Confidentiality
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 the service user. Please be aware that where a service user threatens to harm either him or herself or another, or where there are concerns that relate to our obligations under Safeguarding Adults/Children procedures, we cannot keep such matters confidential and they will be disclosed appropriately.
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 service 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 service users may pursue a formal complaint. We have a formal complaints procedure and service users should be informed of this and supported through the process.
We gather information and feedback through our service user evaluation questionnaires. If you have used our service and wish to give us one-to-one feedback about the service you have received you are welcome to contact us and speak directly to our Chief Executive about your experiences of our service.
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 about service users without their express permission. Service users have a right to be present when an advocate is talking with other mental health professionals on their behalf.
The advocate will not make decisions on behalf of the service user, but will work to enable the service user to make their own 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 commit to 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. We will do our utmost to provide advocates who reflect the diversity of the community that we work in, in accordance with our equal opportunities policy. Our service users have the right to request an advocate that is acceptable to them and Advocate for Mental Health will try to comply with specific requests where that is possible. However, specific requests made on the basis of attitudes or behaviours 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, or lend money to service users. Advocates will not look after service users' money, valuables or any other possessions.Explanation of service
All 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 leaflets.
Referral to other agencies
Advocate for Mental Health will refer on, where possible, to other agencies if we 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 ultimate goal of all of our work. This means that the service provides information and support to enable our service users to express their own informed opinions and wishes. Advocate for Mental Health offers annual self advocacy training courses that are open to all of our service users.
