|
Service user Independence
As an integral part of caring for the health and well-being of service users, each service user has the right to receive a non-discriminatory service and have an equal opportunity to attain their maximum independence. Service user Personal Choices
To ensure that service users are empowered to make informed choices regarding the various services and activities, which may be offered and made available to them. All appropriate information is communicated in a manner that will be readily understood by the individual service user. This will include information about their treatment and care as well as information relating to the Mental Health Act and how this impacts upon the services offered. Staff ensure that service users are given the opportunity to, and are encouraged to, exercise their right to choose to be involved in planning their care and to pursue their own interests where this is appropriate within the care package available. The right to personal choice includes the right to choose which language information is provided in and a range of documentation is available if required in both English and other language formats. Responsible Risk Taking
In order to encourage each service user to maintain autonomy and independence as far as possible, service users should not be excluded from undertaking activities simply because there is an element of risk involved. Responsible risk taking is considered the right of the service user and an integral part of normal living. Where concerns are raised regarding the level of risk involved in a particular activity, the matter is discussed and an agreed course of action determined. Staff will involve the service user and relatives in these discussions to ensure a proper balance between taking risks and ensuring that service user safety is maintained.
Preservation of Dignity
In providing care to the service user there may be procedures that need to be carried out which, of necessity, are sensitive in nature. Great care is exercised by all staff involved in such procedures to preserve the dignity of those who are perhaps less able than they once were. In the care and treatment of female service users, this includes ensuring that the gender of carer is appropriate and is in line with the wishes of the service user.
Maintenance of Privacy
It is the right of each service user to exercise their preference for privacy. This is acknowledged and appropriate measures are implemented by staff to ensure that the service user’s privacy is respected by the service family and staff members alike.
However, there may be circumstances where this may not be possible although staff will make reference to individual care plans to ensure that service user safety is maintained at all times.
Confidentiality of Information
In the course of providing care and treatment services to service users, confidential and sensitive information regarding each service user is made available only to those staff who need to know as part of their daily duties. Staff members ensure that appropriate records are prepared and used as necessary whilst maintaining confidentiality of information in accordance with current best practice. No confidential information will be made available to any person or organisation outside the home care service unless it is legal and appropriate to do so.
All service user information is held in accordance with the Data Protection Act 1995.
Provision of Nutrition
Staff understand the need to provide a varied and appetising range of nutritious food that are well prepared and
attractively presented.
Where services are appropriately commissioned, staff are able to provide a wide range of meals to suit both the service user’s health and dietary requirements as well as taking into account each individuals personal preferences. All menus are planned in advance and have been approved as being nutritionally balanced. Staff are able to cater for service users with a range of specific dietary needs including diabetes, gluten / wheat intolerance, fat free, calorie controlled, vegetarian, vegan, Halal or Kosher.
Service user Complaints
In the event that a service user, or a relative or friend, perceives that the provision of the services provided by the company has fallen below that standard which they expect or has not delivered an identified part of the care plan programme, the opportunity is made available for the matter to be rectified through discussion. This is referred to as an “informal complaint” In the event that the matter cannot be resolved in this way, documented procedures are available for the service user to formally register the complaint. This is referred to as a “formal complaint”.
This may involve using the company complaint procedure or, alternatively, the service user may use the NHS Complaint Procedure to seek a resolution.
|
