Please take the time to go over some of our managerial approaches and how we provide our service to you and your loved ones
Pathways to Opportunities monitors the quality of its service by using quality questionnaires. These are given to all our customers and their families at regular interviews to monitor their satisfaction with the service we provide. Pathways to Opportunities has a ‘Gold Quality Mark’ where we had to undertake in-depth inspections, mystery shoppers, etc.
Supervisions are delivered to staff monthly, on the job observations are done daily and quarterly team meetings are in place to discuss customers needs and development etc. staff are encouraged to communicate with seniors and management daily, to update us of anything new or discuss ongoing concerns.
All our staff are given mandatory training in: Safeguarding Against Adult Abuse, Administration of Medication, Manual Handling, Infection Control, Health and Safety, Food Hygiene and First Aid. They are also required to have a recognised qualification in Health and Social care, and we work alongside Oldham College to train our staff to a Level 3 standard. Additionally, we offer training such as Consent, Deprivation of Liberty, Autism Awareness, Dysphagia, Epilepsy Awareness etc in order to further our staffs knowledge so they can support individuals to the highest of standards.
All staff are fully trained in Administration of Medication and follow Pathways medication procedure which is regularly discussed in supervisions and team meetings. Depending on customer needs, we have been specially trained to the highest standard i.e. Peg feeding, controlled medication, etc. Mars sheets and medication is monitored closely to ensure staff are complying to Pathways medication procedure. Staff are given Medication training refreshers annually.
All staff are given an induction/training on how to deal with service users finances and how to keep it safe. Pathways to Opportunities have a finance policy in place and very tight guidelines on how to keep individuals finances safe. Pathways will ask for finances to be kept locked away in a money tin that is then locked in a cabinet. When staff arrive on duty they will undertake a finance check to make sure the money is correct.
Pathways to Opportunities management will meet with the customer and their family to gather lots of information about the individual which will include: Health, welfare, communication, home environment, medication, manual handling, feeding, finance and any other needs or wishes. We are very respectful of cultural needs and wishes when putting care plans together. Pathways to Opportunities will then ensure a detailed care plan is put into place so that the support staff team are clear about their roles and responsibilities, and the customer and family can clearly see what is being delivered from us.
All of our service users are provided with a communication book. This is provided so that families and carers are aware of what has gone on during the day and whether there has been any issues or incidents. This is a good form of communication as families/carers can also write information in the book that they wish to share with staff/management. This enables staff to communicate well with others, informing colleagues of what has been done, what needs to be done, any problems etc.
All our staff are made aware of professional boundaries during supervisions and team meetings. We are aware of the importance of building a positive rapport with all our customers. However we are aware of maintaining professional boundaries.
Contact with families
We have regular contact with families and/or carers. Pathways staff ensures that they are professional at all times. It is important for us to have regular contact with families and/or carers to keep them informed and to also build a good relationship with them where we can all work together effectively.
Managers and Senior support workers carry out regular spot-checks on outreach and domiciliary care customers to ensure work is being carried out to a professional standard, and that staff are where they are down on the rota to be. During a spot-check we monitor communication books to ensure staff are documenting things appropriately, check medication is correct and being recorded appropriately, staff are presentable and wearing their ID badge, and most importantly that our service users are happy with the support they are receiving. We also monitor that the financial procedure is being met and checks are carried out accordingly.
We complete reviews with our customers to gather their views and opinions on the service they receive. We feel it is important to make these forms accessible so our customers can understand them – reviews can be found in service users files.
Working with professionals
Pathways to opportunities regularly liaises with relevant professionals to ensure multi-agency working. We work daily with social workers, the communication team, Learning disability nurses, physiotherapists, to ensure our customers are safe and are receiving the best possible care and we are following any exercise or health programmes that are put in place.