Code of Confidentiality

Subject to the requirements of legislation, including the Data Protection Act, information obtained about the resident is confidential unless otherwise agreed in advance. Staff members who are put under pressure to disclose confidential information should draw this point to those exerting such pressure. Service users have the right to expect any information they or others provide will be treated confidentially, and in the event confidentiality can not be guaranteed the client must be warned of this in advance. All information on service users will be kept secure and out of reach of unauthorised persons.

Risk Taking

All service users rights are respected, and Prestwood is a non-punitive environment. There is a separate policy and procedures document for self-harmers. If any resident goes missing then the police, registration, service users social worker, and any other interested parties, will be contacted immediately. All service users carry a card with them at all times with their name and address on, or wear an S.O.S bracelet with relevant details on.

Equal Opportunities

We will provide the highest standard of care for all service users irrespective of their sexual orientation, marital status, disability, age, gender, social class, race, ethnic origin, nationality or religion. Prestwood complies fully with the requirements of the Race Relations Act 1976, the Sex Discrimination Act 1975 (as amended) and the Disabled Persons Acts 1944/1958, and seek to ensure that in all aspects of our activities individuals are not unfairly disadvantaged.

Concerns and Complaints

Principles

• All complaints will be acknowledged, recorded and treated seriously.
• Complaints will never be dismissed without investigation.
• Complaints from any source will be dealt with quickly and effectively, and feedback given to the complainant.
• Justified grievances will be promptly remedied.
• Complainants will be able to bring their complaint to Prestwood without fear of recrimination or incurring disapproval.
• If complainants are not satisfied with the outcome they, or someone on their behalf will be encouraged to take up the matter with the Care Standards Inspectorate for Wales, without prejudice.

Scope of the Policy

To deal with all complaints from service users and their advocates, from service purchasers, members of the public and staff (excluding matters of a disciplinary nature whereupon the disciplinary and grievance policy will apply).

Concerns

The service user should be helped to decide whether it is a concern they wish to raise or a formal compliant they wish to make. A concern raised may be resolved at housemeeting level. If so, the matter must be resolved for the service user by the following meeting.

Procedure: How to complain

All complaints should where appropriate, in the first instance be made either verbally or in writing to the house manager. It is the responsibility of the manager to investigate the complaint and respond to the complainant within 5 working days.

If the matter is to result in disciplinary action against that member of staff, it may take longer and if so the service user must be informed of what is happening.

NB: In certain circumstances, at the complainant's discretion, the usual method may be by-passed and the complaint may be made directly to the company directors.

Unresolved Complaints

In the event of a compliant being unresolved at this level, the matter may be brought to the attention of the relevant Care Standards Inspectorate for Wales. The company will also inform the relevant social work department.

CSIW, National Assembly for Wales, Government Buildings, Block H, Dinerth Road, Colwyn Bay. LL28 4UT.

CSIW, National Assembly for Wales, Government Buildings, Penralt, Caernarfon. LL55 1EP.

Emergencies and Crisis

Various situations can arise whilst working on shift. There is always support and help available. In most cases your manager (or manager on call if it is a weekend) is the first point of contact. In serious incidents the emergency services may need to be called.

Medical Emergency, this may be illness or an accident.

For an illness, telephone your on call manager and locate the number for the service user's own G.P.

For an accident, telephone for an ambulance, giving personal details of the casualty and their injury as well as the address or location where the accident has occurred. Only if trained to do so, give first aid. Contact the on-call manager. Details of any accident, however small, must be recorded in the accident book. If first aid is given and an ambulance was not required, the person (whether a service user or member of staff) must always be offered professional medical assistance afterwards.

Self harm, there is a separate policy for injuries sustained by self-harm.

Household Emergencies, to include problems with gas, water or electricity.

All staff should be made aware of the location of water and gas stopcocks, and distribution box/master switch in any house in which they work. If a problem arises, switch off at the mains. Telephone the manager, and you will be instructed which engineer to contact.

Fire, All staff should read the Fire Safety Policy in order to prevent fires, and the Evacuation Procedures displayed communally in each building.

In the event of fire only tackle a fire if it is safe to do so. Evacuate the building and gather at the assembly point described. Telephone the Fire Brigade and do not re-enter the building until you are told it is safe to do so. After evacuation, contact the manager.

Violent situations with a service user

Staff must read the Individual Risk Assessment on the first day of work with any service user and be aware of the potential risks and required responses when working with that individual.

Staff, must carry team mobiles at all times.

All staff will have attended training in Basic Behaviour and Non Violent Intervention. If you are unable to diffuse the situation and a threat of violence to staff continues, you should remove yourself to a safe lockable room and telephone your manager.

Environmental Policy

Prestwood Residential Homes Ltd is a Registered Home with 7 sites across the North Wales coast. We support people of all ages who have mental health problems or learning difficulties. Prestwood Residential Homes ensures that our Residents have access to high quality, value for money social care appropriate to their needs and that the Service Users, their carers or representatives are fully involved in the decisions that affect their lives.

We are committed that environmental awareness is at the forefront of the Company's mind. Prestwood Homes will promote the education and training necessary to ensure that all involved in the company are confident in their environmental responsibilities.

• We will ensure that we comply with all relevant regulations and environmental laws and follow the best practices.
• We will commit to the prevention of pollution and to minimise the impacts of our activities on the environment.
• We will commit ourselves to the continuous improvement of our environmental performance by setting objectives and targets against which our environmental performance can be measured.
• We will involve all our staff and clients in our policy and train them to ensure we can achieve our aims.
• We will continue to recycle and reuse all waste where appropriate on a weekly basis and each house will be involved in this.
• We will continue to monitor all utilities to ensure a reduction in our energy consumption throughout Prestwood in whichever way we can.
• We will develop and manage activities, which will make effective and efficient use of the land and of raw natural resources.
• We will ensure Prestwood uses only ecologically and environmentally sound suppliers to provide office supplies for the company.