allow you to be free from intrusion or unwelcome attention

ensure our carers enter your home and rooms, only with express consent

respect your right not to have to interact with or be interrupted when, for example, you are entertaining a visitor or are otherwise engaged

respect the fact that your possessions are private and always act in accordance with the principle that we are guests in your home

respect your right to make telephone calls and carry on conversations without being overheard or observed by your carer

ensure that your care records are seen only by those with a legitimate need to know the information they contain

arrange as far as possible for the carer that assists you with bodily tasks such as bathing and toileting to be a carer of your choice and if desired, of the gender of your choice

ensure that, if asked, you are assisted with dressing and undressing

help you with make-up, manicure, hairdressing and other elements of your  appearance so that you  can present yourself as you would wish

aim to minimise any feelings of inadequacy and vulnerability which you may have, arising from disability or impairment

where restrictions  are required to protect your best interests  ensure that these are documented your Care Plan and monitored on a regular basis 

treat you with respect which reinforces your individual characteristics, addressing and introducing you to others in your preferred style, responding to any specific cultural demands and requirements you may have

maintain relationships which are warm and trusting but appropriate to the relationship between carer and client

ensure that your needs and values are respected in matters of religion, culture, race or ethnic origin, sexuality and sexual orientation, political affiliation, marital status, parenthood and disabilities or impairments

help you to participate in practices associated with your religious or spiritual beliefs and celebrate your anniversaries and festivals 

respond sensitively and appropriately to your special needs and wishes of as you prepare for, or are close to death

help you to manage for yourself where possible rather than becoming dependent on others

encourage you to take as much responsibility as possible for your own healthcare and medication

involve you fully in the planning of your own care, devising and implementing your Care Plan and managing the records of your care

work with carers, relatives and friends of clients to provide continuity of care, where possible

deliver a level of care which focuses on your  capabilities rather than any disabilities

provide a package of care that contributes to your overall personal needs and preferences

cooperate with other service providers and professionals to help to maximise your independence

ensure that care is delivered in accordance with agreed Care Plans that are regularly reviewed and amended to ensure they remain fit for purpose to ensure that person centred individual care is provided

ensure, as fully as possible, your participation in your community

delivery the highest quality of care possible on a consistent basis to improve and sustain your independence and overall quality of life

listen

before we provide services ensure that your needs and preferences are thoroughly understood and are deliverable

ensure that your Care Plan is comprehensive and incorporates your  wishes, family preferences as appropriate, environmental factors, health and safety including equipment, fire safety and other risks

frequently review your needs 

ensure that the care and support provided has the flexibility to respond to your changing needs or requirements

follow Registration and Inspection guidance on safeguarding, notifications and complaints at all times

seek feedback from you, your family and others involved in your care

undertake observations of the care you receive in a sensitive way 

trained our carers  in safeguarding procedures 

keep records on all activities and conduct audits of your records

manage the risks associated with your care effectively through risk assessments and via your Care Plan 

keep equipment we use to support your care well maintained and ensure it is properly used

ensure that our staffing levels are always adequate 

complete appropriate background checks on all carers e.g. DBS, references, employment history 

quickly identify if a carers performance drops below the required standard and be decisive when taking corrective action 

listen to your ideas on where improvement can be made to your care

train staff so that they are competent and confident to administer your medication and record their actions 

ensure that our carers follow our minimum infection control/prevention policies by observing them at your home

treat your information  with the strictest confidence and restrict its access to people on a need-to-know basis

ensure that our carers provide care with kindness, dignity, respect and compassion

respect your choices and decisions

ensure through our training and observation that your needs are respected regardless of your age, disability, gender, gender identity, race, religion or belief and sexual orientation

ensure that your Care Plan is a living document

undertake regular observations of the care that you receive and ensure that our carers are providing care in a meaningful way and avoiding a task-led approach but instead are always person-centred

involve you in your care planning. When this is not possible we will work closely with your close circle support such as  family, carers, advocates, GP’s, social workers etc whilst maintaining confidentiality

ensure that Care Plans evolve over time so that they remain relevant to your changing needs

ask the right type of questions so we can develop a greater understanding of what you  want to do for yourself and where you need support

develop a growing understanding of your interests and aspirations and where possible engage with the community to avoid social isolation

ensure that you know what to do if you are unhappy with their care you receive or have a safeguarding concern

be whole-heartedly committed to providing the highest standard of service 

continually improve the level of care that we offer

make the best use of our resources to maximise your value for money

match our carer as closely as possible with you

agree changes to the service we provide as your needs change

respect your eccentricities, personal preferences and idiosyncrasies

engage in conversation for example when you are have a meal and provide you with general companionship

ensure that help is tactfully at hand if you need or wish to engage in any activity which may place you at risk whilst maintaining your independence

help to create a physical environment which is free from unnecessary sources of danger

advise you of situations or activities which your frailty, impairment or disability is likely to put your property at risk

ensure that our carers enter and leave your home property in the agree manner

always carry out thorough risk assessments of your premises, equipment and the activities

seek feedback from you, your representatives other professionals and carers on an annual basis

share best practice amongst our team

put things right when its gone wrong or not had the desired or expected outcome