--- title: Service User Guide | Homecare Services & Domiciliary Care canonical: https://www.thegoodplace.care/help-and-guidance/service-user-guide last updated: 2026-03-31 13:59:58 GMT version: 5 --- # Service User Guide This guide details all the key information about our service that a Service User needs to know, and a copy of this is provided to all Service Users when commencing with us. ## Welcome to The Good Place Welcome to the The Good Place Home Care Services Limited ("The Good Place") Service user Guide. Our service is regulated by the Care Quality Commission under the heath & Social Care act 2008 (regulated activities) regulations 2014 and Care Quality Commission (registration) regulations 2009 (Part 4). We are regulated to carry out personal care and deliver domiciliary care services in the community. The purpose of this guide gives you information about the services we offer and how we can be of assistance when you need us most. Alongside this guide we will provide you with a detailed care plan outlining your needs (this will have been drawn up and agreed with you) following an assessment of needs by a manager from The Good Place. This guide gives you all the information you need on what you can expect from our service. ## Useful Contact Information You can contact us using one of the following:- - Write to us: 186 Wetmore Road, Burton-on-Trent, Staffordshire, DE14 1QZ - Email us: Please use our contact form at https://www.thegoodplace.care/contact - Call us: [01283 296 337](tel:01283 296 337) Our Registered Manager is Dean Hill. You can contact our Registered Manager directly by:- - Email:Please use our contact form at https://www.thegoodplace.care/contact - Telephone: [01283 296 337](tel:01283296337) ## About The Good Place The Good Place was founded by a small team of carers who came together with one shared belief: everyone involved in or receiving care deserves to be treated better. With years of hands-on experience and a genuine passion for supporting people in their own homes, we set out to build a service rooted in dignity, compassion, and trust. We’re not aiming to be the biggest provider — just the best. By focusing on quality over quantity, we deliver truly personalised, outstanding care that puts people first, every single day. ## Our Services We currently offer the following services:- - [Medication Management](https://www.thegoodplace.care/care-in-your-own-home/medication-management) - [Personal Care](https://www.thegoodplace.care/care-in-your-own-home/personal-care) - [Meal Preparation](https://www.thegoodplace.care/care-in-your-own-home/meal-preparation) - [Light Domestic Support](https://www.thegoodplace.care/care-in-your-own-home/light-domestic-support) - [Companionship](https://www.thegoodplace.care/care-in-your-own-home/companionship) - [Overnight Care](https://www.thegoodplace.care/care-in-your-own-home/overnight-care) - [Condition-Led Care](https://www.thegoodplace.care/care-in-your-own-home/condition-led-care) ## How we will be Safe - We will have strict safeguarding policies & procedures - We will follow a robust recruitment processes - We will ensure staff training in safeguarding, medication management, and moving and handling - We will follow the correct management of waste - We will ensure safe staffing levels of skilled staff - We will have comprehensive risk assessments & positive risk management: - We will ensure care records and data are actively reviewed and updated - We will follow appropriate and efficient information sharing - We will ensure the safe storage and recording of medications - We will have continuous monitoring of accidents, incidents, and near misses - We will identify lessons learned - We will have safety audits ## How we will be Caring - We will understand the cultural, social and religious needs of our service users - We will ensure staff take time to interact with people and centre the care around the individual - We will ensure staff are respectful and considerate towards the service user and their home - We will ensure service users are empowered to make decisions: - We will ensure service users are supported to take positive risks - We will ensure that privacy, confidentiality and dignity is always maintained - We will employ passionate staff ## How we will be Effective - We will ensure care needs are wholly assessed - We will protecte the rights of those that use our service - We will have assessments on meeting the needs and preferences of each service user - We will identify training opportunities for staff - We will have staff development plans - We will ensure staff coaching, mentoring, appraisals, meetings, and supervisions: - We will carry out staff spot checks to ensure care is delivered to the desired standards - We will involve different teams in care - We will deliver consistent, person-centered care - We will involve people in their care - We will ensure people are supported to make decisions - We will have robust systems that ensure regular reviews and recording ## How we will be Responsive - We will ensure we are meeting each individuals different needs - We will reduce barriers - We will ensure people are encouraged to develop relationships - We will ensure we are responding to positive and negative feedback from public, service users, and staff - We will ensure we are supporting people to make informed choices: - We will ensure future preferences and decisions pre-discussed - We will ensure people with urgent care needs are prioritised in urgent events - We will have 24/ 7 office telephone availability for field staff and service users to speak with us - We will respond to complaints ## How we will be Well-led - We will ensure the Registered Manager has relevant skills, knowledge and qualifications - We will ensure management are present and approachable - We will ensure staff feel respected, supported and valued - We will follow our Good Governance policy - We will ensure all staff and the public having access to all policies & procedures online - We will have measures to improve company and staff performance: - We will monitor sustainability and quality of the service - We will have a planned structure on the day to day running - to ensure compliance is always reached - We will ensure risk assessments are safety monitored - We will have quality assurance systems - We will reward staff fairly and recognise hard work ## Your Privacy We will respect your privacy at all times. We will do this by making sure that:- - Discussion about you and your affairs will be for the purposes of managing and improving care, and for no other reason, and will be conducted in private; - Records will be designed, used and stored safely and confidentially and UK GDPR and Data Protection Act 2018 principles for information sharing will be followed; - Will create a Care Plan with you that is stored digitally, we will of course give you a copy of this to keep safe. ## Your Dignity Your dignity is a matter of the utmost importance to us and all staff will have received training in this area. - We ask you what you would like to be called, this name will be recorded on your Care Plan and used by all staff; - In the absence of information on what you want our staff to call you, staff will address you formally, using your title and surname; - Staff are trained to support you with dignity always and will ensure that support is given in a dignified way, whether you are alone or in company; - Staff are trained to knock and wait for your invitation before entering your home, unless there is an alternative arrangement agreed. ## Making Complaints or Comments We always aim to provide a high standard of care in all our services. Your views are important to us and help to ensure that our services are consistently meeting everyones needs. If you are unhappy with any of our services, it is important that you let us know. If a complaint alerts us to possible abuse or neglect, we will tell your Local Authoritys' Adult Safeguarding Team. The Local Authority Safeguarding Team will decide how to investigate and monitor outcomes. Local Authority (Staffordshire County Council):- - Email: Please use our contact form at https://www.thegoodplace.care/contact - Online: [Staffordshire & Stoke-on-Trent Adults Safeguarding Partnership Board](https://www.staffordshire.gov.uk/staffordshire-and-stoke-trent-adults-safeguarding-partnership-board) - Telephone (working hours): [0345 604 2719](tel:03456042719) - Telephone (out of hours): [0345 604 2886](tel:03456042886) ### How to Tell us what we Need to Improve Often people feel more comfortable about suggesting improvements rather than complaining formally. You, as well as your friends or family, can tell us how we can improve. You can speak with our Care & Support Workers during your care visits, who will record your comments for or Registered Manager to review. If you not comfortable speaking with the Care & Support Worker that visits you, or if your comments are about them, you can speak to one of our care co-ordinators or the Registered Manager directly. Please see the [Useful Contact Information](https://www.thegoodplace.care/help-and-guidance/service-user-guide#uci) section above on how to contact us by telephone, email or letter. ### Making a Complaint We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints confidentially. We assure you, and your firends and family, that it will not withdraw or reduce services because someone makes a complaint in good faith. ### Who can Complain? Anyone affected by the way we provide services can make a complaint. A representative may complain about the affected person if they:- - Have died; - Cannot make a complaint themselves; - Have given consent for the representative to act on their behalf. If you are not happy about making a complaint yourself and you do not know someone who can talk to us or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you. ### How you can Make A Complaint You can complain:- - In person; - By telephone; - By letter; - By email; - Through a member of our staff; - Through an advocate or representative. We will acknowledge all complaints, whether verbally or in writing, within 3 working days. ### Anonymous Complaints We deal with anonymous complaints under the same procedure as non-anonymous complains. However, it is better if you can provide contact details so that we can gather further information if needed and tell you the outcome of our investigation. ### Who is Responsible for Complaints? Our Registered Manager has overall responsibility for dealing with all complaints made about their service. We will provide, as far as is reasonably practical:- - Any help you need to understand the complaints procedure; - Advice on where you may get that help. ### How we Handle Complaints Our Registered Manager may delegate the investigation of the complaint to a member of the management team with the appropriate seniority and experience to address the issues raised. We will acknowledge receipt of the complaint within three working days and provide you with the name and contact details of the assigned investigator. Throughout the process, we will keep you informed of the investigation's progress. Our goal is to resolve all complaints within 28 working days unless an alternative timeframe is agreed upon with you. When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:- - Details of the findings; - Any action we have taken; - Our proposals to resolve your complaint; - Lessons learned. ### Complaint Time Limits You must complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly. ### What if I am not happy with the outcome of my complaint? Once your complaint has been fully dealt with by The Good Place, if you are not satisfied with the outcome you can refer your complaint to the Local Government and Social Care Ombudsman (LGO) and ask for it to be reviewed. The LGO provides a free, independent service, and can be contacted for information and advice, or to register your complaint by:- - Address: The Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH - Website: [www.lgo.org.uk](https://www.lgo.org.uk) - Email: Please use our contact form at https://www.thegoodplace.care/contact - Telephone: [0300 061 0614](tel:03000610614) The LGO will not usually investigate a complaint until the provider has had an opportunity to respond and resolve matters. Our service is registered with and regulated by the Care Quality Commission (CQC). The CQC cannot get involved in individual complaints about providers but is happy to receive information about our services at any time, which they will use to review and use to shape future inspections. You can contact the CQC at:- - Address: Care Quality Commission (CQC) National Correspondence Citygate, Gallowgate Newcastle upon Tyne NE1 4PA - Website: [www.cqc.co.uk](https://www.cqc.co.uk) - Email: Please use our contact form at https://www.thegoodplace.care/contact - Telephone: [03000 616161](tel:03000616161) - Fax: [03000 616171](tel:03000616171) ## Your Advocates You have the right to access an advocate who will act in your interests to help you solve problems, discuss concerns and understand information. Our Registered Manager will be happy to provide information on local advocacy groups and other support networks. ## Lasting Power of Attorney We understand that you may have a Lasting Power of Attorney in place for finance, health and well-being or both, in the event that you may require support or help for decision making. This is an individual or group of individuals such as relatives or very close friends that you trust to make an informed decision on your behalf should the occasion ever arise. We ask you for these details and request your permission to share information with them on your behalf should you wish. There are circumstances where our service provision begins once a Lasting Power of Attorney has come into play, we will liaise with the appropriate individuals and work in partnership to ensure that your best outcomes are met. ## Our Insurance The Good Place Home Care Services Limited carries Public Liability Insurance and Employers Liability Insurance up to £10,000,000 for any one claim. The insurance covers all aspects of our undertakings. However, the insurance does not take the place of your normal household insurance cover for accidental breakage or damage to household items. Please do not make private arrangements with our staff because this will not be covered under our insurance policy. ## About Your Care and Support We will provide care and support that meets your needs:- - Your personal needs are assessed to make sure you get safe and appropriate Care that maintains your rights; - You will receive the Care that you and your social care professional agree will make a difference to your health and wellbeing; - Your Care needs are coordinated if you move from one provider to another; - Staff respect your cultural background, gender, age, sexual orientation, religion or belief and your disability if you have one; - You will be protected from abuse or the risk of abuse and staff will respect your human rights; - If you need support with your medication, we will make sure that you get the right support to make sure your medication is managed safely. - You will be cared for by staff who have the knowledge, skills and experience needed to meet your health and welfare needs; - You will be looked after by staff who are well managed and have the chance to develop and improve their skills; - We will continuously monitor the quality of our services to make sure you receive the support you need; - We will ensure your personal records are accurate and kept safe and confidential; - We will make sure that we have the right number of staff and that they have supervision and support. ## Before your Care Starts The first step is to arrange to visit you in your own home. We will discuss with you, your individual requirements and the range of services we are able to provide for you. Our Registered Manager, or one of our team, will visit you in your home, or in hospital if necessary, and will write an assessment with you. This information will form part of your Care Plan which explains how we will be able to support you to achieve your care, health and wellbeing goals. If you have any questions, please discuss them with our staff, or contact the Registered Manager, who will be very happy to answer them. Once you have agreed for The Good Place to provide you with care and support, you will be asked to sign that you give us consent to provide you with the care and support as planned. We upload all your information to our electronic system, which our Care & Support Workers use via an app on a mobile phone to log information about your visits in your daily progress record. Before your care or support starts, we will make sure you know who is coming to provide your care and support (via email, telephone or paper copy as agreed), when they are coming and how long they will stay. Your Care Plan will tell them what they need to do when they visit you. We will also explain to them what your needs and wishes are. ## Our Fees The fees for your care and/ or support are set out in the Service User Contract. If you would like details on the fees and terms of payment, you can discuss this with our Registered Manager. ## Invoicing and Payment for Services Before care and support begin, the cost of services will be discussed and agreed with you or your representative and confirmed in your written service agreement. Charges are based on the type of care provided and the number of hours or visits delivered. An itemised invoice will be issued on a weekly basis detailing the services that have been provided and the associated charges. Invoices are normally payable within 7 days from the invoice date  and can be paid using an agreed method such as bank transfer or another suitable payment arrangement, details of which can be found in the Service User Contract.  If you have any questions about an invoice, you are encouraged to contact us and we will review the matter with you promptly. Any changes to our fees will always be communicated in advance wherever possible. ## Service Agreement & Terms and Conditions Before services begin, you will be provided with a written Service User Contract which sets out the care and support that will be delivered, the agreed charges, and the responsibilities of both the service user and the provider. The agreement will include information about notice periods and any relevant terms and conditions relating to the provision of care. You or your representative will have the opportunity to read the agreement carefully and ask any questions before confirming acceptance. ## Your Care Team We carry out stringent background checks and enhanced Disclosure and Barring Service checks on all of our staff. In addition, our policy further strives to provide protection by ensuring that at least two satisfactory, written references are obtained to provide information concerning individuals’ competence, ability, trustworthiness and experience as well as a full work history explaining any gaps in service. Staff will be required to seek confirmation of their status via an enhanced Disclosure and Barring Service check. Working with the Disclosure and Barring Service (DBS), it is our policy to adhere to:- - The Rehabilitation of Offenders Act 1974 (Incl. Exemption Order 1975); - Health and Social Care Act (2008). ## Matching Care Staff to Meet your Needs For you to receive quality care, we understand that it is important that you can be cared for and supported by staff who know what your needs, expectations and wishes are. We make sure that we match our Care & Support Workers to meet your needs and we will have a small team of staff who will provide you with your care and support. This will ensure that you have enough cover when staff have holiday and that they can get to know you and what is important to you. We recognise that not everyone gets on with each other. If you are unhappy with a Care & Support Worker, please bring this to the attention of the Registered Manager. The matter will be resolved sensitively and confidentially and a new Care & Support Worker will be assigned to you if this is appropriate. ## Holiday Leave and Sickness Cover When a Care & Support Worker is away, we will make other arrangements to ensure that you receive the service you need. You will be informed in advance of the name(s) of the Care & Support Worker(s) who has/ have been selected to replace your regular one(s). If a permanent change needs to be made, we will discuss this with you. We will make every effort to ensure that you receive a reliable service always. ## Identification Badges All staff are issued with an identification badge that carries a photograph of them on it. Staff will show you the identification badge when they visit you. You must not allow someone into your home if you do not know them before they have shown you their identity badge. If you have any concerns about the person sent by us, you must contact us. ## Staff Conduct Staff will not directly charge you for any services provided. All charges must be documented and processed through The Good Place. Staff are not permitted to accept any gifts in cash or kind from either yourself, your family or friends. Staff are not allowed to witness or benefit in any way from the Last Will and Testament of individuals using our services. Staff are not allowed to bring pets, children or other family or friends with them when they are working in your home. Staff are not allowed to smoke or consume alcohol in your home. As a rule, Care & Support Workers cannot conduct any activity that is not specified in your Care Plan, or which may place themselves or others in danger. Care & Support Workers are not permitted to use your internet or Wi-Fi, unless this has been pre-agreed to assist with live care documentation. ## Your Care and Support Your personal care and health care are planned in consultation with you, our staff and anyone else who is important to you, if you ask for them to be involved. To ensure that we provide the highest level of care for you, our staff will record the details of your care in the Care Plan along with details of your personal choices regarding the normal activities of daily living. You are actively encouraged to become involved in the Care Planning process and will be consulted at each stage of the Care Plan. Every time your Care & Support Worker visits you, they will record what activities they have provided electronically. If you decide that you do not want the care as planned on a visit, they will discuss this with you and record this. Your Care & Support Worker is trained to tell us when they do not provide your care as agreed in the Care Plan. This is to make sure we can respond as your needs change. ## Risk Assessments The assessment of risk is addressed at the start of the service and the results are integrated into your Care Plan. This makes sure that your views and the views of those important to you will be fully considered, as part of the person-centred Care Planning process. The following are examples of the types of risks we assess. We recognise your right to choose and your right to take risks, each risk will be discussed in detail and those discussions will be recorded. This will show the way in which we aim to meet your needs and to ensure that we can work safely with you in your home:- - Security in the home; - Fire; - Electricity; - Moving and handling; - Infection Control; - Medication; - Handling Money; - Personal Safety. ## Review of Your Care We carry out service reviews within 6 weeks of your service starting and then at least every 12 months or more often if required (as and when a change occurs). Changes in your Care will usually require a reassessment to make sure that your needs can be met. Please contact us if you wish to request a review or contact your local Social Services or Health Authority who may be paying for your service on your behalf. ## Short Notice Cancellations We ask that you give us as much notice as possible if you wish to cancel your visit or if you are going to be away from home. You can cancel booked, individual care visits by giving at least 48 hours’ notice to our Registered Manager. Cancellations, where less than 48 hours’ notice is given, including booked care visits made where we attend and you are unexpectedly not present, or refuse us entry, will be charged at the normal rate for the full booked visit. ## Terminating or Suspending your Contract You may, at any time and for any reason, give us at least 14 days' written notice to terminate your Service User Contract. If you give less than 14 days' notice, we reserve the right to charge a cancellation fee or a service suspension fee. Please note, if you suspend the service for a period of time, we cannot guarantee that the same Care & Support Worker will attend your home when you resume the service, or that the previously agreed attendance times can be kept. ## Secure Check In and Out APP It is the responsibility of each member of staff to ensure that they log in and out of your visit on their app upon arrival and departure from your home, this information is GPS tracked and will be uploaded electronically to your care records. ## Care and Support visit Times Visit times are primarily set according to your wishes. Obviously, it is not always possible to achieve the exact requirements from day one and sometimes a compromise is reached. You will always be advised of any changes and your approval sought before any change. Punctuality is a high priority and is monitored very actively. Our aim is to arrive on time, all the time. Our policy is that, if a member of staff knows that they will be more than 15 minutes late arriving, then the office or our out-of-hours manager will be notified and you informed immediately. ## Personal Care Gender Choice We employ both male and female Care & Support Workers. You have the right to choose the sex of the person sent to support you with personal care. This is because of the personal nature of the service. We will record your choice when we talk to you as part of the care planning process. For your information, at times this may affect our ability to provide your care at your desired time. ## Handling Money When Care & Support Workers make financial transactions on your behalf for things like collecting pensions, shopping or paying bills, they will enter the details on a financial record sheet within our digital app. They will keep the receipt for shopping and count the change out to you. Care & Support Workers must not be given cash cards or PIN numbers to obtain money from a bank on your behalf. Only financial arrangements that have been formally agreed and written in your Care Plan can be carried out for you. Please contact the Registered Manager about any needs you have that are not being met, or if you are unsure whether or not they are being met. ## Our Policy on Gifts, Wills and Other Documents We aim to make sure that you receive a care service of the highest possible standard. To make sure our staff always work professionally and to protect you and our staff from any allegation of financial abuse:- - Staff are not allowed to accept gifts of money or other presents; - Staff are not allowed to accept loans; - Staff must not buy lottery tickets or sell you raffle tickets; - Staff must not sell to you from mail order catalogues; - Staff must not ask for sponsorship or for donations for charitable organisations or good causes; - Staff are not allowed to act as a witness or executor to legal documents and Wills; - Staff are not allowed to benefit from Wills; - Staff are not allowed to recommend tradesmen or a member of their family or friends to carry out work in your home. If you do require legal help, we can refer you to an impartial or independent source of legal advice. ## The Use of Keys and Key Safes Staff will be given the key safe combination numbers of the people they visit. Our policy arrangements ensure that these numbers are kept securely on our electronic app and are never written down. We do not accept the holding of house keys for people we visit.  ## Medication and Healthcare Related Activities Care & Support Workers will administer medication but only when it has been agreed and written in your Care Plan. Both prescription and ‘over the counter’ remedies must be agreed beforehand so that it can be checked as to whether the medicines will have no ‘side effects’ if taken at the same time. Care & Support Workers receive training in the administration of medication and we have several medication policies. Some health-related activities when agreed, need to be carried out under the supervision of a healthcare professional and staff will be only able to perform them when they have the correct training, are fully supervised and assessed as being competent to meet your health-related needs safely. Our Registered Manager will need to give approval before any support is provided. Care & Support Workers are not allowed to administer medication from family-filled medication dispensers and no assistance can be provided that has not been formally agreed with the Registered Manager and detailed in your Care Plan. Your Care & Support Worker will record any medication administered on a Medication Administration Record (MAR) each time they provide any medication administration support. Any verbal reminders or physical assistance in relation to medication will also be recorded on a Medication Administration Record (MAR). ## Documenting your Care Your Care & Support Worker makes a record of their visits with you. This includes the date and time of the visit as well as the length of time stayed, tasks that have been completed and any important information such as recording medication, if this is part of your Care Plan. This record is kept digitally on our system. We encourage our Care & Support Workers to share what they are recording with you at the time of care delivery, but additionally, you and or your advocate have access to this information at any time via a secure login or by requesting an analogue version. ## Confidentiality and Data Protection Our policy is that any information about you is strictly confidential and that maintaining a position of trust in this regard is paramount. However, because some information is relevant to providing quality Care, such information will be shared with members of staff who may be supporting you. You will be consulted, where appropriate, before information is released. Information about you will be stored electronically and securely. Information about you is needed to enable staff to provide proper support and treatment. Some of the information may also be used for other purposes, such as:- - Making sure our services meet your needs; - Helping staff to review the support they provide to you to help them achieve the highest standards; - Investigating complaints or legal claims; - Auditing of our services. Sometimes information about you needs to be passed on to other organisations, for example, if you are receiving care from a GP or hospital. The types of organisations with whom we may share information about you are:- - GPs; - District nurses; - Other health professionals; - Social workers; - Care Quality Commission. We have several policies about how we manage your personal information that comply with the UK General Data Protection Regulation and the Data Protection Act 2018 and you can speak to our Data Protection Officer for more information about this. ## Equality and Non-Discrimination We offer services to all people without prejudice of their culture, race, ethnic origin, colour, religion, political beliefs, sexual orientation, marital status, disability or disease. We, therefore, believe that:- - You have the right to practise your beliefs, religion or culture without constraint by restrictive or discriminatory practice; - You have the right to express your sexuality and to be free from discrimination on the grounds of sexual orientation as well as the right to take free, informed, voluntary decisions on your sexuality, sexual orientation and gender identity, without coercion or discrimination; - Complaints of discriminatory practice will be thoroughly investigated and the results of the investigation made known to the complainant; - All complaints will be recorded in such a way as to highlight repeated problems. ## Infection Control measures Care & Support Workers are supplied with plastic aprons and gloves which they will wear when they carry out personal care duties. Care & Support Workers need to wear protective clothing to prevent the spread of infection. Care & Support Workers are also expected to wash their hands on entering and before leaving your home. When this is not possible hand sanitiser will be used, but must not take place of proper hand washing. We ask that you supply handwash and paper towels to support this preventative measure. Please contact us if your Care & Support Worker does not follow these measures. ## Smoke Free Law Legislation states that a private dwelling is not defined as smoke free unless used as a place of work. At certain points in the day your home becomes a place of work for our staff. For the health and safety of our staff, we ask you and anyone else present in your home, to refrain from smoking and ventilate any room that will be used for your care, for at least one hour before the agreed visit time. If you smoke while our staff are with you, they will be obliged to leave your home for the duration of your smoking and shall not be permitted to re-enter your home until 1 hour after you last smoked. This may mean that we are unable to complete the care visit. Any additional requirements or any variation to this clause will be specified in your Care Plan. ## Undertaking Private Work Our staff are not permitted to undertake work for you privately and are not insured by us to be in your home either when you are not present or when they are not visiting as part of their agreed schedule of work with us. Any direct engagement by you of a Care & Support Worker supplied by us shall render you liable to pay an Engagement Fee to us totalling £1000.00, or restrict your from engaging with the Care & Support Worker for a 6-month period. ## Protecting you from Abuse and Harm We are committed to ensuring that you will be protected from harm and abuse and enabled to live as independently as possible in a safe environment. Care & Support Workers receive regular training on how people must be treated, and they are trained to recognise if someone is being bullied, physically abused or suffer financial, emotional and psychological harm. Persons such as informal carers, relatives, friends, our staff, or other professionals can commit abuse. Abuse can take form in subtle ways like:- - Calling people pet names that they do not like; - Speaking in a language you do not understand, so that you do not know if you are being discussed or not; - Staff using their mobile phone for personal use whilst they are providing care. Any reports of abuse or concerns of abuse must be reported to the Registered Manager without fail. If you think you are being abused or are concerned you might be you can speak to the Registered Manager. If you do not think you can speak to someone at The Good Place, you can contact, your local authority. Local Authority (Staffordshire County Council):- - Email: Please use our contact form at https://www.thegoodplace.care/contact - Online: [Staffordshire & Stoke-on-Trent Adults Safeguarding Partnership Board](https://www.staffordshire.gov.uk/staffordshire-and-stoke-trent-adults-safeguarding-partnership-board) - Telephone (working hours): [0345 604 2719](tel:03456042719) - Telephone (out of hours): [0345 604 2886](tel:03456042886) ## Your Telephone Your telephone will not be used by our staff unless you or they have a medical emergency. ## Withdrawal of Service Where termination of your contract is the only reasonable option after consideration, we will ensure a reasonable notice period of at least 28 days, unless safety issues require a swifter departure from the service. Although the Registered Manager will take all possible measures to resolve problems, there are some reasons why the consideration of withdrawal of service have to be made and they are as follows:- - Physical violence towards staff; - Serious verbal abuse towards staff which includes swearing, making derogatory remarks that are racist or sexist and that are meant to cause offence to staff; - Refusing to adhere or co-operate with the risk control measures put in place under the Management of Health and Safety at Work Regulations 1999 and thus putting themselves and staff at risk; - Withdrawal of service will be considered when there are risks present to the health and safety of the staff that are unacceptable and no control measures can be found. Other reason that we will consider in the withdrawal of the service is the continual pressure on staff to perform duties that are not part of the agreed Care Plan and the continual undermining of staff or threats of physical violence. If you have failed to meet your financial commitments to The Good Place, this will also be a situation where withdrawal of the service is considered.