{{org_field_logo}}

{{org_field_name}}

---

Information for Prospective Service Users in Care Homes (Wales) Policy

Policy Statement

{{org_field_name}} will provide everyone who is interested in receiving or is referred for our services with all necessary information so that they can decide or not to use the service. We provide this information in line with the requirements of Regulation 19: Information About the Service of the Regulated Services (Service Providers and Responsible Individuals) (Wales) Regulations 2017 and statutory guidance.

Information for Prospective Service Users

Our policy is to provide detailed information to our prospective service users as follows. Our service user guide includes:

• information about our values, aims and objectives as described in our Statement of Purpose, including the ethos, culture and priorities of the service
• the full details, extent and range of our services, hours of operation and insurance cover
• the people for whom we provide a service and those whose needs we might not be able to meet
• our arrangements for welcoming and supporting people to the service through our “welcome pack”
• our staffing arrangements and the relevant qualifications and experience of everyone concerned in the running of the service
• how we respond to requests and referrals for our services, assess needs and risks, form a personal service plan from the assessments, review the care and reassess needs
• how we work with informal carers, and other agencies and professionals who might be involved in a person’s care, particularly health and social services
• how we access relevant advocacy services and other agencies or services, such as primary Healthcare Services (eg GP; dentist, optician, pharmacist, chiropodist and hospital visits)
• what transport services are available
• the policy on accommodating personal preferences, eg pets, furniture, etc
• the availability of facilities such as telephone, Wi-Fi, internet, etc television in rooms (and the use made of any surveillance methods and their purpose)
• activities in the home and access to community services and activities
• other facilities available as part of the service
• health and safety including fire safety, evacuation procedures and current infection prevention and control policies regarding Covid-19
• our key terms and conditions, including information about:
  • fees and additional fees or costs payable by the individual
  • methods of payment
  • notice of any increases in charges
  • how to terminate the service with notice periods
• our policies on listening to the people who are using our services and others involved in their care
• how individuals can access their own records
• the complaints procedure and how to make a complaint, including contact details and role of the Public Service Ombudsman for Wales, service regulator or Older Person’s Commissioner (if appropriate)
• how we check that we are providing services that meet the expectations of the people who use our services and achieve registration standards, including the results of our last annual quality assurance exercise, which includes information about our surveys of the views of service users, their carers and their families
• information on how we respond to important matters that might arise from providing a service, for example, if someone has been or thinks that they might have been abused
• information on how to contact the local office of the Care Inspectorate Wales (CIW), social services and health services
• how to access the most recent CIW inspection report and previous reports
• how to contact the responsible individual.

Our service user guide and “welcome pack” is produced in Welsh and English in easy-to-read forms and facilities are in place to translate existing versions into other languages and to produce alternative formats if required.

Training

All relevant staff are given training in the provision of information to prospective service users.

All new staff are expected to develop their skills in providing information to prospective and current service users as part of their induction training.

---

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 ©2024 {{org_field_name}}. All rights reserved