Service User Guide
This guide is about how we support you and what you can do if we do not do it properly.
Support Plan
Before you come to live at Delbrook House our service manager will talk to you, your family and friends along with other workers involved with you, to see how much help you need, we will then make a plan of what help you will receive at Delbrook House. This is your Support Plan.
Review
Every few months we will talk to you about your support plan to see how you are feeling about living at Delbrook House and to see if you need more or less help from us. This is called your Review.
The services we provide
At Delbrook House you will always have access to 1 memeber support staff. We can help you with day to day living and looking after yourself. Things such as:
- Washing
- Shaving
- Dressing
- Toileting
- Continence care
- Assistance with medication
- Assistance with getting up or going to bed
- Cooking
- Cleaning
- Laundry
If you have important things to do at the shops or the bank we can help you do that too including:
- Shopping
- Paying your bills
- Collecting your benefits
- Help with looking after and organising your money
Extra costs
Fees paid to Delbrook House do not cover the costs of personal items. Personal items can include:
- Clothing
- Entertainment
- Holidays
- Travel costs
- Personal celebrations
- Private telephone-line in your room
- Assistance with getting up or going to bed
- Medication
- Medical costs
- Bank costs
Standards that you can expect from us
We will always be polite and courteous, and we will always respect your dignity & privacy.
Support staff will:
- Complete the tasks in your Support Plan
- Be polite and courteous
- Maintain a good standard of appearance
- 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
- Show respect for your room, belongings and personal beliefs
- Have the knowledge, skills and competence to carry out work with you to a high standard
The quality of our service to you
We will always seek to ensure you get the best possible care.
Telling us what you think
You will be able to come to our monthly house meetings to tell us what you think about Delbrook House, if you like it here and how you think it can be made better.
Every 6 months you will be asked to tell us what you think about your care and how you are being treated.
Everything you tell us about your care will be treated respectfully and in confidence.
Concerns, comments, and complaints
You should always tell someone if you think we are not treating you right. Telling us can help fix the problem.
The name and contact number of the Service Manager who is responsible for your care is:
Rosemary Kay
Delbrook House
21-23 Marlborough Avenue
Hull
HU5 3JP
Telephone: 01482 343463
You can contact Rosemary at any time if you have any questions or concerns about the care we provide to you.
If we cannot help you should tell your care co-ordinator, family, or friend, who can help you make a complaint.
Care Quality Commission
You can also complain to the Care Quality Commission if you are unhappy with the care and service you receive from us, you can contact them by telephone or in writing.
Telephone: 03000 616161
Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Key policies and procedures
Confidentiality
We will respect any information you give us about yourself in confidence. Some of your details that are held on file or on computer By Delbrook House are;
- Your name and address
- Telephone number
- Next of kin
- Your Doctor's name, address, and number
- Details of your care /Support package
This information will only be given to others with your consent or if it is required by law.
Handling Your Money
No financial transactions will be carried out by staff at Delbrook Houser, on your behalf, unless it is part of your identified care needs, this includes;
- Collection of Benefit and / or Pension
- Shopping
- Paying bills
- Deposit and / or withdrawal of money from the bank, building society or Post Office
Staff at Delbrook House will complete a 'Financial Transaction' form, which details any financial transactions undertaken by members of staff on your behalf.
Gifts
You should not give staff member's gifts and you should not accept gifts from members of staff at Delbrook House
What we expect from you
You should always try to treat others in Delbrook House with respect
Unacceptable actions include:
- Violence of any kind
- Threats of any kind
- Damage to property
If we do not like the way you are treating others we will ask you to stop, if you do not stop we will speak to your care co-ordinator, family, or friends. If your actions do not improve we could ask you to leave Delbrook House.
Equal Opportunities
Delbrook House aims to satisfy the needs of Service Users by providing 'equal opportunities' for all irrespective of their sex, age, marital status, racial or ethnic origin, physical disability or sexual orientation.