Service User Guide

1. Welcome

Welcome to TRF Healthcare Ltd. This Service User Guide has been prepared to provide you and your family with important information about the care and support services we offer. We are committed to delivering compassionate, person-centred care that promotes your dignity, independence, and well-being.

2. About TRF Healthcare

TRF Healthcare Ltd is a registered provider of health and social care services, regulated by the Care Quality Commission (CQC). We are based in Southampton, Hampshire, and provide care across the South of England. Our services include domiciliary care, live-in care, companionship, dementia support, respite care, and healthcare staffing.

3. Our Services

We provide a wide range of care and support services, including:

• Personal Care: Assistance with washing, bathing, dressing, grooming, and toileting.
• Medication Support: Prompting and assisting with prescribed medication.
• Meal Preparation: Preparing nutritious meals tailored to your dietary needs and preferences.
• Companionship: Social interaction, conversation, and engaging activities to reduce isolation.
• Household Tasks: Light housework, laundry, shopping, and maintaining a safe home environment.
• Mobility Support: Assistance with moving around your home, transfers, and accessing the community.
• Dementia Care: Specialist support for individuals living with dementia and memory-related conditions.
• Live-In Care: 24-hour care provided by a carer living in your home.
• Respite Care: Short-term support to provide relief for primary carers.

4. Your Care Plan

Before your care begins, we will carry out a comprehensive assessment of your needs, preferences, and goals. Based on this assessment, a personalised Care Plan will be developed in partnership with you, your family (where appropriate), and any involved healthcare professionals. Your Care Plan will be reviewed regularly and updated as your needs change.

5. Your Rights

As a service user, you have the right to:

• Be treated with dignity, respect, and courtesy at all times.
• Receive care that is tailored to your individual needs and preferences.
• Be involved in all decisions about your care and support.
• Have your privacy and confidentiality respected.
• Be free from discrimination, abuse, neglect, and exploitation.
• Access your care records at any time.
• Make a complaint if you are unhappy with any aspect of your care.
• Change or cancel your care services with reasonable notice.

6. Our Staff

All our care staff are carefully selected, fully DBS-checked, and receive comprehensive training before they begin providing care. Our staff receive ongoing training and supervision to ensure the highest standards of care. We aim to provide consistency by assigning regular carers wherever possible, so you can build a trusting relationship with the people who support you.

7. Fees and Charges

Our fees will be discussed and agreed with you before your care begins. You will receive a written agreement setting out the services to be provided, the costs involved, and the terms of the arrangement. We are transparent about our pricing and will notify you in advance of any changes to fees.

8. Complaints and Feedback

We value your feedback and are committed to resolving any concerns promptly and fairly. If you wish to make a complaint or provide feedback:

• Speak to your carer or their line manager in the first instance.
• Contact us by phone on 0238 254 4048 or by email at info@trfhealthcare.co.uk.
• Write to us at TRF Healthcare Ltd, Unity 12, 9-19 Rose Road, Southampton, SO14 6TE.

All complaints will be acknowledged within 3 working days and investigated thoroughly. We aim to resolve complaints within 28 days. If you are not satisfied with our response, you may contact the Care Quality Commission (CQC) or the Local Government and Social Care Ombudsman.

9. Safeguarding

TRF Healthcare Ltd has robust safeguarding policies and procedures to protect vulnerable adults from abuse, neglect, and exploitation. All staff receive safeguarding training and are required to report any concerns immediately. If you feel unsafe or have concerns about your well-being, please speak to a member of staff or contact us directly.

10. Contact Us

If you have any questions about these Terms of Use, please contact us at:

TRF Healthcare Ltd
Unity 12, 9-19 Rose Road, Southampton, SO14 6TE
Email: info@trfhealthcare.co.uk
Phone: 0238 254 4048