Constance Care aims to provide a high-quality service and believes that each customer is an individual to be treated with respect and courtesy at all times.

Compliance

Our quality assurance processes consists of many strands, from a one-to-one phone calls, face-to-face meetings and monitoring visits, to audits and questionnaires, to ensure that you and your family are happy with the level of service being provided. We actively listen to your views and suggestions, welcoming any thoughts that will ensure you’re happy and relaxed with your care.

We ensure potential employees are formally interviewed and have people who receive a home care service on our interview panel. We actively encourage you to interview for your own staff. You need to feel safe and secure with the staff in your home and that the home carer enhances your life.

If the care assistant is suitable, they undergo a variety of robust checks including formal Enhanced Disclosure reference checks. This is followed by a week’s induction comprising of formal class-based learning, to practical hands-on, and then shadowing an established home carer. Our senior carers also support new carers and, in particular, do regular monitoring and reviews of any new employees.

“We are delighted to say that we received a 6 for Statement 1 on the Quality of Care and Support theme that was inspected by the Care Inspectorate. It is very difficult to gain a 6 and very few Companies do so.”

Constance Care is registered for Support Services [Care at Home] and Housing Support services with the Care Inspectorate.

Constance Care is registered with the Information Commissioners Office as required by the Data Protection Act 1998.

Quality Assurance

Our belief is that you are at the heart of our service. Our Quality Team is headed up by a respected colleague with many years experience in Care in the Community. The monitoring and auditing of our service is crucial to ensure customer satisfaction.

Our staff underake a robust induction programme lasting over a week, comprising of both theory and direct practice. There are monthly development training programmes for all staff and we look to ensure our management staff also receive a programme of continuous improvement.

Constance Care recognises its responsibility for ensuring that at all times we need to meet your requirements as part of the Personal Care Plan/Contract and our contracting obligations to the local Council’s. We also recognise our desire to comply and achieve the highest standard of care possible within the National Care Standards.

In order to achieve the objectives of this policy, Constance Care will encourage positive approach to monitoring and evaluation throughout the organisation and application of this policy including effective monitoring and review arrangements.

We will make you an assurance:

We will monitor the service on a regular basis and will try to do this in a sensitive manner and clearly with your permission. We would write to you to advise you of our intention to visit and afford you the opportunity to have someone with you, if you wished. This visit is not formal nor meant to be intrusive we just wish to ensure we are doing everything we can to ensure you are enjoying your service and to listen to any comments you may have….to take the time to listen and learn from the visit. Whilst we employ staff to solely monitor our service, we would encourage all staff to ensure you are satisfied with the service you are receiving. We realise some people are very private and do not wish the intrusion in their home of ‘another person’. We will record your views and will look to find ways to ensure you are satisfied with the service.

We also monitor our staff at times unknown to them. This is to help ensure they are delivering the service we expect, and at the time expected. It is another way of us ensuring we are providing a quality service.

We perform annual customer satisfaction surveys where we look to seek ways of improving and questioning our service. These look to ensure we are meeting your needs and expectations.

At the heart of what we do is to deliver an individualised service with positive outcomes for you. We look to measure these outcomes in a variety of unobtrusive ways, but always with your knowledge and agreement.