The Client’s Rights
SERVE will always allow each
individual to exercise his or her full potential for personal choice of
lifestyle and opportunity.
We will ensure that each
client is consulted directly, or by use of their advocate, in decisions over
the provision, extent and timing of any care planned or the withdrawal of
Where, for reasons of mental
frailty, the client is not able to participate fully in planning care,
consideration should be nevertheless be given to his or her wishes insofar
as these are expresses and are practical.
The right of clients not to
accept into their own homes care workers with whom they are not compatible
will be upheld.
Each client will be provided
with a detailed service agreement together with information about costs and
exactly what the cost covers.
SERVE will, wherever
possible, offer advice and guidance on other sources of help and services
The client’s right to
privacy and confidentiality will be observed and respected.
Any information held by
SERVE will be made available to the client or their advocate upon request
and will only be passed to other agencies with the express wish of the
client or their advocate.
There is an agreed
Complaints Procedure in place and this will be observed by SERVE and all of
All complaints are recorded
in the client’s file together with action taken to resolve the complaint and
the final outcome.
A copy of the Complaints
Procedure will be given to each client as part of his or her contact.
There will be no
discrimination against clients on the grounds of race, nationality, religion
or beliefs, age, sex or sexual orientation. Neither will there be any
discrimination between clients who are referred by Social Services and those
who pay privately.
Clients have the right to be
involved in and comment upon a though assessment of their needs and wishes.
If a client has been
assessed through a third party the SERVE will not necessarily accept that
assessment and reserve the right to carry out their own assessment.
Operation Of The Service
Serve will recruit and
employ only appropriately skilled staff and ensure that the care worker
assigned to carry out any task is adequately trained and experienced.
The management structure
will reflect the professional standards required to provide, administer and
monitor the services provided.
SERVE will always be
objective in its advice and realistic about its ability to meet certain
The care worker assigned to
carry out a task will always be trained and experienced to perform that
Care Workers will not
administer medications or advise on medical conditions or the prescription
Special care is taken with
recruitment and selection of care workers. Two written references are
obtained and, wherever possible, one will be from a recent or past employer.
References are checked for their validity and open references are not
Routine police checks are
carried out on all SERVE employees and volunteers.
A senior manager personally interviews all potential care workers.
All care workers are
subjected to an induction course incorporating the principles and
responsibilities embodied in the Code Of Practice.
Additional training is
provided in Health & Safety, manual Handling and other relevant practices
Care workers are encouraged
to study for an appropriate NVQ
Care workers will only be
assigned to projects commensurate with their training and experience.
Consideration will always be
given to personality, temperament, skills, capabilities, knowledge and
The service provided will be
subject to regular monitoring as part of the SERVE quality assurance
Client’s satisfaction will
be monitored with the service that they receive.