We believe Service Users have the right to:

• Live the lifestyle of their choosing.
• Be treated as an individual.
• Have their dignity respected.
• Independence, choice, and responsibility for their actions.
• Privacy and confidentiality.

All people have the right to live in a way that maximizes their potential and maintains their personal independence. If this involves a degree of risk, which you, the service user accepts, then we as providers will respect this choice and endeavor to support you as much as possible.

Everyone has the right to personal privacy within their own home. We expect our staff to be courteous to you and respect your right to privacy. In doing this we will call you by your preferred title or name.

Your Enhanced Personal Support Worker will only go into parts of your home where he or she has been given permission to do so. Your Support Worker will always respect your right to privacy and dignity when providing support to you.

He or she will respect your right to confidentiality and will only take part in personal meetings and conversations when it is necessary or when you have agreed to this.

You will only be asked for information about yourself that is essential to the delivery of support.

Our staff are trained to practice your right to privacy.

We believe service users have the right to:

• Information on the role, function and cost of any service, its aims and objectives.
• Information on how to rearrange, request additional services or cancel services.
• Receive notification in advance of any changes to the services.
• Know about the decisions made and services planned.
• Have access to written information prepared by Solus Support Services
• Confidentiality

We believe service users have the right to:

• Skilled, sensitive support from trained and experienced workers, to enable them to achieve the highest possible quality of life.
• Be informed of the training, experience and other qualifications of the support worker.
• Have support services that are culturally appropriate.

• Education qualifications in a related discipline

• Experience working with individuals with complex needs

• Excellent communication and interpersonal skills

• Undergone an extensive interview and reference check process

• Have passed a criminal reference check

The service you require should be consistent and reliable in terms of who is giving you support and also in the way and timing of how it is given. You should be notified in advance of any necessary changes to the timing of your support service and who is your Support Worker. Staff should be dressed appropriately for their task and with regard to your cultural sensitivities

We believe service users have the right to:

• Make comment about the quality of services provided and for any views to be recorded.

• Information about and access to a formal complaint’s procedure.

• Express their comments or complaints in a language or method appropriate to their needs.

If you have complaints about any aspect of the service you should, in the first instance, contact the Solus Coordinator.

• Personal Support workers are not allowed to accept gifts, gratuities or loans.

• Nor can they assist you in legal matters such as being a witness to a will.

• They are not permitted to buy you alcohol or cigarettes.

• You should not contact your support worker when they are off duty.

• Always let the Solus Support Office know if you will not be at home when your support worker is due, or if you have someone coming to visit you at the same time.