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Social Services Values

•  respect the dignity and worth of each individual
•  take into account the choices and preferences of individuals, whenever possible
•  behave in a way that counteracts discrimination 
•  respect the preferred language of individuals communicate in a clear, open and honest way 
•  recognise people's own strengths and resources
•  assist people to maintain their place in their own community, whenever possible.
•  value staff
•  work in partnership with others, including service users and their carers

Social Services Objectives  2005 - 2006

1. We aim to provide services that match what people want and what they need.

2. We will obtain as much money as possible for Denbighshire and use it wisely.

3. We will invest in staff.

4. We will plan for the future.

To help us to ensure that we deliver quality services we have developed seven core standards which will measure how we are delivering services.

The Core Standards are:
Courtesy & Respect  - Staff will treat all people with courtesy & respect.
Confidentiality & Privacy  - All people should receive a confidential service and have their right to privacy respected
Information  - All people should receive full and comprehensive information appropriate to the service they are receiving.
Communication  - All people should expect full communication with Social Services staff.
Involvement & Participation  - All people receiving services, and their carers if applicable, should be fully involved in discussing planning and making decisions about the services they receive.
Staff  - All staff will be appropriately recruited, trained and supported.
Response Times  - All staff will work to the response times appropriate to their service.

The standards will be monitored in a variety of ways. These will include:

checking of files by the Quality Assurance Section and Team Managers;
interviews and surveys of people who use services and their carers;
reports from the Management Information Section;
but most importantly - staff in their day to day work.

This information explains how these core standards will be met by the Learning Disabilities Service. The standards apply to all services provided and purchased by Social Services.

Standard 1.  Courtesy & Respect.

Staff will treat all people with courtesy & respect. 

1. All staff will give their name, and the service they work for.  This will apply in any telephone conversation, written correspondence or in a meeting.

Monitoring:  A sample of people who use services will be interviewed each year. (QA).

2. All staff will address clients by their title e.g. Mr, Mrs, etc. unless the client asks them not to.
 
 Monitoring:  A sample of people who use services will be interviewed each year to see whether this is being done. (QA).

3. All staff will respect a persons religious and cultural beliefs and these will be acknowledged when services are arranged.  Additionally, staff will respect that a person may want a female or male delivering the service and will try and ensure that preferences are met.
 
 Monitoring:  A sample of people who use services will be interviewed each year to see whether this is being done. (QA).

4. Staff will make every effort to ensure they communicate directly with the person who is or will be receiving the service. In order to make decisions, this will include the appointment of an advocate where necessary.  Staff will also take into account the views of the carer and the family.

 Monitoring:  Assessment documentation should accurately reflect the views of all  people concerned.  Annual File Audit (QA).  Carer Survey (QA).  A sample of people who use services will be interviewed each year. (QA).

Standard 2.  Confidentiality.

All people should receive a confidential service and have their right to privacy respected. 

1. Personal affairs will be treated with discretion and will not be divulged unless the law requires it, or there is a need  for Social Services to take action if there is serious risk to the well being of the client or others. Information will only be shared on a ‘need to know’ basis and usually with the consent of the person receiving the services or where consent is not possible with the consent of their representative. If consent is not given then Team Managers should  be consulted and their decisions recorded on the client’s file.
 
 Monitoring:  Via Representation & Complaints procedures  (Communication/ Complaints Officer) and Supervision Checklist (TM). User Survey (QA).

2. Any person making a complaint should be confident that the details of their complaint will only be told to those who are directly involved in the complaint, or in the investigation of it.

 Monitoring:  Via complaints received and evaluation of the Representation & Complaints Procedures  (Complaints Officer)

3. A persons right to privacy will be respected. Staff will give people the opportunity to have conversations in private

 Monitoring:  A sample of people who use services will be interviewed each year (QA)

4. All information will be subject to the Data Protection Act 1998. 

 Monitoring:  Security built into Networks and Care.Comm Registration of Care.Comm (MIS).

5. Staff involved in assessing and arranging care for clients should be totally independent from providers of care.   Where there is any doubt it is the individual member of staff’s responsibility to bring it to the attention of their manager, who will consider appropriate action.

 Monitoring: Team Managers will record decisions on either the client’s file or in the staff supervision file as appropriate and inform QA so that trends can be monitored.

6. Clients will be told that their assessments will be available to the provider of the service and to fellow colleagues in the Health Authority unless a person asks for it not to be.
 
 Monitoring:  File Audit (QA) Supervision Checklist (Team Managers)

7. Clients will be told that their Care Plans will be given to the provider of the service and will be available to fellow colleagues in the Health Authority on request.
 
 Monitoring: File Audit (QA) Supervision Checklist (Team Managers)

Standard 3.  Information.

All people should receive full and comprehensive information appropriate to the service they are receiving. 

This information is also available in Braille, large print and on audio tape.

1. All persons receiving an assessment should receive a copy of the leaflet:

 “Social Services for adults in Denbighshire (who can receive services what standards to expect how to comment or  complain)” and the “Information Pack for people with learning disabilities and parents/carers”.

 Monitoring: Via file audit and asking people who use services. (QA)
 
2. Staff will offer clients basic advice and information about welfare benefits and where they can get more detailed advice (i.e. Welfare Rights Unit.)
 
 Monitoring: Via file audit (QA). Referrals to the Welfare Rights Unit will be monitored by the Welfare Rights Unit.

3. Information will be given about the likely charge for the services (if the service user receives a service for which we  charge). This will be followed by a written Financial Assessment within 10 days of receiving correct information from  the service user.

 Monitoring: Via audit of file records held by Financial Assessment Officers and asking people who use services (QA).
     
4. A copy of the assessment will be offered to the person undergoing the assessment or their representative.

 Monitoring:  File audit, and asking people who receive services (QA).

5. If a person starts receiving services they, or their representative, should expect:

•  a copy of the Care Plan, which will give a summary of their needs, how those needs are to be met, the name of the social worker and, where appropriate, service provider;
•  the date of the next Review. 
           
   Monitoring: File Audit (QA)

6. Anybody providing, or intending to provide, regular and substantial care should receive a copy of the “Carers Information Pack”.

 Monitoring:  Via file audit and asking people who use services (QA).

7. In a planned admission a person who will be moving into a Care Home should receive information on  the Home.   This information should include information on any Residents Groups or Committees and the Homes own complaints procedure. Homes will be encouraged to provide information in appropriate formats.

 Monitoring: Via file audit and asking people who use services (QA).

8. People will receive information about the service that they receive, e.g. A leaflet  about Work Opps, Community   Living, etc.

 Monitoring:  File audit (QA)

9. All people will have a right to:

•  an assessment carried out to determine their needs
•  a list of Approved Independent Providers.

  This right applies to people who decide to arrange their services privately.

 Monitoring: File audit (QA) and via complaints received (Communication/Complaints Officer)

10. If a person is receiving services from an Independent Provider they or their representative should receive a copy of  their complaints procedure, in addition to the Social Services leaflet on representation & complaints.

 Monitoring: Asking people who use services (QA)

Standard 4.  Communication.

All people should expect full communication with Social Services staff.

1. Staff will aim to ensure that people can communicate with staff in the language of their choice, as a minimum this will include Welsh, English or Sign language. Every possible effort will be made to communicate in other  languages or modes.

 Where appropriate we will endeavour to supply electronic equipment, e.g. speech boxes, to the individual receiving  the services in order to ensure successful communication.

 Monitoring:  The Social Services computerised systems will monitor which language the service is requested in (MIS).   Asking people who use services (QA).

2. Someone will usually be available from the Learning Disability Team during office hours.  If this is not possible someone will take a message or an answer phone service will be available.

 Monitoring:  Spot checks will be carried out and people who are using services will also be interviewed. (QA).

3. Outside of Office hours, and in an emergency, a social worker will be available from the Emergency Duty Team to contact.  Out of hours and emergency contact numbers will be stated clearly. 

 Monitoring:  Analysis of calls to Emergency Duty Team.

4. If the member of staff to whom the client wishes to speak (e.g. responsible for the client’s case) is not available, then they should be offered the opportunity to talk to someone else or leave a message.

 Monitoring:   Asking people who use services (QA).

5. The local offices at Henllan will be open Monday to Thursday between 9.00 am and 5.00 pm and on Friday between the hours of 9.00 am and 4.30 pm. 

 Monitoring:  Spot check will be carried out (QA).

6. Contact numbers for Independent Providers will be made available.

 Monitoring: Supervision Checklist via Diary Records (TM).

7. Where a person has poor literary skills, or visual impairment, written information will be communicated in a suitable way.

 Monitoring: File audit and client interviews (QA).

8. People will be informed of any change to their social worker.

 Monitoring: Supervision Checklist (TM) and client interviews (QA).

Standard 5.  Involvement and Participation.

All people receiving services, and their carers if applicable, should be fully involved in discussing, planning and making decisions about the services they receive.

1. The Assessment and Care Plan will be put together with the client and their carer if applicable. When the Care Plan is completed it will be fully explained.

 Monitoring: Via sampling of the Assessment Form and the Care Plan to ensure they are signed (QA).

 A sample of people who use services will also be interviewed each year (QA).

2. The number of people involved in the assessment will be restricted to relevant people only. The client may have a   friend or relative involved to support them while care needs are being assessed.

 Monitoring: Asking people who use services (QA) and complaints received (Complaints Officer).

3 The person, and their carer if applicable, will take part in choosing services to meet the assessed needs. Preferences  will be respected where possible.

 Monitoring: Appropriate Team Manager will monitor via assessment and Care Plan, will also be tested out via survey and file audit (QA).

4 The carer of the person receiving the services will be offered a separate assessment.  If the carer does not want a separate assessment then this should be recorded but the carer’s view will still be sought and recorded where   possible.

 Monitoring:  Supervision Checklist (TM), file audit (QA) and users’ & carers’ perceptions via survey (QA). 

5 The person using services and their parent or carer if applicable will jointly discuss, with the Social Worker, when the next Review should take place.

 Monitoring: Annual sampling Review forms and Care Plans to ensure they are signed. (QA). User survey (QA).

6 Every effort will be made to ensure continuity in the social worker responsible for a person’s care. 

 Monitoring:   Asking people who use services (QA)

7 Every effort will be made to ensure clients have a positive relationship with their social worker.  If, for any reason, the  client requests a change of social worker the line manager will review the situation. The client’s views will be taken  into account. If the social worker is not changed, reasons will be given as to why, and steps will be taken to try and establish a positive relationship.

 Monitoring:  Via complaints received (Complaints Officer) Supervision Checklist (TM) and asking people  who use services (QA).

8. If a person is not satisfied with their assessment they can ask for it to be reconsidered.

 Monitoring: Representation and Complaints Procedure (Communication/Complaints Officer)

9. People who use services and their carers will be actively involved in reviewing the care plan.

 Monitoring: Via file audit to check that users’ and carers’ views are noted in reviews. (QA), Supervision Checklist (TM).

Standard 6.  Staff.

All staff will be appropriately recruited, trained and supported.

1. All staff should hold, an up to date identity card, when visiting a client. This will be shown on the first visit / contact  and on request at other times.

 Monitoring:  Records will be kept to see who has been issued with an identity card (Personnel) QA will check  with Personnel  that all staff have an up to date ID card.

 A sample of people will also be interviewed each year (QA)
           
2. All staff will have a relevant qualification and/or experience.

 Monitoring:  Records will be kept and reviewed as appropriate. (Personnel & Staff Development) Personnel records audited annually (Internal Audit Service).

3. All Staff will have regular support & training. Training will be given to staff to ensure that staff are up to date in their knowledge in relation to developing practices and procedures.

 Monitoring:  Records will be kept and reviewed as appropriate. (Personnel & Staff Development).
 
4. All staff who undertake Assessments or draw up Care Plans will hold a qualification in Social Work, or will have at least 5 years relevant experience of working within a Social Services Department.

 Monitoring:  Personnel Records audited annually (Internal Audit Services).

 Registration with Care Council for Wales (Personnel).

5 All staff in the Care Management Services will have regular supervision sessions, at least every 6 weeks, and an annual staff development review with their manager.

 Monitoring:  Annual audit commissioned by Personnel carried out by Quality Assurance (QA).

6. All staff employed by Independent Providers will have regular supervision sessions with their line manager.
          
 Monitoring:  Via CSIW Reports.

7. All staff would be expected to have:  

• NVQs
•  Training in Lifting & Handling 
•  Other relevant training

 Monitoring:  Annual report by Staff Development & Review Section. (CSIW for Independent Sector)

Standard 7.  Response Times.

All staff will work to the response times shown below.

1. A telephone message will receive a response within one working day.  If the person the client wishes to talk to is not available an alternative person will be offered.

 Monitoring:  Messages placed on client file, files audited on an annual basis (QA)
 Asking people who use services (QA).

2. All correspondence will be answered within 15 working days of receipt. If a full reply is not possible staff should advise clients in writing and / or by phone.

 Monitoring:  File Audit will be undertaken on an annual basis. (QA) Asking people who use the service (QA).
                           
3. A response to a request for an assessment will be made within 5 working days. In an emergency this will be 1 working day.

 Monitoring:  File audit (QA) and sampling of computerised information (MIS).

4. On completion of the assessment the services will start within the time scale agreed with the person using the services and their carer if applicable.

 Monitoring: File audit (QA) and sampling of computerised information (MIS).

5. A written care plan will be sent to the person using the services, and their carer if applicable, within 10 working days of the services starting.

 Monitoring: File audit (QA) asking people who use the service (QA) and sampling of computerised information (MIS).

6. Financial Assessments will be sent to the client or nominated carer within 10 working days of receiving the correct  financial information.

 Monitoring: Annual sampling of file records held by Financial Assessment Officers (QA). Asking people who use the service  (QA).

7. Equipment that costs less than £1,000 should be delivered within 3 weeks of the completion of an assessment.

 Monitoring: File audit (QA).

8. Care Plans will be reviewed at least every 12 months or earlier if circumstances change or a different date is agreed.
                                        
 Monitoring:   File audit (QA)

9. Staff should ensure that they meet people at the agreed time. For office meetings, if this is not possible, or if the appointment is delayed, the person should be advised of this and asked if they wish to wait or make a further appointment. People should not be expected to wait more than 30 minutes for an appointment.
 For home visits staff should ensure they meet at the agreed time, or if this is not possible, within 30 minutes. A phone call should be made to explain the reason for the delay where possible.

 Monitoring: A sample of people who use services will be interviewed each year (QA).