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Code of Conduct for Service Users

Richmond Carers Centre strives to provide a safe, non-judgemental, confidential and inclusive space for carers. RCC aims to provide a range of service for carers to access emotional support, information and advice, find respite from the challenges of caring, engage in social interaction with other carers and be supported by a professional and experienced team of support workers.

To maintain this ethos, we ask that anyone engaging with our service read and observe our values and agree to comply with this code of conduct for service users.

What can you expect from Richmond Carers Centre

We reflect our values in all that we do, namely:

  • Innovative: We are creative and solution focused, using our knowledge and experience to continually improve our offer
  • Responsive: Listening, caring and empathy underpin our approach
  • Collaborative: We are committed to working with our team, with carers and others to deliver the best service we can
  • Reliable: Integrity and respect are important to us. We will do what we say
  • Driven: We believe in what we do and strive to make a positive difference

Professionalism: our staff uphold professional boundaries and prioritise the safety of our service users and of ourselves.  As part of our ongoing professional development, we attend regular supervision, training, review our practice and service development and work within ethical standards.

Protection of data and confidentiality: our staff undertake regular training in data protection and safeguarding; and abide by General Data Protection Regulations (GDPR) principles (see RCC privacy statement below). We will only break confidentiality if we believe there is risk of harm to yourself or others. In this instance this could include the police or the safeguarding team in Adult or Children’s Social Care Services.

What we can all expect of each other and of other service users

Respect for the team and for each other: our organisation advocates the right for everyone to share opinions and views, however, unacceptable or inappropriate language, incitement of hate or bullying behaviour will not be tolerated.

Anti-discrimination: our organisation values difference and diversity and operates a zero-tolerance policy regarding direct or indirect discrimination based on age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation or any other characteristic protected by law.  We ask that any behaviour that does not align with this value is raised with staff immediately.

Confidentiality and right to anonymity: our organisation values all carers’ rights to confidentiality and anonymity. Through social engagement, carers may choose to share and learn from each other’s lived experiences. Carers should not discuss details of anything disclosed by a fellow carer without consent and be mindful that not everyone wants to share

and talk about their experiences. Activities and events frequently take part in public spaces. We ask that you are aware of the environment and consider confidentiality. Sharing of your own contact information is at an individual’s discretion – it should not be presumed and it is your right to refuse.

Photos and use of social media: our organisation will not take photographs of carers or post these on social media without your consent. We ask that you do not take photographs of other carers or share images on any social media channels without their permission. RCC will not be held responsible if images are shared by individuals.

Open communication: our staff are here to support you. Please communicate with us if you have any concerns or feedback about our services, staff or activities. You can do this verbally or in writing, and any complaints will be handled sensitively and in a timely manner in accordance with RCC’s complaints policy. Our organisation continuously improves our services through feedback from carers and your involvement in how our service is shaped is important to us.

Cancellation policy: our organisation asks for a minimum of 48 hours’ notice for cancellation of attendance at an activity, workshop or appointment. We understand as a carer, circumstances can quickly change. Please let us know as soon as possible if you are unable to attend a booked appointment or activity. Late cancellations have a knock-on effect.  They prevent another carer attending and cost the charity money/donations that are not refundable.

Your consent to code of conduct

As a registered service user, receipt of this information and attendance at any events or group activities indicates your agreement to observe and abide by this code of conduct for service users.

A breach in the code of conduct or a complaint made about a service user will be investigated in line with RCC Complaints Policy and if upheld, will result in restriction in access to services.  https://www.richmondcarers.org/home/complaints-policy/

 

Richmond Carers Centre Privacy Notice

Richmond Carers Centre (RCC) provides support services to carers living or caring for someone living in the London Borough or Richmond upon Thames. In order to provide services to carers registering with RCC we only gather personal data that is of legitimate interest and relevant to providing carer support services.  RCC also asks for consent for us to contact carers with information relevant to them. Carers’ data is kept on our secure contact management system and we will not share your information with any 3rd party without prior consent unless required to do so by law. We keep carers information only for as long as needed to provide them with our services or as legally required, unless requested otherwise. To view our full General Privacy Notice please go to www.richmondcarers.org or ask for a paper copy. Please be assured we will treat carers’ personal information in the way we treat our own, with dignity and respect.