Terms of Business

 

Sonia Heway Care Agency has developed Policies and Procedures in order to comply with all relevant statutory guidelines and protect service users, our clients.
Copies all documentations, including our Statement of Purpose are available upon request.

 

OUR RATE

With a fee structure that is transparent and easy to understand. Our rates are competitive and cannot easily be matched by other suppliers.

 

Our Objectives______________________________________[ + ] [ - ]

Our objective is providing you with the highest standard of service on either a long-term basis or on a last minute basis.
We believe that:
• Organisations should be able to request services or cover ad-hoc requirements on a last minute basis.
• Organisations should be able to expect a fast response to requests in order to cover any emergencies.
• Organisations should be able to expect cost effectiveness and value for money.
• Organisations should expect highly vetted and highly experienced staff at all times.
• Organisations should be confident that the company they are dealing with provides training and support to its entire staff.
• Organisations should be confident that they would not be penalised unfairly for staff cancellations.
• Organisations and the staff employed by us should be confident that we would act upon complaints promptly and notify both parties and facilitate an outcome.

Policy documentation that we are obliged to maintain includes a “Statement of Purpose”. This is a summary of our organisation, the services that we offer, fees charged and the staff. Should you wish to consult this document, please ask a member of staff.

 


How to Book Staff___________________________________ [ + ] [ - ]

Simply call our telephone number 02083014565 during office hours or call our 24hr support line 07960708948 or
Simply fax the shifts you require assistance with to fax number 02083016714 and we shall endeavour to respond within the hour, of course keeping you informed every step of the way.

Cancellation
The service can be cancelled at any time by giving at least 24 hours notice by telephone on 02083014565, our cancellation policy will apply in accordance with our client

 

Time Sheets________________________________________[ + ] [ - ]

We would request that at the end of each duty a timesheet is completed with the number of hours worked, less any breaks taken, the total amount should be written in full as shown on our timesheets. We would suggest that only senior members of staff are allowed to authorise timesheets. The bottom copy of the timesheet should be retained for your own records the rest should be returned to the worker.

 

Your Carer/ Support Worker___________________________[ + ] [ - ]

We would request that at the end of each duty a timesheet is completed with the number of hours worked, less any breaks taken, the total amount should be written in full as shown on our timesheets. We would suggest that only senior members of staff are allowed to authorise timesheets. The bottom copy of the timesheet should be retained for your own records the rest should be returned to the worker.

 

Sickness Cover_____________________________________ [ + ] [ - ]

In the event of us needing to replace a carer for whatever reason, the agency is fully operational 24 hours a day and we will endeavour to replace the person as quickly as possible and clients will be well informed of this change and a Supervisor familiar with the clients and their needs will usually attend with the new carer.

 

Training____________________________________________[ + ] [ - ]

We never stop training our staff. Each person undergoes continuous professional development and training to ensure that we deliver the highest quality of services to you. This training includes Health & Safety training, Manual handling, CPR, Child & adult protection and policy validation including areas such as medication, complaints etc.

 

Complaints & Compliments___________________________[ + ] [ - ]
Unfortunately with the best will in the world we don’t get things right all the time and we need you to tell us when we fall short of expected standards.
We have a robust Compliments and Complaints procedure in place. This gives you fuller details on how you can complain or compliments our service. You can request this at anytime.
If you have a complaint please inform the Manager in writing or by telephone. We will endeavour to investigate all complaints promptly and reply with an outcome. If the problem cannot be resolved to your satisfaction, we would further advice you on other options available to you.

Thank you for choosing Sonia Heway Care Agency.