Service Users Rights

Service Users’ rights

The aim of good quality domiciliary care must always be to promote a way of life for Service Users which permits them to enjoy, to the greatest possible extent, their rights as individual human beings.  The following rights are fundamental to our agency’s work.

Privacy – An individual’s right to privacy involves being free from intrusion or unwelcome attention.  We aim to maximise our Service Users’ privacy in the following ways.

  1. Staff will enter a Service User’s property and rooms within the property only with express consent
  2. A Service User has the right not to have to interact with or be interrupted by a worker when, for example, they are entertaining a visitor or are engaged on an intimate activity on their own account
  3. We respect the fact that a Service User’s possessions are private and always act in accordance with the principle that our workers are guests
  4. Our staff respect a Service User’s right to make telephone calls and carry on conversations without being overheard or observed by a worker
  5. We ensure that records of the service provided are seen only by those with a legitimate need to know the information they contain

Dignity – The right to dignity involves recognising the intrinsic value of people as individuals and the specific nature of each person’s particular needs.  We aim to maximise our Service Users’ dignity in the following ways.

  1. We arrange for Service User’s who require assistance with bodily tasks such as dressing, bathing and toileting to be helped as far as possible by the carer of their own choice and, if desired, of the sex of their choice
  2. We ensure, if asked, that Service Users receive the necessary assistance with dressing and maintaining their clothes
  3. We will try to provide help for Service Users with make-up, hairdressing and other elements of their appearance so that they can present themselves as they would wish
  4. We aim to minimise any feelings of inadequacy, inferiority and vulnerability which Service Users may have arising from disability
  5. We treat Service Users with the sort of respect which reinforces personhood and individual characteristics, addressing them and introducing them to others in their preferred style, responding to specific cultural demands and requirements, and aiming to maintain relationships which are warm and trusting but appropriate to the relationship of worker to Service User

Independence – Independence means having opportunities to think, plan, act and take sensibly calculated risks without continual reference to others.  We aim to maximise our Service Users’ independence in the following ways.

  1. We help Service Users to manage for themselves where possible rather than becoming totally dependent on care workers and others
  2. We encourage Service Users to take as much responsibility as possible for their own healthcare and medication
  3. We involve Service Users fully in planning their own care, devising and implementing their care plans and managing the records of care
  4. We work with carers, relatives and friends of Service Users to provide as continuous a service as is feasible
  5. We aim to create a climate in the delivery of care and to foster attitudes in those around a Service User which focus on capacities rather than on disabilities

Security – In providing services to vulnerable people, there is a difficult balance to be struck between helping them to experience as much independence as possible and making sure that they are not exposed to unnecessary hazards.  Taking care for the security of Service Users therefore means helping to provide an environment and support structure which offers sensible protection from danger and comfort and readily available assistance when required.  This should not be interpreted as a demand for a totally safe or risk-free lifestyle; taking reasonable risks can be interesting, exciting and fun, as well as necessary.  We respond to our Service Users’ need for security in the following ways.

  1. We try to make sure that help is tactfully at hand when a Service User needs or wishes to engage in any activity which places them in situations of substantial risk
  2. We hope to help to create a physical environment which is free from unnecessary sources of danger to vulnerable people or their property
  3. We always carry out thorough risk assessments in relation to premises, equipment and the activities of the Service User who is being helped
  4. Our staff will advise Service Users about situations or activities in which their disability is likely to put them or their property at risk
  5. The staff at Milford Del Support Agency Ltd is well selected, trained and briefed to provide services responsibly, professionally and with compassion and never to exploit their position to abuse a Service User

Civil Rights – We aim to help our Service Users to continue to enjoy their civil rights in the following ways.

  1. If a Service User wishes to participate in elections, we will try to access the necessary information and either provide or obtain any assistance which they need to be able to vote
  2. We want to help our Service Users make use of as wide a range as possible of public services such as libraries, education and transport
  3. We will encourage our Service Users to make full use of health services in all ways appropriate to their medical, nursing and therapeutic needs
  4. We will provide easy access for our Service Users and their friends, relatives and representatives to complain about or give feedback on our services
  5. If we can we will support our Service Users in their participating as fully and diversely as they wish in the activities of their communities through voluntary work, religious observance, involvement in associations and charitable giving

Choice – Choice consists of the opportunity to select independently from a range of options.  We will respond to our Service Users’ right to choice in the following ways.

  1. We avoid a pattern of service delivery which leads to compulsory timings for activities like getting up and going to bed
  2. We will manage and schedule our services so as to respond as far as possible to Service Users’ preferences as regards the staff with whom they feel most comfortable
  3. We respect Service Users’ eccentricities, personal preferences and idiosyncrasies
  4. We hope to cultivate an atmosphere and ethos in our service delivery which welcomes and responds to cultural diversity
  5. We encourage Service Users to exercise informed choice in their selection of the organisation and individuals who provide them with assistance

Fulfilment – Fulfilment has been defined as the opportunity to realise personal aspirations and abilities.  It recognises and responds to levels of human satisfaction separate from the physical and material, but it is difficult to generalise about fulfilment since it deals with precisely those areas of lifestyle where individuals differ from one another. We respond to Service Users’ right to fulfilment in the following ways.

  1. We try to help Service Users to participate in the broadest possible range of social and cultural activities
  2. If requested, we will assist a Service User to participate in practices associated with religious or spiritual matters, and to celebrate meaningful anniversaries and festivals
  3. We aim to respond sensitively and appropriately to the special needs and wishes of Service Users who wish to prepare for or are close to death
  4. We make particular efforts to understand and respond to the wish of any Service User to participate in minority-interest events or activities
  5. We will do everything possible to help a Service User who wants to achieve an unfulfilled task, wish or ambition before the end of his or her life

Diversity – Britain’s social care services are used by people from diverse ethnic and cultural backgrounds.  Services therefore need to be accessible. We need to make particular efforts to reach out to vulnerable people who might have been deterred from approaching agencies which appear not to relate to their special needs and aspirations, and to demonstrate that we welcome and celebrate the wide range of people in the community generally and among the users of services in particular. We respond to Service Users’ right to express their diversity in the following ways.

  1. Positively communicating to our Service Users that their diverse backgrounds enhance the life of the community
  2. Respecting the ethnic, cultural and religious practices of Service Users
  3. Outlawing negatively discriminating behaviour by staff and others
  4. Accommodating individual differences without censure
  5. Helping Service Users to celebrate events, anniversaries and festivals which are important to them