Charter of Rights

Service User’s Rights

The following Customer Care Charter describes the customer standards which include all that the service user can expect and how the service will be delivered so that equality and human rights issues are supported correctly.

The customer standards are based upon a set of principles that reflect recognised rights which the service user has. The main principles are Dignity, Privacy, Choice, Safety, Realising Potential, and Equality & Diversity.

• The service user’s dignity will be paramount at all times. Ringstead considers that the standards will lead to Clients enjoying a good quality of life.
• Ringstead staff will be honest and trustworthy. They will be respectful of the service user’s home at all times. The initial process of recruitment involves the use of references and police checks (CRB).
• Ringstead staff will be fully trained with the correct knowledge and skills to enable them to be competent in their role and provide the best care possible. Ringstead will aim to send the same group of staff to ensure continuity of care is provided.
• Staff will arrive on time whenever possible although unforeseen circumstances must be allowed for. On their arrival, staff will introduce themselves and will provide proof of identity if asked.
• Service users will be informed if there is to be a change of care worker / care routine or of any delays of more than 30 minutes due to unforeseen circumstances.
• Service users can expect to receive the full range of tasks that were agreed following their assessment.
• The support provided will not be rushed. The services will be provided in a caring and sensitive way.
• Support staff will keep the service user informed with the care that they are delivering at the time. The staff may also converse about other day-to-day matters if the service user so wishes.
• Ringstead insists that Service users are treated with dignity and respect. Service user will always be addressed in the manner of their choice and as individuals.
• Ringstead will create a care plan tailored to individual needs. This will respect beliefs and lifestyle.
• Safety of both the service user and staff is always paramount. Risk assessments will be completed and tasks delivered in a safe way that complies with health and safety plus hygiene legislation.
• Ringstead will always arrange the correct number of staff to be present to support service users.
• Care plans are written to enable service users to be as independent as possible. Ringstead staff will promote and empower service users to do as much as possible. The care plans will be outcome based and these will be met by Ringsead.
• At all times Ringstead staff will be understanding and will treat service users with dignity and respect.
• At all times privacy and confidentiality will be ensured.
• Ringstead staff always ensure that service users are comfortable and safe before leaving.
• Ringstead deliver person centred support that will always ensure that the staff’s attention is focused on the service user. Staff will not use mobile phones or smoke during visits.
• Whilst Ringstead strives to provide the best possible care and support, any service users with a complaint must be able to report this. This is by empowering the service users with the information needed to report complaints. Ringstead will respond within twenty-four hours to any concerns or complaints.
• Ringstead, at regular intervals, conducts Quality Assurance which involves communicating with service users to ask for views on the quality of service that is being provided.
• Customer choice is at the heart of Ringstead’s approach. The Company appreciates the need for their services to be flexible, local and developed around the diversity of individual needs. It also recognises the importance of quality, including respect for human rights principles such as dignity and personal independence in the services commissioned.

Who to Contact

The Care Quality Commission – who are responsible for the regulation of adult social and health care in England:

http://www.cqc.org.uk/contact-us · Phone: 03000 616161 · Email: enquiries@cqc.org.uk Care Quality Commission Citygate Gallowgate Newcastle upon Tyne NE1 4PA