Aims and Objectives

At Neffy Care Services Limited, our aim is to provide high-quality, person-centred domiciliary care that enables individuals to live independently, safely, and with dignity in their own homes.

We are committed to:

• Delivering compassionate, professional care tailored to each individual’s needs.
• Promoting independence, choice, and respect for all service users.
• Ensuring the safety, wellbeing, and privacy of every person we support.
• Recruiting, training, and supporting caring, competent staff who share our values.
• Complying with all statutory requirements and the CQC’s Fundamental Standards.
• Working in partnership with families, healthcare professionals, and local authorities to achieve the best outcomes for our clients.

Our values — Dignity, Independence, Support — guide everything we do.

 

Services Provided

We provide a wide range of domiciliary (home care) services, including:

• Personal care (washing, dressing, grooming)
• Medication support and monitoring
• Meal preparation and nutritional assistance
• Companionship and emotional support
• Light domestic support (cleaning, laundry, shopping)
• Respite care for family carers
• Support with appointments and community engagement

All care is tailored to meet individual needs through detailed, person-centred care plans.

 

Service User Groups

We provide care and support to:

• Adults aged 18 and over
• Older adults (65+)
• Individuals with physical disabilities
• People with learning disabilities or sensory impairments
• Individuals with long-term health conditions
• People with mental health needs (low-level, non-nursing)

Our care is inclusive, respectful, and culturally sensitive.

 

Location of Services

Our care and support are provided in service users’ own homes within East London and surrounding boroughs.
We do not provide residential or nursing accommodation.

 

The CQC Regulated Activity

Regulated Activity: Personal Care
This includes assistance with washing, dressing, eating, mobility, and other aspects of daily living for individuals who need support due to age, illness, or disability.

 

Philosophy of Care

Our philosophy is built on respect, compassion, and empowerment.
We believe that everyone has the right to:

• Be treated with dignity and respect.
• Have their privacy and independence valued.
• Be actively involved in decisions about their care.
• Receive care that promotes wellbeing, comfort, and safety.

We aim to create a supportive environment where clients feel safe, valued, and listened to.

 

Staffing and Training

We employ a team of trained, vetted, and compassionate carers.
All staff undergo:

• Enhanced DBS checks
• Full induction and shadowing
• Mandatory training (safeguarding, infection control, first aid, medication, manual handling, GDPR)
• Ongoing professional development and supervision

We maintain a culture of learning and continuous improvement to ensure high-quality care delivery.

 

Quality Assurance

We are committed to maintaining high standards through:

• Regular audits and spot checks
• Client and family feedback
• Annual quality surveys
• Incident and complaint reviews
• Continuous improvement planning

All findings are reviewed by the management team to enhance service delivery.

 

Statement Review

This Statement of Purpose will be reviewed annually, or sooner if there are significant changes to the service, management, or legal requirements.

Last updated: October 2026

 

 

Service User Guide

Welcome to Neffy Care Services Limited

 

Dignity | Independence | Support

 

Welcome

Welcome to Neffy Care Services Limited.
We’re delighted to have the opportunity to support you.

Our aim is to help you live comfortably, confidently, and independently in your own home, while receiving the care and support that best meets your needs.

We understand that inviting carers into your home is a big decision. That’s why we promise to provide care that is respectful, safe, and centred around you — your choices, your routines, and your wellbeing.

About Us

 

Neffy Care Services Limited is a registered domiciliary care provider based in East London.
We are regulated by the Care Quality Commission (CQC) and meet the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.

Our services are built on compassion, professionalism, and trust — ensuring that every person we care for feels valued, respected, and supported.

 

Our Mission

To provide exceptional, person-centred home care that promotes dignity, independence, and support, helping individuals live safely and happily at home.

 

Our Services

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

• Personal care (washing, dressing, grooming)
• Medication support and reminders
• Meal preparation and nutrition
• Companionship and emotional support
• Light housekeeping and shopping assistance
• Respite care for family carers
• Support with community access and appointments

Your care plan will be individually designed to meet your specific needs and preferences.

 

Our Staff

Our carers are carefully selected for their compassion, professionalism, and commitment to quality.
Every member of our team:

• Undergoes a thorough recruitment process, including enhanced DBS checks
• Completes full induction and ongoing training
• Works under the supervision of experienced management
• Treats all clients with dignity, respect, and kindness

We value continuity, so we’ll always try to make sure you see familiar faces who understand your needs.

 

Your Care Plan

Before your care begins, we’ll carry out a care assessment to understand your needs, preferences, and goals.
We’ll then create a personalised care plan, which details the support we’ll provide and when.

Your care plan will be regularly reviewed — and you (and your family, if you wish) will be fully involved in any updates or changes.

 

Communication and Feedback

We value open communication.
If you have any questions, suggestions, or concerns, please talk to your carer or contact our office.

We regularly seek feedback to help us improve. Your opinions really do matter to us.

 

Your Rights

When you receive care from Neffy Care Services Limited, you have the right to:

• Be treated with dignity, kindness, and respect
• Be fully involved in decisions about your care
• Have your privacy protected and your information kept confidential
• Receive care that is safe, consistent, and reliable
• Complain or raise concerns without fear of reprisal

 

Complaints and Compliments

If you ever feel unhappy about any part of our service, please tell us.
We take all complaints seriously and will resolve them quickly and fairly.

How to complain:

• Speak to your carer, care coordinator, or manager
• Call or email our office
• Write to:

Neffy Care Services Limited
Info@neffycare.org.uk

If you’re not satisfied with our response, you can contact:
Care Quality Commission (CQC)
03000 616161
www.cqc.org.uk

We also welcome compliments and positive feedback  it helps us recognise and thank our dedicated team.

 

Confidentiality and Data Protection

All personal information is handled confidentially in accordance with UK GDPR and our Privacy Policy.
We only share information with others involved in your care and always with your consent, unless legally required.

 

Safeguarding

Your safety is our priority.
If we ever have concerns about your wellbeing, our staff are trained to act quickly in line with safeguarding laws and local authority procedures to keep you safe.

 

Contact Us

Neffy Care Services Limited
London
Info@neffycare.org.uk

Office hours: Monday – Friday, 9:00am – 5:00pm
Emergency on-call service available 24/7

 

Review of This Guide

This Service User Guide will be reviewed annually or whenever there are changes to services or regulations.

Last updated: October 2026

 

Complaints Policy & Procedure

We listen. We care. We take action.

 

At Neffy Care Services Limited, we aim to provide the highest standard of care and support at all times.
However, we understand that sometimes things may not go as expected — and when that happens, we want to know about it so we can put it right.

Your feedback helps us to improve and ensures that every person receives safe, respectful, and high-quality care.

 

Our Promise

We promise to:

• Listen carefully to your concerns
• Take your complaint seriously
• Investigate it quickly and fairly
• Keep you informed throughout the process
• Use what we learn to improve our services

You can raise a concern or make a complaint without fear — your care will never be affected because you speak up.

 

 How to Make a Complaint

You can share your complaint in any way that feels comfortable for you:

Talk to us in person
Speak to your carer, team leader, or manager. Most issues can be resolved straight away.

Call or email us
Email: Info@neffycare.org.uk

You can also ask a friend, family member, or advocate to make a complaint on your behalf if you wish.

 

What Happens Next

When you make a complaint, we will:

• Acknowledge your complaint within 3 working days
• Investigate the issue thoroughly
• Respond with our findings and any actions taken within 20 working days
• Keep you informed if we need more time to complete the investigation

If you’re not happy with the outcome, you can ask for a review by a senior manager.

 

If You’re Still Not Satisfied

If your complaint hasn’t been resolved to your satisfaction, you can contact the Care Quality Commission (CQC) — our independent regulator.

Care Quality Commission (CQC)
03000 616161
enquiries@cqc.org.uk
www.cqc.org.uk

You can also contact your Local Authority Adult Social Care Team if they help fund your care.

 

Compliments and Suggestions

We also love hearing when things go well!
If you’d like to share positive feedback or suggestions, please email us at Info@neffycare.org.uk — it helps us celebrate and recognise our caring team.

 

Review of This Policy

This policy will be reviewed each year or sooner if regulations or guidance change.

Last updated: October 2026

 

 

 

Safeguarding Adults Policy

Keeping you safe is our top priority

 

At Neffy Care Services Limited, we believe that everyone has the right to live free from abuse, neglect, and harm.
We take safeguarding very seriously and are fully committed to protecting the safety, dignity, and wellbeing of every person we care for.

We follow strict safeguarding procedures in line with the Care Act 2014, Local Authority Safeguarding Adults Board guidance, and CQC Fundamental Standards.

 

Our Commitment

We promise to:

• Protect adults at risk from all forms of abuse or neglect
• Train all staff to recognise, report, and respond to safeguarding concerns
• Act quickly and appropriately when concerns are raised
• Work closely with local authorities, health professionals, and families to ensure safety
• Always put the person’s welfare first

 

What Is Safeguarding?

Safeguarding means protecting an adult’s right to live in safety, free from abuse and neglect.
An “adult at risk” is someone aged 18 or over who may need care or support and could be unable to protect themselves from harm.

 

Types of Abuse We Look Out For

Our staff are trained to recognise and report all forms of abuse, including:

• Physical abuse: hitting, pushing, or misuse of medication
• Emotional or psychological abuse: bullying, threats, or controlling behaviour
• Financial abuse: stealing, fraud, or pressure to give money
• Sexual abuse: any unwanted sexual activity or contact
• Neglect: not meeting basic needs such as food, warmth, or hygiene
• Discriminatory abuse: unfair treatment based on race, gender, religion, disability, or age
• Organisational abuse: poor care practices within a service setting
• Self-neglect: when someone fails to look after their own health or wellbeing

 

How to Report a Concern

If you ever feel unsafe or are worried about someone receiving our care, please tell us immediately.

You can report concerns to:
Email: Info@neffycare.org.uk

You can also speak directly to your carer, care coordinator, or manager — we will always listen and take you seriously.

If you believe someone is in immediate danger, call 999.

 

What We Do When a Concern Is Raised

When we receive a safeguarding concern, we will:

• Take immediate steps to make sure the person is safe
• Report the concern to the Local Authority Safeguarding Adults Team
• Notify the CQC if required
• Work with other professionals (GPs, social workers, police) to investigate
• Keep the individual informed and supported throughout the process

We record every concern in line with our safeguarding policy and data protection laws.

 

Staff Training

All staff at Neffy Care Services Limited receive mandatory Safeguarding Adults training as part of their induction and regular refresher sessions.
They are trained to:

• Recognise signs of abuse or neglect
• Know how and when to report concerns
• Maintain confidentiality
• Provide care in a way that promotes safety, respect, and independence

 

Working Together

We work closely with:

• Local Authority Safeguarding Adults Boards
• The Care Quality Commission (CQC)
• NHS professionals and GPs
• Families and advocates

Safeguarding is everyone’s responsibility, and we encourage all staff, clients, and families to speak up if something doesn’t feel right.

 

External Contacts

Local Authority Safeguarding Adults Team:
[Insert your Local Authority contact details – e.g., Newham, Tower Hamlets, Barking & Dagenham etc.]

Care Quality Commission (CQC):
03000 616161
www.cqc.org.uk

Police (in emergencies): Call 999

 

Confidentiality

All safeguarding concerns are treated with sensitivity and confidentiality.
Information is only shared on a need-to-know basis to protect the person at risk.

 

Policy Review

This policy will be reviewed annually or sooner if regulations or guidance change.

Last updated: October 2026

 

 

 

 

Our Commitment

We are committed to:

• Supporting clients to take medication safely and independently wherever possible
• Providing clear information and guidance to individuals and families about their medicines
• Ensuring our staff are fully trained and competent in medication administration
• Recording and monitoring all medication activity accurately
• Working closely with healthcare professionals, pharmacists, and GPs to maintain safety and accuracy

 

Levels of Support We Provide

Medication support is always tailored to each person’s needs and preferences. Depending on the care plan, we may:

• Prompt or remind clients to take their own medication
• Assist clients to open packaging, prepare medication, or administer topical creams
• Administer medication directly, where assessed and agreed in the care plan
• Record and monitor medication on a Medication Administration Record (MAR)

All support is risk-assessed and reviewed regularly to ensure safety and appropriateness.