Welcome to Tailor Care

The Agency aims to offer skilled care to enable people supported by us to achieve their optimum state of health and well-being.
 

*Treat all people supported by us and all people who work here with respect at all times. *Uphold the human and citizenship rights of all who work and visit here and of all Service Users. *Support individual choice and personal decision-making as the right of all Service Users. *Respect and encourage the right of independence of all Service Users. *Recognise the individual uniqueness of Service Users, staff and visitors, and treat them with dignity and respect at all times. *Respect individual requirement for privacy at  all times and treat all information relating to individuals in a confidential manner. *Recognise the individual need for personal fulfilment and offer individualised programmes of meaningful activity to satisfy that need of Service Users and staff.
 

We base our care around you as an individual. To help us to do that, we adhere to a set of important principles outlined below. If at any time you have any questions about these, or you feel that someone is not upholding them, please let the Registered Manager know.

Safe

TAILOR CARE SOUTHAMPTON LIMITED will do everything possible to keep you safe from all forms of abuse and neglect, working with you and other agencies to prevent avoidable harm. We do this by:

• Ensuring that our staff are well trained and skilled to provide the right Care, can recognise signs of abuse and report them swiftly, whilst ensuring that lessons are learnt and improvements made to the service, when required
• Giving you the information, you need to make informed choices and take informed risks. Staff at TAILOR CARE SOUTHAMPTON LIMITED understand and ensure the balance between your informed risk-taking, and the responsibility to ensure the safety of you and of others
• Identifying any hazards in your home and reducing the risk of infection
• Supporting you with any medication needs carefully to minimise the risk of errors or supporting you to continue to self- manage your medication safely
   

Freedom from Discrimination

TAILOR CARE SOUTHAMPTON LIMITED has a zero-tolerance approach to all forms of discrimination and will take action when it is found. Discrimination means being treated unfairly on the grounds of; age, being or becoming a transsexual person, being married or in a civil partnership, being pregnant or on maternity leave, disability, race including colour, nationality, ethnic or national origin, religion, belief or lack of religion/belief, sex, sexual orientation or social standing.
 

Effective

We believe in Care that meets your needs because you are involved fully in your Care and its arrangement.

Each Service User is celebrated and supported to be an individual, to have their own social, emotional, spiritual, cultural, political and sexual needs accepted, supported and respected.

The service we provide is effective because:

• We employ the right staff for you who have the right knowledge, skills and qualifications to fulfil your wishes and to enable you through Care

• We will ask for your views and ideas about how you wish for your care and support to be provided and enable you to contribute to any proposed changes
• We will make information accessible in a way that you can understand, about your Care, medication and the services being offered and how you can tell us if there is something you do not like about our services
• We will consult you on your wishes, history and preferences in the assessment and put this in your Care Plan. We will check this is up to date when your Care Plan is reviewed. We will make sure that your Care Plan is updated if your care needs change
• We will ask for your informed consent to Care and any changes to it in all decisions about your Care
• The principles of the Mental Capacity Act will be followed and we will ensure that, where you cannot give consent, best interest decisions will be made following the Mental Capacity Act principles
• You will be supported to achieve as much independence as possible, emotionally, physically, intellectually and

socially and without unreasonable restrictions

• We will keep information about you confidential and will tell you how we use your personal information, store it and how long we keep it for. You can talk to our Privacy Officer if you are concerned about your personal information
   

Caring

TAILOR CARE SOUTHAMPTON LIMITED promotes a person-centred approach because:

• Staff take an interest in what makes you, you; the things you want to share from memories, the things you like and do not like, current interests, needs and new pursuits
• Staff treat you with dignity in the way they speak with you and the way they behave
• We assist you in continuing to use your skills and in pursuing your interests
• We uphold your right to privacy in all aspects of your care, personal affairs and belongings
• All information about Service Users is treated as confidential and only shared with members of staff, other professionals or organisations for the provision of care with your consent or your representative
• Information about you will be protected and stored to meet legal requirements and only kept for as long as is necessary
• We will make sure you understand information and what is said, providing you with the support you need and giving you the help that you require to make your voice hear
   

Responsive

TAILOR CARE SOUTHAMPTON LIMITED is responsive to what we see, hear and know, to ensure that you maintain your health and wellbeing.

• Care staff ensure that they are up to date with what is in your Care Plans and make changes when they are needed
• TAILOR CARE SOUTHAMPTON LIMITED welcomes complaints, compliments and issues raised and will always take them seriously, investigate and take the action needed to put things right, and improve the service we offer
• Staff work with other professionals to ensure that your Care is joined up
   

Well-Led

TAILOR CARE SOUTHAMPTON LIMITED is a well-led organisation, knowing its responsibilities and carrying them out.

• The management staff of TAILOR CARE SOUTHAMPTON LIMITED are available and approachable for Service Users and staff alike
• TAILOR CARE SOUTHAMPTON LIMITED has the skills to monitor the service and make changes when they are needed
• When things go wrong, TAILOR CARE SOUTHAMPTON LIMITED and its management staff are honest with you and give solutions on how to put things right
• TAILOR CARE SOUTHAMPTON LIMITED welcomes feedback from you to shape and improve the service
• TAILOR CARE SOUTHAMPTON LIMITED works in partnership with other agencies for the provision of the service
   

Statement of Purpose

We have a Statement of Purpose which we share with you, please contact us on 023815450008.
 

Our Staff

Live in Care, Domiciliary Care, Respite Care, Domestic Support.
 

Friends, Family and the Community

• We will support you in keeping links with the community, maintain your network of friends and family and will help you to visit shops and places of interest, where agreed, as part of your Care Plan
   

Activities

• TAILOR CARE SOUTHAMPTON LIMITED actively promotes Service Users’ normal social networks and social activities and the level of support required will be agreed as part of your Care Plan
• Each Service User’s Care Plan includes a facility for recording life history, social networks and contacts, and preferences for activities and hobbies, so that the service can ensure that these are a part of everyday life
   

Privacy

We will respect Service Users' privacy at all times. We will do this by making sure that:

• Discussion about Service Users and their affairs will be for the purposes of managing and improving care, and for no other reason, and will be conducted in private
• Records will be designed, used and stored safely and confidentially and UK GDPR and Data Protection Act 2018 principles for information sharing will be followed
• We will ask you to keep your Care Plan safely in an agreed place so that your Care Workers can read it when they come to your home or we will create a Care Plan with you that is stored digitally, we will of course give you a copy of this to keep safe
   

Service Users’ Dignity

Your dignity is a matter of the utmost importance to us and all staff will have received training in this area.

• We ask you what you would like to be called, this name will be recorded on your Care Plan and used by all staff

• In the absence of information on what you want our staff to call you, staff will address you formally, using your title and surname
• Staff are trained to support you with dignity always and will ensure that support is given in a dignified way, whether you are

alone or in company

• Staff are trained to knock and wait for your invitation before entering your home, unless there is an alternative arrangement agreed
   

Complaints and Comments Procedure

We always aim to provide a high standard of care in all our services.

Our Service Users’ views are important to us and help to ensure that our services are consistently meeting people’s needs. If you are unhappy with any of our services, it is important that you let us know.

If a complaint alerts us to possible abuse or neglect, we will tell the Southampton City Council Adult Safeguarding Team. The Southampton City Council Safeguarding Team will decide how to investigate and monitor outcomes.

 

How to Tell us what we Need to Improve

Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, their friends or family, can tell us how we can improve. First, you must speak to Samantha Cole or their Deputy.

If the suggestion is something that TAILOR CARE SOUTHAMPTON LIMITED as a company, needs to consider, you can action it by contacting 02381550008 or by email at southampton@tailorcare.co.uk

Making a Complaint

TAILOR CARE SOUTHAMPTON LIMITED aims to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints confidentially.

TAILOR CARE SOUTHAMPTON LIMITED assures Service Users and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
 

Who can Complain?

Anyone affected by the way TAILOR CARE SOUTHAMPTON LIMITED provides services can make a complaint. A representative may complain about the affected person if they:

• Have died
• Cannot make a complaint themselves, or
• Have given consent for the representative to act on their behalf

If you are not happy about making a complaint yourself and you do not know someone who can talk to us or write to us on your behal we will be happy to find someone from an independent organisation to act as an advocate for you.
 

How you can Make A Complaint

You can complain:

• In person
• By telephone
• By letter

• By email
• Through a member of our staff
• Through an advocate or representative

We will acknowledge all complaints, whether verbally or in writing, within 3 working days.
 

Anonymous Complaints

We deal with anonymous complaints under the same procedure. However, it is better if you can provide contact details so that we can tell you the outcome of our investigation.
 

Responsibility

Samantha Cole has overall responsibility for dealing with all complaints made about their service. We will provide, as far as is reasonably practical:

• Any help you need to understand the complaints procedure; or
• Advice on where you may get that help

How we Handle Complaints

Samantha Cole may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complainant.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it. We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.

When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:

• Details of the findings
• Any action we have taken