Page 36 - Staff Handbook 2024

The level of flexibility in the services
to be delivered will be outlined in the
customer’s care plan/support plan. If
you are unsure what services you are
meant to provide, always contact your
Coordinator for clarification.
If a customer asks you to complete
tasks or provide services outside of the
care plan/support plan, explain to the
customer that you need to check with
the office first. All services delivered
must be safe for both you and the
customer, while always maintaining
Just Better Care procedures.
As a Just Better Care employee,
you have choices. This means that
if you are asked by a customer to do
something you are not comfortable
doing, it’s okay to say no, but always
check with your Coordinator.
The customer can talk to your
Coordinator about what they would
like you to do, and perhaps an
alternative may be agreed upon.
It is important to be honest: if you’re
not comfortable for any reason,
please let your Coordinator know as
soon as possible. Just Better Care
ensures we match staff skills with
customers’ needs.
36 Remember though, you are not
permitted to change the day, time
or length of a service beyond what
is advised in the customer’s support
plan without first consulting your
Coordinator. All changes must go
through your local office.
Reliability and Punctuality
•
Arrive on time for all services
If for any reason you will be late
(for example, traffic issues or a
delayed previous scheduled visit)
please phone your Coordinator
immediately
•
Stay for the full amount of time
scheduled
•
Advise your Coordinator as soon
as possible if you are unable to carry
out a service, to allow a suitable
replacement to be found.
When you arrive, introduce yourself to
the customer and show them your ID
badge. Make sure you have the correct
customer, ask them if you have their
name right and confirm the service
you are there for. If they have any
changes that you are not sure about,
always call your Coordinator.
If a customer refuses services or is not
at home for a service, contact your
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