How Saga Care at Home works
Saga Care at Home is fully regulated by the Care Quality Commission (CQC) and are pleased to say we achieved the rating ‘Good’ in our latest inspection.
Change is inevitable
We at Saga know how important it is to be flexible in our approach so we can adapt quickly and seamlessly as the client’s needs change. Our regular nurse led visits regularly review how things are going and make whatever changes are needed to ensure the plan is always right on target.
The Saga Healthcare customer charter
- Our service is supervised by a qualified RGN (Registered General Nurse) who will provide our customers with regular service reviews.
- While all our carers are trained and qualified to the same high standards, we understand the importance of this relationship, so always let our customers choose their carer and meet them before the service starts.
- We will stay with our customers for the full time we’re required and always arrive at the time we agree.
- All of our carers and nurses are salaried professionals and are reviewed and rewarded according to customer satisfaction.
- We believe care is 24 hours, so we provide a full out-of-hours service and our customers also have access to a 24-hour medical advice line.
The selection process
At Saga we take care seriously, so the people we employ to provide care to our clients are absolutely integral to both the service we deliver, and the ethos of the company as a whole. Consequently, we have strict employment criteria and referencing processes to ensure that every carer who joins the Saga family is someone we would trust to look after our own loved ones.
We choose carers through a rigorous process of interview, assessment and checking to ensure that all our carers are all experienced, well qualified, honest and reliable. Only the best will do.
To provide the quality of care you deserve, we make sure our carers are properly looked after, too. They can commit to their career with confidence because they are salaried employees who are not on zero-hour contracts, and who are rewarded according to how well the client is cared for, so they’re always ready and willing to go the extra mile to support the client’s independence and comfort. They’ll be around to build a relationship and really get to understand their client’s needs. Because they are focused on providing the best-quality care, they will give as much time as necessary to make sure you get the right help.
The next steps...
In order to decide what type of care will best suit your relative, the first thing we do is talk with the client and with you, as the representative, to gather all the information we need. What we aim to do is to build up a comprehensive picture of the client and the care and support they need.
We conduct our research on the phone, as we find that most clients are happy and relaxed to discuss it this way to start the process.
We want to find out about the client’s:
- Physical and practical needs
- Medical conditions
- Dietary needs
- Daily routines
- Local connections
A face-to-face assessment, with a specially trainer nurse, or care team leader, all the information gathered goes into the client’s care plan on which we base the care offered. No two people are alike, so each care plan is different, putting the client at the heart of our service. When we’re creating a personalised care plan, our team of Nurses and senior carers takes into account everything that contributes to their quality of life and enables them to continue living life their way in their home. It also provides the reassurance to the family that their relative is safe and secure.
A face-to-face assessment
There’s nothing to beat meeting and talking with people, so after one – or more – telephone conversations, we set up a meeting with a local team leader, or nurse, to go through everything and create a detailed care plan outlining the client’s needs. If the situation is urgent, this can normally happen within three days.
Once the care plan is in place, it will include the start date for us to deliver care – this is often set by a hospital discharge date or notice period from a existing care provider. In some circumstances we can deliver urgent care in as little as seven days, to balance urgency with the correct governance needed to deliver safe and effective care.
Keeping it up to date
Once the care plan has been implemented, regular Nurse-led review sessions are organised to maintain the highest quality of care and to keep checking and adjusting the specifics of the care provided.
Choosing a home care agency
When it comes to making a choice about which home care agency to select, it’s important to gather as much information as possible. You need to make sure you compare different providers in order to meet your loved one’s requirements.