Our intention is to make sure that people using our service have care or treatment that is personalised specifically for them. The following describes what we do to make sure that each person receives appropriate person-centred care and treatment that is based on an assessment of their needs and preferences.

We will work in partnership with the service user, make any reasonable adjustments and provide support to help them understand and make informed decisions about their care and treatment options, including the extent to which they may wish to manage these options themselves.

We will make sure that we take into account service user's capacity and ability to consent, and that either they, or a person lawfully acting on their behalf, must be involved in the planning, management and review of their care and treatment. We will work within the requirements of the Mental Capacity Act 2005, which includes the duty to consult others such as carers, families and/or advocates where appropriate.

In relation to our person-centred care, we aim to do everything reasonably practicable to make sure that people who use our service receive person-centred care as follows:

  1. We aim to ensure that our care and treatment of service users:


  • is appropriate,
  • meet their needs and
  • reflect their preferences
  • will be carried out or provided with their consent


  1. It is therefore imperative that in respect to our care and treatment, that we:


  • carry out, collaboratively with the relevant person, an assessment of the needs and preferences for care and treatment of the service user
  • design care or treatment with a view to achieving service users' preferences and ensuring their needs are met;
  • enable and support relevant persons to understand the care or treatment choices available to the service user and to discuss, with a competent health care professional or other competent person, the balance of risks and benefits involved in any particular course of treatment and/or care;
  • enable and support relevant persons to make, or participate in making, decisions relating to the service user's care or treatment to the maximum extent possible;
  • provide opportunities for relevant persons to manage the service user's care or treatment;
  • involve relevant persons in decisions relating to the way in which the regulated activity is carried on in so far as it relates to the service user's care or treatment;
  • provide relevant persons with the information they would reasonably need
  • make reasonable adjustments to enable the service user to receive their care or treatment;
  • when meeting a service user's nutritional and hydration needs, to have regard to the service user's well-being. We will assess each service user's nutritional and hydration needs to support their wellbeing and quality of life.


Our Duty of Candour

We promise our service users and people acting lawfully on their behalf, that we will be open and transparent in relation to care and treatment that we provide to our service users. When things do not go according to our plans of care and treatment, we will inform both the service user and other relevant people involved in the care and treatment of the service user about the incident, provide reasonable support and truthful information and an apology.

In pursuit of this duty we shall:

  • act in an open and transparent way with relevant persons in relation to care and treatment provided to service users
  • as soon as reasonably practicable after becoming aware that a notifiable safety incident has occurred we will notify the relevant person that the incident has occurred and provide reasonable support to the relevant person in relation to the incident. We will provide detailed, step-by-step account of the incident in a discernable manner.
  • The notification will be given personally by our Registered Manager or Nominated Individual or our Director. This notification will be a true account about the incident and its date of occurrence.
  • We will also advise you (where appropriate) and/or your legal relevant person of any further enquiries into the incident and we will also include an apology and we will ensure that the incident is securely kept as a written record.
  • We are aware that safety incidences may result in moderate or severe harm or prolonged pain or prolonged psychological harm or death and we assure you that we will advise you or your relevant person(s) about any resultant condition as notified to us by healthcare professionals.
  • A notifiable safety incident is any unintended or unexpected incident that occurred in respect of a service user during the provision of care and treatment, in the reasonable opinion of a health care professional and appears to have resulted in: i. the death of the service user, where the death relates directly to the incident rather than to the natural course of the service user's illness or underlying condition, ii. an impairment of the sensory, motor or intellectual functions of the service user which has lasted, or is likely to last, for a continuous period of at least 28 days, iii. changes to the structure of the service user's body, iv. the service user experiencing prolonged pain or prolonged psychological harm, or v. the shortening of the life expectancy of the service user; vi. requires treatment by a health care professional in order to prevent— vii. the death of the service user, or viii. any injury to the service user which, if left untreated, would lead to one or more of the outcomes mentioned above Actions in pursuit of our duty of candour: We aim to promote commitment to, and a culture of openness and honesty at all levels of our organisation including our managers and directors. The following are our policies and procedures in place to support a culture of openness and transparency: • Incidents Reporting • Observation of notifiable safety incidence (Notifications to CQC) • Involving service users and their legal representatives in the assessment and planning of care and treatment • Training of employees on incident reporting, whistle-blowing, bullying, etc • Bullying and harassment • Equal Opportunities • Whistle-blowing • Equality & Diversity • Involvement (as per Customer Charter) • Disciplinary Code – to cover breaches of the professional duty of candour • Escalation of disciplinary matters to professional regulator for registered staff We will further ensure that: • Staff members are trained to understand their individual responsibilities in relation to the duty of candour, and are supported to be open and honest with patients. Support is also provided staff who is/are involved in a notifiable safety incident. • All our staff have responsibility to adhere to that organisation's policies and procedures around duty of candour, regardless of their position within the company. • Once we are made aware that something untoward has happened, we will treat the allegation seriously, immediately consider whether this is a notifiable safety incident, notify the relevant person and take appropriate action or further investigation. • We will ensure that information in respect of our duty of candour shall only be disclosed to relevant person (whom the service user has given their express or implied consent. • In doing all this, we will treat you with respect, consideration and empathy and offer you the option of direct emotional support during the notifications, for example from a family member, a friend, a care professional or a trained advocate. • We will ensure that your are provide a written notification to the relevant person following the notification that was given in person, giving all the information that was provided in person, including an apology, as well as the results of any enquiries that have been made since the notification in person including the outcomes or results of any further enquiries and investigations. • If you or your relevant person does not wish to communicate with us regarding the incident, we will respect your wishes but we will keep a record of the incident.
  • We will ensure that any correspondence from the relevant person relating to the incident will be responded to in an appropriate and timely manner.



Further reference:

Mental Capacity Act 2005

Mental Capacity Act Code of Practice


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