Inside out’ caring – ‘The Dignity Challenge’


Quality care services to people in their own homes.
Flexible, reliable and friendly Home care services provided by experienced  professionals.




Annie’s Healthcare Services aims to provide a quality care service to people in their own homes.  This will be carried out by the delivery of personal care and associated domestic care that is constantly monitored to achieve a standard of excellence that includes the principles of good care practice.  Our goal is to be the Home Care Service of choice in the local community.



Annie’s Healthcare Services philosophy is to give people choice to be cared for at home by experienced, well trained staff that is familiar with their needs.

The service recognizes that Service User’s needs are of the utmost importance and care duties will be carried out in a manner that respects privacy and dignity. The service will study the Service User’s wishes and preferences and the care plan will be produced to reflect this in a way that maximizes the independence of the individual.


Our philosophy of care aims to promote:

  • Respect for the worth, dignity and individuality of the Individual.
  • Autonomy and independence of personal decision making, including the assumption of risk taking.
  • Choice of occupational activities, lifestyle and the maintenance of independence, including the opportunity to select from a range of options where possible.
  • Participation and integration in society in the development of plans, policies and decisions affecting the individual’s life.
  • Fulfillment of personal aspirations and abilities in all aspects of daily life, including the opportunity to develop new skills and knowledge.
  • Maintenance of privacy from unnecessary intrusion, together with the safeguarding of confidentiality.
  • Equality of opportunity and equal access to services irrespective of age, race, ethnic origin, colour, creed, religion, political affiliation, disability, health status, marital status, parenthood, gender or sexual orientation.



Annie’s Healthcare Services aims to meet the following objectives in the delivery of a quality home care service:

  • To ensure that the service is delivered flexibly, attentively and in a non discriminatory manner, whilst respecting each individual’s right to independence, privacy, dignity, and fulfillment, the right to make informed choices and take risks.
  • To ensure that the service is delivered in accordance with the agreed Care Plan/Contract.
  • To implement a programme of staff recruitment, training and personal development to ensure that the needs of the Service User(s) are met.
  • To manage the care service efficiently, making the best use of resources to maximize best value for both the commissioner and the person receiving the service.
  • To match the nominated Care Worker to the needs of the Service User and ensure that changes are made for valid reasons within the terms of the Contract.
  • To undertake risk assessments of hazards involved with the provision of service and for environmental risks identified in a Service User’s home.  To identify risks and take measures to reduce or eliminate them in accordance with the Health and Safety Policy of the organisation.
  • To provide all Service Users with written information on the organisation including a Service Users Guide, detailed care plan, daily records/logs, completed risk assessment and details of the organisation’s complaints procedure and how to use it.



Annie’s HealthCare Services provides domiciliary care to people in the community on a daily, weekly, overnight or ‘live in’ basis to older people, people with a physical or mental disability or people who are suffering from a medical condition/disease.


Personal care:

  • Assistance with dressing/undressing – getting up in the morning and
  • preparing for bed at night
  • Assistance with bathing, showering and washing
  • Assistance with skin care, washing hair and cleaning teeth
  • Assistance with bed bathing
  • Assistance with toileting and use of incontinence aids
  • Assistance with medication and health related duties (in accordance
  • with the written Care Plan)
  • Night sleepover or sitting service and day sitting services
  • Assisting with the preparation of food, shopping, cooking,
  • Washing up and menu planning.


Social care including:

  • companionship
  • letter writing, reading and managing correspondence
  • escorting to medical and social appointments
  • pet care


Domestic care including:

  • cleaning and general routine household tasks
  • shopping
  • laundry (including incontinence laundry)

All tasks carried out by Care Workers will be agreed and set out in writing in the Care Plan/Contract.



The Registered Provider and Manager is Mrs.Yasin who has a substantial background and experience in the management of care services. Mrs.Yasin has achieved her Registered Manager’s Award qualification and has up to date certificates in the mandatory subjects required in the provision of home care services.

Care Workers provided by the Company will go through an induction process to introduce them to the organisation, its philosophy of care, aims and objectives, policies and procedures.  In addition, to ensure that staffs are competent and trained to do the job they do, all Care Workers will receive training in mandatory subjects like, fire, food hygiene, fire safety, Health & Safety, moving and handling, administration of medication and cross infection at regular intervals.  Care Workers also receive specialist training in subjects to enhance their knowledge and performance.

All Care Workers have an annual appraisal interview to identify their training needs and to register them for their Level 2 and 3 Diploma in Health and Social Care in accordance with Regulation 23 of the Health and Social Care Act 2008 (Regulated activities) Regulations 2010



In accordance with the Complaints Policy of the Company, Service Users and/or their representatives who have any cause for concern or who wish to make a complaint about the service are assured that by lodging a complaint or raising a query they will experience no disadvantage or reprisal.

Annie’s Healthcare Services welcomes comments from Service Users and their representative(s) and other stakeholders in the service and uses input of this type as part of their Quality Monitoring programme.

The Company operates its Complaints Procedure in accordance with the Essential Standards of Quality and Safety (Regulation 19 of the Health and Social Care Act 2008 (Regulated activities) Regulations 2010)


Informal Complaints:

These are day-to-day issues and can usually be resolved by simple management by the Registered Manager or a Supervisor.  If the issue cannot be resolved, the matter should be dealt with as a formal complaint.


Formal Complaints:

Formal complaints will be acknowledged in writing within 2 working days.

The Company will carry out an investigation and take action within 28 days of receiving a complaint and the complainant will be notified of the outcomes of the investigation, findings and action taken within this time.  If, following this, the person making the complaint is still not satisfied, an appeal to the local registering authority – either the Local Authority or the CQC (or both) can be made.


London Borough of Redbridge
PO Box No 2
Town Hall
128-142 High Road
Ilford, Essex
Tel: 0208 554 5000


Care Quality Commission
Concerns and Complaints
Newcastle upon Tyne
Tel: 03000 616161