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{{org_field_name}}

Registration Number: {{org_field_registration_no}}

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Service User Agreements and Termination Policy

1. Purpose

The purpose of this policy is to outline the procedures for establishing, reviewing, and terminating service user agreements in {{org_field_name}}, ensuring compliance with the Care Quality Commission (CQC) regulations, the Care Act 2014, and other relevant legislation. This policy ensures fairness, transparency, and a person-centred approach in managing service user agreements and terminations.

2. Scope

This policy applies to all staff, service users, families, advocates, and external agencies involved in the admission, agreement, and termination process within {{org_field_name}}.

This policy covers:

• The process of developing a Service User Agreement
• The rights and responsibilities of the service user and provider
• The grounds for termination of services
• The procedures for ending a service user’s agreement
• Managing disputes and appeals

3. Related Policies

• Person-Centred Care Policy (SL07)
• Dignity and Respect Policy (SL08)
• Safeguarding Adults from Abuse and Improper Treatment Policy (SL13)
• Complaints and Appeals Policy (SL14)
• Mental Capacity and Deprivation of Liberty Safeguards Policy (SL39)
• Good Governance Policy (SL04)

4. Policy Statement

{{org_field_name}} is committed to ensuring that all individuals supported by the service receive care and support in a fair, respectful, and transparent manner. This policy ensures that service user agreements are clear, legally compliant, and person-centred. Termination of services will only occur following due process and as a last resort.

5. Service User Agreement

A Service User Agreement is a formal document outlining the terms under which a person receives support from {{org_field_name}}. This document will:

• Be written in plain, accessible language.
• Detail the services provided, including support levels, staffing, and any additional services.
• Outline the responsibilities of both the service user and {{org_field_name}}.
• Clearly define fees and payment arrangements, where applicable.
• Include a section on complaints and dispute resolution.
• Specify the grounds and procedures for termination.

5.1 Developing the Agreement

• Before an agreement is signed, an initial assessment is conducted to determine the individual’s needs.
• The agreement is developed in collaboration with the service user, their family, or legal representative.
• A copy of the signed agreement will be provided to the service user and stored securely in their records.
• Any changes to the agreement must be communicated and documented.

6. Managing Service User Agreements

6.1 Reviewing Agreements

• All agreements must be reviewed at least annually or sooner if:
  • The service user’s needs change significantly.
  • A safeguarding concern is raised.
  • The service user or their family requests modifications.
  • There are financial changes affecting service provision.
• The review must involve the service user and their representative where appropriate.
• Any amendments must be signed and agreed upon by all parties.

6.2 Temporary Suspension of Services

In some cases, services may be temporarily suspended instead of terminated, such as:

• Hospital admissions
• Extended absence (e.g., visiting family)
• Temporary funding issues
• Short-term behavioural or safeguarding concerns

A suspension must be reviewed, and services should resume as soon as appropriate.

7. Grounds for Termination

Termination of a service user’s agreement may occur under the following circumstances:

• Service user request: The individual chooses to leave the service.
• Change in needs: The person’s care needs exceed what {{org_field_name}} can provide safely.
• Safeguarding concerns: Where the safety of the service user or others is at significant risk.
• Non-payment of fees: In cases where financial agreements are not met, after due process.
• Persistent non-compliance: If the individual consistently refuses necessary care, putting themselves or others at risk.
• Serious breaches of agreement: Such as aggressive behaviour towards staff or others.
• Provider decision: If {{org_field_name}} is unable to continue providing services due to operational reasons.

8. Termination Process

8.1 Notice Periods

• Service users must give and receive written notice before termination.
• A minimum of 28 days’ notice is required unless the situation requires immediate action due to safeguarding concerns.

8.2 Supporting Service Users Through Transition

• If a service user’s agreement is terminated, support will be provided to help them transition to a new provider or independent living.
• Multi-agency collaboration will be conducted to ensure continuity of care.
• Service users and families will receive written information on alternative services.

8.3 Emergency Termination

In extreme cases, services may need to be terminated immediately, such as:

• Immediate risk to life or safety
• Severe safeguarding breaches
• Legal requirements (e.g., court orders)

In such cases, an emergency meeting will be held with relevant professionals and stakeholders to agree on the next steps.

9. Appeals and Complaints

If a service user or their representative disagrees with the termination decision:

• They have the right to appeal under the Complaints Policy (SL14).
• An independent review will be conducted where necessary.
• If the dispute remains unresolved, external mediation or ombudsman services may be involved.

10. CQC Compliance

This policy aligns with the following CQC regulations:

• Regulation 9: Person-Centred Care – Ensuring agreements reflect individual needs.
• Regulation 10: Dignity and Respect – Ensuring fair and ethical termination procedures.
• Regulation 11: Need for Consent – Ensuring individuals agree to service terms.
• Regulation 12: Safe Care and Treatment – Ensuring safe transitions during termination.
• Regulation 13: Safeguarding – Protecting individuals from abuse and harm.
• Regulation 17: Good Governance – Ensuring clear documentation and accountability.

11. Policy Review

This policy will be reviewed annually, or sooner if legislative changes, CQC regulations, or operational needs require amendments.

For further guidance, contact {{org_field_registered_manager_first_name}} {{org_field_registered_manager_last_name}}, Registered Manager at {{org_field_email}}.

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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.