Safe, person-centred care from the first conversation

Before accepting a care package, we will assess the person's needs, wishes, strengths, communication preferences and risks. Each person will have an individual care plan setting out:

• Their support needs, preferences and personal goals.
• How and when care will be delivered.
• Relevant physical and mental health needs.
• Medication support and safety arrangements.
• Actions required if their condition changes or a visit is delayed.
• Arrangements for reviewing their care.

We will involve the person throughout, including family members, advocates and professionals with consent or another appropriate lawful basis.

We will help people access healthcare and maintain their wellbeing through agreed support with:

• GP, dental, optical and specialist appointments.
• Relevant health checks and screening.
• Individual health plans.
• Nutrition, hydration and appropriate daily activity.
• Early reporting of physical or mental health changes.

Protecting people from abuse, neglect, discrimination and avoidable harm will be central to our service.

Our arrangements will include individual risk assessments, safeguarding procedures, infection prevention measures, safe equipment use and clear escalation processes.

Staff will be trained to recognise and report concerns, including self-neglect, exploitation and domestic abuse. We will work with safeguarding services and other agencies when necessary.

People will be encouraged to share feedback, raise concerns and make complaints without fear of disadvantage.

Our complaints procedure will explain how to contact us, how concerns will be investigated, expected response times and available escalation routes.

Support with advocacy, interpretation and accessible information will be arranged where needed.

Where suitable and agreed, digital care records, reminders and communication tools may support care delivery.

We will explain how information is used, protect confidentiality and share information securely and lawfully.