Rights & Responsibilities

Rights & Responsibilities

You have the right to:

General

To be treated fairly and with respect regardless of your personal circumstances.
To be treated and accepted as an individual and have your individual preferences respected.
To be treated with dignity, with your privacy respected.
To receive a service that is respectful of you, your beliefs, and decisions.

Participation and Service

To be involved in identifying the services most appropriate for your needs.
To choose the service(s) that best meet your assessed needs and be provided a service within the limits of the resources available.
Participate in decisions that affect you.
To receive reliable, safe, and quality service which are appropriate to your assessed needs.

Personal Information

To privacy and confidentiality of your personal information.
To access your personal information (within the legal requirement of seven years).

Communication

To be helped to understand any information you are given.
To be given a copy of Care’s Rights & Responsibilities.
To be offered written confirmation of appointments made and actions taken on your behalf.

Comments and Complaints

To be given information on how to make comments and complaints about the service you receive. (www.carefcs.org/complaints-policy)
To complain about the service you receive without fear of losing the service or being disadvantaged in anyway.
To have complaints investigated promptly, fairly and in confidence and to have appropriate steps taken to resolve issues of concern.

Your responsibilities are to:

General

To respect the rights of Care staff and clients.
To treat Care staff with respect and kindness and without abuse, discrimination, or harassment.

Care and Services

To abide by the terms set out in Care’s Rights and Responsibilities.
To ensure all information provided to Care is true and correct and that no false or misleading information is given at any time.
To acknowledge that your needs may change, and you are to communicate these changes as they affect your circumstances with regards to the service provided by Care.
To accept responsibility for your actions and choices.

Access

To provide reasonable notice if you no longer require Care’s services.

Our Commitment to our Clients - Care is a:

Free Service

Our services are free - we will not charge you any fees or ask you for money.

Client Centred Service

We aim to empower you to make your own choices and decisions and to build your capacity to manage your own financial issues. You remain the decision maker regardless of your financial circumstances.

Accessible Service

We aim to be accessible and welcoming to all people. We will try to meet your needs in the most appropriate way.

Fair and Respectful Service

We will treat you with courtesy and respect and deal with you in a fair non-discriminatory way.

Needs Appropriate Service

We will listen to you carefully so that we understand your situation. We will explain things to you clearly and check with you that you understand the information provided. We aim to provide you with a service that meets your needs. Where your needs do not fit within the ambit of the service, we will refer you to another service where possible.

Confidential Service

We provide a confidential service that respects your privacy. We will only share your information if you give us permission to do so, or if we are obliged by law or you threaten harm to yourself or others.

What We Ask of You

Let us know if you do not understand any aspect of our service provision, or if you are not clear about the process.
Provide all relevant documents and papers to enable us to work with you/on your behalf.
Maintain contact with our service and provide up to date contact details during our work together.

Feedback

We encourage you to provide feedback directly to staff or via our feedback forms about how you found our service.