Service User Guide

Everything you need to know about our services and your rights.

Welcome

Welcome to Highfield Services

This guide is for everyone who uses our services. It tells you about what we do, what you can expect from us, and how we will work with you. An Easy Read version is available to download below. If you need this guide in large print or audio, please let us know and we will arrange this for you.

Your Rights

What you are entitled to

Dignity and respect

You will always be treated with dignity and respect by all our staff.

Choice and control

You have the right to make your own choices and decisions about your life and support.

To be heard

Your views matter we will always listen and take what you say seriously.

Privacy

Your personal information and privacy will always be respected and protected.

Safe, quality care

You have the right to receive safe and high-quality care at all times.

Right to complain

If you are unhappy with anything, you have the right to complain and be taken seriously.

What we will do for you

We will work with you to write a support plan that reflects your goals, your likes and dislikes, and how you want to be supported. Your support plan is your plan we will review it regularly with you.

Our staff will always treat you as an individual and will never make decisions for you without talking with you first.

How to make a complaint

If you are unhappy with anything about the service you receive, we want to know. You can speak to any member of staff, contact our office directly, or write to us. We will always take your concerns seriously and deal with them promptly and fairly.

You also have the right to complain to the Care Quality Commission (CQC) at any time.

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