New client enquiries team
That first call is so important, so Claire’s team is there to offer simple, clear advice. Most commonly the caller, or web enquiry, is from a family member – we guide them through the process, explaining our service and whether it’s relevant to the enquirer’s care need. If our home care service is suitable, Claire will personally handle the next steps, arranging to visit to explain more and, when appropriate, organising a face-to-face assessment, handled by one of our team leaders or nursing professionals – a prerequisite to the start of care.
Claire: “Our first step is reassurance – we have helped many people in various situations. We promote and provide confidence in our service by sharing our amazing customer feedback and CQC results. Once care has begun, I’m so pleased to see the improvement in the quality of life and the worry it lifts from the client’s family.”
Compliance and recruitment administration team
This team is managed by Jen, and its role is to check and verify that our care meets the highest of quality standards. For our carers – this means that at the recruitment stage, references are followed-up and DBS checks are clear, all the formal documentation, such as the right to work, is reviewed and approved. For ongoing employment, the team makes sure that training, insurance and the latest policies have been updated and understood. For the care we provide – this team carries out regular audits to maintain the highest level of care documentation and medication checks. For our clients – the team make sure all the correct documentation and approvals are in place, so that regulated care can be delivered – both at initiation, and ongoing through regular clearly documented reviews.
Jen: “We use the CQC regulations as the basis of our recruitment and compliance process so that we can ensure that every carer and client has the best possible experience with Saga Care at Home. We have a hard-working and dedicated team that takes all the necessary steps to put this in place and this is clearly seen from the positive feedback we receive, as well as from our recent CQC result.”
Recruitment and training team
Jo heads up our recruitment team; Lee, delivers our in-house training. We asked them what is the most important element of a home care business?
Jo: “Without our carers there would be no business, so we pride ourselves on being different, and taking care of the people that allow our clients to have enriched lives staying in their own homes. Our moto is; ‘We care about you as much as you care for our clients’, and that’s why we offer contracted hours, paid travel and mileage, a smooth interview process, full training along with ongoing support.”
It doesn’t stop there. Lee, is our in-house professional trainer, so his role is to put the new recruits through their induction training course, covering all aspects of care, including moving and handling, basic life support and safeguarding of vulnerable adults, our Saga principles and our charter.
Lee: “The carers who deliver the service we provide. In 2017 we had 2.5k enquiries from people wishing to be a Saga carer – it’s Jo’s team who respond to those enquiries, they will have an initial telephone conversation with them and then invite the best to an interview. Only if they meet our exacting standards will they then be offered a job. In 2017, only 2% were good enough – we’re very choosy about the type of people who become a Saga carer and only take the very best!”
Our care co-ordinators
Dean and Tara are our care co-ordinators, working from our head office in Redhill under Oke, our care manager. They also provide our out-of-hours on-call service. The care coordinator, is the go-to person when clients need to re-arrange a care call or have any queries about their care. They provide support to the carers in the field to ensure we deliver the service we promise our clients and their loved ones. Their task is to make sure that the right carers are visiting the right clients at the right time – scheduling and arranging rotas, dealing with the daily, even hourly, changes that are needed so our services are not disrupted.
Oke: “It’s a very satisfying job. We’re helping to deliver thousands of care appointments – and missing one just isn’t an acceptable option. It can be quite challenging at times, particularly when the winter weather bites, but I’m always impressed with the can-do attitude of our carers – without their commitment and passion for caring, our task would be impossible.”
Our area manager
Laila is our operations manager and her role is to oversee all regulated care provision by Saga Care at Home. Laila oversees the care co-ordinators, and works with the local team leaders and carers to maintain the highest quality of service.
Laila: “The key to a well run home care service, is a combination of simple systems, excellent staff and clear plans in place to deal with changes that occur – we’ve worked hard to create this in Saga Care at Home, and can see the results in the consistent quality of care we are delivering.”
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.