National Care Standards: Care at Home

1-4 Before using the service

1 Informing and deciding
2 The written agreement
3 Your personal plan
4 Management and staffing

Introduction to standards 1 to 4

The standards in this section relate to those aspects of the care at home service that you want to know about before deciding to use a service.

Informing and deciding

You make a positive and informed decision about the care service you are to receive in your home, helped by the quality and accuracy of the information you are given.

You must have proper information to help you reach a decision. You can expect it to be up to date and reliable, in a format and language that you can easily understand and keep.

The written agreement and your personal plan

You can expect that, where you have one and with your permission, the provider will know all the relevant aspects of your local authority community plan, and will consider your needs before offering you the service.

You and the provider will work out together:

the written agreement which clearly defines the service to be provided, the terms and conditions for receiving the service and arrangements for changing or ending the agreement; and

your personal plan which details your assessed needs and what services are needed to provide for them.

Management and staffing

The principle of safety highlights how important it is for you to feel at ease with the service provided in your own home. You must be confident that staff are trained and knowledgeable about your needs and work to best-practice guidelines.

Informing and deciding

Standard 1

You have all the information you need to help you decide about using the care service in your home.

1 You have an introductory pack which clearly explains the service and what it can provide. Everything is written in plain English or in a language and format that is suitable for you. It should include:

• details of the aims and objectives of the service;
• details of the service provider, including the manager or owner (or both);
• details of the services provided;
• the charges and the services they cover;
• contact names and telephone numbers including a 24 hour contact number;
• the most recent Care Commission report on the service;
• cover arrangements if home care workers are sick or absent;
• policies and procedures for managing risk and recording and reporting accidents and incidents;
• the complaints procedure;
• any limits to the service;
• the availability of the service and who can use it; and
• arrangements agreed with the Care Commission to be put in place if the agency closes or there is a change of ownership.

The written agreement

Standard 2

You receive a written agreement which clearly defines how the service will meet your needs. It sets out the terms and conditions for receiving the service and arrangements for changing or ending the agreement.

1 You are fully involved in developing the detailed written agreement and any reviews of the written agreement.

2 The written agreement includes:

• the date that the agreement was made;
• the date the service starts;
• who will provide the service, and how and when;
• any charge to you and how you can pay this;
• information about how to change any details or end the service agreement; and
• how long you expect to receive the service.

3 You have a copy of the agreement signed and dated by everyone involved.

4 You can ask for a review of your written agreement with the provider.

Your personal plan

Standard 3

You can be confident that the service will meet your care needs and personal preferences. Staff will develop with you a personal plan that details your needs and preferences and sets out how they will be met, in a way that you find acceptable.

1 Your personal plan includes information and decisions about:

• what you prefer to be called;
• personal preferences as to food and drink, and any special dietary needs;
• social, cultural and spiritual preferences;
• leisure interests;
• who should be involved in reviewing your personal plan;
• any communication needs you may have;
• what communication arrangements need to be put in place if your first language is not English;

• when and in what circumstances friends, relatives and carers will be contacted;
• an independent person to contact if you want to make a complaint or raise a concern; and
• the name or names of any home care workers who will work with you.

2 You have a copy of your plan in a format that you can understand.

3 You can ask for your care needs to be reviewed at any time.

4 You can take part in all reviews of your care if you want to, along with anyone else you choose. You can have help to do this if you need it.

5 If there is a change in your personal situation or health, staff will contact the necessary service with your knowledge and with your agreement (if you are able to give it).

Management and staffing

Standard 4

You experience good quality care at home. This is provided by management and the care staff who have the skills and competence to carry out the tasks you require. The service operates in line with all applicable legal requirements and best-practice guidelines.

1 You can be assured that the provider has policies and procedures which cover all legal requirements, including:

• staffing and training;
• administration of medication;
• managing risk;
• proper record-keeping, including recording incidents and complaints;
• personal interviews; and
• health and safety.

2 You are confident that staff know how to put these policies and procedures into practice. They have regular training to review these and to learn about new guidance.

3 You know that the provider's staff are all recruited and selected through a process which includes:

• criminal records checks;
• taking up references; and
• cross-reference to the registers of the Scottish Social Services Council, United Kingdom Central Council for Nurses, Midwives and Health Visitors, or other professional organisations, where appropriate.

4 You know that whenever staff are involved in any financial transaction, it will be carefully recorded. This will be done in a way that can be checked by the Care Commission.

5 You are confident that the provider monitors all aspects of the service, especially its quality.

6 You know that the service will be consistent and reliable in who is giving the care and also in the way and timing of how it is given. You will be notified in advance of any necessary changes to the timing of your care at home service and who is your home care worker.

7 If your medicines are being organised for you, you can be sure that the staff who are doing this are knowledgeable and trained to do so, following up-to-date best-practice guidance.

8 Staff are dressed appropriately for their task and with regard to your cultural sensitivities.

9 You ask for, and be given, from your home care worker, confirmation that he or she is being provided through the home care agency.