Service User Charter

This Charter is a mark that distinguishes us and assures service users that our office staff and carers representing us conduct themselves in a highly professional and caring manner and think quality at all times hence our slogan ‘your comfort our satisfaction’. All personnel and staff are issued copies of this charter, which we herein reproduce:

    • Your dignity will be most respected.
    • Your needs will be met based on a consultative assessment of your individual circumstance.
    • You will be provided with a high calibre professional staff.
    • You have the unreserved right to be provided the type of service you receive, the duration, extent and timing of service.
    • You will receive a high quality of service from our dedicated staff.
    • You have the absolute say in choosing the gender of carers we supply to you subject to the Sexual Discrimination ACT.
    • You also have the right to tell who you will, or will not, have in your home.
    • We will recognise the concerns and rights of your next of kin in relation to the services we provide to you.
    • You have the right to complain about the services we provide to you. A complaint form is attached to this pack. All complaints will be dealt with at the highest level of Explora Haven. The receipt of a complaint will in no way jeopardise the quality of our services to you.
    • Any information you supply to us is protected under the Data Protection Act 1998. All information is therefore strictly confidential. If we, however, have to consult with a third party, eg. Doctor or district nurse concerning your requirements, we will endeavour to seek your consent before doing so except in emergency.
    • You have the right to request for copies of your files under the above named Act.
    • In order to ensure that an unrivalled service is provided to you, Local Authority Inspection Units will undertake quality assurance checks. We will therefore, in such situations provide them with names and addresses of clients funded by them. We will NOT provide this information where clients object to it.
    • As an Equal Opportunities Employer you are assured of no form of discrimination. Disability, race, colour, language, ethnicity, religion, etc do not affect employment and the services we provide to you in any way.
    • Our Professional staff will always promote your safety and well-being and are fully committed to this charter. Our workers will respect you and your home including property and respect your integrity as a human being.
    • Explora Haven workers are not permitted to take gifts or services from you without the express consent of management.
    • Our staff cannot borrow from you, or lend anything to you. They are also not allowed to purchase or sell to you under any circumstance.
    • Our staff cannot act as witnesses or signatories to any legal documents for client. Any such representation may be deemed illegal.
    • Our staff are not allowed to use your telephone without your authorisation. Such calls may only be made for issues concerning your welfare. Our staff are also not permitted to exchange telephone numbers with clients. Clients may contact our staff through the office.
    • Explora Haven workers are not permitted to smoke or be under the influence of alcohol or any other illegal drugs while on your premises. Staff are therefore not allowed to purchase such unlawful drugs for our clients.
    • Under no circumstance should care workers bring unauthorised people or pets to your home.
    • Care staff may only hold keys to your premises only during care periods. All keys/forbs must be returned and kept at Explora Haven office
    • You are required to reciprocate the respect and care our workers offer to you by treating them with mutual respect and courtesy. If however, your relationship with Explora Haven and staff becomes unacceptable we reserve the right to withdraw our services.
    • Explora Haven will provide you with all information concerning our fees and costs with full explanation of these. We will also provide all relevant information concerning our services and probable sources of funding and assistance in your area.
    • You are again reminded that Explora Haven will provide the highest quality of services and care to your full satisfaction.