What you can expect from Daneswood:

• Support staff will provide you with x hours of support per week.

• This will include x hours of 1:1 time with a support worker and x hours of time for other tasks that staff need to do to support you well.

• You (or a representative) will also be able to contact a member of staff if you need to speak to someone urgently between x and y hours.  The number for this is 01934 843000

• Daneswood recognises your right to choose when you receive your support. This will be discussed at your annual reviews and agreement reached.

• We will aim to follow your service user plan at all times when we are giving you support.  Staff will work towards acknowledging the agreed times of support.  

• Daneswood recognises that you have a choice of which staff you would like to support you.  We will try to match your choice wherever we can.  Occasionally staff members are off sick, training or on annual leave and this may mean that there are times when we may have to change the person who has been arranged to work with you.

• Daneswood will get in touch with you (or a representative) immediately if your support arrangement needs are altered because of something unexpected happening.  We will then make alternative arrangements.

• Daneswood is committed to reviewing your support arrangements at regular, agreed intervals.  This review will include discussions around your current support arrangements and any changes that might be required.  You will be encouraged to invite who you want to attend your reviews.  Daneswood recognises that you (or a representative) have a right to call a review at any time.

What you (or a representative) need to do as part of this agreement:

• You will give Daneswood as much notice as possible if you (or a representative) want to re-arrange your support times.

• Ensure that your assessed Service User Contribution, if any, is paid promptly on receipt of an invoice.

• Respect the rights, privacy and dignity of other services users, staff and visitors at Daneswood.

• Not deliberately cause damage to Daneswood, its fixtures and fittings or any other place that you may visit.
   
  What happens if you are not happy?

• Daneswood will support you if you wish to complain about your service.  They will help you (or a representative) to get a copy of the Daneswood Complaints Procedure, in a format that suits your needs.  They will also tell you where else you can go to get help to complain about your service.