you about this or send you any information about the following:
• Assisting tenants with food and eating options
• Choices in personal care
• Risk assessment and prescribed risk-taking
• Reporting accidents
• Staff training
• Night Care Workers’ duties
• Assisting with tenants’ finances
• Confidentiality
• Quality assurance
• Medication
• Performance indicators
• Key-working
• Invasive procedures guidance
• Significant event analysis
• Archiving procedure
• Harassment
• Customer service standards
• Supporting older people’s sexuality
• End of life care and what to do if someone passes away
• Fire procedure and emergency response plan
• Referral information
• Reporting a tenant missing
• Pets and people in a ‘Supported Living Scheme’
• Key policy
• Health and safety
• Contractors, building repairs and maintenance
• Telecare
9
Recognising Your Needs
This section tells you how we make sure that your domiciliary care service
matches the help and support you need to live at home on your own.
Your rights and our service standards
All of our Care Workers will respect you and maintain certain standards when
working in your home. They will:
•
Treat you with dignity and respect
•
Ask you how you would like them to carry out your care
•
Be friendly and efficient
•Complete all the tasks listed in your Care Plan and check that you are
happy with the way they have done everything
•
Be trained to perform these tasks in a professional manner
•
Receive regular supervision and support from their managers
•
Work to health and safety standards
•
Maintain hygiene standards
•Replace household items in their original place after dusting or
vacuuming
•Only share personal and private information from your Care Plan with
other health care and social care professionals when it is necessary
•Wear a personal identity badge at all times and show it to you when
they arrive at your home
•
Help you to do as much as you can on your own
As well as meeting the above standards we will:
•Carry out regular police checks on all our Care Workers for your safety
and security
•Work closely with other people involved in your care such as district
nurses and your relatives to make sure that you keep the same carer for
as long as possible
10
All of our Care Workers will respect you and
maintain certain standards when working
in your home.
Your responsibilities
To help us run a good service for everyone, we would like you to:
•
Treat your Care Worker with respect
•
Tell us how you would like us to do things for you
•Store any equipment that your Care Worker uses, for example a
vacuum cleaner, where it is easy for them to find
•
Tell us if you are going away
•Tell us if you have any complaints about the care you receive or if you
have a compliment to make about our service
What makes a good service?
•
You are treated with respect by our staff
•
Your needs are the main concern of your Care Worker
•
Our staff are well qualified and know how to talk to you
•Your Care Worker asks you what you like and what you don’t like. For
example, what you like to eat and what time you like to get up
•
The service is flexible and sensitive to your needs
•
Your Care Workers skills are matched to your needs
•
It is easy for you to complain or comment about the service
•You get a clear Care Plan that lists all of your needs and you Care
Worker does exactly what the plan says.
•
Regular police checks are carried out on our new and existing staff
12
What makes a bad service?
•You are made to feel like you are a nuisance or in the way when your
Care Worker visits
•
Your Care Worker arrives late with no explanation or apology
•
Your Care Worker does not speak to you or ask you about your needs
•It is difficult to complain or your service does not have a complaints
procedure
•
No police checks are carried out on new or existing staff
A national standard for your care
Our Care Workers are qualified to provide you with the best possible service.
We carry out regular checks to make sure that your service is provided to the
nationally agreed standard set out in the Care Standards Act 2000 and the
Domiciliary Care National Standards.
For more information you can call the Care Quality Commission on
03000 616161, email them on enquiries@cqc.org.uk or visit their website
at www.cqc.org.uk
The information we keep about you
We will treat all information about you as confidential under the terms of
the Data Protection Act 1998. We will not give out any information without
getting your permission first.
We will keep regular records about your care because this will help new or
temporary Care Workers to continue the care service you receive to the same
high standard. This information also helps us to check the quality of the care
that you get.
If you want to see your personal files we can help you. Please contact your
Scheme Manager.
13
Other Relevant Information
How do I pay for my care service?
We have written a booklet, which explains how we work out the charges. We
have included a copy of this in this guide. If you have not received a copy
please contact us and we will send it to you.
How do I complain or comment about the service?
We want to hear from you when things go wrong – it is important that you
tell us when you are not happy so we can put it right.
If you complain it will not affect your service in any way. You will still receive
the same high standard of care.
As well as hearing from you when things go wrong; we also want to know
when things go well. If you tell us about the good things we do, we will know
which parts of the service you like and we can carry on doing those things.
We have published a booklet about the complaints procedure called
“Complaints, compliments and suggestions”. It is available in large print,
Braille or on audio tape or disk and other community languages, call the
Complaints Unit on 020 8356 8269.
You can make a complaint by
•
•
•
14
Filling in a complaints form
Visiting www.hackney.gov.uk
Calling us on 020 8356 8269
•
Emailing us on cscomplaints@hackney.gov.uk
•
Faxing us on 020 8356 4835
•
Minicom: 020 8356 6159
•Visiting the Complaints and Enquiries Team at Maurice Bishop House,
17 Reading Lane, Hackney, E8 1HH between 10am and 4.30pm.
Please call ahead to make an appointment.
If you are still unhappy with the way we have handled your complaint
after these stages, you can contact the Local Government Ombudsman
on 020 7217 4620 or the Care Quality Commission on 03000 616161.
If you need a British Sign Language interpreter or an interpreter for
another language to help you make your comments of complaint,
we can arrange this for you.
We carry out regular checks to make sure that your service
is provided to the nationally agreed standard set out in
the Care Standards Act 2000 and the Domiciliary Care
National Standards.
All of our Care Staff have been checked
with the Police to see if they have a
criminal record.
Protecting you from abuse
One of the most important aspects of our service is to protect you from any
from of abuse. For example, all of our Care staff have been checked with the
Police to see if they have a criminal record. However, a small number of care
workers may not be reliable or honest. We would encourage you to let us
know if you have any concerns about any of our staff.
Everything you tell us is in complete confidence and will not affect your
care service.
Helping you to make important decisions
The government has passed a law called the Mental Capacity Act 2005.
This law is to ensure that if you need support that you are assisted to make
important decisions, usually about your accommodation or health care. You
may, for example, need to move into a care home or have a serious operation.
If you need this service we will ensure that there is someone you can talk to.
In Hackney the organisation is called POhWER.
POhWER will only get involved if you do not have relatives, friends or a carer
who could help make a decision on your behalf.
If you go into hospital
Sometimes going into hospital can cause worry. If you need to go to hospital
while you are living in a Supported Living Scheme, we will maintain regular
contact with you throughout the duration of your stay, secure your flat and
visit you in hospital.
17
Your Views and Opinions
Getting your views and ideas about our service
We like to hear your views about the service we provide. What you tell us will
be used to improve the service.
During the year you will be asked your views of the service. They will also ask
your carers, family and anyone else who helps to look after you to find out
what you like what you don’t like about the service.
Useful information and contact details
Registered Manager / Group Manager
Horace Boston
AddressLeander Court, 63 Balcorne Street,
South Hackney, E9 7AY
Phone 079 8569 2616
horace.boston@hackney.gov.uk
Email Website www.hackney.gov.uk/supported-living
Normal office hours
Out of hours
8am – 10pm
10pm – 8am
Complaints and comments
Phone
Email Fax 18
020 8356 8269
cscomplaints@hackney.gov.uk
020 8356 4835
The Supported Living Schemes
Albion Road
Albion Road
153 Albion Road
London
N16 9JU
Phone: 020 7254 8524
Fax: 020 7249 5779
The Accommodation:
16 one bedroom flats
All flats are self-contained
and have:
Central heating,
small cooker and fridge
Community alarm (telecare)
Disabled access
Non-resident Scheme Manager
based on-site
Lift and stairs to all floors
Suitable for semi-mobile
wheelchair users
Care is provided by a team of carers
who are on site 24 hours.
Scheme Facilities:
Assisted bathroom, kitchen, lounge,
guest room, laundry room, secure
garden / paved patio area
Local Amenities:
Stoke Newington Church Street,
doctors, churches, Police Station,
supermarket, chemists, cafes and
restaurants, Lubavitch Synagogue,
Mosque, Irish Woman Society
Buses: 73, 473
Scheme Activities:
Residents meetings, bingo, gentle
exercise sessions, gardening club,
hairdresser, coffee mornings, music
therapy, indoors bowls, nail care,
movies & music weekends, painting
& handy craft, cards, board games,
birthday parties, seasonal coastal
trips, picnic in the park, barbecues.
Local Leisure Facilities:
Clissold Park, sports centres, Stoke
Newington Library, cinemas, lunch
clubs, West Reservoir Centre
Catherine House
Catherine House
30 Mare Street
Hackney
London
E8 4RT
Phone: 020 8525 1955
Fax: 020 8986 2317
The Accommodation:
8 one bedroom flats
All flats are self-contained
and have:
Central heating,
small cooker and fridge
Community alarm (telecare)
Disabled access
Non-resident Scheme Manager
based on-site
Lift and stairs to all floors
Suitable for semi-mobile
wheelchair users
Care is provided by a team of carers
who are on site 24 hours.
Scheme Facilities:
Kitchen, lounge, dining room, guest
room, laundry room, small garden /
paved patio area
Local Amenities:
Broadway Market
Buses : D6, 254, 48, 55, 26,
236, 106, 388
Bethnal Green Tube station,
Railway Station
Scheme Activities:
Tenants meetings, gentle exercise
sessions, benefit advice, coffee
mornings. We can provide an
escort to assist you to the hairdresser
and go to the shops. Activities
can be arranged around your
needs and choices.
Local Leisure Facilities:
London Fields, Victoria Park, sports
centres, library books are brought into
the scheme, Rio cinema, Salvation
Army, Hackney Empire
Leander Court
Leander Court
63 Balcorne Street
London
E9 7AY
Phone: 020 8985 4055
The Accommodation:
33 one bedroom flats
All flats are self-contained
and have:
Central heating
Community alarm (telecare)
Disabled access
Non-resident Scheme Manager
based on-site
Lift and stairs to all floors
Suitable for semi-mobile
wheelchair users
Care is provided by a team of carers
who are on site 24 hours.
Scheme Facilities:
Kitchens, dining rooms and lounges,
quiet room, guest room, laundry
room, two assisted bathrooms,
garden / paved patio area
Local Amenities:
Well Street Market, cafes,
Elsdale Street Surgery, Well Street
Surgery, Church of England.
Buses: 277, 425
Scheme Activities:
Arts and crafts, tea and coffee
mornings, Wii game, cinema outings,
music therapy, social evenings,
church services
Local Leisure Facilities:
Well Street Common, Victoria Park,
cinemas, cafes and market,
Hackney Empire
Liz McKeon House
Liz McKeon House
3 Bridport Place
Mintern Street
London
N1 5LW
Phone: 020 7613 4500
The Accommodation:
8 one bedroom flats
All flats are self-contained
and have:
Central heating,
Small 2 burners cooker and fridge
Community alarm (telecare)
Disabled access
Non-resident Scheme Manager
based on-site
Lift and stairs to all floors
Suitable for semi-mobile
wheelchair users
Care is provided by a team of carers
who are on site 24 hours
Scheme Facilities:
Kitchen, lounge, dining room,
laundry room, communal garden /
paved patio area.
All amenities are easily accessible.
Buses: 21, 76, 141, 271, 394, 812
Old Street Tube station
Scheme Activities:
Tenant’s meetings, gentle exercise
sessions, benefit advice, coffee
Local Amenities:
mornings Tenants are supported to
Hoxton Market, Hoxton Hall, Hackney visit the hairdresser. Activities can be
College, Geoffrey Museum, churches, arranged around your needs
doctors, cafes and restaurants,
and choices.
library, Salvation Army lunch club,
St Leonard’s Hospital and Moorfields Local Leisure Facilities:
Eye Hospital Liz McKeon House is on
Shoreditch Park, Britannia Leisure
the border to Islington and has easy
Centres, cinemas, lunch clubs,
access to Angel.
Hoxton Hall.
Penn Street
Penn Street
20, Penn Street
London
N1 5DL
Telephone: 020 7739 9655
The Accommodation:
16 one bedroom flats
Non-resident Scheme Manager
All flats are self-contained
and have:
Central heating
Community alarm (telecare)
Non-resident Scheme Manager
based on-site
Lift to all floors
Suitable for semi-mobile
wheelchair users
Scheme Facilities:
Two kitchens, lounge and dining room,
laundry room, communal garden /
paved patio area with wheelchair
access, activity room, assisted
bathroom, guest room
Buses: 21, 76, 141, 271, 394, 812
Old Street Tube station
Scheme Activities:
Tenants’ meetings, coffee mornings
and discussion, gentle exercise
sessions, arts and craft, board games,
Local Amenities:
visits to Rio Cinema, hair dresser
Hoxton Market, Hoxton Hall, Hackney visits, one to one individual
College, Geoffrey Museum, churches, shopping trips.
doctors, pubs, cafes and restaurants,
Tickle Pink production visit
library, Salvation Army lunch club,
4 times per year.
St Leonard’s Hospital and Moorfields
Eye Hospital
Local Leisure Facilities:
Penn Street is on the border to
Shoreditch Park, Britannia Leisure
Islington and easy access to Angel.
Centres, cinemas, lunch clubs,
All amenities are easily accessible.
Hoxton Hall.
Rose Court
Rose Court
57 Holly Street
London
E8 3XL
Phone: 020 7254 1818
Fax: 020 7254 1919
The Accommodation:
41 one bedroom flats
All flats are self-contained
and have:
Central heating
Community alarm (telecare)
Non-resident Scheme Manager
based on-site
Lift to all floors
Suitable for semi-mobile
wheelchair users
Scheme Facilities:
Kitchens, dining rooms and lounges,
laundry room, assisted bathrooms
with adjustable bath, large garden /
paved patio area, guest room.
Local Amenities:
Queensbridge Rd shops, Dalston
Market, Sharp End, Geoffrey Museum,
doctors, churches, library, cafes and
restaurants, Marie Lloyd Day Centre,
Salvation Army lunch club,
Rio Cinema.
Buses: 30, 38, 56, 67, 149, 236, 242,
243, 277
Dalston Kingsland Overground Station
Scheme Activities:
Coffee morning, gardening, group
reminiscence, Music Therapy group,
film / video viewing, swimming, Bingo,
cinema, board games, knitting
Local Leisure Facilities:
Queensbridge Leisure Centre
Southwold Road
Southwold Road
15 Southwold Rd
Upper Clapton
E5 9RD
Phone: 020 8806 9737
Fax: 020 8806 4511
The Accommodation:
30 one bedroom flats
All flats are self-contained and have:
Fridge and cooker, built in wardrobe
Central heating
Community alarm (telecare)
Disabled access
Non-resident Scheme Manager
based on-site
Lift to all floors
Suitable for semi-mobile
wheelchair users
Care is provided by a team of carers
who are on site 24 hours.
Scheme Activities:
Tenants’ meetings, bingo, gentle
exercise sessions, gardening club,
hairdresser/chiropodist, nail bar, benefit
advice, coffee mornings,
Quiz afternoons, music therapy, art
group, social evenings, shopping trips,
Scheme Facilities:
and cinema trips, visiting library, day
Assisted bathrooms with chair lifts for trips to the sea-side or venue requested.
easy access in/out of bath, kitchens,
dining rooms and lounges, laundry
Local Leisure Facilities:
room, quiet room, conservatory,
Northwold Rd Library, Sam & Annie
guest room, therapy room, secure
Day Centre, local churches, Kings Hall
garden / paved patio area with
Leisure Centre (short bus ride away)
furniture and barbeque.
Springfield and Millfields parks.)
Local Amenities:
Shops, cafes, doctor and pharmacy
Buses: 253, 254, 106, 393
Clapton Railway Station
Translation
FREEPOST 1345 Community Services, London E8 3HT
Do you have any comments about this manual?
We hope you find the information in this manual useful. If you have any comments about
how we could improve it, please let us know.
Phone: 079 8569 2616
Email: horace.boston@hackney.gov.uk
Produced by Hackney Design, Communications & Print • October 2009 • PJ39294