HEADWAY EAST KENT LIMITED SERVICE USERS GUIDE

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1 HEADWAY EAST KENT LIMITED SERVICE USERS GUIDE Welcome to Headway East Kent Limited. This document is an introduction to our services and lays out what you can expect from staff and volunteers of Headway. It also states what we expect from you when accessing our services. We are committed to providing a service that enables adults with acquired brain injury to maximise their independence. We will support and guide you as appropriate to your individual needs. We are a needs led organisation and we welcome feedback and suggestions from our users. Headways aims are:- 1 Increase awareness and understanding of head injury. 2 To participate in activities that will reduce the incidence of head injury. 3 To provide information and support for people with head injury and their families/carers. 4 To promote co-ordinate multi-disciplinary approaches to head injury screening acute care, assessment, rehabilitation and community re-entry with clear accountability at all levels. 5 To assist people with head injury to return to community living in easily accessible accommodation, social outlets and productive activity. Headways Mission Statement is Headway promotes wider understanding of all aspects of head injury and provides information, support and services to people with head injury, their families and carers. Prior to you joining one of our five Headway Houses our Assessment Officer will have met you, your carer/family member and/or your Social Worker/Professional involved with you. Our Assessment Officer will have carried out an assessment on behalf of Headway to identify your needs and Headway s ability to meet these needs. Our Assessment Officer will have discussed funding your place at Headway, this may be direct from Social Services, indirectly through Direct Payments, self funding or from another organisation. Details of cost can be obtained if required. Payment is required whether or not you are able to attend. Payment will only be suspended in respect of long term sickness. In addition there is a daily subscription charge; your Facilitator will advise you of this. There is no set time limit on the length of time you can be a Headway Client. However, our aim is to help you move on and therefore it is not Headway s intention that clients stay with us long term. You will be encouraged to move on and your Facilitator will

2 2 discuss your long term goals with you. There is no set initial settling in period as this will be varied from client to client but your Facilitator will constantly monitor your progress. If you feel that you have no made the right choice Headway will support you in your decision and ensure that your Care Manager or other appropriate agency is aware of your feelings before you leave us. You will have an initial visit to your designated Headway House to meet the Day Centre staff in order for you to make an informed decision as to the suitability of Headways placement and service for your needs. Headway believes that every service user has the right to live their life with privacy, dignity, independence and choice. Offering privacy and respecting dignity is an essential aspect of good quality care. Headway staff will consistently monitor the environment within Headway premises and services with regard to privacy and dignity issues and that respectful attitudes and behaviors are promoted and assured, preventing service users from experiencing offensive and negative attitude and behaviors. As a specialist provider we are aware that head injured people can, sometimes display inappropriate/unsocial behavior i.e. poor personal hygiene, sexual innuendos, aggression, verbal outbursts, refusal to follow instructions etc., etc. Such behavior will be closely monitored by staff who will speak to you privately. If long term improvements are not seen then for the safety and comfort of other clients you may, after discussion, be asked to leave Headway. Should you decide to join us the following will take place:- You will be given a Welcome Letter Your Care Manager (if applicable) will be asked for a copy of your Care Plan and Headway will base your rehabilitation programme on this. If you do not have a Care Plan Headway will jointly create one with you and any other relevant person(s). You will be asked to give written consent to having your photograph used if applicable i.e. media coverage of Headway A letter will be sent to your GP to advise them that you are attending Headway. Headway will complete a written Assessment on your progress annually. You will have an opportunity to participate in this assessment and will be given a copy. For the benefit of all Service Users Headway has minor Rules & Regulations displayed in the Day Centre and you are asked to comply with these. For the benefit of the health of Service Users you are asked to comply with the Sickness Policy for Clients.

3 3 Please be aware that we will treat whatever you tell us with the utmost confidentiality but if we feel you are either being or at risk of being neglected, abused (physically, mentally or emotionally) or self-harming we will take the appropriate steps. For your information:- Information is displayed in the Day Centre on what to do In The Event of An Accident. Information is displayed in the Day Centre on what to do In The Event of Fire. Headway has clear directive on any form of Violence & Abuse. Headway has clear directive on Sanctions and Restraint. Headway has an Accident/Incident reporting procedure. Data Protection Act staff are fully aware of their responsibilities regarding the personal/sensitive information they hold about you. For your safety and comfort Headway has extensive Health & Safety Policies regarding your welfare, premises and equipment. Details of Headway s Insurance are displayed in the Day Centre. Headway has a Complaints Procedure and Form should you require this. Headway has clear directive on Alcohol & Drugs. Headway has clear directive on Reassessment of Suspended Client. Headway operates a No Smoking Policy Headway is committed to Equal Opportunities. Mobile phone use is prohibited in the Day Centre. All these policies are available to Service Users or their families/carers. Please ask your Facilitator or the Day Centre Manager should you want a copy. Breaches of these policies/procedures may result in your place at Headway being terminated.

4 4 Information Headway can not offer you any medical treatment or advice. We can not retain, administer or control any medication that you bring into a Headway House with you. Your Facilitator does need to know if you are taking medication whilst on Headway premises, the reason for this and any possible side effects that you may experience. Neither can we offer any legal advice but we can recommend solicitors from Headway UK s Personal Injury Solicitors List. We can help signpost you to other statutory/voluntary bodies if required although we can not make contact (written, verbal or otherwise) on your behalf. Headway will include you in the development of its service by the following means:- You will receive a regular newsletter Each branch has an annually elected Client s Representative and holds a Client s Meeting every three months where your views are sought. You will be given a User s Satisfaction Questionnaire annual for you to express your views anonymously if you wish. Each branch has a Suggestion Box. Staff are pleased to welcome your ideas. Headway will give Service Users Feedback at its Annual General Meeting. Headway East Kent Limited will provide you with the following:- Staff who are trained and understand Acquired Brain Injury. A friendly, relaxed and supportive environment. Resources on all aspect of Acquired Brain Injury. An opportunity to participate in stimulating and educational activities. To treat you with respect and dignity, regardless of your disability, race, colour, creed, age, gender or sexuality. As a Service User of Headway East Kent Limited I agree that I will:- Observe Headway s Rules & Regulations. Observe Headway s Policies & Procedures. Respect staff, volunteers, visitors and other Service Users regardless of their disability, race, colour, creed, age, gender or sexuality. Service Users Signature

5 5 Service Users Name (Print) Signed on Behalf of Headway Name (Print) Branch Date c.c. One copy to client One copy on client s file at branch

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