Expectations
What you can expect from us
You will have the right to have your needs assessed even if we cannot directly provide the services you need. We will strive to make sure that our services are focused on improving people’s experience of support and are based on five outcomes:
1
You experience high quality support that is right for you.
2
You are fully involved in all decisions about your support needs.
3
You have confidence in the people who support you.
4
You have confidence in the organisation providing your support.
5
With the assistance and support you receive, you are in control of the way forward for you.
These outcomes are underpinned by the following five principles:
Dignity
- Your human rights are respected and promoted.
- You are respected and treated with dignity as an individual.
- You are treated fairly and do not experience discrimination.
- Your privacy is respected.
Compassion
- You experience warm, compassionate and nurturing support.
- Your support is provided by people who understand and are sensitive to my needs and my wishes.
Be Included
- You receive the right information, at the right time and in a way that you can understand.
- You are supported to make informed choices, so that you can control your way forward.
- You are included in wider decisions about the way the service is provided, and your suggestions, feedback and concerns are considered.
- You are supported to participate fully and actively in your community.
Responsive support
- Your health and social care needs are assessed and reviewed to ensure you receive the right support at the right time.
- Your support adapts when your needs, choices and decisions change.
- You experience consistency in who provides your support and in how it is provided.
- If you make a complaint it is acted on.
Wellbeing
- You are asked about your lifestyle preferences and aspirations and you are supported to achieve these.
- You are encouraged and helped to achieve your full potential.
- You are supported to make informed choices, even if this means you might be taking personal risks.
- You feel safe and you are protected from neglect, abuse or avoidable harm.
- You have the right to complain effectively using the Council’s Complaints Procedure or directly to the Care Inspectorate without fear of victimisation.
What we expect from you
We expect you to:
Tell us your needs and preferences as clearly as possible, with active support if required;
Ask for help and/or advice as soon as you need it;
Be aware of the rights of other service users and to respect the opinions of others regardless or differences in race, national or ethnic origin, colour, age, religion, gender, mental or physical disability.
Let us know quickly if we have not provided the service we promised, or if there are any other problems; and
Keep appointments which have been arranged or let your support worker know as soon as possible if you cannot attend.