The aim of a good quality care service must always be to promote a way of life for individuals who use our services which permits them to enjoy, to the greatest possible extent, their rights as individual human beings.

The following rights are fundamental to us.

Dignity and Respect

Individuals who use our services have the right to be treated with dignity and respect. The right to dignity recognises the intrinsic value of people as individuals and the specific nature of each person’s particular needs. We will treat people with the same respect we would want for ourselves or a member of our family.

 

Privacy

The right of individuals to be left alone or undisturbed and free from intrusion or public attention into their affairs.

Personal Choice

Individuals will be encouraged to exercise their full potential for making personal choices related to care, support, and lifestyles.

Confidentiality

The right to confidentiality will be maintained and safeguarded. Information kept about our clients, their families and carers will be made available to them on request, in compliance with data protection legislation and will only be given to other agencies as required by law, or in exceptional circumstances to prevent harm to anyone using our service or members of the public.

Independence

Anyone using our service will be supported to maintain independence. Services are aimed at maximising the individual’s capacity for self-care and mobility.

Communication

Individuals using our services have the right to be listened to and be fully informed on all aspects of their care and support.

 Risk Taking and Personal Responsibility

People using our services are entitled to make decisions about their daily lives and activities. This may, from time to time, result in a conflict between ensuring safety and maximising independence, we will work with people to support their decisions to take reasonable risks.

Data Protection and Human Rights

We will store all information in a safe and secure place. No information about anyone using our services will be shared without their or their representative’s knowledge or approval unless to do so would cause harm.

Equal Opportunities

We ensure that we comply with the legal requirements under the Equality Act 2010 and various other equality legislation requirements and are committed to operating our services in a way that is fair and appropriate. We will take positive steps to ensure equal opportunities in employment and equal access to our services to avoid unlawful discrimination in employment and against our clients, irrespective of age, disability, gender reassignment, marriage and civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

Safeguarding

We place a high priority on keeping our clients safe. We work on the principle that it is the right of vulnerable individuals to be kept safe from all forms of abuse/harm and therefore recognise that we must always protect individuals using our services and identify and deal with specific instances of abuse/harm if they occur, following the required procedures and best practice guidance.

Complaints, Concerns and Compliments

Even with the most conscientious and responsive care, it is inevitable that we will not please everyone all the time. Comments and complaints will be listened to and acted on effectively and individuals will not be discriminated against for making a complaint.

Quality Assurance

We are committed to ensuring that there is continual evaluation and review to maintain, monitor and improve governance and auditing practice.

Through our quality assurance processes, we will monitor your care, audit our processes and act on feedback received.

Staff Profile

We place prime importance on employing staff that are fit for the job, have appropriate qualifications, skills, and experience to ensure the health and welfare needs of clients are met.

We ensure that all staff have an induction in line with the Skills for Care, care certificate, are properly trained and have adequate supervision and regular appraisal. We endeavour to ensure that service users have confidence in their staff members and that their service can be relied upon to provide the best quality of care.

Local Advocacy Services

We will make service users aware of local advocacy and other relevant services available in the locality as required and support their access to these services.