HCS117-Service Information for People Receiving Home Care Policy

Registration Number: {{org_field_registration_no}}

Service Information for People Receiving Home Care Policy

1. Purpose

The purpose of this policy is to ensure that people we support and their families receive clear, transparent, and comprehensive information about the services provided by {{org_field_name}}. This policy ensures compliance with Care Inspectorate Scotland regulations, Health and Social Care Standards (Scotland) 2018, and Scottish Social Services Council (SSSC) Codes of Practice, ensuring individuals can make informed choices about their care and support.

2. Scope

This policy applies to all staff, care workers, management, and agency personnel involved in delivering or coordinating home care services at {{org_field_name}}. It covers:

Providing accessible and clear service information to people receiving care and their families.
Ensuring people we support understand their rights, responsibilities, and available support options.
Outlining how and when service information is provided.
Managing changes to service information and keeping individuals informed.
Ensuring compliance with legal and regulatory requirements.

3. Related Policies

Person-Centred Care Planning Policy
Complaints and Feedback Policy
Safeguarding Adults and Children Policy
Equality, Diversity, and Inclusion Policy
Confidentiality and Data Protection Policy
Dignity and Respect Policy

4. Legal and Regulatory Compliance

{{org_field_name}} ensures compliance with the following legislation and regulatory standards:

Health and Social Care Standards (Scotland) 2018 – Ensuring individuals are informed about their care options.
Care Inspectorate Scotland Guidance – Ensuring clear communication of service information.
Scottish Social Services Council (SSSC) Codes of Practice – Promoting professional and ethical service provision.
Adults with Incapacity (Scotland) Act 2000 – Ensuring appropriate decision-making support for individuals.
The Equality Act 2010 – Ensuring accessibility and non-discriminatory service information.
The Data Protection Act 2018 (UK GDPR) – Protecting personal information provided to individuals receiving care.

5. Providing Service Information to People Receiving Home Care

5.1. Key Information Provided

Each individual receiving care from {{org_field_name}} will be given a comprehensive Service Information Pack, which includes:

A welcome letter explaining our services, mission, and values.
A detailed breakdown of care services provided, including frequency and duration.
Information on care planning, risk assessments, and personal preferences.
Staff roles and responsibilities, including how care workers are selected and trained.
How to contact management and emergency contacts.
Procedures for making complaints, providing feedback, and raising concerns.
Information on confidentiality, privacy, and data protection rights.

5.2. Accessibility of Information

All service information will be provided in clear, jargon-free language.
Alternative formats will be available, including large print, Braille, audio, and translated documents.
Interpreting and sign language support will be provided where required.
Service users will be given an opportunity to ask questions and clarify information before care begins.

6. Informing People About Their Rights and Responsibilities

6.1. Rights of People Receiving Care

To receive safe, high-quality, and person-centred care.
To be treated with dignity, respect, and confidentiality.
To be involved in all decisions about their care and support.
To access information about care plans, services, and reviews.
To provide feedback or make complaints without fear of retaliation.

6.2. Responsibilities of People Receiving Care

To treat care staff with respect and kindness.
To provide accurate information about their health and care needs.
To inform staff of any changes in their circumstances that may affect care delivery.
To adhere to care agreements and communicate any concerns promptly.

7. Managing Changes to Service Information

7.1. Keeping People Informed of Service Updates

Any changes to services will be communicated promptly via letter, email, or verbal communication.
People receiving care will be consulted about changes to their care plans before implementation.
Advance notice will be given for any alterations in care schedules or staffing arrangements.
An updated Service Information Pack will be provided whenever significant changes occur.

7.2. Emergency Changes to Services

In urgent cases (e.g., staff shortages, emergencies, or severe weather), service users will be informed as soon as possible.
Alternative care arrangements will be made where necessary to ensure continuity of service.
Emergency contact details for support during disruptions will be provided.

8. Training and Staff Responsibilities

8.1. Staff Training on Providing Service Information

All staff will be trained to communicate service information clearly and effectively.
Staff must ensure that people receiving care fully understand their rights and available services.
Training will include how to support individuals with additional communication needs.

8.2. Staff Responsibilities

Care staff must provide and explain service information to individuals during initial assessments.
Ensure that all service information is up to date and aligned with Care Inspectorate Scotland regulations.
Report any concerns about an individual’s understanding of their care package to management.

9. Complaints, Feedback, and Continuous Improvement

9.1. Handling Complaints and Feedback

People receiving care can submit complaints or feedback via phone, email, or written form.
Complaints will be acknowledged within 3 working days and resolved in line with the Complaints and Feedback Policy.
Regular satisfaction surveys will be conducted to gather feedback on service information and overall care experience.

9.2. Improving Service Information

Feedback from people receiving care will be reviewed regularly to identify areas for improvement.
Updates will be made to the Service Information Pack as required, and changes will be communicated to all service users.
Lessons learned from complaints and feedback will be incorporated into service training and procedures.

10. Policy Review

This policy will be reviewed annually or sooner if required due to legislative updates, Care Inspectorate feedback, or operational needs. Any amendments will be communicated to all staff and people receiving care.

Responsible Person: {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}
Reviewed on: {{last_update_date}}
Next Review Date: {{next_review_date}}
Copyright © {{current_year}} – {{org_field_name}}. All rights reserved.