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Service Users Charter

Using our in-house trainer we ensure all of our staff are trained to a high level.

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We will support you with the care you require for as long as you wish to stay in your own home.

We recognise your right as a person to:

  • Privacy

  • Dignity

  • Freedom of choice

  • Personal safety

  • Control over what happens in your own home

 

We will ensure that any work undertaken in your home will be:

  • Agreed by yourself

  • Involve as necessary your other carers

  • Changed at your request

  • Be undertaken in a friendly and efficient manner.

 

We believe you have the right to:

  • An explanation of the service we can offer

  • Help and advice on any other services that may assist you

  • Choose the service you want

  • Have any information you give us held in confidence and not to disclose to anyone else without your permission

  • Know that any information held on our computers about you is done so in accordance with the Data Protection Act 1984, and is made readily available at your request.

  • Be involved in a full assessment of your care needs

  • Receive the highest quality care and professionalism from all our staff.

  • Expect that all our carers have been properly vetted and trained before being introduced to our service users.

  • Complain about any aspect of our service in accordance with our complaints procedures.

 

In return, we would ask that you:

  • Treat your carer as you would wish to be treated

  • Tell us if you are unhappy with any aspect of our service

  • Give as much notice as possible to any change to your care requirements

  • Settle your account within the terms of your contract

 

Quality of Service:

The following features will give you the confidence that every time your book with Spire Homecare, you can rest assured that you will be receiving the highest quality of service and integrity from our friendly and helpful staff.

 

Training:

Spire Homecare ensures that all our carers are thoroughly trained. They know that our service users’ dignity and independence are

important to us.

 

Supervision:

You will meet our manager in person from your initial assessment and from time to time as they call in at your home. We like to regularly monitor our quality of care and this also allows us to ensure that our service users are also happy with our standards of care.

 

Focus:

At Spire Homecare, our sole purpose is to allow you to live as independently as possible in your own home.

 

Individual Care:

Following your initial enquiry our experienced team manager will call you at home. It is through face-to-face discussion that we can ascertain your needs and provide the level of care that you require.

 

Confidentiality:

All our Service Users’ personal information is treated in the strictest of confidence.

 

Complaints Procedure:

We encourage our Service Users’ to use our established complaints procedure.