WSB Care’s legal status
WSB Care operates under licence from The Priory 1101, Priory Plain, Great Yarmouth, Norfolk NR30 1NW. We are a limited liability company.
We are registered to provide care at home services by:
The Care Quality Care Commission
Citygate
Gallowgate
Newcastle Upon Tyne
NE1 4PA
Tel No:03000 616161
The CQC inspect our services to check that they are safe and that we are meeting quality standards. You can view a copy of the latest inspection report by going to their website or asking our office to send this to you.
You can find more information about the WSB Care at www.wsbcare.co.uk
Our WSB Care team
| Name of registered owners | Bill Forster, Sara Green, Barbara Williamson |
| Registered provider | WSB Care Ltd |
| Company registration address | The Priory 1101, Priory Plain, Great Yarmouth, Norfolk, NR30 1NW |
| Company registration number | 14405254 |
| Name of registered care manager | Barbara Williamson |
| Names of the management team | Bill Forster – Director, Sara Green – Director, Barbara Williamson – Director |
| Our office email address | info@wsbcare.co.uk |
Experienced and qualified team
We are committed to having the very best care workforce in the area in which we operate. This means our team are all trained to a high standard, and we encourage each of our employees to undertake additional qualifications.
Office hours
Our offices are open from 09:00 to 17.00 Monday to Friday during which time we will be pleased to discuss any aspect of your care. Our telephone number is:
01493 719010
We also have an emergency on-call number should you need to contact us out of office hours. This telephone number 01493 719010 (transfers to on-call operator) is for urgent matters only.
How to contact the Adult Social Care Department of the local authority
Norfolk County Council
County Hall
Martineau Lane
Norwich
Norfolk
NR1 2DH
Tel No: 0344 800 8020
Text Relay: 18001 0344 800 8020
www. norfolk.gov.uk
Insurance Cover
WSB Care has public liability insurance and employer’s liability insurance; however, we do not insure customer’s homes or contents. We strongly recommend that this is covered by the homeowner.
Service Charges and Changes
Charges and payment
We publish a list of charges and provide a copy to our customers and/or their representatives as part of their terms and conditions of business.
You will receive an invoice in line with your confirmation of instructions which you must pay within 7 days. Methods of payment are included in your terms and conditions.
You can request a statement of your account at any time. We will give a minimum of 28 days’ written notice of any changes in the fees that you need to pay.
Cancelling or terminating the service
If you cancel a care visit less than 28 days in advance, we will be entitled to charge all or a proportion of the Fees payable for the cancelled visit, on a sliding scale, as set out in Schedule 2. We will try to minimise costs where practicable and provide a reasoned breakdown of any cancellation charges.
Either you or we can terminate the Agreement at any time by giving not less than 28 days’ written and signed notice to the other.
The reasons we may withdraw our service
We would only withdraw a service as a last resort after we had explored all other options. This may be necessary when:
- It is no longer safe for the customer or care assistant.
- The customer abuses our team.
- The customer does not pay their invoices on time.
- We are unable to provide the service that the customer wants.
What happens if our business closes or the owner changes?
We will give you a minimum of 28 days written notice if the owner changes or in the rare event that our business needs to close. If the business is planning to close, we would provide advice and support to enable you to make alternative arrangements. This includes liaising with the Adult Social Care Department of the local authority where needed.
Providing a quality service
Managing the quality of our service
We have comprehensive policies and procedures for managing risks and to make sure that we provide a safe, high-quality service. These are inspected by the Care Quality Commission (CQC).
For more information about how we work you can ask to see a copy of any of our policies or procedures.
How we keep you safe and protect you from harm
We carefully select our care team and carry out checks before they start work. All care assistants are then fully trained to carry out their role safely and to recognise signs of abuse. They will listen to any concerns that you may have about your safety. We have clear procedures for reporting and sensitively responding to any suspicions of abuse. Care assistants have a duty to report any concerns, accidents, and serious incidents to their manager.
Customers or their families’ can speak to a member of the management team or the local authority or the Care Quality Commission (CQC) if they are concerned about possible abuse.
Procedures to safeguard customers’ property
For reasons of security, we never look after keys to customers’ homes. If special arrangements need to be made to access your home, we encourage you to use a key safe.
How we support you with your medicines
Our customers receive safe and effective support with their medication needs from our competent team. Our medication policy and procedures make sure that you receive the right medicines, in the right way at the right time. They protect customers and our team from damage that may arise from the mismanagement of medicines.
Health and safety
We have both legal and moral responsibilities regarding the health and safety of our team and customers. We always carry out a risk assessment prior to starting a service. We will agree on how the service that you want can be provided safely and record this in your care plan. If necessary, we will postpone the start of your service until the right equipment is in place to reduce risks. Our care assistants wear disposable gloves and aprons to minimise the risk of cross-infection.
Sharing information about you
The information we hold about you is stored confidentially. We co-operate with other agencies to make sure your wellbeing is protected. However, we will only share information about you either:
- With your consent.
- If it is necessary to keep you safe.
- We have a legal duty to share this information e.g., a crime may have been committed or it is in the public interest.
You have a right to see the information that we hold about you. For access to your records please contact the office via telephone on 01493 719010 or email: info@wsbcare.co.uk
Assessing the quality of our services
Our participation strategy sets out how we involve customers or their representatives in every aspect of their care and support. We welcome your feedback on any aspect of our service so that we can improve our services.
We will regularly ask you for your views on our services including:
- An annual survey
- Regular visits by a supervisor
Getting help to complain
We listen to feedback about our services and take any concerns seriously. Our managers look into all complaints and tell customers what we find. Where there are shortfalls, we take prompt action to put this right. Our management team will give you the necessary support to raise any concerns or complaints that you may have. You can feel confident that there will be no negative impact on your care or support. We give you a copy of our complaints procedure and explain this to you when our service starts.
Advocacy services
There might be occasions when a person needs help to voice their concerns or complaints. Advocacy services will support a person who needs help to express themselves, has their views heard and to be listened to. The role of an advocate is to remain independent from the service provider (and others) and to focus specifically on promoting the rights and presenting the views of the individual.
Telephone: 0300 456 2370 (charged at your standard network rate)
Minicom: 0300 456 2364
Text: send the word ’pohwer’ with your name and number to 81025
Email: pohwer@pohwer.net
Skype: pohwer.advocacy
Fax: 0300 456 2365
Post: PO Box 17943, Birmingham, B9 9PB
Finding out more
If you have any further questions, please do not hesitate to contact us.