Service User Charter

At Solus Support Services, we are committed to delivering care that is safe, respectful, person-centred, and grounded in dignity and choice. Our Service User Charter outlines the rights of the individuals we support and the standards we uphold every day.

We believe every person has the right to live as independently as possible, make informed choices, and receive support that respects their individuality. Our staff are encouraged and trained to honour these rights in every interaction.

If at any time you feel our standards are not being met, please contact our Coordinator of Services so we can address your concerns promptly and effectively.

We believe service users have the right to:

  • Live the lifestyle of their choosing
  • Be treated as an individual with unique needs, preferences, and goals
  • Have their dignity respected at all times
  • Maintain independence and make informed choices
  • Enjoy privacy and confidentiality within their home

We support each person in living in a way that maximizes independence and personal potential. If exercising independence involves an element of risk that you accept, we will work with you to support that choice safely and respectfully.

Our staff will always treat you with courtesy and respect. We will use your preferred name or title, and we will only enter areas of your home with your permission.

Your Personal Support Worker will protect your privacy and dignity while providing care and will participate in personal discussions or meetings only when necessary or when you agree. You will only be asked for information essential to your support plan.

All Solus staff are trained to uphold your right to privacy at all times.

We believe service users have the right to:

  • Clear information about the services provided, including their role, purpose, and cost
  • Guidance on how to adjust, reschedule, or request additional services
  • Advance notice of any changes to scheduled services whenever possible
  • Transparency regarding decisions related to your care
  • Access to written information prepared by Solus Support Services
  • Confidentiality and secure handling of personal information

Your information will be handled in accordance with privacy legislation and Solus Support Services policies.

We believe service users have the right to:

  • Skilled, compassionate support delivered by qualified workers
  • Information about the training and qualifications of their support worker
  • Services that are culturally sensitive and respectful

All Solus Support Services staff have:

  • Education or certification in a relevant health or social care field
  • Experience supporting individuals with varying and complex needs
  • Strong interpersonal and communication skills
  • Successfully completed an extensive interview and reference check process
  • Passed a criminal reference check and all required screenings

Your services should be consistent and reliable, both in who supports you and how support is delivered. You will be notified in advance of any necessary scheduling changes or staff adjustments. Staff will always dress appropriately and respectfully.

We believe service users have the right to:

  • Share feedback about the quality of services they receive
  • Have their comments or concerns documented and addressed
  • Access a clear, formal complaints process
  • Express feedback in a manner or language that meets their needs

If you have a concern or complaint, please contact the Solus Coordinator as your first point of support.

  • Personal Support Workers are not permitted to accept gifts, gratuities, or loans.
  • PSWs cannot participate in legal matters, including witnessing wills or signing legal documents.
  • Staff are not allowed to purchase alcohol or cigarettes for service users.
  • Please do not contact your support worker when they are off duty.
  • Always inform the Solus office if you will not be home during a scheduled visit or if you have visitors arriving at the same time.