Customer Care Charter

Customer Care Charter for Care Services in Perth

Care Services Perth Limited realises the importance of delivering a professional high-quality service of care to their Clients.

The following Customer Care Charter describes the customer standards which include all that the Client can expect and how the service will be delivered so that equality and human rights issues are supported correctly.

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Our values

Linked to our vision are our values. We have developed three core values that are reflected in how we make decisions, deliver care, work together and develop the company in the future. These are:

Commitment – to excellent service
Professionalism – at all times
Respect – for all we care for and work with

Our care standards

The customer standards are based upon a set of principles that reflect recognised rights which the Clients have. The main principles are: Dignity, Privacy, Choice, Safety, Realising Potential, and Equality & Diversity.

The Client’s dignity will be paramount at all times. Care Services Perth Limited considers that the standards will lead to Clients enjoying as good a quality of life as is possible.
Care Services Perth Limited staff will be honest and trustworthy. They will be respectful of the Client’s home at all times. The initial process of recruitment involves the use of references and police checks (Disclosure Scotland).
Care Services Perth Limited staff will be fully trained with the correct knowledge and skills to enable them to be competent in their role and provide the best care possible. Care Services Perth Limited will aim to send the same group of staff to ensure continuity of care is provided.
Staff will arrive on time whenever possible although unforeseen circumstances must be allowed for. On their arrival, staff will introduce themselves and will provide proof of identity if asked.
Clients can expect to receive the full range of tasks that were agreed following their assessment.
The support provided will not be rushed. The services will be provided in a caring and sensitive way.
Support staff will keep the Client informed with the care that they are delivering at the time. The staff may also converse about other day-to-day matters if the Client so wishes.
Care Services Perth Limited insists that Clients are treated with dignity and respect. Clients will always be addressed in the manner of their choice and as individuals.
Safety of both the Client and Carers is paramount at all times. Tasks will be delivered in a safe way that complies with health and safety plus hygiene legislation.
Care Services Perth Limited will endeavour to always arrange the correct number of staff to be present to support Clients.
Care plans are written to enable Clients to be as independent as possible. Care Services Perth Limited staff will promote and empower Clients to do as much as possible. The care plans will be outcome based and these will be met by Care Services Perth Limited.
At all times Care Services Perth Limited staff will be understanding and will treat Clients with dignity and respect.
At all times privacy and confidentiality will be ensured.
Care Services Perth Limited always ensure that Clients are comfortable and safe before staff leave.
Care Services Perth Limited deliver person centred support that will always ensure that the staff’s attention is focused on the Client. Staff will not smoke, any use of mobile phone is work related during visits.
Whilst Care Services Perth Limited strives to provide the best possible care and support, any Clients with a complaint must be able to report this. This is by empowering the Clients with the information needed to report complaints. Care Services Perth Limited will respond within twenty four hours to any concerns or complaints.
Care Services Perth Limited, at regular intervals, conducts Quality Assurance which involves communicating with Clients to ask for views on the quality of service that is being provided.
We will respect your beliefs and lifestyle.
We will ensure that you have our office contact numbers and out of hours emergency number.

Customer choice is at the heart of Care Services Perth Limited’s approach. The Company appreciates the need for their services to be flexible, local and developed around the diversity of individual needs. It also recognises the importance of quality, including respect for human rights principles such as dignity and personal independence in the services commissioned.

In addition to this, we adhere to the Scottish Social Services Council (SSSC) Code of Practice on “duty of candour” legislation at all times.

Customer Care Charter