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Invercare Service BookletTel: 0330 232 0223 Email: Admin@invercare.co.uk Website: www.invercare.co.uk
Contents03InvercareInvercare.co.ukWelcome02040506070911121318Our Aims & ObjectivesWhat Service Can Invercare Provide?How can I get services from Invercare?How can I get help with costs of care and support?How do I pay for the services provided by Invercare?Information I need to knowWhat if Invercare closes or there is a change of ownership?What if I have a complaint?How is my personal information protected?19Invercare Contact Information
WELCOME TO INVERCARE"To make a difference, by providing a service of excellence in the community"provides home care services 7 days per week. The services can be completely flexible from one visit per day to 24-hour live-in care. We can provide home care services for people with physical disabilities, general frailty, dementia, learning difficulties, palliative care, and end of life care. We currently provide services in the Perth and Kinross, Renfrewshire, North Lanarkshire, South Lanarkshire and Inverclyde.InvercareInvercare.co.uk03OUR MISSION STATEMENTInvercare is a care at home provider registered with the Care Inspectorate that
OUR AIMS & OBJECTIVESInvercareInvercare.co.uk04At Invercare, we prioritise quality in every aspect of our service. Our care plans are meticulously designed to ensure that each individual receives the highest standard of care tailored to their specific needs. We continually monitor and assess our services, implementing feedback and best practices to maintain excellence. Our commitment to quality means that you can trust us to provide dependable and compassionate care that significantly enhances the well-being and comfort of those we serve.StrengthContinuity of care is a cornerstone of our approach at Invercare. We understand the importance of consistent and reliable care, especially for individuals with complex needs. Our team works closely with clients and their families to establish long-term relationships, ensuring seamless and uninterrupted care. By maintaining the same dedicated caregivers whenever possible, we foster familiarity and trust, which are crucial for effective and comforting care experiences.ContinuityProfessionalism is at the heart of Invercare’s operations. Our team is composed of highly trained and certified caregivers who adhere to the highest ethical standards. We approach each situation with respect, confidentiality, and a commitment to excellence. Our professional demeanour ensures that all interactions are conducted with integrity and that our clients receive not only competent care but also the dignity and respect they deserve.ProfessionalismBuilding strong, meaningful relationships with our clients and their families is a fundamental aspect of Invercare’s philosophy. We believe that understanding the unique stories, preferences, and needs of each develop genuine connections, fostering an environment of trust and emotional support. This relationship- focused approach ensures that our clients feel valued and understood, enhancing their overall experience and well-being.Relationship-Focusedindividual enables us to provide more personalised and effective care. Our caregivers take the time to
WHAT SERVICESWHAT SERVICESaddresses the diverse needs of our clients.InvercareInvercare.co.ukAssistance with personal care: help to get up, wash, shower, or bathe Help with dressing Support with bedtime routines Medication support Meal preparation and assistance with eating Respite care for primary carers in the person’s own home Palliative care End-of-life care Housing support Home-from-hospital support Befriending and companionship, including assistance with outings and trips Housework, laundry, and shopping Overnight care 24-hour live-in care at home05AREThese services reflect our dedication to providing comprehensive, high-quality care that PROVIDE?
HOW CAN I GET SERVICES FROM INVERCARE?InvercareInvercare.co.uk06Stage 1When you contact us we will discuss your specific care and support requirements to get to know your preferences. We will provide you with information on the services that are available to you as well as outline any costs and how to get help with funding your care and support.Stage 2We will then arrange for a member of our care team to visit you and carry out a comprehensive outcome focused assessment of your care and support needs, including any risk assessments, to ensure your safety.Stage 3Stage 4We will identify suitable home care professionals to support youStage 5Your service commences.You can reach out to us directly by contacting Invercare using the details provided at the front of this booklet. What Happens When You Contact Invercare?Our goal is to make the process smooth and reassuring, ensuring you receive the highest quality of care tailored to your individual needs.We will finalise your outcome-focused personal plan with you and your family, making sure you are happy with every aspect.
HOW CAN I GET HELP WITH THEHelp with care and support costs is available to everyone, but whether you get this help depends on your care and support needs. If you think you need support in your daily life then you may want to contact your council to talk about this with a professional, like a Social Worker. Invercare can help you do this if you wish. The Social Worker will work with you to find out what support you might need and if they agree you need care and support, they will arrange this with you and arrange any funding necessary.InvercareInvercare.co.uk07COSTS OF CARE & SUPPORTIn the past your council would have arranged your care and support for you, and you would not have had much say in who or what care provider supported you. Now you can support you want and another organisation like the local authority arranges this support on your that you are on at any time you can change your options. You can get more information on the following website: https://www.sdsscotland.org.uk .After your assessment with the local authority If the council establishes that you need care and support the amount of money the council can give you will depend on the level of care and support, you need. The amount of money spent on your support should be enough to pay for everything in your support plan.Self-Directed Support have much more choice over your care and support and can use the four options within Self Directed Support to assist you to do this. Option 1 is where you select and arrange the support you want, and sometimes this is called ·Direct Payments·. Option 2 is where you select the behalf. Option 3 is where you ask your local authority to select and arrange the support that is right for you. Option 4 is a mix of any of Options 1, 2 or 3. If you are not happy about the option
HOW CAN I GET HELP WITH THEWhat are the costs and charges for these services? The services provided by us that you may your care and support. We will not undertake any financial assessments for you this responsibility is with the local authority. However, when we undertake your home care assessment and where a financial need is identified, we can support you with this if you wish. What does Invercare Charge for? We will charge for the following: • All care at home services during the day and night •Supporting within college and other education settings.InvercareInvercare.co.uk08COSTS OF CARE & SUPPORTpay for will depend on your circumstances, and there are various ways you can get help to pay for · Shopping · Housework · Laundry · Escorts · Outings/Trips · Outings within the community.
Ways To PayHowStanding order/ bank transferBank Name: Royal Bank of Scotland Sort Code: 83-46-00 Account Number: 13169615By post - chequeCheques should be made payable to Invercare Services Ltd Ardgowan Square, Greenock, PA16 8ETAt the address aboveHOW DO I PAY FOR THE SERVICES PROVIDED BY INVERCAREInvercareInvercare.co.ukWhat if I forget to pay? We reserve the right to apply interest at 2% above the bank interest rate to the amount of any invoice not paid within 7 days. What if I go on holiday or go into hospital? There may be circumstances when you may circumstances you should contact the service who will discuss with you the09We will invoice you every 4 weeks and all invoices are due to be paid within 7 days of receipt. We reserve the right to apply 2% interest above the bank interest rate to the amount of any invoice not paid within the stated period. How do I pay? We will invoice you every 4 weeks and all invoices are due to be paid within 7 days of receipt. We reserve the right to apply 2% interest above the bank interest rate to the amount of any invoice not paid within the stated period.and posted to: Inver House Business Centre, Suite 1, 9 In person need to stay in hospital, go on holiday, visit family or friends, etc. During these arrangements for such periods.
HOW DO I PAY FOR THE SERVICES PROVIDED BY INVERCAREInvercareInvercare.co.uk10What if on the day I receive support things change? We will always provide planned services as agreed with you. If you receive more than the planned/actual hours agreed, we will charge for any additional services provided. If for any reason you receive only part of your services, we will charge for the planned service which was arranged and planned.What if I want to go on an outing or a trip and need someone to support me? If you require support with outings and trips, the home care worker should not be subjected to any additional costs generated by such outings/trips. You will be responsible for any expenses incurred to the worker during such events and this may include transport and food costs. These instances should always be discussed with the service in advance.What if I need to end my services with Invercare? Your support services with Invercare can end for various reasons, change of care provider, move of home or a death. Upon death we will end servicesimmediately and no other costs will be incurred. If, however, you are changing provider or moving home, we must be given four weeks· notice.
INFORMATION YOU NEED TO KNOWInvercareInvercare.co.ukAre There Tasks Invercare Cannot Perform? The tasks we can do to support you are detailed in your personal plan however there may be some things that you should know that your home care worker cannot do like: car. details and pin. need to speak to your worker, please contact the office. Our goal is to provide safe, reliable, and professional care while adhering to these important guidelines.11How is Invercare Regulated? Inspectorate and we undergo regular inspections on an annual basis. You can read our service” or alternatively you may ask us directly for a copy of this report and we will be happy to forward this onto you. What if My Home Care Worker is Not Available? There may be occasions when your home care worker may not be able to attend, for example, if they are on holiday or are sick. During these times, a replacement home care worker will be provided, and we will do our best to give you as much notice as possible when these circumstances arise, but this may not always be possible. What are Invercare’s Policies and Procedures? We have policies and procedures that guide our operations and the practices of our staff. If you wish a copy of any of our policies and procedures, please contact us and we will be happy to provide you with a copy.1. Your home care worker should never retain any keys for any of your property, like your house or 2. Your home care worker cannot accept gifts, money, or bequests, and cannot sign your Will.· 3. Your home care worker should never be given access to your bank account, bank account 4. Your home care worker should not provide you with their personal contact information; if you 5. We are unable to offer home care services to children under 16. We are registered with a regulator known as the Care inspection reports online at the Care Inspectorate website under ·using and choosing a
There may be a variety of reasons which may cause the service to close or change ownership. For example, an action taken by our Regulator, the Care Inspectorate, the organisation ceasing to operate, or the business going into administration or liquidation. Some of these situations could be planned or unplanned. If such events occur, there will be a transition period of 3 months where arrangements will be made for you, your relatives, friends, POA or guardian to be given notice in writing the Local Authority. will provide relevant, robust detailed information to ensure that we retain the service inWHAT IF INVERCARE CLOSES OR THERE IS A CHANGE OF OWNERSHIP?InvercareInvercare.co.uk12To make a difference, by providing a service of excellence in the communityand to be consulted on alternative service arrangements. The Care Inspectorate, as with and Health Board in the relevant areas, will have notified us. During any such period, we its entirety, by aiming to keep staff and you together.
WHAT TO DO IF I HAVE A COMPLAINT?We value complaints and use the information from complaints to improve our services. If something goes wrong or you are unhappy with our services, please tell us. This section describes our complaints procedures and how to make a complaint. It also tells you about our service standards and what to expect from us.InvercareInvercare.co.uk13What is a complaint? A complaint is an expression of dissatisfaction about our action or lack of action or about the standard of services provided by us or on our behalf.What can I complain about? You can complain about things like: Delays in responding to your enquiries and requests. Failure to provide a service. Our standard of service Dissatisfaction with our policy and procedures What can I not complain about? There are some things we cannot deal with through our complaints procedure and these include: A routine first-time request for a service, for example reporting a problem that needs initial action. Requests for compensation issues that are in court or have already been heard by a court or tribunal. An attempt to re-open a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision following stage 2 If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.Treatment by or attitude of a member of our staff
WHAT TO DO IF I HAVE A COMPLAINT?Who can complain? Anyone can make a complaint to us, including the representative of someone How do I complain? You can complain in person, by phone, in writing, or on our website. It is easier for us to resolve complaints if you make them quickly and directly to the service. So please talk to a member of our staff. They can try to resolve any problems on the spot. When complaining please tell us the following: Your full name and address As much as you can about the complaint What has gone wrong? How you would like us to resolve the matterInvercareInvercare.co.uk14How long do I have to make a complaint? You must make your complaint known to us within 6 reason to complain, but no longer than 12 months after the event itself. In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please let us know by contacting us. What happens when I have complained? We will always tell you who is dealing with your complaint, our complaints procedure has two stages, stage 1 which is considered a frontline complaint and stage 2 which is an investigative complaint.who is dissatisfied with our service. months of the following: · The event you want to complain about or · Finding out that you have a
WHAT TO DO IF I HAVE A COMPLAINT?InvercareWe will aim to resolve stage 1 complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem. We will give you our decision at stage 1 within 5 working days or less unless there are exceptional circumstances. If we cannot resolve your complaint at this stage, we will explain why, if you are still unhappy you can ask for your complaint to be investigated further through stage 2, investigative. You may choose to do this within 5 working days of our initial response. We can help you with making this request.Stage 1 – FrontlineInvercare.co.uk15Stage 2 deals with two types of complaints: those that have not been resolved at stage 1 and those that are complex and require a detailed investigation. When using stage 2 we will acknowledge receipt of your complaint within three working days, discuss our complaint with you to understand why you remain dissatisfied and what outcome youStage 2 – InvestigativeWhat if I remain unhappy?At any stage in the complaints process you have the right to contact the Local Authority, Care Inspectorate or the Scottish Social Services Council, however once the investigation stage has been completed we will remind you that you You can contact the Care Inspectorate on 0345 600 9527 or on their website: www.careinspectorate.com or enquiries@careinspectorate.comwithin 20 working days. If our investigation will take longer than 20 days, we will tell you have the right to approach your Local Authority, Care Inspectorate or Scottish Social Services Council if you remain dissatisfied.
WHAT TO DO IF I HAVE A COMPLAINT?Care Inspectorate 11 Riverside Dr, Dundee DD1 4NY 0345 600 9527 enquiries@careinspectorate.gov.scot careinspectorate.comInvercareInvercare.co.uk16Advocacy Dundee admin@diasdundee.org North Lanarkshire www.equalsay.org South Lanarkshire 01698 376777 Perth & Kinross www.iapk.org.uk Renfrewshire www.youfirstadvocacy.org Inverclyde www.www.voiceability.org/in-scotland/advocacy-in-inverclydeInvercare is registered with the Care Inspectorate for care at home and housing support.Registration numbers: Support Service CS2014333299 / Housing Support CS2014331196
Local AuthorityAddressPhone NumberEmailRenfrewshire CouncilComplaints officer Renfrewshire Council Renfrewshire House Cotton St, Paisley, PA1 1WB0300 300 0300complaints@renfrewshire.gov.ukInverclyde CouncilInverclyde HSCP Quality & Development Team, Clyde 1NB01475 717171comments@inverclyde.gov.ukNorth Lanarkshire CouncilHead Office address Civic Centre Windmillhill Street Motherwell ML1 1AB require. Directory records | North Lanarkshire Council01698 302400socialworkcomplaints@northlan.gov. uk Make a social work complaint | North Lanarkshire CouncilPerth and Kinross CouncilCustomer Service Centre, Perth & Kinross Council, Pullar House, 35 Kinnoull Street, PERTH, PH1 5GD01738 475000Complaints procedure Complaints_Handling_Procedure_20 21.pdf Complete a form online at www.pkc.gov.uk customercomplaints@pkc.gov.ukSouth Lanarkshire CouncilSouth Lanarkshire Council, Customer Services Centre, PO Box 3591, Glasgow G73 9ED (this office is not open to the public)0303 123 1015Making your complaint - South Lanarkshire CouncilDundee City Council21 City Square, Dundee DD1 3BS01382 434800online complaints form.LOCAL AUTHORITIESInvercareInvercare.co.uk17Square, Greenock, PA15 The link below will take you to identify the local office address that you
HOW IS MY PERSONAL INFORMATION PROTECTEDInvercareInvercare.co.uk18What if I remain unhappy?For us to provide care and support service to those we support we collect and use certain personal information about you. Personal information means any information about you which you can be identified, but it does not include information where your identity has been removed (anonymous data). As the “controller” of personal information, we are responsible for how that data is managed. The General Data Protection Regulation (GDPR), which applies in the United Kingdom and across the European Union, sets out our obligations to you and your rights in respect of how we manage your personal information. As the “controller” of your personal information, we will ensure that the personal information we hold about you is: Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes. Relevant to the purposes we have told you about and limited only to those purposes. Accurate and kept up to date. Kept only if necessary, for the purposes we have told you about. Kept securely. The confidentiality and security of your information is of paramount importance to us. We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject Notice” which is published on our website, www.invercare.co.uk. If you wish a copy of this, please contact us directly and we will be happy to provide you with a copy.Used lawfully, fairly and in a transparent way. to confidentiality. We have an extensive policy in relation to our Service Users· ·Privacy
INVERCARE CONTACT INFORMATIONInvercareInvercare.co.uk19InverclydeNorth LanarkshireDundeePerth & KinrossSouth Lanarkshire1 Barrack St, Hamilton ML3 0DGRenfrewshirePhoneEmailAdmin@Invercare.co.ukWebsiteInvercare.co.ukInver House Business Centre, Suite 1, 9 Ardgowan Square, Greenock, PA16 8ET 1 Barrack St, Hamilton, ML3 0DG Suite 1/14 King James VI Business Centre, Friarton Road, Town Centre, Perth, PH2 8DY Suite 1/14 King James VI Business Centre, Friarton Road, Town Centre, Perth, PH2 8DY Entrance 3, Suite 2.26, Covault Paisley, 1 MacDowall Street, Paisley, PA3 2JQ 0330 232 0223
Contact Information0330 232 0223Admin@Invercare.co.ukInver House Business Centre Suite 1 9 Ardgowan Square Greenock PA16 8ET Renfrewshire Branch: Covault Paisley, 1 MacDowall Street, Paisley, PA3 2JQ Lanarkshire Branch: 1 Barrack St, Hamilton ML3 0DG Perth & Kinross Branch: Suite 1/14 King James VI Business Centre Friarton Road Perth PH2 8DYInvercare.co.ukPhone: Email: Offices: