Bluezone Care Ltd – Service User Policy

Bluezone Care Ltd is committed to providing safe, high-quality, person-centred care to every individual who uses our services. This policy explains how we work, what you can expect from us, and your rights as a service user.

1. Our Commitment to You

We aim to deliver care that:

• Promotes dignity, respect, and independence

• Supports personal choice and preferences

• Is safe, reliable, and responsive

• Meets individual needs and outcomes

• Complies with all legal and regulatory requirements

We treat all service users with fairness, kindness, and professionalism.

2. Person-Centred Care

Care is based on your needs, wishes, and goals.

We will:

• Assess your needs in partnership with you and, where appropriate, your family or representative

• Develop a personalised care plan

• Review your care regularly and make changes when needed

You have the right to be involved in decisions about your care at all times.

3. Your Rights

As a service user, you have the right to:

• Be treated with dignity, equality, and respect

• Make choices about your care and daily routines

• Ask questions and request explanations

• Access your information and request corrections

• Complain or raise concerns without fear of negative treatment

We will listen to your views and act on them wherever possible.

4. Safety and Wellbeing

We work to ensure your safety by:

• Carrying out risk assessments

• Developing safe care practices

• Employing trained and vetted staff

• Reporting and responding to safeguarding concerns

Where there is risk, we aim to reduce it while respecting your independence.

5. Communication

We aim to communicate clearly and openly.

We will:

• Keep you informed about your care

• Use language you can understand

• Provide information in accessible formats where possible

You can contact us at any time to ask questions, raise concerns, or request changes.

6. Staff Conduct

Our staff are expected to:

• Act professionally and respectfully

• Keep information confidential

• Follow policies, procedures, and training

• Report concerns or incidents immediately

We do not tolerate disrespectful or unsafe behaviour.

7. Confidentiality and Data Protection

We protect your personal information in line with:

• UK GDPR

• Data Protection Act 2018

Information is used only for care, communication, and legal purposes.
Please see our Privacy Policy for details.

8. Fees and Payments

Fees, payment terms, and funding arrangements will be explained clearly before services begin.

They are included in your individual Service Agreement.

9. Complaints and Feedback

You have the right to complain, give feedback, or make suggestions.

We will:

• Listen to your concerns

• Investigate fairly and promptly

• Keep you informed of outcomes

More information is available in our Complaints Policy.

10. Ending or Changing Services

You may choose to end or change services.
We will explain:

• Notice periods

• Financial implications

• Transition arrangements

We will always aim for a safe and supportive transition.

11. Equality and Diversity

We are committed to equality and inclusion.

We do not discriminate based on:

• Age

• Gender

• Race or ethnicity

• Religion

• Sexual orientation

• Disability

• Any other characteristic

We respect cultural, spiritual, and lifestyle preferences.

12. Continuous Improvement

We regularly review:

• Service quality

• Staff performance

• Policies and procedures

• Feedback, incidents, and outcomes

Our goal is to continually improve services and user experience.

13. Contact Us

If you have questions about this policy, or you need support, please contact:

Bluezone Care Ltd
Email: info@bluezonecareltd.co.uk
Phone: 0193 236 1363

We are here to help.

Bluezone Care Ltd is committed to delivering safe, respectful, and person-centred care. If you have questions, concerns, or need support, please contact us directly.