Our Care Pathway

We take steps to contribute towards reducing people’s wellbeing inequalities and promoting sustainable care pathways by:

The first step is to get a needs assessment from the local council. Click here

It is essential that before a person begins to receive a care service or moves into a residential setting their care needs are fully assessed and that the service is confident that it can meet those needs.

Since April 2015, a person’s needs for care and support have been assessed under the Care Act 2014. (There is similar legislation for Wales under the Social Services and Well-being (Wales) Act 2014).

We meet people’s needs by achieving our targeted outcomes reflecting the care and support a person needs to improve their wellbeing.

‘Putting People First’ is now recognized as an important element in delivering care and support. In fact, it’s a legal requirement laid down by the regulatory authorities such as The Care Quality Commission.

This can be clarified as — ‘Placing the individual and their family at the centre of all decisions relating to their health and wellbeing and focusing on meeting needs and their reasonable wishes rather than getting them to fit with pre-designed care or support plan.’

Real Mission Care puts people first by focusing on their underlying functional activities, and taking socio-economic and ecological factors into account. If, for reasons of mental frailty, the service users are not able to participate in service planning, consideration will be given to their wishes, as long as these are expressed and are practical. We also welcome input from designated advocates.

We use a variety of tools and approaches, working first to find out a person’s preferences, needs, aims and goals – basically, to get to know them – and then build a support plan around this.

But, of course, it doesn’t end there – it’s an ongoing process. We use continual monitoring, analysis and feedback to ensure we adapt to the individual’s changing needs and preferences and to keep things on track.

People can get more information and ideas about person-centred care from here

Getting consent is a legal requirement in the provision of care services and we ensure the service users and/or their families are fully informed about our professional boundaries and our relationship with them. We obtain Individuals’ consent through a process carried out by our trained staff.

For consent to be informed, we must ensure the users/main carer/advocates are clear about —- ‘who is providing care and support (the provider), the purpose of the service, what data we are  collecting, what will happen during the care and support, how the information will be used and who you’ll share them with, how long their data will be kept, what their rights are and how they can complain, who to contact if they want to stop the service or make a complaint, whether the service will be observed (and who is watching), whether and how the service will be recorded, which organization/ individual is responsible for their data (known as the ‘data controller’) and any other organizations that will be processing the data.’

More information of our regulatory requirements in respect of consent can be found from the CQC guideline.

Supporting an individual to make their own informed choices about their lives is part of a person-centred approach that promotes dignity.

We involve our service users/ family members in their day-to-day care and support. Some individuals may not be able to understand or retain the information for long enough to make an informed decision, so a mental capacity assessment may be required from a qualified professional. We consider that our users may need further support to make a decision, perhaps from an independent advocate or family member.

We offer choice and flexibility in service delivery by providing accessible information about the service to enable individuals to make important choices and decisions. On a basic level, this includes asking service users if they require assistance with a task, rather than simply providing it. On a higher level, this can include assisted journeys to areas of interest.

The information we deliver will help our service users understand the risks and possible implications of their choices.

Real Mission Care also arranges for the service users and their families to access accurate and up-to-date information and/or talk with more experienced or specialized professionals or others.

Care consultation entails in-depth personalised engagement with our service users and their families facing decisions and challenges associated with their care. This is not just arranging a meeting but help to develop a road map to navigate through the thoughts, emotions and questions of service users and their family members, as well as other care partners and relevant professionals.

The service users and relevant family members will be fully consulted in the assessment of their support needs and also have a right to be informed of the outcomes. This includes assessment of the service users’ functional abilities, navigating difficult caregiving decisions and role changes in the family, information and resources to assist with legal and financial matters, available community resources, partnership working with GPs and/or other health care providers and any safety concerns etc. Our commitment is to find the best and most cost-effective and sustainable way of meeting their needs and aspirations.

We also help our people to find free services that offer in-depth consultation and advocacy.

We can see evidence-based care as a particular, detailed, sensible use of theory-derived and research-based information to make decisions about care delivery to our service users by taking individual needs and preferences into consideration.

Evidence-based practice (EBP) in Health and Social Care are empirically shown to lead to improvements in desired outcomes through evidence-based interventions, strategies, day-to-day practice, evaluative studies, patient concerns, clinical experience, best practice, clinical data and research.

Our care plan for each service user is evidence based, individualized, and written in their records. The care and support package that the users/family members and their social care professionals agree, will make a difference to their health and wellbeing. We fully share the six elements of evidence based care practice: The Care Context, Any Collaboration, Our Leadership, Staff Skills, Our Capacity and Funding including fees for the service.

It is imperative to use appropriate evidence in our organisational policy and practice in care delivery. Real Mission Care follow National Institute for health and Care Excellence (NICE)

Family, consisting of blood relatives or including close friends, is the unit for meeting the basic needs of human beings. It provides a sense of boundaries for performing tasks in a safe environment, helps shape a person into a functional adult, transmits culture and knowledge and ensures continuity.

When a person has a family by their side, they never need feel they are alone as they step out into the world. We can see family as a team of people behind us who want the best for us and who will always be there to call upon when we need someone to talk to or when we need a helping hand.

Families, friends and carers are often a vital part of the life of someone who needs care and support. When services know how to work well with families, the outcomes for individuals can be improved.

This is an element of person-centred care which requires us to support family and friends and there are guidelines about how that support needs to be provided. This often simply requires a common-sense approach and we always aim to work effectively with people’s families, friends and carers.

We help families and carers in taking care of themselves as well, including how to reduce any adverse effect their caring responsibilities may have on their jobs or on their own wellbeing and financial stability. The service users will be supported in maintaining access to family, friends, leisure and support facilities and the community at large.

More information and ideas for carers can be obtained from click here

Our approach is to provide not just basic support but to work within a framework that develops people’s skills and knowledge and enables them to actively participate in the life of the community. This is a participatory process whereby service quality, choice, equality and diversity are defined in the service users’ own terms.

Real Mission Care assesses the ability and willingness of service users and their families to gain education and training to help meet their ongoing health and wellbeing needs as well as supporting users and their families to fully participate in decisions about their care and  about the processes involved in providing that care. Where appropriate service users’ educational needs (especially for children and young adults) are assessed and incorporated into their care plan.

Real Mission Care ensures staff are equipped with the education, knowledge, skills and experience suitable to their role and which enables them to identify and meet our service users’ health and wellbeing needs in a professional manner.

We initiate a matching procedure by which service users are offered an opportunity to select a care worker of their choice from amongst those who are suitable and qualified to meet their needs.

• Staff recruitment:

Real Mission Care recruits, evaluates, and appoints staff through first shortlisting followed by an interview, checking employer and personal references and DBS check.  Each staff member’s responsibilities are defined in their job description.

The job offer is always tagged with the condition of satisfactory performance in the probationary period.

• Quality of staffing:

Upon appointment to the staff, we follow a self-assessment protocol and give an induction in line with Skills for Care ‘Care Certificate’ standard in the UK Click here.

We manage and train our employees to ensure they work according to the highest professional standards. Training and vocational/ work-based education includes the following essential skills:

Assisting and moving people; Basic life support and first aid; Communication; Dignity; Equality and diversity; Fire safety; Food hygiene; Health and Safety Awareness; Infection prevention and control; Medication management; Mental capacity and liberty safeguards; Moving and handling objects; Nutrition and hydration; Oral health; Person-centred care; Positive behaviour support and non-restrictive practice; Recording and reporting; Safeguarding adults; Safeguarding children; Specific conditions; Improving IT skills etc.

We also ensure staff members gain relevant training from GPs, OTs, District Nurses and other healthcare professionals so they have the specialist skills to meet the clinical needs of their clients. This may for example include training in catheter care, stoma care, suctioning, surgical socks etc.

A detailed description of the training manual, management, sources of training and the methods used for individual care workers is provided in the individual service user account which is password protected.

• Key Workers:

Real Mission Care appoints a main Key Worker for each service user to maintain service continuity. The Key Worker is the main point of contact for the service user and their principal carers/relatives and will be available to answer any questions, to support their daily care routine or to simply have a chat with the service user whenever they so wish. They will also arrange meetings to periodically review the Service User Care Plan together with the service users and their family or friends and to measure the progress of individuals’ care program.

Job roles in social care

We monitor service delivery by ensuring timeliness with calls at the start and end of each session, producing a timesheet for each visit. We collect up-to-the-minute real-time data as to when services have been delivered, tasks are given, and the amount of time spent with each service user.

Monitoring methods also include random spot checks, monthly supervisory sessions, users’ feedback survey, and phone calls to the service user/their advocates/their family members as appropriate. A full online system of service monitoring is in the process of being implemented in line with our sustainable care pathway.

We hold weekly, monthly, and quarterly (whenever necessary) reviews in full consultation with the service users, their external healthcare team and any invited advocates or friends. We cultivate good communication and widely consult on clinical matters with people working at all levels within our organization. Our employee review meetings allow us to discuss with the employee any areas for improvement and to choose appropriate refresher training to address any shortcomings.

Communication is vital to any type of business. Real Mission has started its own IT Setup in line with NHS Security Toolkits for data protection. We will be gradually improving the system. Establishing a sustainable method of communication is one of our top priorities.

• Communication with service users and their families:

We inform service users and their families about our care and support and how to obtain those services. When we accept an individual for care, we provide full information to the individual and/or family members about our mission, resources, scope, the expected results, cost and the proposed care and services. We seek to reduce physical, linguistic, cultural, and other barriers to communication by communicating in a way that is accessible and easy to understand both in terms of format and use of language.

Enlisting service users’ families and friends, we will build a ‘Communication Network ‘ that will facilitate efforts to connect with each one of them; the network will help them tackle issues of their wellbeing.

• Communication within the local community:

Real Mission Care communicates with the local community to create awareness of the care service in general and inform them about our services inviting them to access them.

• Communication with professionals within and outside the organization

We maintain effective communication and coordination among those involved/responsible for providing services. Smooth and secure methods of communication about service users’ care and services will be maintained among all relevant health and social care practitioners within our professional jurisdiction.

We collaborate with external health and social care agencies and other involved professionals to focus on achieving positive outcomes for the users of our services.  We consult with relevant members of the external healthcare team updating them on the service user’s situation and invite them to person-centred care plan review meetings, to ensure the holistic wellbeing of the service user.

We take the initiative to develop a rolling program of training sessions in partnership with and delivered by local NHS professionals, voluntary sector providers, social work teams, family support groups and service users. This will ensure that the staff team are kept updated about local systems and working practices.

• Transferring of clients

There is a system in place to transfer clients to other health care organisations or health professionals to meet their continuing care and service needs. The receiving organisation is given a written summary of the service user’s clinical (as much as possible) and nonclinical condition and the care being provided. The process for referring, transferring, or arranging needed services outside their home takes into account any necessary transportation needs. The individuals’ care needs are coordinated through a handover process if they move from one care provider to another.

• Eliminating risks

Real Mission Care complies with relevant laws, regulations and requirements in planning for a program to ensure safety in the home care environment. We identify risks and implement recommended steps to manage or remove those risks in order to ensure the service user and also the service delivery is safe and secure.

• Risk assessment

Our risk assessment is personalized reflecting any current and possible hazard which will be collaboratively dealt with in an open, democratic, and transparent manner.

We take a holistic approach in identifying hazards, harms, possible incidents/accidents and  ensuring that any necessary remedial measures are taken through a multidisciplinary approach.

Risk assessment is mainly based on a number of factors relevant to the health and wellbeing of everyone including service users, family members and our staff. We consider the home environment (i.e. handling, storing, and the use, control and disposal of hazardous materials and waste, fire plan, any major natural events such as weather conditions, extensive cold periods etc.), service users’ functional needs (manual handling, using service-related equipment, infections, nutritional equipment etc.), medical condition (skin vulnerability, pressure sores, medication, mental health) etc. We score the likelihood and potential consequences of identified risks and we work to create a risk-free environment by taking actions to lower any potential risk to a minimum level in relation to the care and services provided.

Service users are permitted to take risks based on their own informed opinion.  They will have the opportunity to think, act and take decisions. This will include the ability to take a degree of calculated risk guided by commitments imposed by health and safety or statutory requirements.

• Managing medication:

Our medication policies and procedures are efficiently organized in accordance with the applicable laws and regulations.

Our Medication Risk Assessment ensures medications are safely and accurately administered by patients, families, and/or our qualified individuals in the home.

Medications support by our care staff are documented in our Medication Administration Record (MRA Chart) including adverse effects that are regularly monitored. We verify that our staff’s performance of medication support is correct based on the medication order. Medication errors, including near misses, are reported through in accordance with procedures and time frames as specified in the relevant regulations.

The service users and/or family members responsible for medication administration will be fully informed about their medication needs and supported whenever possible in making decisions about medical treatment. When medications and /or nutrition therapy solutions are delivered to our service users’ home, we check product stability and potency.

Real Mission Care designs and implements a comprehensive assessment to reduce the risks of organisation-acquired infections of staff and service users. This is based on current scientific knowledge, accepted practice guidelines, and applicable laws and regulations. We follow an approach that includes implementing an evidence-based immunization program.

We ensure the use of barrier techniques and hand hygiene by ensuring disposable gloves, masks, eye protection, other protective equipment, soap, and disinfectants are available and used correctly.

In the face of the present COVID 19 pandemic, Real Mission Care has taken robust  measures, in line with the guidelines set by the Government, other bodies and international organizations, to reduce the spread of the virus and ultimately save people’s lives.

To oversee all infection control and prevention activities, Real Mission Care assigns individuals qualified – through education, training, experience or certification – in infection control. Education around infection control is offered to family members, service users and all care staff.

We have revised procedures in place for working in the new conditions created by the COVID19 pandemic (Please see additional page for COVID 19)

Nutritional care and support includes many components, such as nutrition education and counselling in health facilities, water, and hygiene and food safety interventions to prevent diarrhoea, adequate quality/quantity of food and food aid.

Real Mission Care screens service users for nutritional status (where necessary) and an in-depth assessment of functional needs is carried out identifying such risks. Based on the risks identified, users and their families are signposted and referred for nutritional education and /or support. Our users are hydrated according to their fluid tolerance.

Real Mission Care ensures staff are trained in nutritional care in order to tackle malnutrition in our service users and most importantly that older people are routinely screened and have access to a choice of food that:

• is adequate in amount and of good quality
• is well prepared in a safe environment
• meets any specific dietary, cultural and religious requirements
• is provided in an environment conducive to eating.

A nutritional pathway developed by a qualified health professional will be followed in implementing our plan and the outcome of the implementation monitored and recorded.

A self-screening website created by BAPEN malnutritionselfscreening is available for patients and carers to find out more about how they can identify malnutrition themselves and how to get help.

We also recommend that our service users, carers, and family members go through the following links for more information about malnutrition:

Link-1: BAPEN

Link-2: MUST Calculator

Link-3: Education and guidance

Link-4: Coronavirus clinical guidance 

Link-5: Malnutrition pathway

Link-6: Malnutrition self-screening

Link-7: Malnutrition task force

Link-8: Covid19 resource tool

Link-9: Patients association nutrition checklist toolkit

Link-10: Nutritional Care

‘Pain is an unpleasant feeling that is conveyed to the brain by sensory neurons. The discomfort signals actual or potential injury to the body. However, pain is more than a sensation, or the physical awareness of pain; it also includes perception, the subjective interpretation of the discomfort. Perception gives information on the pain’s location, intensity, and something about its nature. Various conscious and unconscious responses to both sensation and perception, including the emotional response are included in the overall concept of pain.’

Pain arises from any number of situations such as injury, illness, psychological condition and sometimes occurs in the absence of a recognisable trigger.

We screen our users for pain and assess when pain is present, following which a referral will be made to a health professional. Pain assessment and management are designed to meet the service user’s needs and support. This service is provided only in line with the guidance of a health care professional and after completion of appropriate training provided by qualified health care team.

People can often do things to ease pain themselves; for more information please see the following links:

How to get NHS help for your pain: Click here

10 ways to reduce pain: Click here

The Pain Toolkit: Click here

The British Pain Society: Click here

Chest pain: Click here

Shoulder pain: Click here

Back pain: Click here

Back pain Pilates video workout: Click here

Joint pain: Click here

Arthritis: Click here

Gout: Click here

Prostatitis: Click here

Pelvic pain: Click here

Stomach ache:  Click here

Heel pain: Click here

Foot pain: Click here

Knee pain and other running injuries such as Achilles tendon pain, shin pain, muscle strains and tips for preventing injury: Click here

Wise desk app: Click here

Sleep and tiredness: Click here

Ways to manage chronic pain: Click here

A person with a terminal condition becoming advanced, progressive, and/or incurable health conditions may need end of life care support. The person has the right to express her/his wishes about where she/he would like to receive care and where to die. They can receive end of life care at home, or in care homes, hospices or hospitals, depending on her/his needs and preference.

Real Mission Care coordinates with other health and social care practitioners caring for people approaching the end of their life in carrying out holistic needs assessments in line with the Care Act 2014 and /or the Children and Families Act 2014.

In the assessment for end of life care, we develop an action plan for the individual that identifies personalised outcomes for end-of-life, including meeting the requirements of the physical, psychological, cultural and spiritual needs of the individual and their family.  This includes questions around the service user’s right to self-determination (of treatment, life), medical experimentation, the ethics and efficacy of extraordinary or hazardous medical interventions, and the ethics and efficacy even of continued routine medical interventions. Our advanced care plan includes a palliative care package, relevant information, fast emergency support, people’s decision making/choices, pain management, and any other relevant requests.

Real Mission Care provides social care, including personal care tasks, for end-of-life care at home. We ensure our service for the dying patient optimizes his or her comfort and dignity.

What end of life care involves: Click here

End of life care for adults: service delivery: Click here

People can get information on how every moment counts from: Click here

Care and support through terminal illness: Click here

‘Safety culture is the collection and sharing of the beliefs, perceptions and values in relation to risks within an organization.’ A sociotechnical improvement framework that addresses culture, process, and technology can reduce harm across entire service systems.

As part of our culture of safety throughout the organization, Real Mission Care implements, monitors, and takes action to improve the framework which includes the following:

• Emergency Protocols

Our 24-hours emergency response unit receives calls, answers immediately and takes prompt action.

• Reporting

Real Mission Care encourages professionals, patients and family members/carers to report any incident to our safety and risk management department 24/7. Reports can be made by telephone, hand-written, online (all can be anonymous), and in-person. We inform the Local Authority and Care Quality Commission immediately if there are any incidents that require the involvement of the HSE under RIDDOR.

Our online reporting is available soon.

• Investigation

We conduct a preliminary review of the patient safety incident (PSI) to ascertain if patient harm has occurred. If “not”, the incident narration is entered into the database for future determination if it was a “near miss” and worthy of further analysis.

• Staff Support Following a PSI

Following a PSI, all staff involved have a debrief with management or their supervisor. We encourage them to talk about the impact the incident had on them. We ask them how they want to be supported, signposting them to counselling and/or therapy where desired. We ensure they are confident to carry out their duties; together with them we review afresh their training needs assessment, identifying any further training required connected to the incident or even unrelated. We ensure the staff member gets enhanced supportive supervisions for 2 months following the incident to ensure compliance and provide reassurance.

• System Improvement

Following any incident, we conduct a root cause analysis to determine causative factors. We monitor all relevant responses against internal performance indicators, including speed of response as well as less quantifiable aspects. From here, we review our procedures’ functionality, adapting them accordingly. Amended policies and procedures are then communicated to all staff and are discussed in full during the next team briefing session. More comprehensive amendments are discussed during monthly staff meetings.

• Generating Safeguarding Procedures

If harm has occurred, the Safeguarding-Enquiry will be triggered: the Social Worker, the Local Authority Safeguarding team and the regulatory body (such as CQC in England) are all alerted immediately. The responsible manager and the safeguarding team undertake a thorough multidisciplinary investigation within 72 hours of the safety incident occurring to determine, inter alia, whether care was reasonable or not. The results of the investigation are presented to the Senior Management Team for deliberation to determine the underlying cause and accountability, with recommendations for improving the process and quality.

We maintain on-going communication with the patient/family through reports, meetings, investigation and resolution. Accessible information is made available with full transparency about the investigation’s findings. Following the investigation, we update the service user’s Care Plan/Risk Assessment, incorporate the recommendations of the investigation into the service user’s care plan and undertake more ongoing enhanced monitoring procedures e.g. spot-checks, random telephones calls to service users, and monitoring system oversight.

Real Mission Care upholds people’s legal rights and inform everyone about how to access information related to their care and the cost of care as directed by laws and regulations.

• To be safe when using a service:

We are committed to protecting our service users from abuse or the risk of abuse and from neglect and exploitation. We ensure that our staff always respect people’s human rights. We ensure protection from loss or misuse and confidentiality of information.

• Protecting people from abuse:

We act on preventing any situation such as inappropriate behaviour or systematic maltreatment or abuse including physical, sexual, emotional or financial abuse of one person by another. If the service user, a carer, or their friends or relatives have any concerns in this area, they should discuss this immediately with a senior staff member or raise the matter with management through the formal complaints procedure.

• Respecting privacy.

We inform our service users at the first contact, as well as in our service users handbook, that they have the right to be alone or undisturbed, and to be free from public attention or intrusion into their private affairs. They can speak out or speak to us if their privacy is not being respected. Staff will respect the rights of our service users and we will never enter a service user’s property without their express consent.

• Showing dignity:

People’s dignity is a matter of prime importance to us and we try to reduce any feelings of vulnerability service users may have because of disability or illness. The service user is asked for the name by which he/she wishes to be addressed and this name is recorded on his/her Service User Plan and used by all staff.

• Maintaining confidentiality

Safeguarding people’s confidentiality is of prime importance.  No one can disclose any personal information about our service users to a third party unless this has first been agreed with the individual. Agreement to disclose information should only be sought if it is for his/her benefit, e.g. for the purpose of assisting in their care.

• Protecting personal data.

Real Mission is registered with Information Commissioner Office (ICO) in the UK and we ensure all information and data are processed and protected in line with regulatory and legislative guidelines.

All data will be designed, used and stored so as to ensure privacy. Legislative controls such as relevant Data Protection Act are adhered to and individuals’ explicit written permission will be sought before information is passed to any person other than those directly concerned with the care of the individual.

As part of our sustainable health and social care provision we are in the process of establishing paper free data storage and a system for handling data online.  We are working on establishing a secure IT setup as part of our sustainable care provision in line with NHS Security Toolkit and GDPR rules in the UK.

When collating outcomes information for evidence-based care our secure data processing methods ensure no one can be personally identified.

• Recording information.

Our records contain sufficient information to identify the service user, to support any new diagnoses made while receiving our care services, to document the progress of treatment, and to promote among care professionals the continuity of care.

This is a very meticulous method and every record entry identifies its author and when the entry was made. As part of our performance improvement activities, we regularly check the contents and completeness of service users’ records. Records and information are protected from loss, destruction, tampering, and unauthorized access or use.

Records will be made available to the service user’s principal carer and his/her family according to the wishes of the service user.

• Aggregating data and information.

We use standardized codes, symbols, abbreviations, and definitions to aggregate data, and determine which data and information should be regularly aggregated and passed to front line and managerial staff in the organization as well as relevant outside agencies.

• Validating and analysing data measurement.

We use an internal process to validate data including internal comparisons by scientific standards and desirable practices. The leaders of the organization ensure the reliability of the data through a defined process for identifying and managing all requirements including near-miss events.

• Ensuring Equal Opportunities.

Service users have the right to be treated equally irrespective of belief, religion, culture, gender, age, sexual orientation, and disability. Complaints of discriminatory practice will be thoroughly investigated, and the results of the investigation will be made known to the complainant. All complaints will be recorded in such a way as to bring to light any recurring problems.

• Non-discrimination

In compliance with the Equality Act 2010, Real Mission Care is committed to the prevention of discrimination on the basis of the protected characteristics of age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex and sexual orientation.

• Challenging extremism

Real Mission has zero tolerance policy towards any form of extremism. We encourage everyone to think critically and to consider the accuracy, partiality and/or sustainability of interpretation of any evidence with any possible alternative interpretations and views.

We challenge extremist narratives through discussion with anyone involved with us. If we do not feel confident in tackling extremist ideas with the individual, we will ask for support from relevant local team to take further action.

• Liberty Protection Safeguards

Real Mission ensures the protection of liberty of people who do not have the mental capacity to make decisions about their care. The Mental Capacity (Amendment) Act became law replacing the Deprivation of Liberty Safeguards (DoLS) in May 2019, with a new scheme known as the Liberty Protection Safeguards (LPS).

We develop our plan in line with the Skills for Care program of support for the implementation of the Liberty Protection Safeguards.

Real Mission Care takes complaints and compliments as a valuable indicator of the quality of service, and opportunity to improve that quality. We assure that no-one will be victimized for making a complaint. The principle of CQC Key Line of Inquiry will be applied to our processes, along with mechanisms for handling and addressing incidents and complaints.

We wish to confine complaints not only to major issues but to also encourage service users to comment about even relatively minor matters. It is our policy that all matters which disturb or upset a service user should be reported, recorded, and corrective action taken.

The service user, the principal carers and the service user’s relatives (where appropriate) will be kept informed of the progress of the investigation into any complaint.

Our commitments include the following:

• All complaints will be taken seriously.
• All complaints will be acted upon with fairness and impartiality.
• A response will be sent within 24 hours of the complaint being received, and a final reply given within 28 days.
• If the complaint is upheld, the complainant will receive a written apology and appropriate action will be taken to rectify the complaint, and he/she will be informed of what that action is.
• If they so wish, service users are entitled to involve an impartial third party in the complaint procedure

Service users and their representatives may take their complaints to an authority outside the agency. Complaints may in the first instance be lodged with the social services or primary care team. A range of advocacy services are available locally and they will be happy to represent the service user to pursue the complaint.

Submit your complaints :

People can find details of their local social services for complaints  from here

They can also contact CQC with any concerns, complaints or complements about their service in England. The Local Government Ombudsman can be contacted

People should call 999 if someone is in immediate danger or the local police on 101 if someone is found or suspected to have committed a criminal offence. The national website for policing in England, Wales and Northern Ireland can be found here.

If you witness or suspect child abuse and neglect, or are worried about a child and not sure what to, you should not wait until you are certain: if you have any concerns or suspicions, you should contact NSPCC  as soon as possible.

We provide more update and accurate links and contact details in our Service Users Handbook.

As an employer, we have a statutory duty to report any work-related deaths, injuries, cases of disease, or near misses involving our employees wherever they are working by phoning the Incident Contact Centre or using the HSE’s out of hours service. All other accidents are reported via the Health and Safety Executive website , Telephone: 0845 300 9923 / 0300 003 1647.

For health and safety advice our Local Authority Contact Link

The advocate in health and social care is the person who supports vulnerable or disadvantaged persons and ensures that their rights are being upheld in a health and social care context.

The Care Act 2014 in the UK has made it an obligation for the Local Authority to involve an advocate in helping those people who need it to express their wishes and feelings, support them in weighing up their options, and assist them in making their own decisions for care and support.

Details can be found here

Local Authority contact details can be found here

People can find out advocacy support from here

• Signposting

Real Mission Care ensures that proper advocacy support is available for its users.  We signpost organisations and links helping our service users identify the services and support they need and what they can do when things go wrong:

• Social care and support guide

If someone needs help with day-to-day living because of illness or disability, this website is recommended for detailed information: Click here

In line with the guidelines of NHS Digital, Real Mission is developing its own IT System to collect, communicate, manage and keep all records online in keeping with the goal of sustainability in health and social care.

A link will be available soon.

• Community planning.

In this modern world, public sector bodies and other partners work with local communities to design and deliver services that suitably reflect the needs and priorities of a local area. This incorporates partnership working and creates economic, social and environmental objectives to fit a set of local circumstances.

The purpose of our planning is to meet the needs of the present without compromising the ability of future generations to meet their own needs.

We adopt the methodology of Community Planning and will focus on ‘What communities know best; they know what they need, they know how it can be delivered and how they will use services in the most effective way to get the most value from them.’ We also work on creating joint working arrangements with partners from health services, third sector services, the voluntary sector and financial advice services, community groups and local social/leisure organizations e.g. the Alzheimer Society, diverse local religious communities, universal services, clubs/local entertainment, volunteer organizations and befriending networks as well as friends and families of service users.

• Creating a local directory

The health and care system needs to fully engage with people and communities to build sustainable relationships where service users, partners and communities can play an active role in their local service provision. In order for this to work more effectively service users and communities need a directory of support facilities which includes essential and specific guidance to help with arranging care, since it is sometimes difficult for people to find all information and links they need in one place.

As part of our community planning, we build a local directory of community organizations that enable service users to maximize their quality of life by utilizing local resources and assets.

A link will be available soon.