Our Quality Promise

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Abbeyfield Yarmouth Society Ltd is committed to providing high service levels in everything they do and the services they provide in your home. This is supported by the National Abbeyfield Society’s Quality Programme. This is set out in the Abbeyfield England Core Standard and if you move in with us you could expect these levels of service and quality.

The Abbeyfield England Core Standard - Residents: enhancing the quality of your life

Living with Abbeyfield:

You received clear information about Abbeyfield, who our housing and support are for and how you could apply.
You received clear information about Abbeyfield eligibility criteria and application process in a language and format that meets your needs.
You were able to visit the house and talk to staff and current residents, and stay or come to meals in advance where possible.
You were informed that if your application was unsuccessful you could appeal and Abbeyfield would suggest any known alternatives.
Your tenancy agreement including your rights and responsibilities is clear to you and a member of staff will go through it with you if required.
You are given clear information regarding your rent and charges.

You are provided with a Handbook, which explains the services that are provided.
You and Abbeyfield agree a plan identifying what you want to happen in your life, called ‘My Life’, supporting and managing any risk to help achieve this and enable you to have an independent life. Your friends, family, advocate, or other independent representative can be involved if you wish.
With your agreement, those who offer specialist skills or support are involved in assessing and meeting your needs.
If you do not agree with the assessment of your needs, risks and the support and management of risk proposed this disagreement will be recorded.
You are able to access the full range of available public health and social care services and are able to receive care at home should you need it.
You receive information, support and encouragement to enable you to follow your cultural, social, religious and lifestyle choices including voting.
Your friends and family can visit you whenever you want.
You are treated with politeness and respect at all times.

Abbeyfield policies are communicated to you in a clear way and your views are sought and incorporated in policy review and practice development.
You are given clear details on how to use the complaint procedure, the outcomes of your complaint are fed back to you and if you do not agree with the response, there is an appeal procedure in place.
Others on your behalf are able to use the Complaints procedure.
You have been advised of what constitutes abuse, who to report it to and the support available. Feedback will be given to any reported abuse as to the action taken.
Staff and Volunteers have clear roles and responsibilities in the event of being requested by you to deal with your money.
You are consulted in a range of formal and informal ways and your views are responded to.
You are able to participate in independent or internal reviews of the service, and have access to the reports of these, particularly if additional services are being considered such as dementia.

Your personal information is treated confidentially and assessments, plans and other personal records are stored confidentially with you having access to them and follow the guidelines on the Data Protection Act 1998. You will be asked to sign a Media Consent Form.
You know how to get help out of hours or in an emergency.
A nutritionally balanced menu is provided and meals are served in a manner which meets your needs and you are consulted about the food provided and are able to influence the choice of food on offer.
Abbeyfield is committed to ensure that high standards of food hygiene are met and maintained at all times.
You are informed of the procedure to be followed if we need you to move on to other accommodation to fulfil your medical needs.
Abbeyfield communicates with you in a way you have indicated that’s right for you and you receive information in a language and format that is suitable for you.
You are informed about Abbeyfield’s Standards and our performance.

The Abbeyfield Yarmouth Society Ltd is consistently working to ensure we meet the Core Standards.