Safeguarding

The safety and well-being of our clients is our top priority. We have robust safeguarding policies in place, in line with the Care Act 2014 and local authority guidelines, to protect adults at risk from abuse or neglect. All our staff undergo an enhanced DBS check (Disclosure and Barring Service background check) before employment, and we require references to verify their character and experience. Our team receives regular training on safeguarding awareness – learning how to recognize signs of abuse (physical, emotional, financial, sexual, or neglect) and the correct procedures to report any concerns. We maintain a zero-tolerance approach to abuse. If any staff member or person connected to our service has concerns about a client’s safety, they are required to report it immediately to our Safeguarding Lead (manager) who will take prompt action, including informing the relevant authorities. We also educate our clients and their families on how to report any concerns. Our safeguarding policy ensures that any allegation is investigated thoroughly and confidentially. By fostering an environment of openness and vigilance, we aim to prevent harm and ensure that every individual we care for is treated with respect and protected from mistreatment.

Regulatory Compliance (CQC and Legal Standards)

Calvary Care Support Services operates in full compliance with the laws and regulations governing care services in England. We are in the process of registering with the Care Quality Commission (CQC), which is the independent regulator of health and social care. All our care provisions are designed to meet or exceed the CQC’s Fundamental Standards as outlined in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. These standards cover all aspects of care, including Person-Centred Care (Regulation 9), Dignity and Respect (Regulation 10), Consent (Reg 11), Safety (Reg 12), Safeguarding (Reg 13), Food and Drink (Reg 14 where applicable), Premises and Equipment safety (Reg 15), Good Governance (Reg 17), Staffing (Reg 18), Fit and Proper Staff (Reg 19), and Duty of Candour (Reg 20) among others. We have internal checks and audits to ensure compliance in these areas – for example, we regularly review care plans for person-centredness, we audit medication administration records for safety, and we gather feedback from clients to assess if they feel respected and involved. Quality assurance is an ongoing process: our care manager performs spot checks and supervision visits, we conduct annual surveys for clients and staff, and we hold team meetings to discuss improvements. In addition, we follow NICE guidelines (National Institute for Health and Care Excellence) relevant to our services, such as NICE guidelines on home care for older people, dementia care, and end-of-life care, which provide evidence-based best practices. Compliance isn’t just a checkbox for us – it’s part of our commitment to excellence and continuous improvement. We also maintain appropriate insurance (public liability and employer’s liability) to further protect our clients and staff.

Data Protection (GDPR)

We respect the privacy and confidentiality of our clients, staff, and any individuals we interact with. Calvary Care Support Services complies with the UK General Data Protection Regulation (GDPR) and the Data Protection Act 2018. We only collect personal information that is necessary for providing safe and effective care or for employment purposes. This may include contact details, health information (for clients), and background checks (for staff). All personal data is stored securely, whether in locked cabinets for paper records or in encrypted electronic systems for digital records. Access to personal information is restricted to authorized personnel who need it to perform their duties. We have clear policies on record-keeping, consent, and confidentiality. For example, we obtain consent from clients (or their legal representative) to hold and process their information and to share it with others involved in their care (such as doctors or emergency services when appropriate). We do not share personal data with any third party for marketing or non-care-related purposes. Clients have the right to request access to their care records, and we have procedures to facilitate that in a timely manner. We also have protocols for data retention (keeping records for the required duration) and secure disposal of data when it’s no longer needed. In the event of any data breach, we have an incident response plan to notify affected parties and authorities (like the Information Commissioner’s Office) as required. Our team is trained on confidentiality – understanding that trust is built on respecting private information. When using technology, such as digital care notes or emails, we use password protection and encryption. We also abide by Calvary Care’s confidentiality agreement which all staff sign, affirming that they will keep client information private and only use it for intended purposes. By upholding strict data protection standards, we ensure that those who trust us with their information can have full confidence that it will be handled with care and integrity.

Equality & Diversity

 We are committed to providing an environment that is inclusive and fair for all. Calvary Care Support Services embraces diversity and is fully compliant with the Equality Act 2010. We do not tolerate any form of discrimination, harassment, or unfair treatment towards clients or staff on the basis of age, disability, gender, marital status, pregnancy or maternity, race/ethnicity, religion or belief, sex, or sexual orientation. Our Equality and Diversity Policy ensures that all individuals receive equal opportunities in both receiving care and employment. For our clients, this means we deliver services that are culturally sensitive and respectful of each person’s background and preferences. For instance, we try to match caregivers who can speak the client’s preferred language if English is a barrier, or we accommodate religious practices such as prayer times or dietary needs (halal, kosher, vegetarian, etc.). We celebrate the uniqueness of each client – our care plans include sections to note a person’s cultural or religious needs, ensuring personalized care. For our staff, we provide a workplace that values each team member. Hiring, promotions, and training opportunities are based on merit and the needs of the job, never on personal characteristics. We provide reasonable adjustments for staff or clients with disabilities (for example, alternative formats of documents for the visually impaired, or adjusted duties if a staff member has health limitations). We also train our team on cultural competence and effective communication, so they are equipped to work harmoniously with people from all walks of life. If any client ever feels they have been treated unfairly or without respect, we encourage them (or their family) to voice this immediately so we can address it. Similarly, any staff concerns are taken seriously and handled through our grievance procedures. By fostering an inclusive culture, we ensure that love, respect, and understanding are at the core of our care – which aligns perfectly with our Christian principle of loving our neighbour as ourselves.

Health & Safety: (Including Infection Control)

The health and safety of our clients and staff are paramount. We maintain stringent health and safety policies in line with the Health and Social Care Act 2008: Code of Practice on the prevention and control of infections and other relevant regulations. Our caregivers are trained in infection control procedures – such as proper hand hygiene, use of Personal Protective Equipment (gloves, aprons, masks when necessary), and cleaning/disinfecting techniques – to minimize any risk of infection spread. This has been especially crucial during the COVID-19 pandemic; we follow the latest public health guidance for PPE use, testing, and isolation if needed. We also have protocols to manage medical emergencies: all carers have basic first aid training and know how to respond to common urgent scenarios (falls, sudden illness, etc.), including calling emergency services and providing interim support. We perform risk assessments for each client’s home environment to ensure it is safe for both the client and staff – checking for fall hazards, adequate lighting, safe storage of chemicals, etc., and we make recommendations to families for improvements if needed (like installing grab rails or removing loose rugs). Our staff are trained in safe moving and handling of clients to prevent injuries (both to the client and themselves). We supply equipment like slide sheets or hoists when needed and ensure carers know how to use them correctly. Additionally, we implement fire safety awareness for home settings (carers know to check for things like working smoke alarms and not to leave clients with fire hazards). All accidents or incidents are documented and reviewed so we can learn from them and prevent future occurrences. We also maintain appropriate policies for medication management (only trained staff administer or prompt medication, and they follow strict protocols to avoid errors) and handle food safely when preparing meals for clients. Through vigilant health and safety measures, we strive to create a secure environment where clients can receive care without harm and staff can perform their duties with confidence.

Complaints and Feedback

We view feedback as a gift and an opportunity to improve. Calvary Care Support Services has a clear Complaints Procedure that is shared with every client and is available on request. If a client or their family is unhappy with any aspect of our service, we encourage them to speak up without fear of repercussions. Complaints can be made directly to our office by phone, email, or in writing. We promise to acknowledge any complaint promptly and investigate it thoroughly and fairly. Our procedure typically involves: acknowledging the complaint within 2 working days, investigating (by speaking with staff involved, reviewing records, etc.), and providing a formal response with the outcome and any actions within 28 days (often sooner for simple issues). If the complainant is not satisfied, we provide information on how to escalate to external bodies such as the Local Government Ombudsman or CQC. Likewise, we love to hear compliments and positive stories, which we share with our staff to encourage them. We also conduct periodic surveys and invite clients to review our service so we can gauge satisfaction. Continual feedback helps us refine our training, recognize outstanding caregivers, and modify care plans to better meet needs. Our duty of candour (openness and honesty) as required by regulation means if we ever make a mistake, we will apologize, inform the affected parties, and take steps to correct it. Trust is built on honesty, and we foster trust by being transparent and responsive in all communications.