Twilight Years - Please call us on 01229 835 200 or email us on twilightyears@btconnect.com during office house 9am to 5pm or call 07811 652072 for out of hours
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Something about us...

Its important to know who is providing your care,  this section is exactly about that. 

Twilight Years Ltd is a Domiciliary Home Care Agency and was established in 1995 by Michael and Jean Keay, who handed over the family business to their daughter Michelle Geldart in 2002.  Since then Twilight Years Ltd has continued to provide care to the Furness and surrounding areas communities and we have earned an excellent reputation.  The company has grown over the years and we are now one of the main providers of home care in the area, we work in partnership with Cumbria County Council, Adult Social Care as well as providing private tailor made care packages.

Our aim is to deliver a standard of excellence within the domiciliary care sector, by treating those who rely on our support as individuals.  We can tailor care packages which involve the Service User and take into account the needs of their families or those who offer support.  We have a team of excellent home care workers who treat people with respect and we endeavour go ‘the extra mile’…

Our staff come from all walks of life and have a variety of interests which offers a diverse workforce, every member of staff is Disclosure Barring Service checked and wear identification badges.  We select our staff based on their ability to carry out the work effectively, their personality and caring nature.  We have a lot of experienced staff who genuinely care, they receive a comprehensive induction training package prior to starting work and then develop their skills through training courses selected to meet the needs of the services we provide.  Specialised training is available to staff, however, this is more suited to specific requirements.  All of our staff have either completed or are in the process of completing the Care Certificate and a qualification in Health and Social Care.

The work we do supports our local community and we feel we have an obligation to provide care to the highest standard possible, the following guidelines are how we aim to achieve that, therefore, this is:

OUR COMMITMENT TO YOU:

You will be involved in discussions about your care and where required get support to help you make decisions

  • Our staff will respect your privacy and dignity and before you receive any care you will be asked whether or not you agree to it
  • Together we will assess your personal needs to make sure you get safe and appropriate care that supports your rights to make sure you get the care that you have agreed regarding your health and wellbeing
  • If you have more than one care provider, we will liaise with them  to ensure you receive co-ordinated care
  • You can also expect Twilight Years Ltd to meet your needs relating to your cultural background, sex (gender), disability, age, sexuality, religion or belief
  • You will be protected from abuse or the risk of abuse, and staff will respect your human rights
  • You will be cared for by staff who have the knowledge, skills and experience needed to meet your health and welfare needs
  • Our staff are well managed and they have the opportunity to develop and improve their skills through effective training
  • Twilight Years Ltd will regularly monitor the quality of the services we provide to make sure you receive the support you need
  • Your personal records will be accurate and will be kept safe and confidential
  • We will deal with any complaint efficiently
  • We will accept compliments and suggestions and evaluate them to see how we can apply them to the whole of our company with a view to improving standards and quality of care provided

We accept Compliments…

We are always interested in gaining positive feedback, we like to hear that our Service Users and families are happy with our services.  We don't expect a thank you letter every week saying how wonderful the carers are, but we do appreciate if you feel you are receiving good care, that’s how we continue to improve our services.  We currently conduct a Survey of services every year which gives us a good idea of how we’re performing, but anything over and above that is always a bonus.  If you send us a compliment about a Carer, we always pass on the information, this helps in keeping our staff in high spirits and it lets them know they’re doing a good job.

We have a Complaints procedure...

On the other hand, if we’re getting it wrong, please tell us.  We prefer to deal with problems informally, however, if you feel you would like to make a formal complaint then you can contact us either by calling the office or writing to us.  Your complaint will be dealt with appropriately as we have a dedicated person to deal with this and you will be kept informed of the progress.  You may complain in writing or verbally or ask a relative or friend to assist you, we can also help you formulate your complaint or point you towards an Advocacy Organisation.  All complaints should be addressed to:

The Manager, Twilight Years Ltd, 114 Rawlinson Street, Barrow-in- Furness, Cumbria, LA14 2DG or email: twilightyear@btconnect.com

What happens next if you have made a complaint:

Stage 1:  Upon receiving an informal concern or complaint, we will try to resolve the complaint informally, this can happen during the initial communication.  If resolved to your acceptance it will be logged in our complaints book and you will receive a note to inform you of any action taken, with our apologies.

Stage 2:  If you are not satisfied at this stage, our manager will conduct a formal investigation commencing at the earliest possible stage and you will be informed of this occurrence in writing within 48hrs from making the complaint.

Stage 3:  The formal investigation will take place and hopefully will complete within 28 days from the complaint being made.  Our manager will make arrangements to discuss our findings with you and present you with a copy of the investigation as well as resulting action taken.

Stage 4:  In the event the complainant remains dissatisfied after the matter has been investigated, as a last resort you have the right to refer the matter to any of the following:

  • (if care is provided through Adult Social Services) The Complaints Team, Cumbria House, 117 Botchergate, Carlisle, Cumbria, CAA1 1RD Tel: 01228 221234 or email: complaints@cumbria.gov.uk or write to
  • The Local Government Ombudsman, PO Box 4771, Coventry CV4 0EH.  Phone: 0300 061 0614
 
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