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Supported Living SchemesService User Guide

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We can help you to live in your own Supported Living Schemes home by assisting with personal and domestic services, for instance, help with shopping, cleaning your home or even washing and cleaning yourself.

Introduction 4

Your Care Service 6 Our aims and objectives Our principles Who is the service for? What care can we provide? How do I get this service? Reviewing your service Other information about your care service

Recognising your needs 10 Your rights and our service standards Your responsibilities What makes a good care service? What makes a bad service? A national standard for your care The information we keep about you

Other relevant information 14 How do I pay for my care service? How do I complain or comment about the service? Protecting you from abuse Helping you to make important decisions If you go into hospital

Your views and opinions 18 Getting your views and ideas about our service Useful information and contact details

The Supported Living Schemes 19 Albion Road Catherine House Leander Court Liz McKeon House Penn Street Rose Court Southwold Road

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Contents

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Welcome to Hackney Council’s Supported Living Schemes. We have produced this guide to tell you about the care and support service that the schemes provide. (Please let us know if we have missed anything out.)

We are committed to supporting you to live independently in your own home. We offer this support so that fewer people need to go into hospital or residential care.

We can help you to live in your own home in one of our schemes. We can assist with personal and domestic services, for instance, help with shopping, cleaning your home or even washing and keeping you clean. We can also help you to take your medicine and to claim for any benefits that you are entitled to.

This manual has a lot of information, but if you have any more questions or comments about our services, you can:

• Call the Access Team on 020 8356 6262• Log onto Hackney Council’s website at www.hackney.gov.uk

Your registered Manager for the Supported Living Schemes is Horace Boston.

Introduction

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We are committed to supporting you to live independently in your own home.

Our Aims and Objectives

Hackney Council Supported Living Schemes aim to provide care and support for people who need assistance to remain independent. The service is provided to you in your own flat, at a time convenient to you, giving you as much choice and control as you need. The service we provide to you is based on the following principles:

Our principles:

1. Focussing on your needs. We talk to you about the care you require and how you would like us to provide that care.

2. To ensure that our business is run efficiently. We monitor our business to ensure it is responsive to you, your carers and relatives.

3. To work in your best interests. We will work together, under your direction, with other organisations to provide you with a range of services to help you to be as independent as possible.

4. To make sure that your needs are addressed. You will help us to create a Care Plan of your needs and the outcomes you would like in your life and this is what the Care Workers will help you achieve.

5. To make sure that your service is of a high standard. We will monitor your services and ask you how we can improve them.

6. To ensure our staff maintain high standards. All of our staff have either attained the required standard of qualification (NVQ) or are in the process of achieving the qualification. We will ask you for any complaints, compliments or suggestions you may have and ensure that we respond to them.

Your Care Service

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Who is the service for?

The service is for vulnerable people over the age of 65 with:

• dementia• mental health problems• complex needs• physical disabilities• learning difficulties

What care can we provide?

We can provide you with help for everyday tasks such as:

• Cooking• Cleaning your home• Washing you• Dressing you• Doing your laundry• Helping you to be as independent as possible

The help you need will be written down in a plan and agreed with you. The service we provide may also involve other people, including social workers and health professionals.

How do I get this service?

If you are interested in moving into a Supported Living Scheme you can contact:

• The Access Team on 020 8356 6262• The SLS Placements Officer on 0208 356 2326

Before we can offer you a service, we will ask a social worker to come and visit you. They will ask you about your health and the kind of help you feel you need.

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After this, if it is agreed that a Supported Living Scheme will help to meet your needs, we will talk to everyone who would be involved in your care and draw up your care plan.

Reviewing your service

We will review your service six weeks after it starts to make sure that you are happy with it. After that, we will review the service at least once a year, or more often if the help that you need changes.

We will act on what you say about the service during reviews, especially your ideas about how we can make the service better. You can make a complaint or make suggestions at any time.

Supported Living Schemes will help to meet your needs, we will talk to everyone who would be involved in your care and draw up your care plan.

Other information about your care service

We have guidance about how we provide our service and we are happy to talk to you about this or send you any information about the following:

• Assisting tenants with food and eating options • Choices in personal care• Risk assessment and prescribed risk-taking• Reporting accidents• Staff training• Night Care Workers’ duties• Assisting with tenants’ finances• Confidentiality• Quality assurance• Medication • Performance indicators• Key-working• Invasive procedures guidance• Significant event analysis• Archiving procedure• Harassment• Customer service standards• Supporting older people’s sexuality• End of life care and what to do if someone passes away• Fire procedure and emergency response plan• Referral information• Reporting a tenant missing• Pets and people in a ‘Supported Living Scheme’• Key policy• Health and safety• Contractors, building repairs and maintenance • Telecare

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This section tells you how we make sure that your domiciliary care service matches the help and support you need to live at home on your own.

Your rights and our service standards

All of our Care Workers will respect you and maintain certain standards when working in your home. They will:

• Treat you with dignity and respect• Ask you how you would like them to carry out your care• Be friendly and efficient• Complete all the tasks listed in your Care Plan and check that you are

happy with the way they have done everything• Be trained to perform these tasks in a professional manner• Receive regular supervision and support from their managers• Work to health and safety standards• Maintain hygiene standards• Replace household items in their original place after dusting or

vacuuming• Only share personal and private information from your Care Plan with

other health care and social care professionals when it is necessary• Wear a personal identity badge at all times and show it to you when

they arrive at your home• Help you to do as much as you can on your own

As well as meeting the above standards we will:

• Carry out regular police checks on all our Care Workers for your safety and security

• Work closely with other people involved in your care such as district nurses and your relatives to make sure that you keep the same carer for as long as possible

Recognising Your Needs

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All of our Care Workers will respect you and maintain certain standards when working in your home.

Your responsibilities

To help us run a good service for everyone, we would like you to:

• Treat your Care Worker with respect• Tell us how you would like us to do things for you• Store any equipment that your Care Worker uses, for example a

vacuum cleaner, where it is easy for them to find• Tell us if you are going away• Tell us if you have any complaints about the care you receive or if you

have a compliment to make about our service

What makes a good service?

• You are treated with respect by our staff• Your needs are the main concern of your Care Worker• Our staff are well qualified and know how to talk to you• Your Care Worker asks you what you like and what you don’t like. For

example, what you like to eat and what time you like to get up• The service is flexible and sensitive to your needs• Your Care Workers skills are matched to your needs• It is easy for you to complain or comment about the service• You get a clear Care Plan that lists all of your needs and you Care

Worker does exactly what the plan says.• Regular police checks are carried out on our new and existing staff

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What makes a bad service?

• You are made to feel like you are a nuisance or in the way when your Care Worker visits

• Your Care Worker arrives late with no explanation or apology• Your Care Worker does not speak to you or ask you about your needs• It is difficult to complain or your service does not have a complaints

procedure• No police checks are carried out on new or existing staff

A national standard for your care

Our Care Workers are qualified to provide you with the best possible service. We carry out regular checks to make sure that your service is provided to the nationally agreed standard set out in the Care Standards Act 2000 and the Domiciliary Care National Standards.

For more information you can call the Care Quality Commission on 03000 616161, email them on [email protected] or visit their website at www.cqc.org.uk

The information we keep about you

We will treat all information about you as confidential under the terms of the Data Protection Act 1998. We will not give out any information without getting your permission first.

We will keep regular records about your care because this will help new or temporary Care Workers to continue the care service you receive to the same high standard. This information also helps us to check the quality of the care that you get.

If you want to see your personal files we can help you. Please contact your Scheme Manager.

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How do I pay for my care service?

We have written a booklet, which explains how we work out the charges. We have included a copy of this in this guide. If you have not received a copy please contact us and we will send it to you.

How do I complain or comment about the service?

We want to hear from you when things go wrong – it is important that you tell us when you are not happy so we can put it right.

If you complain it will not affect your service in any way. You will still receive the same high standard of care.

As well as hearing from you when things go wrong; we also want to know when things go well. If you tell us about the good things we do, we will know which parts of the service you like and we can carry on doing those things.

We have published a booklet about the complaints procedure called “Complaints, compliments and suggestions”. It is available in large print, Braille or on audio tape or disk and other community languages, call the Complaints Unit on 0208 356 4720.

You can make a complaint by

• Filling in a complaints form• Visiting www.hackney.gov.uk• Calling us on 020 8356 4720

Other Relevant Information

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We carry out regular checks to make sure that your service is provided to the nationally agreed standard set out in the Care Standards Act 2000 and the Domiciliary Care National Standards.

• Emailing us on [email protected]• Faxing us on 020 8356 4835• Minicom: 020 8356 6159• Visiting the Complaints and Enquiries Team at Maurice Bishop House,

17 Reading Lane, Hackney, E8 1HH between 10am and 4.30pm. Please call ahead to make an appointment.

If you are still unhappy with the way we have handled your complaint after these stages, you can contact the Local Government Ombudsman on 020 7217 4620 or the Care Quality Commission on 03000 616161.

If you need a British Sign Language interpreter or an interpreter for another language to help you make your comments of complaint, we can arrange this for you.

All of our Care Staff have been checked with the Police to see if they have a criminal record.

Protecting you from abuse

One of the most important aspects of our service is to protect you from any from of abuse. For example, all of our Care staff have been checked with the Police to see if they have a criminal record. However, a small number of care workers may not be reliable or honest. We would encourage you to let us know if you have any concerns about any of our staff.

Everything you tell us is in complete confidence and will not affect your care service.

Helping you to make important decisions

The government has passed a law called the Mental Capacity Act 2005. This law is to ensure that if you need support that you are assisted to make important decisions, usually about your accommodation or health care. You may, for example, need to move into a care home or have a serious operation. If you need this service we will ensure that there is someone you can talk to. In Hackney the organisation is called POhWER.

POhWER will only get involved if you do not have relatives, friends or a carer who could help make a decision on your behalf.

If you go into hospital

Sometimes going into hospital can cause worry. If you need to go to hospital while you are living in a Supported Living Scheme, we will maintain regular contact with you throughout the duration of your stay, secure your flat and visit you in hospital.

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Getting your views and ideas about our service

We like to hear your views about the service we provide. What you tell us will be used to improve the service.

During the year you will be asked your views of the service. They will also ask your carers, family and anyone else who helps to look after you to find out what you like what you don’t like about the service.

Useful information and contact details

Registered Manager / Group Manager Horace Boston

Address Leander Court, 63 Balcorne Street, South Hackney, E9 7AY

Phone 079 8569 2616Email [email protected] www.hackney.gov.uk/supported-living

Normal office hours 8am – 10pmOut of hours 10pm – 8am

Complaints and comments

Phone 020 8356 4720Email [email protected] 020 8356 4835

Your Views and Opinions

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The Supported Living Schemes

Albion Road153 Albion RoadLondonN16 9JUPhone: 020 7254 8524Fax: 020 7249 5779

The Accommodation:16 one bedroom flats

All flats are self-contained and have:Central heating, small cooker and fridgeCommunity alarm (telecare)Disabled access

Non-resident Scheme Manager based on-siteLift and stairs to all floorsSuitable for semi-mobile wheelchair usersCare is provided by a team of carers who are on site 24 hours.

Scheme Facilities:Assisted bathroom, kitchen, lounge, guest room, laundry room, secure garden / paved patio area

Local Amenities:Stoke Newington Church Street, doctors, churches, Police Station, supermarket, chemists, cafes and restaurants, Lubavitch Synagogue, Mosque, Irish Woman SocietyBuses: 73, 473

Scheme Activities:Residents meetings, bingo, gentle exercise sessions, gardening club, hairdresser, coffee mornings, music therapy, indoors bowls, nail care, movies & music weekends, painting & handy craft, cards, board games, birthday parties, seasonal coastal trips, picnic in the park, barbecues.

Local Leisure Facilities:Clissold Park, sports centres, Stoke Newington Library, cinemas, lunch clubs, West Reservoir Centre

Albion Road

Catherine House30 Mare Street Hackney London E8 4RT Phone: 020 8525 1955Fax: 020 8986 2317


All flats are self-contained and have:Central heating, small cooker and fridgeCommunity alarm (telecare)Disabled access


Scheme Facilities:Kitchen, lounge, dining room, guest room, laundry room, small garden / paved patio area

Local Amenities:Broadway MarketBuses : D6, 254, 48, 55, 26, 236, 106, 388 Bethnal Green Tube station, Railway Station

Scheme Activities:Tenants meetings, gentle exercise sessions, benefit advice, coffee mornings. We can provide an escort to assist you to the hairdresser and go to the shops. Activities can be arranged around your needs and choices.

Local Leisure Facilities:London Fields, Victoria Park, sports centres, library books are brought into the scheme, Rio cinema, Salvation Army, Hackney Empire

Catherine House

Leander Court63 Balcorne StreetLondonE9 7AYPhone: 020 8985 4055


All flats are self-contained and have:Central heatingCommunity alarm (telecare)Disabled access


Scheme Facilities:Kitchens, dining rooms and lounges, quiet room, guest room, laundry room, two assisted bathrooms, garden / paved patio area

Local Amenities:Well Street Market, cafes, Elsdale Street Surgery, Well Street Surgery, Church of England.Buses: 277, 425

Scheme Activities:Arts and crafts, tea and coffee mornings, Wii game, cinema outings, music therapy, social evenings, church services

Local Leisure Facilities:Well Street Common, Victoria Park, cinemas, cafes and market, Hackney Empire

Leander Court

Liz McKeon House3 Bridport PlaceMintern StreetLondon N1 5LWPhone: 020 7613 4500


All flats are self-contained and have:Central heating, Small 2 burners cooker and fridgeCommunity alarm (telecare)Disabled access

Non-resident Scheme Manager based on-siteLift and stairs to all floorsSuitable for semi-mobile wheelchair usersCare is provided by a team of carers who are on site 24 hours

Scheme Facilities:Kitchen, lounge, dining room, laundry room, communal garden / paved patio area.

Local Amenities:Hoxton Market, Hoxton Hall, Hackney College, Geoffrey Museum, churches, doctors, cafes and restaurants, library, Salvation Army lunch club, St Leonard’s Hospital and Moorfields Eye Hospital Liz McKeon House is on the border to Islington and has easy access to Angel.

All amenities are easily accessible.

Buses: 21, 76, 141, 271, 394, 812Old Street Tube station

Scheme Activities:Tenant’s meetings, gentle exercise sessions, benefit advice, coffee mornings Tenants are supported to visit the hairdresser. Activities can be arranged around your needs and choices.

Local Leisure Facilities:Shoreditch Park, Britannia Leisure Centres, cinemas, lunch clubs, Hoxton Hall.

Liz McKeon House

Penn Street20, Penn StreetLondonN1 5DLTelephone: 020 7739 9655

The Accommodation:16 one bedroom flatsNon-resident Scheme Manager

All flats are self-contained and have:Central heatingCommunity alarm (telecare)

Non-resident Scheme Manager based on-siteLift to all floorsSuitable for semi-mobile wheelchair users

Scheme Facilities:Two kitchens, lounge and dining room, laundry room, communal garden / paved patio area with wheelchair access, activity room, assisted bathroom, guest room

Local Amenities:Hoxton Market, Hoxton Hall, Hackney College, Geoffrey Museum, churches, doctors, pubs, cafes and restaurants, library, Salvation Army lunch club, St Leonard’s Hospital and Moorfields Eye HospitalPenn Street is on the border to Islington and easy access to Angel. All amenities are easily accessible.

Buses: 21, 76, 141, 271, 394, 812Old Street Tube station

Scheme Activities:Tenants’ meetings, coffee mornings and discussion, gentle exercise sessions, arts and craft, board games, visits to Rio Cinema, hair dresser visits, one to one individual shopping trips.Tickle Pink production visit 4 times per year.

Local Leisure Facilities:Shoreditch Park, Britannia Leisure Centres, cinemas, lunch clubs, Hoxton Hall.

Penn Street

Rose Court57 Holly StreetLondonE8 3XLPhone: 020 7254 1818Fax: 020 7254 1919


All flats are self-contained and have:Central heatingCommunity alarm (telecare)

Non-resident Scheme Manager based on-siteLift to all floorsSuitable for semi-mobile wheelchair users

Scheme Facilities:Kitchens, dining rooms and lounges, laundry room, assisted bathrooms with adjustable bath, large garden / paved patio area, guest room.

Local Amenities:Queensbridge Rd shops, Dalston Market, Sharp End, Geoffrey Museum, doctors, churches, library, cafes and restaurants, Marie Lloyd Day Centre, Salvation Army lunch club, Rio Cinema.

Buses: 30, 38, 56, 67, 149, 236, 242, 243, 277Dalston Kingsland Overground Station

Scheme Activities:Coffee morning, gardening, group reminiscence, Music Therapy group, film / video viewing, swimming, Bingo, cinema, board games, knitting

Local Leisure Facilities:Queensbridge Leisure Centre

Rose Court

Southwold Road15 Southwold RdUpper ClaptonE5 9RDPhone: 020 8806 9737Fax: 020 8806 4511


All flats are self-contained and have:Fridge and cooker, built in wardrobeCentral heatingCommunity alarm (telecare)Disabled access

Non-resident Scheme Manager based on-siteLift to all floorsSuitable for semi-mobile wheelchair usersCare is provided by a team of carers who are on site 24 hours.

Scheme Facilities:Assisted bathrooms with chair lifts for easy access in/out of bath, kitchens, dining rooms and lounges, laundry room, quiet room, conservatory, guest room, therapy room, secure garden / paved patio area with furniture and barbeque.

Local Amenities:Shops, cafes, doctor and pharmacyBuses: 253, 254, 106, 393Clapton Railway Station

Scheme Activities:Tenants’ meetings, bingo, gentle exercise sessions, gardening club, hairdresser/chiropodist, nail bar, benefit advice, coffee mornings, Quiz afternoons, music therapy, art group, social evenings, shopping trips, and cinema trips, visiting library, day trips to the sea-side or venue requested.

Local Leisure Facilities:Northwold Rd Library, Sam & Annie Day Centre, local churches, Kings Hall Leisure Centre (short bus ride away) Springfield and Millfields parks.)

Southwold Road

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FREEPOST 1345 Community Services, London E8 3HT

Produced by Hackney Design, Communications & Print • October 2009 • PJ39294

Do you have any comments about this manual?

We hope you find the information in this manual useful. If you have any comments about how we could improve it, please let us know.

Phone: 079 8569 2616Email: [email protected]

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