DELIVERY CHECKLIST OF SUPPORT SERVICES The Quality... · provide great service every day using the...
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DELIVERY CHECKLIST OF SUPPORT SERVICES For sight loss charities providing Information, Advice and Guidance
Transcript of DELIVERY CHECKLIST OF SUPPORT SERVICES The Quality... · provide great service every day using the...
DELIVERY CHECKLIST OF SUPPORT SERVICES For sight loss charities providing Information, Advice and Guidance
IntroductionSight loss charities everywhere provide great service every day using the skills of their staff and volunteers. However, feedback from blind and partially sighted people shows that many are still unaware that local sight loss charities across the UK provide essential services and the quality of service provided varies significantly.
This document gives you all of the checklists from The Quality Framework for the provision of Information, Advice and Guidance to blind and partially sighted people.
How using the Delivery Checklists can help
The quality framework is based on feedback from blind and partially sighted people and those with experience of delivering services. It includes ways of working that produces good results and can also be used to help assess services, support development and changes.
What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
When looking to contact my local sight loss charity, I can:
- Easily find information on local sight loss charity
q Information about our services can easily be found on the internet.
q Our building is welcoming, accessible and easy to find.
q Appropriate signage has been installed inside and out, and accessible maps are available.
qWe publicise and promote our charity and services in a variety of ways
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
On visiting/telephoning my local sight loss charity, I am:
- Greeted warmly/answered quickly
- Made to feel welcome/treated with respect
- Really listened to/ spoken to in my preferred language
- Able to leave a message and will be called back promptly
- Supported to clarify what my needs are
- Told what will happen next
q The answer phone message we currently use is clear, friendly and professional, and includes all relevant information the caller may need.
q All enquires/messages are returned within 5 working days
qWhen returning calls, our staff routinely introduce themselves - explaining what their role is, what our charity does and what services we provide to blind and partially sighted people
qWorking with the individual, together we identify what services best meet his/her needs and set realistic goals to achieve this
qWe have a system in place that allows us to keep a regular check on whether people are progressing towards their personal goals
q Blind and partially sighted people are always informed about what the next stage of their support will involve.
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
The person dealing with my enquiry:
- Listens to me and answers my questions or finds out if they do not know
- Provides me with information in my preferred format
- Has a good knowledge of local and national services which might support me
- Includes me in any services or activities being provided
- Explains how I will be connected to services and what I can expect to happen next
- Provides me with access to empathetic people to talk to by phone or in person face
- Clearly explains what happens to any personal data I give, who it could possibly be shared with and for what reason
qWe have a quick and efficient referral system in place to signpost people to other organisations
q Basic details are recorded (name, number, postcode, eye condition, referral date) and we follow up with the organisation after 4 weeks for an update on the services they have provided
qWe offer advice on the wide range of local and national services available to blind and partially sighted people and support them to follow up suitable opportunities
q Confidentiality and security of personal information is maintained at all times
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
When looking to buy low vision aids or to have a low vision assessment, I am:
- Able to gain access to a low vision assessment designed to meet my specific requirements and be seen by someone qualified
- Supported to obtain/purchase the correct aids or equipment
- Monitored to check my progress
qWe support adults and children to access low vision services provided by a suitably qualified professional or by having knowledge of where our local low vision service is and how to make a referral
qWe provide magazines or leaflets that offer low vision equipment from a range of suppliers or will signpost to these materials
q Advice and access to low vision equipment and training is provided
qWe organise events showcasing low vision equipment or signpost people to events being held
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
To assist me with my technology needs, I am supported to:
- Use my tablet or e-reader, set up and use my iPhone/ Smartphone, browse websites, explore online, set up my email account, chat online using video messenger, try out some of these products and find out what suits me best
q Support is provided to access training courses such as Technology
q Our members can easily connect with and get practical help from one another
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
At my local sight loss charity:
- I am offered access to confidence building programmes to help me adjust to sight loss
- I am signposted to the appropriate agency if I have housing, benefits, advocacy, health and social care specialist assessment and/or employment needs
- I receive information about the services or support promptly and in my preferred format
- I receive information and advice on what’s available to support my eye health in my local area
q Hospital information such as local eye clinic services
q Support programmes, confidence building courses, vision rehabilitation and mobility services
q Local Talking Newspapers
q Advocacy services q Advice and assistance on obtaining specialist assessments, indoor and outdoor adaptations for the home and improving security
q Information, advice and guidance about our local eye care pathway (a system to improve access to optometric and ophthalmic services)
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
When seeking information on my eye condition, I am:
- Supported to access any key charities that provide specialist support such as Macular Society
- Provided basic information about my eye condition(s)
- Supported to access information that helps explain my eye condition and how to look after the health of my eyes
qWe offer services or signpost to information on eye conditions and factsheets on all eye conditions, and advice and support to access treatment
To make the most of services in my area, I am supported to:
- Access a range of activities in my community
- Remain independent to do things like go to the shops
- Access services at my local leisure centre and library.
- Continue with my hobbies and leisure activities
qWe promote and support access to relevant community services and social groups
qWe provide or signpost people to services that supports the individual to retain their independence
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this
If I am finding it hard to come to terms with feelings about sight loss, at my local sight loss charity I am able to:
- Talk to someone who will take the time to listen to my situation and about how I am feeling
- Have access to ongoing support
- Explore my situation further by talking to other people going through similar experiences
- Work through some of my feelings and helped to consider new ways of adapting to sight loss
- Receive help in finding out what counselling services there are in my local area
- Have a referral to counselling services if I need help urgently
qWe make contact with individuals within 5 working days of receiving an enquiry or referral from another organisation
qWe know the difference between emotional support and counselling
q An empathetic service is provided by our staff who recognise the emotional impact of living with sight loss and have an understanding of the benefits of emotional support
qWe aim to arrange appointments with the same counsellor on a weekly basis
q One to one phone support is arranged and access to telephone support groups, if needed
qWe also signpost/direct people to other organisations to receive emotional support and counselling services they need
qWe know where to refer to if a client becomes unwell i.e. starts to self harm or had suicidal thoughts
q Help is given to people to access their local GP services
q All staff and volunteers are provided with relevant training to have the right skills to discuss emotional support and counselling and recognise that this might also have a impact on staff and how they might manage this
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this
If I am finding it hard to come to terms with feelings about sight loss, at my local sight loss charity I am able to:
- Talk to someone who will take the time to listen to my situation and about how I am feeling
- Have access to ongoing support
- Explore my situation further by talking to other people going through similar experiences
- Work through some of my feelings and helped to consider new ways of adapting to sight loss
- Receive help in finding out what counselling services there are in my local area
- Have a referral to counselling services if I need help urgently
qWe make contact with individuals within 5 working days of receiving an enquiry or referral from another organisation
qWe know the difference between emotional support and counselling
q An empathetic service is provided by our staff who recognise the emotional impact of living with sight loss and have an understanding of the benefits of emotional support
qWe aim to arrange appointments with the same counsellor on a weekly basis
q One to one phone support is arranged and access to telephone support groups, if needed
qWe also signpost/direct people to other organisations to receive emotional support and counselling services they need
qWe know where to refer to if a client becomes unwell i.e. starts to self harm or had suicidal thoughts
q Help is given to people to access their local GP services
q All staff and volunteers are provided with relevant training to have the right skills to discuss emotional support and counselling and recognise that this might also have a impact on staff and how they might manage this
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
To ensure my views and needs are taken into account, I am given:
- Support to have my say and help to access information I need or go with me to meetings or interviews, in a supportive role.
q Provide access to an advocate who will write letters on their behalf, or speak for them in situations where they don’t feel able to speak for themselves
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
To help me receive all the benefits and support I am entitled to, I am informed about:
- The steps involved to registering as blind or partially sighted with my local council
- What advantages there are to certification and registration
qWe actively promote the benefits of certification and registration
qWe offer support or signpost to other organisations to provide assistance with benefit checks and specialists assessments.
q Key staff are kept updated on changes to legislation, attending regular training course
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
Regular checks are made to ensure I am progressing well and I am:
- Given opportunities to comment on the service I’ve received
- Informed what to do if I’m not happy with my service
- Provided with regular and ongoing access to services/groups
qWe have a system in place to check how people are getting on with the services we provide to ensure they are beneficial
qWe have a system in place to evaluate feedback and to make the necessary improvements, if needed
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What the person using the service might expect
Service area 1. We provide this level of service (Tick)
2. How we provide this level of service (write a summary below)
3. We do not provide this level of service now but this is how we are working towards it and by when (include month, year)
4. We are unable to provide this service but this is how we ensure people are able to gain access to this service
I am confident that the sight loss charities I am supported by are:
- Willing to work collaboratively to best meet my needs
- Able to provide me with a broad choice of options, enabling me to make informed choices about services available
q Blind and partially sighted people are involved in the design, delivery and evaluation of our services.
qWe have access to customer panels, ensuring that feedback from blind and partially sighted people is at the heart of the services we deliver
q People are aware of our complaints procedure and we follow up on service complaints within 10 working days.
qWe have access to customer panels, ensuring that feedback from blind and partially sighted people is at the heart of the services we deliver
q People are aware of our complaints procedure and we follow up on service complaints within 10 working days.
qWe review the services we deliver twice a year and plan how to make any necessary improvements
qWe use the Delivery Checklist to ensure that blind and partially sighted people receive a consistent, high level of service wherever they live or whichever sight loss charity they go to.
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© RNIB 2016Registered charity nos 226227 (England and Wales) and SC039316 (Scotland)
