0141 440 1309

1. Who do Mainstay Trust Ltd provide services for?

We are generally asked to provide services for people who have learning and/or physical disabilities.  Many of the people we currently provide a service to have epilepsy, autism, sensory support needs or other presenting conditions as well as their learning or physical disability.  Our staff members are trained to support people with any specific support needs.

2. Who should I speak to if I want to organise a Community or Supported Accommodation service from Mainstay Trust Ltd?

The best person to speak to is Marion McKnight she is the Operational Service Manager who oversees both of these services, if Marion is not available then you can speak to anyone of our Service Managers: Frances Brockett, Michelle McCue or Andrea Savage.

 They will arrange to visit with you to discuss what kind of service you would like to have provided and let you know more about the service we can provide.

 You can contact any of them on our Head Office number 0141 440 1309.

 

3. How will my support be planned?

Mainstay Trust follows a person centred approach planning support this is a process of continual listening and learning. We focus on what is important to individuals now and in the future, laying out realistic achievable goals.

4. Where do Mainstay provided support services?

Mainstay only provide support services whithin the Greater Glasgow area.

5. Does Mainstay Trust provide support to children?

Mainstay Trust are registered as an Adult Services Provider, so you have to be 16 or older to access our service.

6. Can I come into the head office if I have a problem I want answered in person?

Whilst we would be more than happy to answer any queries you may have in person, it would be better for you to telephone and make an appointment to speak to someone as the managers are quite often out of the office working. If you don’t want to make an appointment then someone will be able to answer your question by phone or by email – whatever is the most convenient for you.

 

7. Who should I speak to if I want to organise a Residential service from Mainstay Trust Ltd?

Our Residential service has very limited space and at time of writing (November 2013) there were no vacancies in this service, however if you want to know more about this service the best person to speak to is Monique McCalman, she is the Operational Director with responsibility for this service.

You can contact her on our Head Office number 0141 440 1309.

 

8. Do Mainstay Trust Ltd have group activities which I can buy that don’t require me to have a staff member from their organisation?

We have a number or group activities which you can find out about in our group activity page, unfortunately at this time (November 2013) we are only able to provide group activities for people who are receiving a service from us as part of their overall service.  We are hoping to create groups that people can join in with without direct support in 2014.

9. Can I have a short break only service from Mainstay Trust Ltd?

We have a number or group activities which you can find out about in our group activity page, unfortunately at this time (November 2013) we are only able to provide group activities for people who are receiving a service from us as part of their overall service.  We could certainly work with you to create a service of this nature, we would want to know a lot about you to make sure our staff were able to support you with anything you may need.  Generally, our short break service is part of the support plan which includes our day to day support of that person.  If you are looking for a service of this nature you should be aware that you will be responsible not only for the cost of the staff member with you but also all costs incurred to go on your short break for the staff member.

10. How do I organise a trip to the caravan at Sundrum Castle?

You should speak to either the Senior Support Worker responsible for managing your support or one of our Service Managers.  We are only able to give access to this resource to people we support directly to go to the caravan, if you are receiving a service from Mainstay Trust Ltd we can include a trip to the caravan as part of your outcome based support plan and book dates to make sure the staff who support you are available to go with you.  

11. If I decide I want a service from Mainstay Trust Ltd what will it cost?

We have a fixed hourly rate for our Community and Supported Accommodation Services so for every hour that you would like a staff member to be with you the cost is £13.00. We also have a sleepover rate of £29.43 per night or an awake night rate of £113.50. We are not able to provide a sleepover only service.

We have a weekly rate for our Residential Service which is £747.00.

12. How would I pay for a service from Mainstay Trust Ltd?

We provide the service and you are billed monthly for the service you have received, based on information from our staff timesheets and rotas. There are a range of funding sources that you may access to pay for the service including:

• Independent Living Fund
• Individual Service Funds – these are personalisation budgets that are managed by the local authority and paid directly to us.
• Self Directed Support Funds – these are personalisation budgets that you manage yourself or with the support of an agency such as GCVS or GCIL.
• Own Contribution – your DLA care component or your own finances depending on circumstances.




13. How would I complain about a service provided by Mainstay Trust Ltd?

We really want to hear from you if you are not happy with the support we are providing.  The best people to speak to if you are not happy with the service you receive are the Senior Support Workers responsible for either your community or supported accommodation service.    If you are not happy with the way they manage your complaint you should contact any of our Service Managers for these services who will visit with you to discuss your concerns about the service you are receiving, we will then work with you to resolve the issues you are experiencing.  In the Residential service you should speak to the Service Manager Bernadette Ross. Ultimately, if you are still unhappy with the way things are going you can speak directly to either of our Operational Directors or write to us giving details of your concerns.

14. How would I stop my service for a short period of time and will I still be charged?

We would ask that you give us as much notice as you can to cancel a service for a day or so, this is really just to make sure that staff do not come out to provide a service to you. If you let us know 24 hours before we are able to cancel the service and you will not be billed, unfortunately if you call us on the day of the service we may have to charge for that days support if we cannot make alternative arrangements for the staff member who would be supporting you.

15. How would I completely cancel a service from Mainstay Trust Ltd?

We would ask that you give us at least a weeks notice to completely cancel your service. However, we hope that before doing this we will have had an opportunity to discuss with you why you want to cancel the service and if it is something we are doing wrong give us an opportunity to change the service to see if we can get things right for you.




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