• The service user’s wishes , needs and preferences will always be carried out if appropriate.
  • Staff will knock and wait before entering service users’ bedrooms.
  • When assisting with personal care / clinical procedures, these will always be done in private, for example when toieltingstaff will ensure the door to the toilet is closed, when assisting with dressing this will be undertaken “behind closed doors” or when undertakuing a nursing / clinical procedure this will be doen in a private place. When intimate personal care is requied, service users are assisted in privacy away from other service users or visitors, in a way which minimises their exposure or vulnerability i.e. using appropriate lifting equipment or care aids. Staff are aware of the need to maintain confidentiality at all times.



  • All communication with service users will be respectful.
  • Service users are called by their preferred name.
  • Open visiting is welcome and arrangements for privacy are in place.
  • Private access to a telephone is available.
  • Service users are offered a variety of activities ad entertainment.
  • Service users are able to choose and purchase their own clothes.
  • As far as possible, a service user’s preference t receive care from a male or female is respected.
  • We will understand the need for preserving each service user’s dignity especially when assisting with intimate personal care tasks



  • Service users are able to voice their views at residents / relative meetings
  • Service users and /or their relatives are consulted when planning their care.
  • Service users have a right to take risks
  • Complaints are treated with sensitivity and residents should be able to voice concerns without fear of reprisal
  • Service users give informed consent to treatment and have a right to refuse care / treatment
  • Service users are allowed to bring their own furniture and possessions of choice
  • We will understand and balance the rights and responsibilities of each service user, we will encourage them to exercise their rights while ensuring that others rights are also respected.



  • When addressing a service user, staff will ensure their behaviour is appropriuate, such as not sharing personal information in public and by supporting the service users ability to understand, which may simply mean making sure a hearing aid is in place and switched on.
  • Service users are equipped, encouraged and assisted to carry out as much as possible for themselves.
  • Where they are unable to carry out any task, active support and assistance will be provided.


  • Service users may choose the time they rise and go to bed, the time they get washed and dressed, the number of showers / baths they have and choose where they eat.
  • Service users are allowed and encouraged to choose their own general practitioner.
  • Service users are consulted when drawing up new menus.
  • We recognise the service user’s choice is fundamental to daily life in our care establishment.



  • Care staff will provide information in an understandable way, free from jargon to allow service users to make their own choices.
  • Care staff will not make assumptions about the likes and dislikes of service users. Service users are allowed to take positive risks.


Equal Opportunities

  • Equal opportunities is ensuring that equal access to all services and opportunities will be given to all people regardless of race, gender, culture, age, disability and sexuality.
  • It is paramount that we treat people fairly, we aim to please and teat service users and others with respect and kindness.



  • Service users are encouraged to fully realise their personal aims.
  • Service users are encouraged to fully realise their full potential.
  • Service users are happy and contented with their quality of life.
  • Service users are encouraged to maintain outside activities.