Reablement Service Customer Guide – North
Welcome to Warwickshire County Council Reablement Service.
This guide has been produced to tell you about the Service and answers the most commonly
asked questions.
If you need more information please contact a member of the Management Team on the number
below.
Which Reablement Team are providing my service?
The Reablement Team North is responsible for your service and is based at:
Kings House
King Street
Bedworth
CV12 8LL
Telephone No: 02476 754020 or 0845 1551799
What times can I contact the service?
A Reablement Supervisor is on duty and can be contacted between the hours of 7am and 10pm 7
days per week, 365 days per year.
Who do I contact outside these hours in an emergency?
Warwickshire County Council has an out of hours Emergency Duty Team. They can be contacted
during the hours of 10pm and 7am on 01926 886922.
What are the names of the people in the Reablement Team in my area?
Reablement Team Manager: Lucille Chester
Occupational Therapist Team Leader: Sarah Faulks
Occupational Therapists: Chris Maud, Sheryl Marley, Lesley Fenemore, Emma Shepherd
Occupational Therapy Assistant: Pippa Healy, Lyn Sadler, Corrie Firch
Reablement Assessment Officer Team Leader: Sally Hall
Reablement Assessment Officers: Kate Farndon, Jane Milner, Gay Grant, Sam Fallowes,
Annette Smythe, Sandra Page, Sara Scaplehorn
Reablement Supervisors : Debbie Parker, Tina Kipping, Jane Loseby, Margaret Jackson,
Tracey Fulleylove, Susan Gill, Eileen Smith, Janice Haggan, Christine Griffiths, Lucy Hill, Marion
Faulkner
Clerical Team: Marie Handley, Diane Clarke, Rachel Jackson, Samantha Morrissey, Gillian
Wilkes
Reablement Assistants: Please see attached Appendix 2 for names.
What is the Reablement Service?
We provide the reablement service to customers who we assess will be able to regain the skills
and confidence to live more independently at home following our support.
We provide the service free of charge for up to 6 weeks to adults (people over the age of 18) in
their own homes. The service is normally available to customers:
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Following an illness
On leaving hospital
At the stage of an initial assessment for adult social care services or
When your social care service has been operating for some time, usually one
year, and we review your care.
The Reablement Service consists of Occupational Therapists (OT), Occupational Therapy
Assistants (OTA), Reablement Assessment Officers (RAO), Reablement Supervisors and
Reablement Assistants who work as a team.
A member of the Reablement Service (OT/RAO/) will work with you to develop a plan which will
then be used by the Reablement Assistants to work with you to achieve your goals. The
Supervisors work with the Reablement Assistants to co-ordinate your visits.
How Does the Service Operate?
Before your service starts:
When you are referred to the reablement service you will be informed within 48 hours when a
member of the assessment team will come and visit you to complete your initial assessment. We
will confirm this visit with you by telephone where possible.
During the visit a member of the Reablement team will complete a manual handling assessment.
If the manual handling assessment identifies the need for mechanical aids, or other equipment, we
can arrange for this equipment to be supplied. Small pieces of equipment will be provided by the
reablement service free of charge, such as a kettle tipper, a long-handled sponge to assist with
washing, or other items to help you to be more independent.
The Reablement Assistants must use the equipment provided at all times.
To enable customers to return home quickly and to support the transfer between health and social
care services there will be occasions when a member of the reablement team will not carry out an
assessment with you before a Reablement Assistant visits. In this instance the Reablement
service will accept a trusted assessment from the referring team; the referring team will highlight
any issues that need to be taken into consideration by the Reablement Assistants.
A member of the Reablement team will work with you to complete your Individual Reablement
Support Plan (IRSP). This will detail what your goals are and in which areas you require support.
The plan will detail how the Reablement Assistants will work with you to achieve the goals you
have set.
An IRSP will be left with you and you will be asked to sign this plan to show that you agree with it.
During your initial visit if we identify you need support with administering medication, a medication
administration record (MAR) will be completed. The Reablement Assistants will follow the
instructions on the MAR form when medication is to be administered and will sign the form. For
more information see “Medication Administration” section on page 14.
A member of the Reablement team will let the other relevant members of the team know the level
and type of support you need following their consultation with you. It is necessary for this
information to be shared with other members of the team so that we fully understand your needs.
Do I have to pay for the Service?
The service is free for up to 6 weeks while you are part of the Reablement programme.
During the Reablement Programme:
A member of the reablement team will leave a module (a green folder) with you for the length of
time you receive the service. In the module you will find the following documentation:
1. Personal information relating to you.
2. A copy of the Environmental and the Manual Handling Risk
Assessments/summary.
3. A copy of this Customer Guide.
4. Weekly feedback forms.
5. A completed Medication Administration Record if required.
6. A leaflet giving details of how you can make comments, compliments or
complaints about Warwickshire County Council.
7. A completed IRSP
The module remains the property of Warwickshire County Council. If this folder has not been
collected when the Reablement service comes to an end then please contact a member of the
Reablement team (the contact details can be found on page 1 of this Guide) who will arrange
collection.
What time should I expect the Reablement Assistants?
We cannot, unfortunately, guarantee specific times due to the nature of the service. However, we
will try to provide a consistent service to meet your needs.
How will I know who is calling?
Where possible we will try to provide you with the same team of assistants throughout the service,
but this cannot be guaranteed. The names of the team of Reablement Assistants can be found
Appendix 2 of this document.
We provide all members of staff with identity (ID) cards (including their photograph), which they
must carry with them at all times. We want you to remain safe in your own home and we therefore
ask that you check the ID card of any staff visiting you before allowing them into your home.
What if I will not be at home to receive the service at any time?
If you plan to be away at any time, it is important that you inform the Reablement office so that we
can put a temporary “hold” on your service for up to 72hours. If you are going to be away longer
than 72hours, your Reablement service will automatically end.
If you do not inform us of your absence the Reablement Assistant will call as planned. As your
safety is always a serious consideration for us and the Council’s policy is to follow up all “no
replies”, if you do not notify us of your planned absence it may lead to the Reablement team
arranging a police break-in.
Our Reablement Assistants are not allowed to enter your home if you are absent.
What if the Reablement Assistant breaks or damages anything in my home?
The Reablement Assistant will always be expected to treat your home with care and respect. In
the unlikely event that damage is caused due to their negligence, they are protected by public
liability insurance, which will deal with such events. However many accidents occur when no one
is at fault and in these circumstances your own house contents’ insurance policy may provide
cover. Claims should therefore always be referred to your own insurers initially.
As employers, the Council carries Employer’s Liability Insurance which covers our employees in
respect of accidents whilst they are providing the service in your home.
Are there any Health and Safety requirements that affect what the Reablement Assistant
can do for me?
Warwickshire County Council is committed, and legally bound, to ensure the safety of our
customers and staff and there are a range of policies and procedures which staff adhere to
relating to health and safety.
It is your responsibility to ensure there is suitable and safe access to your home and that it is a
safe working environment for Reablement Assistants. Reablement Assistants are not allowed to
work in an environment that has been assessed as unsafe, an unsafe environment could result in
the withdrawal of the Reablement service.
In line with our corporate No Smoking Policy we will ask you not to smoke while members of the
Reablement staff are in your home.
The Reablement Assistants are provided with equipment as a matter of course and must use it at
the appropriate times. The equipment consists of:
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A circuit breaker for use when operating electrical devices in your home such as a kettle.
Protective clothing such as plastic aprons; disposable and powder-free gloves; which are to
be worn when carrying out personal care tasks.
A bath thermometer for use when preparing a bath for you to prevent scolding. The bath
temperature should be approx. 37 degrees. This piece of equipment will be left, with your
permission, at your home.
Any pets that pose a risk to Reablement staff will need to be excluded from the rooms that the
Reablement staff require access too.
It is also your responsibility to take precautions to safeguard monies and valuables in your home.
If you are unable to manage your finances, you should advise a member of the reablement team.
They will contact the appropriate community team who will discuss this with you, as we cannot
accept responsibility for money or valuables.
What paperwork needs to be completed?
Contact Sheets
Contact sheets will be completed by the Reablement Assistants and any other member of the
Reablement team each time they visit you. They will record the time they arrive and the time they
leave along with details of the support that they have given to you during their visit.
Weekly Feedback Forms
We will ask you to complete the weekly feedback forms with your Reablement Assistant. These
will be used by your allocated worker to review your progress and enable them to plan and make
any amendments to your Individual Reablement Support Plan (ISRP) as required. You will be fully
consulted, and we ask that you add your own comments on your progress.
Medication Administration Record
If your IRSP states that you self-medicate, but the Reablement Assistants need to prompt you
more than twice a week, then they will record this on the contact sheet and inform a Reablement
supervisor. See Section 6 for more information.
Receipt Books
Financial transactions will be recorded in the Reablement Assistant’s receipt book and you will be
asked to sign to confirm that the details are an accurate record.
Timesheets
The Reablement Assistants will produce a timesheet for you to sign when they call. The
Reablement Assistant will record on the timesheet next to your name how long they have been
with you delivering your service. By signing the timesheet you are confirming that the Reablement
Assistant has spent the amount of time they have recorded.
If you have any queries or disagree with the time recorded, do not sign the timesheet but contact
the Team Manager or Reablement supervisor on the telephone number given on Page 1 and the
Reablement office will retain this information.
Consent to seek and share information (RS 50A)
A member of the Reablement team will ask you to sign the document RS 50a to confirm that you
have received a module containing all of the documentation mentioned. If you are unable to sign
these documents, and there is nobody present who you are happy to sign on your behalf, the
member of the assessment team will note this.
If you choose not to keep this module in your home, a member of the Reablement team will ask
you to confirm this by signing a form of declination, which will be kept on your office file. You
should note, however, that the module contains important information which advises the
Reablement Assistants how you wish to be supported, and we would always encourage you to
keep your module within your own home.
Changing needs through the Reablement Programme
We expect that during your Reablement journey you will require less support or even none at all
as you progress. A member of the Reablement team will arrange a review with you to see how
you are progressing with your IRSP.
On a day-to-day basis, Reablement Assistants are responsible for informing the team of any
concerns they may have regarding your support plan so that the service can be changed if
necessary.
What if I decide I no longer need the Reablement Service?
If you decide you no longer require the Reablement service please contact the office to inform us
and we will stop your service.
What happens when the Reablement Service comes to an end?
At the end of the service, Customer may be able to live independently at home, or may require
ongoing support. If customers continue to appear to have a social care need they are entitled to a
needs assessment and they will be referred for a Self-Directed Support Assessment. The Social
Care Practitioner will arrange to visit and support a customer through the Self-Directed Support
process to agree how their ongoing needs and outcomes will be met. Customers will be offered a
financial assessment as any ongoing care needs are chargeable. Customers will be provided with
advice about how non-eligible needs can be met due to the changes to care charging.
Will I return to my previous care provider if I am an existing customer?
If you were already receiving a service from a care provider before you were referred to the
Reablement service, and continue to require on-going support following a Self-Directed Support
assessment, we try our best to assist you to return to the same provider, however this may not
always possible.
Our Aims
Working with Customers
a) You will be fully involved in the development of your own Individual Reablement Support
Plan (IRSP).
b) Our Reablement service is centred on you and we will focus on enhancing your quality of
life by working with you to see what you can achieve with support and guidance.
c) We will strive to achieve a needs-led service through positive, professional service delivery.
Working with Main Carers (relatives/friends/etc.)
a) We will fully involve your relatives/friends/family in the support planning process if you, and
those involved, wish this to happen.
b) Our staff will offer support to your relatives/friends/family and will try to support them in their
role.
Supporting Staff
a) We will ensure our members of staff are adequately trained and supported.
b) We will encourage and support our staff to share in the responsibility for their own
professional development.
c) We acknowledge that everyone in the team plays a vital part in providing support for you.
We will ensure that everyone’s views will be heard and respected.
Management of the Service
a) We work with customers and carers to maintain those areas that are working well, and
focus on solutions with you to identify and support you in the areas where change is
needed.
b) We aim to provide an excellent service by providing regular supervision of our staff,
carrying out reviews of the service and responding to your feedback.
c) We work closely with our partners, for example, colleagues in Health, and respond to the
needs they identify. We always welcome opportunities to develop our service.
Service Objectives
A member of the Reablement team, will agree with you the type and level of support that you
require. We will then write this in your Individual Reablement Support Plan. The Reablement
Assistants will use this Plan to work with you to provide the support that has been identified to help
you.
The Reablement service will adapt to help you to achieve the goals and aims detailed in your
Individual Reablement Support Plan to enable you to become as independent as you can, within
your own home.
Warwickshire County Council Reablement service does not usually:
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Enter into contracts with privately funded customers
Provide Nursing Care
Undertake invasive medical treatments
Provide medication only calls, or administer medication from dossett boxes filled by
family or other carers
Provide housework only calls
Provide shopping only calls
Provide meal only calls
Manually lift customers
Hold keys to customers’ homes.
Staff training
All of our Reablement Assistants undertake on- going training and development so that they have
the necessary skills and knowledge to provide care in an appropriate and safe manner for our
customers.
The mandatory training for all Reablement Assistants is as follows:
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NVQ 2 in Care
Equality & Diversity
Common Induction Standards:
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The Principles of Care
Communication
Safeguarding
Roles and Responsibilities of the Care Worker
Food Hygiene
Recording Skills
Safer People Handling
Safer Handling and Administration of Medication
First Aid
Infection Control
Personal Safety
Dignity in Care/Person Centred Care
Dementia
Specialist training is also available to Reablement Assistants and includes:
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Reablement – Promoting Independence
Training Workshops run by Nurses
Parkinson Disease
Stroke Awareness
Telecare
Mental Capacity Act Basic Awareness
HIV and Hepatitis
Staff supervision
The County Council’s policy states that all Reablement Assistants must have an on-the-job
observation as part of the supervision process on an annual basis. This may need to be carried
out while they are delivering a service to you. If this is the case you will be contacted before the
visit to ask your permission for this to take place as it will be in your home. This means that
another member of the Reablement Team will be present when the Reablement Assistant is
supporting you. If you do not want to be part of this process, you should let a member of the
Reablement Team know.
If your Reablement Assistant administers medication for you, we will need to carry out an
observed supervision of them administering your medication. So a member of the Team may
observe the Reablement Assistant during their time with you.
Reablement Assistants meet with their supervisor on a regular basis for a formal supervision
session to ensure that they are working to the Council’s policies and the standards set by the Care
Quality Commission (CQC). Supervision is also a method of discussing and assessing quality,
individual performance, training requirements and issues that are impacting on their work.
Medication administration
You will be responsible for holding and taking your own medication. If you require assistance the
following policy and procedures must be followed:
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Reablement Assistants do not administer controlled medications.
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Medication must be administered safely and correctly to the person whose name appears
on the label and according to the prescriber’s instructions. These instructions are indicated
on the pharmacy label.
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At each administration, medication must be recorded and signed for on the MARS
documentation provided.
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Administration of medication will be delivered in a way that respects your dignity, privacy,
independence and your cultural and religious beliefs.
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Reablement Assistants who administer or support people with their medicines must be
suitably trained in medication handling and have been assessed as competent.
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Confidentiality must be observed regarding your medical history and medication.
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The level and type of support you require with medication will be recorded on your
Individual Reablement Support Plan (IRSP).
Data Protection
The Reablement Team will maintain certain information about you and this will be recorded
electronically on our CareFirst database. Your personal details and any correspondence relating
to you will be kept electronically.
All information is maintained in accordance with the Data Protection Act 1998 and managed in line
with our Confidentiality Policy.
You have the right to access all records held by us which relate to you. For more information on
how to access your records, please contact the Reablement Team Manager on the telephone
number shown on page 1.
It may be necessary to share information that has been given in confidence. This may be
necessary, for example, to protect and safeguard you or others. This would not happen without
you being informed. If you require any further information about this topic, please contact the
Reablement supervisor.
Quality Monitoring and Standards of Reablement
There is a requirement for Warwickshire County Council’s Reablement service to be registered
with the Care Quality Commission (CQC). This is to ensure that the service provided meets the
required standards set by the Care Quality Commission. CQC inspects each of our Teams
annually and compiles a report on its findings.
The Reablement service has rigorous internal quality controls. When recruiting new staff a
comprehensive selection and interview procedure is carried out. We require two satisfactory
references, a disclosure and barring service check.
All members of staff have to be declared medically fit before employment is confirmed and a
detailed induction for all new staff is carried out. In addition we regularly monitor and conduct
supervisions with our staff to ensure regular training and development opportunities are available.
A member of the Reablement Team will carry out a review after your service commences to
ensure the quality of the service is at an agreeable standard and that the service continues to
meet your needs and requirements. You will receive regular reviews throughout your service, and
we encourage you and your carers to offer feedback on the service and on how you are
developing.
What if I have a complaint or want to pass on a compliment?
Warwickshire County Council continually strives to improve the quality of its service delivery. Your
views are essential to this process. We value your feedback and encourage you to share any
compliments, comments and/or complaints that you may have.
The Reablement service hopes to respond to any complaint you have, informally through
discussion with the Reablement Team Manager , who will always aim to reach an outcome with
which you are satisfied.
You are encouraged to contact your local Reablement office to discuss the complaint in more
detail. The number to contact is 02475 754020 or 0845 155 1798.
If you are not satisfied with the way your complaint has been managed or the outcome, you should
use Warwickshire County Council complaints procedure which has been left with you.
Safeguarding Customers within Reablement
There are many types of abuse that you may experience within your lifetime and Reablement
Assistants are fully trained to recognise the different forms of abuse such as:
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Financial
Emotional
Physical
Neglect
Psychological
Ageism
Reablement Assistants are obliged to report any incidents of concern to their Reablement
supervisor and a full investigation may take place. This is to ensure that your safety is maintained.
If you feel that you are experiencing abuse from a Reablement Team member or any other
member of Warwickshire County Council, you should report it to the Safeguarding Team on 01926
412080.
What if I have any difficulties in communication?
Warwickshire County Council has specialist services for people with visual and hearing
impairment and can also provide interpreting and translation facilities. If you feel you need to
access these services please inform the Reablement Team when they arrange their initial visit. If
you want an independent person to represent your views someone from the advocacy service can
assist you.
Reablement Staff Code of Conduct
All Reablement staff must adhere to a code of conduct whilst undertaking their duties within the
service. Within this code of conduct it clearly states that while on duty staff cannot:
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Smoke or drink alcohol in your home
Accept gifts other than token gifts such as chocolates or flowers etc. (Receipt of such token
gifts must be reported to the Reablement team by the staff member)
Under any circumstances accept legacies
Retain your bank books, Wills, pension books, credit or debit cards, or any other items of
value
Accept, borrow or lend money to/from the people they help
Work in a private capacity for you
Become involved in any form of mail order club
Use their own Loyalty Cards when doing your shopping
Give you their home or mobile telephone numbers
Enter your home when you are not there
Make personal use of your property (unless they use your telephone in an emergency
situation relating to you)
Undertake nursing tasks
Purchase items from you
Sell or dispose of goods belonging to you or a member of your family
Bring unauthorised persons or pets into your home
Hold keys to your property
Recommend a friend to undertake private work.
Summary
We hope you have found this guide useful. If you have any ideas on how we could improve this
guide, or should you require any further information, please do not hesitate to contact a
Reablement supervisor or Reablement Team Manager on the telephone number shown on Page
1.
In addition to this guide, we are required by the Care Quality Commission to produce a Statement
of Purpose. This document details:
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The aims and objectives of the service
The nature of the service provided
The name, address, qualifications and experience of the registered provider
The policies and procedures within which the service operates.
Copies of the Statement of Purpose are available and can be obtained from a member of the
Reablement Management Team via the telephone number on Page 1.
Useful numbers
Adult Social Care Service
Saltisford Office Park
Ansell Way
Warwick
CV34 4UL
Tel No: 01926 410410
Care Quality Commission
West Midlands Region
Citygate
Gallowgate
Newcastle upon Tyne NE1 4EP
Telephone No: 03000 616161
Age UK
10 Clemens Street
Leamington Spa
CV31 2DL
Telephone No: 01926 883118
General Social Care Council
Goldings House
2 Haye’s Lane
London
SE1 2HB
Telephone No: 0207 3975100
Financial Charging Team Team
Kings House King St
Bedworth CV11 LL
Telephone No: 01926 412533
Customer comments regarding this guide
Carer or family members comments regarding this guide
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Appendix 1
Summary of last CQC Inspection Report.
We inspected the following standards as part of a routine inspection. This is what we
found:
Respecting and involving people who use services - Met this standard
People should be treated with respect, involved in discussions about their care
and treatment and able to influence how the service is run.
Our judgement
The provider was meeting this standard.
People's privacy, dignity and independence were respected.
People's views and experiences were taken into account in the way the service was
provided and delivered in relation to their care.
Care and welfare of people who use services – Met this standard
People should get safe and appropriate care that meets their needs and supports
their rights.
Our Judgement
The provider was meeting this standard.
People experienced care, treatment and support that met their needs and protected their rights.
Safeguarding people who use services from abuse – Met this standard
People should be protected from abuse and staff should respect their human
Rights.
Our Judgement
The provider was meeting this standard.
People who use the service were protected from the risk of abuse, because the provider had taken
reasonable steps to identify the possibility of abuse and prevent abuse from happening.
Requirements relating to workers – Met this standard
People should be cared for by staff who are properly qualified and able to do their
Job.
Our Judgment
The provider was meeting this standard.
People were cared for, or supported by, suitably qualified, skilled and experienced staff.
Supporting workers – Met this standard
Staff should be properly trained and supervised, and have the chance to develop
and improve their skills.
Our Judgement
The provider was meeting this standard.
People were cared for by staff who were supported to deliver care and treatment safely and to an
appropriate standard.
Records – Met this standard
People's personal records, including medical records, should be accurate and
kept safe and confidential
Our Judgement
The provider was meeting this standard.
People were protected from the risks of unsafe or inappropriate care and treatment
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because accurate and appropriate records were maintained.
Appendix 2
Reablement Assistants
Belinda, Lorraine A, Keith, Linda E, Julie H, Glenda M,
Allison N, Diane O’N, Shirley, Michelle, Julie S, Sharron, Alison I, Tania, Kim L, Sue M, Emma P,
Veronica R, Janet R, Angela W, Sarah B, Gillian C, Sue C, Janet D, Carole H, Hazel, Glenda M-J,
Rose, Marie R, Violet, Treena, Diane C, Julie K, Donna, Teresa, Nicola, Gillian R, Heather, Tracie
F, Lorraine H, Sylvia, Claire H, Debbie M, Kerry, Ann P, Jennifer, Linda A, Eileen, Lyn L, Jeanette
N, Emma O, Sandra S, Jayne S, Maureen, Jane W, Gillian B, Kim E, Pauline, Claire H, Lisa,
Angela M, Jane P, Tina R, Stephanie W, Debra W, Claire B, Tracey B, Julie B, Marie G, Karen G.
Ella, Tina L, Anne M, Pat O, Angela P, Mike, Kit, Christine Y, Karen F, Susan G, Diane H, Tracey
P-S, Justyna, Amanda P, Barbara, Sue S, Tracey S.
Compliments, comments and complaints
If you have any comments or complaints about our services, please let us know.
Please contact the:
The Customer Relations Team
PO Box 48
Shire Hall
Warwick
CV34 4RD
Phone: 01926 410410
Email: [email protected]
Useful links
Information and advice about Warwickshire social care services:
www.warwickshire.gov.uk/socialcareandhealth
Support services in Warwickshire:
www.warwickshire.gov.uk/directory
For general information about council services or for other leaflet formats e.g. large print, audio,
another language or through discussion, please contact Warwickshire County Council on 01926
410410.
June 2015
WCCC-779-252
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