STATEMENT OF PURPOSE

NCCN was established in October 1992 to provide a quality care service for people in their own homes. The philosophy of the organisation is to provide an enabling service which recognises the differing needs of all service users and responds to these needs in a manner which enhances their dignity and independence.

The organisation provides the following services:
Provision of care workers for people within their own home environment across the East Riding of Yorkshire. This includes assessment and monitoring of care needs, co-ordination with other agencies and family members to achieve, develop and maintain the best possible care for the individual.

Care is provided for a range of user groups including:
Older people, those with memory impairment, people with learning and/or physical disabilities, younger disabled, people who have head or spinal injuries, those who have a life threatening illness. People who have mental health problems, children and families.

The Registered Manager is:
Andrew Luckett BA (Hons), Post Grad Dip HRM, Reg Mem CIPD
New Concept Care & Nursing Ltd
9 – 11 Southgate
Market Weighton, York, YO43 3AF
Tel: 01430 876000
Email: andrew@newconceptcare.co.uk

Andrew has worked in the organisation since June 2001. Through his considerable background knowledge of NCCN since early teenage years he has a thorough knowledge and understanding of the sector and has seen the organisation develop from the spare bedroom to the 7 roomed office suite in Market Weighton. Andrew’s understanding of personnel issues is invaluable as the organisation employs over 200 care workers.

The Registered Provider is:
Mary Luckett RGN, RHV, Cert Ed.
New Concept Care & Nursing Ltd
9 – 11 Southgate,
Market Weighton, York, YO43 3AF
Tel: 01430 876000
Email: mary@newconceptcare.co.uk

Mary qualified as a general nurse at the General Infirmary at Leeds where she worked as a staff nurse on the Cardiothoracic Surgical Unit. She then continued her studies at Leeds University becoming a Health Visitor. Mary worked for 7 years as a Health Visitor in the West Riding then in Hull before becoming a lecturer in Health Studies at local Colleges of Further Education. She developed and managed an NVQ Assessment Centre working mainly with staff from Nursing and Residential Homes in the area. Mary’s main interests are working with people who have life threatening illnesses and people with dementia. She was Chair of the Steering Group of the East Riding Branch of the Alzheimer’s Society, a position she maintained for a year following its inauguration.

In 1992 Mary set up New Concept Care to provide care services for people in their own homes. The company developed and in September 2000 ‘added on’ Nursing Services through the introduction of the Nurses Agency.

Range of qualifications and experience of Care Workers
All Care Workers undergo induction training which includes Moving and Handling training and work in the community under supervision before working on their own. A programme of training is available for everyone. Care Workers are encouraged to take NVQ Care at either level 2 or level 3 depending upon the skill level and type of work undertaken by the Care Worker. All new Care Workers are enrolled on an NVQ programme within 6 months of commencement with NCCN. The organisation has a commitment to train 50% of staff to NVQ level 2 or 3 by 2008.

Where specific skills and experience are required Care workers will be placed specifically to meet those needs.

NCCN has employers, public and product liability insurance to £5M

All work is carried out within the parameters of New Concept Care & Nursing policies and procedures.

Complaints Procedure
New Concept Care & Nursing will operate a fair and efficient complaints procedure which is simple and accessible. We hope that through our thorough monitoring system of reviews you will not need to use this process. If you contact NCCN Office with a concern relating to your care you will be asked if you would like to formally instigate the Complaints Procedure, if you do:

• Your Area Manager at NCCN (Tel 01430 876000) will take details of your complaint, discuss the problem with you within 24 hours and make every attempt to rectify it.

If you are still not satisfied:

• contact Andrew Luckett, the Registered Manager at New Concept Care & Nursing who will investigate the matter fully and negotiate an amicable agreement. Initial contact will be made with you within 24 hours of the referral to Andrew Luckett, completion of the investigation will take place within one week of the initial referral or sooner if possible. You will be kept informed at each and every stage of the investigation.
• If you receive your care through a Social Services Contract you can also contact your Care Coordinator at your local Social Services Department

If after following the above procedure you remain unsatisfied:

• Contact the Commission for Social Care Inspection who are the regulatory body for Care throughout the United Kingdom who will then investigate the matter on your behalf.

  Commission for Social Care Inspection
  York Area Office
  Unit 4, Triune Court
  Monks Cross
  York, HU13 0QF