The result of feedback gathered from both clients and stakeholder, these operational standards outline the level of service that they can expect from Foundation, and cover various aspects of our service from the referral stage, right through to what can be expected when a customer starts to receive support.
Informing the client and the referral agency of the assessment date
7 working days from receiving the referral form
Provide customers and referral agencies with an update of the client’s position on the waiting list
every 2 months and undertake a six monthly re-assessment
Reporting a safeguarding concern
immediately reported and dealt with. Non-serious cases dealt within 48 hours
Client’s being notified that their support worker is away
if away for 5 working days and, where possible, they will be provided with a named replacement support worker
Receive a response to a complaint
acknowledged immediately, where possible, otherwise 2 days. A full response will be received within 15 days, or the complainant will be notified why a response cannot be made within this time frame
Our standards are regularly reviewed to ensure that they continue to align with expectations, and to ensure that we continue to provide exceptional services that improve the lives and well-being of our service users.