Edward Healthcare, along with partners MIMIT and TRUSTECH, have created a comprehensive manual that details standard operating procedures and standards for home care / care home operations. Many of the standards described are based on legislative and quality requirements as laid down by the Care Quality Commission (CQC), the Department of Health within the UK, the Royal College of Nursing (RCN) and from the experiences and expertise of the Steering Group.

It is intended that this manual be used as a framework for the provision of a first rate elderly healthcare service. This manual is incomplete however, without proper recognition that at the heart of our definition of a quality healthcare management service is maintaining dignity, maximising independence depending on ability and optimising quality of life. With this definition at the heart of practice this manual forms the basis of quality service developments.

The index for the Professional Care Standards is shown below. Please get in touch should you require further information about any or all of the manual, which is available for licence.

Care Delivery

Care Management
Care Assessment and Planning
CMA01 – Comprehensive Care Planning Assessment
CMA02 – Care Plan commencement
CMA03 – Monthly Wellbeing Assessment
CMA04 – Promotion of recreational activities
CMA05 – Principles of customer care/philosophy of care
Care Practice
CMC01 – Blood spillages policy
CMC02 – Changes in clients health status and emergencies
CMC03 – Clients with communication difficulties
CMC04 – Continence management policy
CMC05 – De-escalation of violence or aggression policy
CMC06 – Doctor and visiting professional policy
CMC07 – Entry to client’s premises and safekeeping of keys
CMC08 – Falls policy
CMC09 – Food and Nutrition policy
CMC10 – Infection control policy
CMC11 – Medications policy (Community)
CMC12 – Mobility policy
CMC13 – Moving and handling policy
CMC14 – Needle stick policy
CMC15 – Oxygen use policy
CMC16 – Personal shopping policy
CMC17 – Pressure ulcer management policy
CMC18 – Waste management policy
Rights and Abuses
CMR01 – Advocacy policy
CMR02 – Choice of carer gender
CMR03 – Choice policy (general)
CMR04 – Client communication with the organisation
CMR05 – Confidentiality
CMR06 – Consent to examination
CMR07 – Death and dying policy
CMR08 – Deprivation of liberty
CMR09 – Mental capacity act
CMR10 – Mental health regulations
CMR11 – Participation policy
CMR12 – Privacy policy
CMR13 – Risk taking policy
CMR14 – Safeguarding policy
CMR15 – Staff identification
Risk Assessment and Care Planning
CMRA01 – Care and daily living policy
CMRA02 – Care planning policy and notes
CMRA03 – Challenging behaviour policy
CMRA04 – Client care plan policy
CMRA05 – Personal emergency evacuation plan (PEEP)
CMRA06 – Resuscitation policy
CMRA07 – Review assessment policy
CMRA08 – Review of care / support policy
CMRA09 – Specialist needs policy

Social Care Procedures Guidelines
SC01 – Continence Care
Commode use
Bedpan use
Urinal use
Penile sheath application

SC02 – Fluid Balance Guidelines
Fluid input
Fluid output
• Catheterised
• Non-catheterised

SC03 – Health Centre / Care Home Cleaning Service
Colour coding
Cleaning standards

SC04 – Household Cleaning
Description of cleaning services available
Colour Coding
Cleaning Checklist

SC05 – Laundry
Washing
Drying
Dry Cleaning
Ironing
Bed linen

SC06 – Nail Care
Foot care
Hand care

SC07 – Personal Shopping

Health Care Procedure Guidelines
HC01 – Anti-embolic Stocking
Measuring for Anti-embolic stockings
Daily care
Application

HC02 – Aseptic Technique
Hand hygiene
Aseptic technique

HC03 – Assisting and Positioning
Moving from lying to sitting
Positioning in a chair / wheelchair
Moving from sitting to standing
Assisting to walk
Positioning in bed in supine position
Positioning in bed in a sitting position
Positioning to lie on side

Hc04 – Assisting With a Bath or Shower

HC05 – Bed Bathing
Bed bathing procedure

HC06 – Bowel Continence
Commode use
Bedpan use
Stoma care

HC07 – Eye Care
Eye irrigation
Eye swabbing
Eye drop installation
Eye ointment installation
Contact lens care
Artificial eye care

HC08 – Fluid Balance

Hc09 – Hand Hygiene
Hand washing technique
Hand rub technique

HC10 – Medicines Management
Self administration
Oral administration
Controlled drug administration
Injections
Single dose solution ampoules
Single dose powder ampoules
Multi-dose powder preparation
Sub-cutaneous injections
Intra-muscular injections
Topical administration
Trans-dermal administration
Vaginal administration
Rectal administration
• Suppository administration
• Enema administration
Pulmonary administration
• Metered dose inhaler (MDI)
• Nebuliser administration
• Oxygen administration

Other forms of medication
• Gargling medication
• Nasal drop administration
• Eye medications (See Eye Care)
• Ear drop administration

HC11 – Nutrition and Feeding an Adult
Nutritional assessment
Feeding an adult

HC12 – Observations
Height and Weight
Urinalysis
Fluid Balance
Pulse measurement
Blood pressure
Temperature
• Tympanic
• Oral
• Rectal
• Auxiliary
Respiratory
• Respirations
• Peak flow
Pulse oximetry
Blood Glucose
Electrocardiogram (ECG)
Neurological

HC13 – Oral Hygiene
Mouth care (including dentures)

HC14 – Personal Protective Equipment (PPE)
Disposable aprons
Non-sterile gloves
Sterile gloves
Masks
Goggles or face shields

HC15 – Specimen Collection
Sputum
Urine
• Male midstream sample (MSSU)
• Female midstream sample (MSSU)
• Catheter sample (CSU)
• Ileal conduit or urostomy
Faecal / stool sample
Swab collection
• Ear swab
• Eye swab
• Nose swab
• Penile swab
• Rectal swab
• Vaginal swab
• Wound swab
Venepuncture (blood sample)

HC16 – Urinary Continence
Urinal Use
Penile sheath application
Urinary catheterisation
• Male
• Female
Catheter bag emptying
Catheter removal
Bladder lavage
Catheter maintenance solution administration

GMP01 – Good Medical Practice
Providing good clinical care
Supporting self care
Decisions re access to medical care
Treatment in emergencies
Keeping up to date
Maintaining and improving performance
Doctor-patient relationship
Good communication
Children and young people
Relatives, carers and partners
Open and honest
Trust in the profession
Consent
Confidentiality
Ending a professional relationship with a patient
Working in teams
Conduct and performance of colleagues
Respect for colleagues
Arranging cover
Appointments
Sharing information with colleagues
Delegation and referral
Writing reports
Research
Financial and commercial dealings
Conflict of interest

Care Pathways
Cardiovascular disease (CVD)
Chronic obstructive pulmonary disease (COPD)
Dementia
Diabetes
Hypertension
Stroke or transient ischaemic attack (TIA)

Resources
DoH Code of Practice – Prevention and control of infections guidance
DoH Nutrition principles
DoH Preventing Falls
Essential steps – Catheter care
Essential steps – Safe clean care
GMC End of life care guide
How to hand-rub poster
How to hand wash poster
Medicine administration record (MAR)
NICE Guidance on pressure ulcers
NICE Hypertension guidelines
NICE Quick Ref Falls
No secrets – POVA
RCN Infection control checklist
Royal Pharmaceutical Society – Handling of medicines in social care
Your 5 moments for hand hygiene

Commercial

Administration
Business and Finance
ABF01 – Archiving, disposal and storing of records
ABF02 – Business continuity
ABF03 – Business plan
ABF04 – Client administration file
ABF05 – Computer, e-mail and internet usage
ABF06 – Financial administration
ABF07 – Policy management and usage
ABF08 – Policy re gifts
ABF09 – Record keeping
Communication
AC01 – Access to information
AC02 – Administration, communication and action
AC03 – Communication policy
AC04 – Covering letter – handbook issue and key worker
AC05 – Emergency communications policy
AC06 – Information pack
AC07 – Monitoring of business communications policy
AC08 – Monitoring of business performance
AC09 – Registration authority notification
Finance
AF01 – Client finance policy
AF02 – Purchasing policy
AF03 – Statement of account
AF04 – Receipt of delivered goods policy
Registration and Compliance
AR01 – Child protection policy
AR02 – Client contract
AR03 – Client guide
AR04 – Client handbook
AR05 – Hate crime policy
AR06 – Houses in multiple occupation (HMO) regulations
AR07 – Missing client policy
AR08 – Photograph policy
AR09 – Refusal to hold records
AR10 – Statement of purpose
AR11 – Witnessing of documents

Service Manual for a Professional 21st Century Butler Service
Introduction
Definition of a Butler
A Checklist of a Butler’s Clothing and Equipment
Daily Routine of Butler
Communication
Guests
Travel
Transport (Private Chauffeur)
Cleaning
Antique Furniture Care
Care of Fine Furnishings
Clothes and Shoe Care
Pet Care
Flower Arranging
Client’s File
Household Administration
Finance
Maintenance
Grounds
Entertaining
Private Secretary
Preparing and Serving Food
Setting a Table and Giving Etiquette Advice
Alcoholic Beverages
Cigars
Coffee and Tea
Identifying Luxury Brands
Wrapping Presents
Personal Safety
Health and Safety in the Home
First Aid
Food Hygiene
Home Security
Records, Check Lists and Task Sheet

Resources
DoH Catering toolkit
Industry guide to good hygiene – catering practice

Compliance

Care Quality Commission Outcomes
Involvement and Information
CQC01 – Respecting and involving clients
CQC02 – Consent to care and treatment
CQC03 – Fees
Personalised Care and Support
CQC04 – Care and welfare of clients
CQC05 – Meeting nutritional needs
CQC06 – Co-operating with other providers
Safeguarding and Safety
CQC07 – Safeguarding clients from abuse
CQC08 – Cleanliness and infection control
CQC09 – Management of medicines
CQC10 – Safety and suitability of premises
CQC11 – Safety, availability and suitability of equipment
Suitability of Staffing
CQC12 – Requirements relating to workers
CQC13 – Staffing
CQC14 – Supporting workers
Quality and Management
CQC15 – Statement of purpose
CQC16 – Assessing and monitoring the quality of service provision
CQC17 – Complaints
CQC18 – Notification of death of a client
CQC19 – Notification of death or unauthorised absence of a person who is detained or liable to be detained under the mental Health Act
CQC20 – Notification of other incidents
CQC21 – Records
Suitability of Management
CQC22 – Requirements where the service provider is an individual or a partnership
CQC23 – Requirements where the service provider is a body other than a partnership
CQC24 – Requirements relating to registered managers
CQC25 – Registered person – training
CQC26 – Financial position
CQC27 – Notifications – notice of absence
CQC28 – Notifications – notice of changes

Mock Inspection Toolkit
QCI01 – Mock inspection toolkit Introduction
QCI02 – Mock inspection toolkit involvement and information
QCI03 – Mock inspection toolkit personalised care, treatment and support
QCI04 – Mock inspection toolkit safeguarding and safety
QCI05 – Mock inspection toolkit suitability of staffing
QCI06 – Mock inspection toolkit quality and management
QCI07 – Mock inspection toolkit suitability of management
QCI08 – Mock inspection toolkit workbook involvement and information
QCI09 – Mock inspection toolkit workbook personalised care, treatment and support
QCI10 – Mock inspection toolkit workbook safeguarding and safety
CQI11 – Mock inspection toolkit workbook suitability of staffing
QCI12 – Mock inspection toolkit workbook quality and management
QCI13 – Mock inspection toolkit workbook suitability of management

Catering
C01 – Cross contamination between care and catering
CO2 – Food hygiene and food poisoning
CO3 – Personal hygiene policy
CO4 – Supply of client’s own food policy

Health and Safety
General Health and Safety
HS01 – Accident and incident reporting
HS02 – Environmental policy
HS03 – Hazard reporting policy
HS04 – Health and safety training policy
HS05 – Serious incident notification
HS06 – Slips, trips and falls
HS07 – Workplace environmental policy
Risk Assessment
HSR01 – Health and safety policy
HSR02 – Risk assessment
HSR03 – Safer places policy

Maintenance

MA01– Electrical safety
MA02 – Lifts and hoists policy
MA03 – Maintenance, communication and action form

Quality Assurance
Administration Quality Assurance
QAA01 – Administration audit and action plan
QAA02 – Administration management protocol
QAA03 – Document publication policy
QAA04 – Document version control policy
QAA05 – General management protocol policy
Care Management
QAC01 – Care audit and action plan
QAC02 – Care communication and information policy
QAC03 – Care management protocol
QAC04 – Client satisfaction survey policy
QAC05 – Fair access, diversity and inclusion policy
QAC06 – Family satisfaction survey
QAC07 – Key worker policy
QAC08 – Professional health worker satisfaction survey policy
QAC09 – Support plan review policy
Human Resources
QAH01 – Employee satisfaction survey
QAH02 – Personnel audit and action plan
QAH03 – Personnel audit protocol
QAH04 – Staff retention policy
Management
QAM01 – Action planning policy
QAM02 – Auditing policy
QAM03 – Complaints suggestions and compliments policy
QAM04 – General management protocol
QAM05 – Management and prevention of violence at work policy
QAM06 – Management meetings policy
QAM07 – Monitoring and checking policy
QAM08 – Quality and quality assurance policy
QAM09 – Quality meetings policy

Resources
CQC Essential Standards
CQC Judgement Framework
GMC Confidentiality guide
GMC Consent guide
Safer surfaces to walk on

People

Human Resources
Absence, Holidays and Sickness
HRA01 – Adoption policy
HRA02 – Annual leave policy
HRA03 – Maternity leave policy
HRA04 – Paternity leave policy
HRA05 – Public holidays
HRA06 – Sickness absence policy
HRA07 – Statutory time off policy
HRA08 – Unable to attend workplace policy
Contract of Employment
HRC01 – Casual workers
HRC02 – Changes to contract hours
HRC03 – Covering letter – issue of employee handbook
HRC04 – Employee’s appearance policy
HRC05 – Employee handbook
HRC06 – Minimum wage policy
HRC07 – Notice period policy
HRC08 – Part-time workers policy
HRC09 – Statement of main terms and conditions
HRC10 – Temporary workers policy
Equality and Disability
HRE01 – Anti-bullying policy
HRE02 – Disabled workers policy
HRE03 – Equality and diversity policy
HRE04 – Family leave policy
HRE05 – Flexible working policy
HRE06 – Harassment policy
Job Descriptions
HRJ01 – Activities Co-ordinator
HRJ02 – Administrator
HRJ03 – Carer
HRJ04 – Chef / Cook
HRJ05 – Deputy Manager
HRJ06 – Domestic / Cleaner
HRJ07 – Housekeeper
HRJ08 – Laundry
HRJ09 – Maintenance
HRJ10 – Registered Manager
HRJ11 – Registered Nurse
HRJ12 – Registered Provider
HRJ13 – Responsible (Nominated) Individual
HRJ14 – Senior Carer
Miscellaneous
HRM01 – First aid policy
HRM02 – Lone worker policy
HRM03 – Management of stress policy
HRM04 – Personnel communication and action
HRM05 – Redundancy policy
HRM06 – Retirement policy
HRM07 – Secure storage, handling, use, retention and disposal of disclosure and disclosure information
HRM08 – Smoking at work policy
HRM09 – Staff attending client record
HRM10 – Staff rota policy
HRM11 – Whistle blowing policy
HRM12 – Working time directive
Performance and Discipline
HRP01 – Absenteeism
HRP02 – Alcohol and drugs policy
HRP03 – Development appraisal
HRP04 – Discipline policy
HRP05 – Grievance policy
HRP06 – Moonlighting policy
HRP07 – Obtaining medical reports policy
HRP08 – Poor performance policy
HRP09 – Supervision policy
Recruitment, Induction and Training
HRR01 – Code of conduct for social workers
HRR02 – Criminal records bureau disclosure policy
HRR03 – Employee termination record keeping policy
HRR04 – Health and fitness questionnaire
HRR05 – induction policy
HRR06 – Recruitment of ex-offenders policy
HRR07 – Recruitment pack A (Vacancy specification)
HRR08 – Recruitment pack B (Individual applicant pack)
HRR09 – Recruitment pack C (Induction and job start)
HRR10 – Recruitment policy
HRR11 – Training event attendance record
HRR12 – Training policy

Resources
Employee working hours
GSCC Code of practice (Social Workers)
HSE Guide for employers re work related stress
HSE Guide for employees re work related stress
Induction workbook – Basic first aid
Induction workbook – Communication
Induction workbook – Confidentiality
Induction workbook – Fire awareness
Induction workbook – Food hygiene
Induction workbook – Heath and Safety
Induction workbook – Individuality and human rights
Induction workbook – Infection control
Induction workbook – Moving and handling
Induction workbook – Promoting anti-discrimination
Induction workbook – Reporting and record keeping
Induction workbook – Risk assessment
Induction workbook – Understanding abuse