Customer Service Charter

This charter is your guide to what you can expect from the service. The Consultancy will comply with the “New Approved Occupational Standards for work with Parents” (2005)

FIT FOR PURPOSE

Your views and ideas will be sought, to shape services, with a
“Parents Opinion” feedback sheet.
Update knowledge and practice by: engaging in updates, attending relevant courses and sharing good practice.
Deliver the Incredible Years Group Parenting Programme with fidelity
to the research.
Adhere to the Code of Professional Practice (Nursing Midwifery Council 2002)
Network with key parent support providers in the area, to keep abreast of developments and initiatives and to keep parents informed.

PROBITY

Where the service is unable to meet the needs of the parent(s) this will be discussed and options explored.
Refer to other agencies, if appropriate, and with the consent of parents.
The cost of the service will be explained to keep you informed throughout.

MEETS CONSUMER NEEDS

Respond to your contact within 24 hours and a home visit arranged
within one week.
Undertake a comprehensive assessment of your needs, and work in partnership to build on your strengths, unique knowledge of your child and establish your expectations of this service.
Adhere to the Data Protection Act (1998) - information to remain secure
and confidential.
Enable you to reflect upon influences on parenting and the
parent-child relationship.
Provide access to knowledge and website information.
Clients will be treated with respect, courtesy and consideration.
Where the appointment has to be cancelled you will be informed 24 hours
in advance, where possible. Please extend this courtesy to the service.

RESPONSIBILITY

Comply with the Local Safeguarding Children Procedures, and discuss
impact on confidentiality.