Member benefits
- Training - High quality courses that promote high standards across the care sector. Available to members at a discounted rate.
- Representation - To ensure the sector has a strong voice locally to inform commissioning of care, decision making and planning.
- Disclosure and Barring Service (DBS) - We provide an efficient and affordable counter-signatory service and provide advice on level of DBS required.
- Information/Advice - Accurate, relevant and up-to-date information service and responsive advice to members and stakeholders.
- Networking - Enable members to work together and share information locally.
- Workforce Development - Promoting the importance of investment in the development of staff and opportunities within the sector.
- Bed Vacancy Tracker - Enabling members to promote any bed vacancies they may have.
- Funding for Training - We support members to access the Workforce Development Fund (WDF).
- Liaison and Lobbying - We engage with local authorities, the Integrated Care Board (ICB) and MPs on behalf of the sector. We are a member of the Care Association Alliance which represents all local care associations in England.
Our commitments to our members:
- We will contact all new members within 14 days of joining Partners in Care for a personal one-to-one welcome conversation about their needs and how we can support them with these.
- We will contact all members four times a year for a personal one-to-one conversation about what they need and how we can help to support them.
- We will send all members a weekly E-Bulletin providing updates on local, regional and national information and events of relevance to members.
- We will respond to all member enquiries within five working days. Where we are unable to respond fully within five working days we will advise when we are likely to be able to fully respond to their enquiry.
- We will undertake an annual member survey to gain members’ feedback to ensure that Partners in Care’s offers, products and services are shaped by input from our members.
Membership Fees - Effective 1st April 2024 (All prices exclude VAT)
Membership | Basic Fee | 2024/2025 Annual rate | Total |
Care and Nursing Homes | £31.00 | £8.67 per bed | £8.67 per bed plus £31.00 basic fee |
Domiciliary Care | £31.00 | £218.00 | £249.00 |
Supported Living/Day Care Services/Extra Care | £31.00 | £218.00 | £249.00 |
Associate Membership Rate* | £31.00 | £218.00 | £249.00 |
Personal Assistant Rate | Nil | £40.00 | £40.00 |
1. Introduction
1.1 Partners in Care is committed to dealing effectively with any concerns or complaints about our services, venues or employees. We aim to clarify any issues about which people are unsure, we will apologise if we have made errors and wherever possible, we’ll put right any mistakes we may have made. We also aim to learn from our mistakes and use the information we gain to improve our services.
2. Informal resolution
2.1 If possible, we believe it’s best to deal with things straight away rather than try to sort them out later. If someone has a concern, we would encourage them to raise it with the person they’re dealing with immediately. Our staff team will try to resolve the issue there and then. If there are any lessons to learn from addressing the concern then the employee will draw them to the attention of the Chief Officer. If the member of staff can’t help, or they haven’t resolved the issue to satisfaction the formal complaint route is the next stage.
3. How to make a complaint
3.1 Please contact the Chief Officer at Partners in Care (see contact details table below to make a formal complaint). If the Chief Officer is not available at the time, make it known to a staff member that you need to talk to them as soon as possible and the Chief Officer will contact you directly at their earliest opportunity.
3.2 We request that you put your complaint in writing by email or letter to the Chief Officer.
- If you a have a formal complaint about the Chief Officer or a member of the Board of Partners in Care it should be communicated in writing to the Chair or Vice Chair. If the matter has not been resolved within 14 working days, the matter will be referred to a full Board meeting.
4. Dealing with your complaint
4.1 We will formally acknowledge formal complaints within three working days and provide details of how we intend to deal with it.
4.2 We will also ask the complainant to tell us their preferred method of communication.
4.3 Where the complainant is expressing a concern on behalf of somebody else, we will need that person’s agreement to do so.
4.4 We will deal with concerns in an open and honest way.
4.5 We will make sure that any future dealings with us do not suffer as a result of having expressed a concern or made a complaint.
4.6 If the complainant remains dissatisfied following Partners in Care’s response to a formal complaint a meeting will be arranged with the view to resolving the matter which will include a representative from either
- Shropshire Council
- Telford and Wrekin Council
Or
- an independent body
4.7 Wherever possible we would prefer it if a complaint could be made as soon as possible after the incident. This is because it’s better to look into peoples concerns while the issues are still fresh in everyone’s mind, meaning we can deal more effectively with the problem.
5. Supporting employees
5.1 Shropshire Partners in Care will support any employee identified in a complaint and it is acknowledge that this can be a stressful and anxious time. It is important for employees to be kept informed of the progress of any complaint in which they have been involved.
5.2 As soon as the Chief Officer/ line manager becomes aware that an employee has been named in a formal complaint, the employee should be offered a confidential debrief in a suitable environment. The employee should be given time to talk and be listened to. It should be explained that this is not a disciplinary investigation. The complaints process is a separate process.
5.3 If a written statement is required this will be taken by the Chief Officer or line manager from the employee within five working days of the formal complaint being received. Any employees being interviewed can be accompanied by a friend / supporter, another member of staff or a union representative if they wish to be.
5.4 Employees must be made aware when the investigation has been completed, and the findings, recommendations and any action to be taken should be relayed to them. They must also be provided with an opportunity to ask any questions they may have.
6. Learning lessons
6.1 We take concerns and complaints seriously and try to learn from any mistakes we’ve made. Our senior leadership team will review a summary of complaints made and the resolution process that follows. Our Board also considers our response to complaints annually. Where there is a need for change, we will develop an action plan setting out what we will do, who will do it and when we plan to do it by. We will also let the complainant know when changes we’ve promised have been made.
7. Contact details
Name | Role | |
David Crosby | Chief Officer | |
Stef Kay | Chair |
1. Commitment
1.1 Partners in Care is committed to encouraging equality and diversity among our workforce, and eliminating unlawful discrimination.
1.2 The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.
1.3 Partners in Care is also committed against unlawful discrimination of customers or the public.
2. Policy Purpose
- The purpose of the policy is to:
2.1.1 Provide equality, fairness and respect for all in our employment, whether temporary, part- time or full-time
- Not unlawfully discriminate because of the Equality Act 2010 protected characteristics of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, and ethnic or national origin), religion or belief, sex (gender) and sexual orientation
- Oppose and avoid all forms of unlawful discrimination. This includes in pay and benefits, terms and conditions of employment, dealing with grievances and discipline, dismissal, redundancy, leave for parents, requests for flexible working, and selection for employment, promotion, training or other developmental opportunities
- Partners in Care commits to:
2.2.1 Encourage equality and diversity in the workplace as they are good practice and make business sense
2.2.2 Creating a working environment free of bullying, harassment, victimisation and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all employees are recognised and valued.
2.2.3 Training all employees about their rights and responsibilities under the equality policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation and unlawful discrimination.
2.3 All employees should understand they, as well as their employer, can be held liable for acts of bullying, harassment, victimisation and unlawful discrimination, in the course of their employment, against fellow employees, customers, suppliers and the public.
2.4 We take seriously complaints of bullying, harassment, victimisation and unlawful discrimination by fellow employees, customers, suppliers, visitors, the public and any others in the course of the organisation’s work activities.
Such acts will be dealt with as misconduct under the Company’s grievance and/or disciplinary procedures, and any appropriate action will be taken. Particularly serious complaints could amount to gross misconduct and lead to dismissal without notice.
2.5 Further, sexual harassment may amount to both an employment rights matter and a criminal matter, such as in sexual assault allegations. In addition, harassment under the Protection from Harassment Act 1997 – which is not limited to circumstances where harassment relates to a protected characteristic – is a criminal offence.
2.6 We will make opportunities for training, development and progress available to all employees, who will be helped and encouraged to develop their full potential, so their talents and resources can be fully utilised to maximise the efficiency of the organisation.
2.7 Decisions concerning employees will be based on merit (apart from in any necessary and limited exemptions and exceptions allowed under the Equality Act)
2.8 We will review employment practices and procedures when necessary to ensure fairness, and also update them and the policy to take account of changes in the law
3. Monitoring
3.1 Our senior leadership team will monitor the make-up of the workforce regarding information such as age, gender, ethnic background, sexual orientation, religion or belief, and disability in encouraging equality and diversity, and in meeting the aims and commitments set out in the equality policy
3.2 Monitoring will also include assessing how the equality policy, and any sporting action plan, are working in practice, reviewing them annually, and considering and taking action to address any issues
3.3 The equal opportunities policy is fully supported by senior management and has been agreed with employees and the Board.
3.4 Details of Partners in Care’s grievance and disciplinary policies and procedures can be found in the staff handbook and on the O drive.
3.5 Use of the grievance and/or disciplinary procedures does not affect an employee’s right to make a claim to an employment tribunal within three months of the alleged discrimination.
Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy notice govern Partners in Care’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not continue to use our website.
The term Partners in Care or ‘us’ or ‘we’ refers to the owner of the website whose registered office is 6 The Farriers Business Centre, Annscroft, Shrewsbury SY5 8AN The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
- The content of the pages of this website is for your general information and use only. It is subject to change without notice.
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- Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. You are able to download resources as appropriate; however reproduction of these resources is prohibited.
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- Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
- From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.
The Partners in Care Bed Tracker has been designed to make the process of updating your bed availability quick and easy. You can access the Tracker via Smartphone, Tablet, laptop or PC.
To update please click on the link below which you can save to your phone or tablet for future use – click here for instructions