Statement of Purpose

1. The aims and objectives
2. The services provided
3. Details of the key personnel
4. Details of the qualifications and experience of the key personnel
5. Details of the qualifications of the other staff
6. The Complaints Procedure

1. The aims and objectives

CLEEVELink offers friendly care and assistance to those wishing to retain their independence. This service means you can enjoy the highest possible standards in every respect of care either in the comfort of your home, or by spending part of your day with us if that is more appropriate.

We provide a flexible approach to caring giving as much or as little help as individually required.

Our intention is that you can enjoy the independence of living in your own home with the reassurance that we can provide the help you need when you actually need it.

In essence, the aims and objectives of the service can be summarised as follows.

• To provide the highest quality comprehensive Domiciliary Care service to all our Clients.
  
• To allow you to remain living in your own home for as long as it is safe and practical to do so.
  
• To work towards enhancing the quality of your daily life by offering support in the areas that you require.
  
• Care of Service Users

  (i) To encourage your independence
  (ii) To treat our service users as individuals
  (iii) To offer choice in all things whenever practical and possible
  (iv) To treat our Service Users with dignity
  (v) To endeavour to fully understand our Service Users needs and enable them to lead a fuller life
  (vi) To ensure privacy is maintained at all times
  (vii) To ensure that security is never breached

• Staff – To strive to achieve the highest possible standards and ensure job security by the following means.

  (i) Staff training
  (ii) Progressive individual staff development
  (iii) Interaction between Management and Staff by regular meetings and individual appraisals
  (iv) Attaining a recognised Quality accreditation
  (v) Proper regular reviews of remuneration and Terms & Conditions
  (vi) Ensuring that a policy of equal opportunities eliminates any form of discrimination

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2. The services provided

CLEEVELink offers the following services

• Specialist Care
  Medication administration, wound care, care planning, post operative rehabilitation and pain control
• General Care
  Washing, dressing, assistance with daily living and going to bed
• Domestic Help
  Housework, laundry, shopping, gardening, house maintenance and pet walking
• Meals
  Prepared in our kitchens and delivered to your home or cooked in your own home
• Transport
  Provision of transport in our vehicles that are fitted with disabled access and wheel chair lifts for visits to hospital, relatives and outings
• Escort duties
  Provision of qualified staff to escort and assist you whilst out of your home to ensure your safety

These services are provided on the following basis.

• 24 hours per day
• All day
• Overnight
• Twice daily
• Once daily
• Monday to Friday
• Every other day
• Weekends
• Weekly

The service can be provided to users living in the following areas.
The service can be provided outside these areas but the effectiveness of emergency cover and cost will need to be discussed to determine viability.

• Cheltenham
• Prestbury
• Bishops Cleeve
• Winchcombe
• Broadway
• Leckhampton
• Tewkesbury
• Painswick
• Stroud

And all the areas in between these districts and towns.

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3. Details of the key personnel

The service is controlled by the Directors of the Company who are Mr. Robert Flexer and Mrs. Maura Flexer.

In addition, they provide administrative and financial back up to the Registered Manager, Mrs. Julia Knight.

Mrs. Julia Knight is the General Manager and the Registered Manager.

She is a Registered General Nurse with 7 years experience in management. In addition she has in the past provided private Nursing care on a one to one basis as well as being the Senior Practice Nurse for a busy Surgery in Swindon.

As General Manager, Julia is in overall charge of the service.

Julia is assisted by a Deputy Manager, Mrs. Mary Hyam who is also a Registered General Nurse with some 40 years experience.

These key staff provide the nucleus of the management team and control the activities of the care and domestic teams in the field.

Carers deliver the care service under the guidance of the General Manager or the Deputy Manager depending upon whom is on duty at the time.

The domestic staff are supervised by our Housekeeper, Mrs. Helen Brice. She is also responsible for the laundry service.

Where meals are provided from our central kitchen, our Senior Cook, Mrs. Julie Alvis will discuss the daily menus with you along with any special dietary needs.

The Handyman/Minibus driver is Mr. Keith Palmer and he is responsible for providing the following services.

• Delivery of meals
• Provision of household maintenance
• Transport

The Gardener is Mr. Roger Beauchamp and is a very experienced groundsman. In addition to his duties with CleeveLink, he also looks after the grounds at Cleeve Hill Nursing Home.

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4. Details of the qualifications and experience of the key personnel

Mrs. Julia Knight is a First Level Registered General Nurse. She has completed ENB 941 and has completed the following relevant courses.

• Care Planning workshop
• Health & Safety awareness
• Manual Handling
• Food Hygiene
• Dietetics
• Care and management of diabetes
• Look after your heart – Tutor training course
• Counseling Course

Mr. Robert Flexer holds a University degree in Civil Engineering and is Member of Institute of Highway Engineering and an Associate Member of the Institute of Civil Engineering.

He has also completed the following courses

• Health & Safety Awareness
• Food Hygiene
• First Aid

Mrs. Mary Hyam is a First Level Registered Nurse. She has completed the following courses.

• Manual Handling
• Infection Control
• Food Hygiene
• Health & Safety Awareness
• First Aid
• Venapuncture

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5. Details of the qualifications of the other staff

The care staff who will attend you in your home will generally have received training in the following categories. In addition, they will also have attained or will be attaining NVQ Level 2 during the course of this year.

• Manual Handling
• Infection Control
• Food Hygiene
• Health & Safety Awareness
• First Aid

Currently, this department is staffed by the following personnel.

(i) Mrs. Mary Selvage
(ii) Mrs. Lisa Barrett

The catering, housekeeping and transport staff will have received training in the following categories.

• Health and Safety Awareness
• Food Hygiene
  

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6. The Complaints Procedure

HOW TO MAKE A COMPLAINT

It is our belief that any comments whether these are positive or critical can help in the improvement of the quality of the service we provide. We are always pleased to receive feedback about the quality of the service that we provide.

If you, your relatives or someone acting in your interests have cause for complaint, we would wish to investigate the matter in a fulsome manner, recording the details and offering a detailed explanation of the incident or occurrence.

We will also inform you of the action to be taken resulting from the investigation.

In the first instance, please contact the staff with whom you have contact.

If they are unable to assist or you feel that the response is unsatisfactory, please refer the matter to the General Manager.

The General Manager will confirm an initial response within 7 working days. A further response detailing the conclusion of the investigation will be sent to you within 28 days.

This will contain and also confirm any action to be taken.

In the event that this does not provide a satisfactory outcome, you should refer the matter to the Directors of the Company, Mr. & Mrs. Flexer and/or to the local National Care Standards Commission.

This is the suggested order of procedure, however you can approach a manager, director or the CSCI at any stage.

The relevant contact addresses are set out below.

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For further information please browse the site, or for specific information.