Clients will be regularly contacted, separate from their dealings with contractors, to ensure that the client is happy with the service being provided and that there are no red-flags with regard to any of the contractors.
Protecting the clients, especially those who are vulnerable, is of paramount performance and these checks, conducted with the clients, and family members where appropriate are a key pillar of our service agenda. And contractor found in breach of our terms of care will be immediately terminated and where appropriate may be reported to authorities and in extreme cases, the police will be informed.
While we strongly believe in this policy, we believe that our training procedures and procedures on checking performance and client happiness will mean that we will prevent any situation from escalating to the point where the escalation will be necessary. By maintaining good communication with our clients we ensure that their level of care is of the highest standard that they deserve.
However, in the event that the situations arise we will not hesitate to protect our clients and maintain our standard of care and commitment to the clients. Records will be kept of all contact with the client and their responses to ensure a trackable, specific, detailed account is available if required.
Feedback and assessments from clients will be used to ensure that training methods are maintained, and improved where required, to ensure that the highest level of care is always maintained. Any staff requiring further training in aspects of their responsibilities will be trained in accordance with their specific needs.