Statement of Purpose
Introduction
Kumari Homecare Service started in Bristol in 1990 and earned accreditation from Avon Social Services in 1994. The formation of four unitary authorities soon after provided an opportunity to expand into North Somerset, Bath & NE Somerset, Bristol and South Gloucestershire. Kumari Care Limited was formed in 1998 and later that year relocated to a new HQ in Bath which it owns.
Kumari's objective is to provide a competitive yet effective service which ensures high quality practical support and encouragement to those who would not otherwise manage to live independently in their own homes.
The company aims to be a major provider of home care in the area. It will continuously improve its resources to train and support its staff in the provision of high quality care. In doing so the priority will be the wellbeing of both its staff and clients.
Services Provided
The company provides personal care and support to people in their own homes. Services are commissioned by Social Services, the Health Authorities and private individuals. The client group ranges from 18 to 100+ with a wide range of needs. Care is provided 24 hours per day, 365 days of the year from short support visits to comprehensive packages of care. The company is able to offer 'live-in' care, 24-hour cover, waking and sleeping nights in addition to regular daytime visits.
Whilst a comprehensive service is offered there is a tendency towards higher dependency clients, those with special needs, rehabilitation and palliative care. The company also provides emergency out-of-hours services.
The office is normally manned from 8am to 7pm each weekday and 8am to 4pm weekends with an out-of-hours telephone service to support staff and clients and to respond to emergencies.
Care Staff
The company currently employs approximately 140 care staff with a range of competencies operating in highly flexible working arrangements. Considerable effort is applied to supporting staff in the field and ensuring they are appropriately trained to deliver quality care.
New applicants are subjected to a comprehensive recruitment process which includes the completion of an application form, a personal interview and the receipt of two satisfactory references.
All care staff are required to commit to the company's 'Code of
Practice for Care Workers'.
After the initial induction, training is provided according to needs.
This is provided in house (the HQ has a training area) or purchased
from specialist providers. The company has developed a programme
to provide training for NVQ levels 2&3. All current training
is consistent with this objective.
Every effort is made to match the skills and competencies of care staff with the needs of the client.
Management
The business is privately owned and well funded. Two directors own 100% of the share capital and are directly involved in the running of the business.
Santosh Chaston is the Operations Director responsible for the provision
and quality of care. Prior to starting the company in 1990 she spent
17 years as a nurse working in the NHS. Having qualified in mental
health nursing and community care she was able to specialise in these
areas.
Fred Chaston is the Administration Director responsible for the day
to day running of the company. Prior to joining in 1998 he spent
25 years in senior management positions in the manufacturing industry
providing valuable experience in employment issues, industrial relations,
health and safety and finance.
A small, yet committed management team including three Team Leaders, Field Supervisors, six full-time Care Co-ordinators and Administrators supports the directors. The invoicing and payroll services are provided by a separate yet associated company.
Clients
The service aims to provide support and encouragement but not to create dependency. It will enable individuals to live independently with dignity in the community for as long as possible. Clients and their families will be encouraged to participate in the planning of the service ensuring that it is provided in a sensitive and appropriate manner. Clients will be given as much choice and control over the service as possible.
Priority is given to dialogue between the company and its clients to ensure that needs are being effectively met. Individuals will be given every opportunity to comment on the service and each year will be asked formally to participate in a Client Satisfaction Survey.
Kumari's aim is to ensure its resources are focused on the needs of its clients.
Complaints and Compliments
Kumari welcomes and encourages any comments, complaints and compliments as a means of helping to improve the quality of its service.
A personal letter is sent to all new clients explaining how to make a complaint together with contact numbers. Any complaints will be investigated and the findings discussed with the client within 28 days. If an apology is due, or action is necessary, or lessons to be learnt these will be discussed with the client and staff concerned. If a formal complaint is made to Social Services, the Health Authorities or the Commission for Social Care Inspection, the company will fully co-operate in the investigation.
Records of complaints and any investigations will be maintained.
General
The company enjoys good working relationships with the local and health authorities and will work closely with others involved in the care of its clients.
Working in
Partnership with...
Member of UKHCA