Read about your rights & responsibilities
Client Rights & Responsibilities
Clients are the focus of IWCT’s operations and it is important that their rights are acknowledged and promoted at every opportunity. As service users, however, clients also have responsibilities to IWCT which they should be aware of.
Client Rights
1. The client, or with their permission their carer/advocate, has a right to access all information about themselves held by IWCT.
2. In cases where a client has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements.
3. Where an advocate has been appointed their identity and contact details should be recorded on the client database
4. The client, and with his or her permission, their carer should be made aware of all the transport options available, and any associated charges.
5. Clients should be made aware of the standard of service which they can expect. Services should be provided in a safe manner which respects the dignity and independence of the client, is responsive to the social, cultural and physical needs of the client and the needs of the carer.
6. Clients’ access to services should be decided only on the basis of need and the capacity of the service to meet that need. Clients have the right to refuse a service and refusal should not prejudice their future access to services.
7. Clients have a right to complain about the service they are receiving without fear of retribution.
8. Complaints by clients should be dealt with fairly, promptly and without retribution. The client may involve an advocate of their choice to represent his/her interests.
9. Clients’ views should be taken into account in the planning and evaluation of the service.
10. Clients’ rights to privacy and confidentiality shall be respected.
11. Clients have a right to appeal decisions made affecting the service provided to them.
12. If IWCT ceases to provide a service, all those affected are to be informed either by telephone or in writing. Clients are also to be informed personally of any suitable alternative services.
Client Responsibilities
1. Clients or if appropriate the carer should provide reasonable notice if service is not required.
2. Clients must utilise seatbelts and other vehicle safety devices as directed by authorised team members.
3. Clients should act in a way which respects the rights of other clients and team members.
4. Clients should respect the confidentiality of information about other clients or team members which they may obtain whilst using services.
5. Clients need to take responsibility for the results of any decisions they make.
6. Clients are to play their part in helping IWCT to provide them with services.
Discontinuing a service
The decision to discontinue a service may be taken by either the client or the agency. This decision may be taken after a reassessment of the client’s needs and circumstances.
A client may decide to discontinue a service because they have had a change in circumstances after which the service may no longer be appropriate or they may have become dissatisfied with the service to the extent they decide not to use the service any more.
Alternatively, the provider may withdraw a service for one of the following reasons:
• because the service ceases to operate;
• the client is not longer eligible for the service;
• because the client, in the agency’s opinion, no longer requires the service;
• the client’s behaviour has become too difficult for the service to cope with;
• the care needs of the client exceed the capacity of the service to cater for them;
• the agency decides that another client should have priority of access to the service in question; or
• concerns about the health or safety of the client, agency staff or other clients
If a client leaves a service due to dissatisfaction or because of a dispute the agency should ensure that:
• the client is aware of their rights and responsibilities;
• the client is reminded of the complaints process;
• the client is reminded of their right to an advocate and that they are provided with information on agencies that provide advocacy services;
• staff deal with the situation in a sensitive manner and that as a result of the dispute fair and reasonable further access to services is not jeopardised
If a client leaves a service for another reason the agency should:
• ensure that the client is made aware of other services and agencies in the area that may be able to assist them;
• ensure that, if appropriate, the client is referred on to another agency for an alternative service;
• reassure the client that they can reapply for a service under the agency’s standard assessment policy;
• ascertain why the person has left the service and that this is documented;
• canvass the client’s views on the service including whether it adequately met their needs; and
• use such information in service planning in the future
If the agency ceases to provide a service, all those affected are to be informed either by telephone or in writing.
If services are offered on a temporary basis the client should be made aware of this prior to the service commencing
Direct Services
Shopping Service
A client can be absent from the Shopping service for a period of 2 months, with notice. A further 2 week extension of leave will be accepted after this period.
Should a client require more leave after 2 months and 2 weeks extension, then the client will revert to a waiting list if there is no further contact from the client.
Each client is offered the whole service. i.e. collection and return. Should a client only require a partial service e.g. meeting at the shopping centre for return only, then it will need to be explained to client that only whole service is on offer.