Getting a Life: how we plan your support, undertake customer and stakeholder evaluations, our advocacy policy and how we listen to and respond to your compliments and complaints.
How We Plan
Allocation of support resource is based on customer needs and wishes. Team Managers allocate hours flexibly based on the customers’ support plans and choices. Employee contracts and working practices support this flexible approach.
The Oaklea Trust always tries to match employees to customers to achieve good, supportive relationships; this often involves designing person specifications and recruitment processes to allow the customer to select their own Lifestyle Co-ordinator. Customers are encouraged to be involved in the recruitment of new employees.
Information from customers is used to plan employee learning and development activities. A 'training needs' analysis is carried out to identify specific skills or knowledge needed to support an individual customer or group of customers. Training is then secured to ensure employees have the skills needed to offer individual customers the best possible support.
We encourage and empower customers to set lifestyle goals which build self esteem and support social inclusion. As part of this we promote Positive Risk Taking as a means to increasing choice and control for individuals.
Monitoring of support activities allows the manager to ensure that the individual customer support plan is delivered. Each customer support plan is reviewed regularly.
As part of its focus on continuous improvement, the Oaklea Group seeks customer and stakeholder feedback. This is based on key customer outcomes that represent lifestyle choices, quality and value for money.
The customers and stakeholders are required to score each area according to their own personal experiences. Alternative formats are available including audio.
In addition to questionnaires, the Group also co-ordinates Quality Network Reviews through its Customer Forum where feedback is achieved through personal experience rather than a paper based system.
For further information, please ask one of our Customer Advice Team.
Advocacy
Effective advocacy can transform the lives of people with learning disabilities by enabling them to express their wishes and aspirations and make real choices. With the right support many people with learning disabilities can become self advocates. Citizen advocates make a vital contribution to enabling the voices of people with more complex disabilities to be heard.
Where a customer requires and wishes to have representation in addition to the care/support provided by the Group as an organisation, external advocacy services are sought.
Compliments and Complaints
The Group has a procedure for listening and responding to compliments and complaints.
The procedure aims to provide:
For reviews and complaints, please contact your Customer Partnership Coordinator or one of the Customer Advice Team.
Personalisation
The Oaklea Group is committed to delivering positive change for our customers as expressed in the outcomes statements from the Adult Social Care Outcomes Framework 2011/12
Allocation of support resource is based on customer needs and wishes. Team Managers allocate hours flexibly based on the customers’ support plans and choices. Employee contracts and working practices support this flexible approach.
The Oaklea Trust always tries to match employees to customers to achieve good, supportive relationships; this often involves designing person specifications and recruitment processes to allow the customer to select their own Lifestyle Co-ordinator. Customers are encouraged to be involved in the recruitment of new employees.
Information from customers is used to plan employee learning and development activities. A 'training needs' analysis is carried out to identify specific skills or knowledge needed to support an individual customer or group of customers. Training is then secured to ensure employees have the skills needed to offer individual customers the best possible support.
We encourage and empower customers to set lifestyle goals which build self esteem and support social inclusion. As part of this we promote Positive Risk Taking as a means to increasing choice and control for individuals.
Monitoring of support activities allows the manager to ensure that the individual customer support plan is delivered. Each customer support plan is reviewed regularly.
As part of its focus on continuous improvement, the Oaklea Group seeks customer and stakeholder feedback. This is based on key customer outcomes that represent lifestyle choices, quality and value for money.
The customers and stakeholders are required to score each area according to their own personal experiences. Alternative formats are available including audio.
In addition to questionnaires, the Group also co-ordinates Quality Network Reviews through its Customer Forum where feedback is achieved through personal experience rather than a paper based system.
For further information, please ask one of our Customer Advice Team.
Advocacy
Effective advocacy can transform the lives of people with learning disabilities by enabling them to express their wishes and aspirations and make real choices. With the right support many people with learning disabilities can become self advocates. Citizen advocates make a vital contribution to enabling the voices of people with more complex disabilities to be heard.
Where a customer requires and wishes to have representation in addition to the care/support provided by the Group as an organisation, external advocacy services are sought.
Compliments and Complaints
The Group has a procedure for listening and responding to compliments and complaints.
The procedure aims to provide:
- An effective means for customers or their representatives to comment on the quality or nature of care/support choices offered by the Group;
- An effective resolution of complaints as quickly as possible and as close to the source of complaint as appropriate;
- An effective means for customers or their representatives to make positive suggestions about the quality of the care/support offered;
- A means of monitoring performance, quality and effectiveness and, therefore, contributing to continuous improvement.
For reviews and complaints, please contact your Customer Partnership Coordinator or one of the Customer Advice Team.
Personalisation
The Oaklea Group is committed to delivering positive change for our customers as expressed in the outcomes statements from the Adult Social Care Outcomes Framework 2011/12
- ensuring people are treated with dignity;
- giving people the support they need to get back to work;
- giving carers the support they need to balance their caring roles while maintaining a good quality of life; and
- helping people regain their independence.
The Oaklea Trust, part of the Oaklea Group.
Registered Charity No. 1091722 ©20122010 Oaklea Trust.
The Oaklea Trust, 48 Stramongate, Kendal, Cumbria LA9 4BD Telephone. 01539 735 025
Email. enquiries@oakleatrust.co.uk www.oakleatrust.co.uk