We aim to be an outstanding care provider within the Northern Home Counties, providing our clients with first class care, using every means available, to achieve the best possible outcomes for them.
The Company’s objectives are as follows:
- To assist clients to maintain their independence and quality of life in their own home
- To provide the best possible service with a friendly, caring and compassionate approach
- To provide appropriate trained and skilled staff that fit our clients’ needs
- To provide continuity of care wherever possible
- To respect the dignity and privacy of our clients
In order to achieve the above we have an internal set of values by which we judge ourselves. These values are introduced during the interview process for all staff and are embedded in everything we do as part of our processes for training and supervising all our staff.
Compassion is at the heart of everything we do for our clients, combining humanity, kindness and care.
Respect and dignity
We value each of our clients as an individual. We respect their aspirations and commitments and seek to understand and promote their priorities, needs, abilities and limits. When providing care, we treat our clients with dignity, we aim to support and empower them and to respect their right to make their own decisions.
Openness and honesty
We are open and honest about our service. We say what we can and cannot do, we will provide our clients with the service that we have undertaken to provide and will not take on a client where we do not have the capability to provide the service needed. Our fees are transparent: we charge our clients in line with what we have recorded in our contract – there are no hidden fees. While we work hard to provide the highest quality service, if we get it wrong, we will say, and we will learn from what went wrong and make appropriate changes to our service and to our operations to improve the service we provide. We believe in a non-hierarchical and “open door” approach, whereby any member of staff can speak to senior management and the directors. We seek to employ care workers who are able to take responsibility and who are not afraid to own up if they get something wrong, and who are willing to learn and develop from their mistakes and who have the courage to speak out if they see something that they think is wrong.
We firmly believe in taking into account the views of all those involved in the care of our clients -social workers, family members, doctors, nurses, office staff and carers – and in working with them all. Each carer is a valued part of our team and we listen to our carers and value their contribution and input, given that they see our clients on a daily basis and are often the first to notice changes in the wellbeing and health of our clients.
Commitment to quality of care
We believe that we can only provide the best possible care if we recruit, train and retain the best staff who share 1st Homecare’s values and who are committed to 1st Homecare’s vision. We value our staff for their commitment and passion in providing our clients with great care. We recognise that mistakes do occur, but when they do, we expect an honest reflection from all those involved so that future errors can be prevented.
Caring with a smile
Everyone responds to a smile. We believe that there is always time for a smile, no matter how busy life is. We know some of our clients spend long hours alone and look forward to our carers’ visits to brighten their day. We aim to recruit cheerful staff and expect them to try to leave their problems at home and to do their best to bring a smile to all those they see or speak to during the course of the working day. We also believe this applies to office staff using the phones for much of the day because we believe that you can always hear a smile!
I am contacting you on behalf of my mother to say thank you to your staff who came out this morning to get her medication and breakfast following the difficulties her care staff had experienced in accessing the key to her flat. This flexible response to need is very much appreciated. My mother had a difficult few days when she was discharged from the nursing home until a care package could be secured. However, since your team have taken over I can see a marked improvement in her progress and, most importantly, she is very happy with the support they are providing. Given that I live at some distance from my mother the knowledge that she has such good support is very reassuring."