Our standards, your assurance Our policies & procedures, the way we select, train and manage our staff, and our accountability are what makesour staff professional and our service safe, efficient and reliable. ContractYou will have written details of when and how we provide your service, and what you can expect. ConfidentialityWe have strict policy and codes of conduct governing how we handle your information. We do not share your information without your consent. DependableOur staff team are reliable and flexible, and fully employed by us. They will respond to your wishes. You will be treated with respect and we will value your privacy and dignity. CommunicationYou will be kept informed about your care. We can keep a relative or friend informed too, but only with your permission. MedicationOnly trained staff may handle medication, and do so in accordance with our own policy and procedure. Safety & SecurityWe assess risk as part of our service. We also have clear policies and procedures governing handling of cash, receipt of gifts and care and respect for personal property. AccessYou will know who has access to your home, and how they will do so. We will always announce ourselves when we visit, and no-one will visit when you don’t expect them to. StaffingWe maintain a robust recruitment process; staff are interviewed, references are taken and a criminal record check is carried out. We provide full training and all our staff either hold, or are training for, NVQ2 in care. We monitor our performance, and get feedback, through regular formal staff supervision. InsuranceWe are fully insured for the work we carry out. CostsOur charges are clear and transparent; you will know how much we charge for a service before you agree to it. There are no ‘hidden extras’, and charges for additional work will be agreed before that work is undertaken.