Service Users
Service Users
When a service user applies or is refer to our service, we ensure that we have as much information as possible about them as an individual
When a service user applies or is refer to our service, we ensure that we have as much information as possible about them as an individual including; by what name they like to be called?. With the person’s consent we then brief staff so that they have a basis for developing their understanding and relationship with that person and are in a position to engage in person-centred approach. Again with the person’s consent, we summarise this personal information in a marked section of their case records.
Our staffing arrangements enable staff to spend time with each service user in line with their needs and to work at their pace. In their induction training we emphasise that staff should put the individual service user at the centre of everything they do, even though they might only be having brief moment with them and build up a picture and relationship over time.
Our methods of supervision include observing staff practices with service users’ (with their knowledge and agreement) so that they can be given feedback on the quality of their engagement with their service users and whether they are treating them with dignity and respect, particularly when they are helping to lift, move and transferring
We emphasise the importance of treating service users with dignity and respect in carrying out every aspect of activity and personal care. We encourage and train staff to be always communicating with the service users in meaningful ways when carrying out personal care and to avoid being just routine and task-centred
We seek feedback from service users and relevant persons formally and informally to get their views on our service and address any concerns that they might have.
All staff including volunteers receive training in end-of-life care to make sure that they continue to treat a dying service user with dignity and respect. Staff are given support to deal with their own feelings when working with distressed service users and relatives
We provide very clear guidance and training to minimise any need for physical restraint when providing service for people whose responses might be challenging or threatening. We expect our staff to treat every service user with the same level of dignity and respect and not to discriminate between those with physical disabilities, which, if it occurred, we would treat as misconduct.
We created care plans to improve service user experience. An internal and external audit of quality services.
