ADVOCATE for mental health

Information given to us by service users will remain confidential to Advocate for Mental Health. Information will not be passed on to third parties unless we are specifically instructed to do so by service users. However, there is one exception to this rule where a service user threatens to harm either him or herself or another.

Disclosure of information

Advocate for Mental Health keeps files as a record of the work they have agreed to undertake with service users. We operate an open file policy which means that the service user can ask to see or have copies of their file at any time. All information received by the project relating to the service user will be shared with the service user.

Feedback and Complaints

We acknowledge that there may be occasions when service users will be unhappy with the service they receive from us. Complaints may be resolved informally, or if necessary users may pursue a formal complaint. We have a formal complaints procedure and users should be informed of this and encouraged to give feedback about the service.

We also gather information and feedback in the form reports from User Focussed Monitoring, by way of questionnaires and an annual focus group. If you have used our service and would like to take part in a focus group please contact Clive, the Director.

Independent and User-led

The service is user-led and we take our instructions from service users only. We will not discuss anything with third parties without the service user's permission and we will not request access to information pertaining to service users without their express permission. Service users have a right to be present when an advocate is liasing with staff on their behalf. The advocate will not make decisions or choices on behalf of the service user, but should enable service users to make informed choices. Advocates will not impose their personal views and will work at the service user's own pace. Advocates should not promise more than they can deliver and will encourage realistic expectations and deliver realistic timescales. Advocates should declare any conflict of interests and refer to another advocate if appropriate.

Access

The service provided by Advocate for Mental Health is free of charge. Advocate for Mental Health will do our utmost to provide advocates whose gender, ethnicity, mental health background etc makes the service more accessible and appropriate for service users, and in accordance with our equal opportunities policy. An advocacy relationship will last as long as the user wants it to. The service user has the right to dispense with the services of his/her advocate, or to choose another advocate at any time. Exercising these choices will not prejudice the user's right to access the service in the future. Any choices made on the basis of behaviour or attitudes that are discriminatory will not be tolerated and may result in the service being withdrawn.

Giving and receiving of money/gifts

Advocates should not give or receive gifts, nor will they lend money. Advocates will not hold service users' money or valuables.

Explanation of service

All advocacy service users will be given verbal and written information about Advocate for Mental Health and the type of support we are able to provide when they are introduced to the service. The written information will be in the form of a leaflet.

Referral to other agencies

Advocate for Mental Health will refer on to other agencies if they are unable to assist service users.

Withdrawal of service

Advocate for Mental Health operates within an equal opportunities framework. If a service user behaves in a way that is sexist, racist, homophobic or otherwise discriminatory in nature, or has concerns that are clearly motivated by racist, sexist or other discriminatory attitudes, the service may be withdrawn. For further information please refer to our withdrawal of service policy.

Dignity and respect

Advocates will treat all service users with dignity and respect at all times.

Self-advocacy

Advocate for Mental Health promotes self-advocacy as the underlying goal of all our work. This means that the project provides information and support to enable the user to express their own informed opinions and wishes.

Rights of advocates

Advocates will work in a way that is mindful of their own safety and that of service users.

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