Withdrawal of Service

Extra Hands is committed to providing a reliable, flexible and effective service to all Service Users. Every effort is made to ensure that the specified service is delivered in the agreed manner at the correct time and place. However, there are a number of particular instances when Extra Hands reserves the right to withdraw or refuse a service. These occasions are described below:

1. Concern for the Service User

Where Extra Hands Care Management believes the stipulated pattern and/or type of care to be inappropriate to the needs of the Service Users and/or prejudices their continued health and well-being.

2. Concern for Care Staff

2 .1 Health & Safety
Where the environment in which the Care Staff are required to work is likely to affect their health and safety.

2 .2 Violence
Where there is a real threat of physical violence to Care Staff.

2 .3 Verbal and/or Verbal Sexual Abuse
Where the Service User and/or friends/relatives of the Service User direct continued verbal abuse towards Care Staff.

3. Financial

Where correctly presented invoices are not paid within the prescribed period. In these circumstances Extra Hands always endeavours to adopt an understanding approach to personal financial difficulties.

Notification of Refusal or Withdrawal of Service

Refusal

Refusal of service will be notified, in writing, at the earliest opportunity following the Service User’s request for a service, along with the reason for the refusal. If satisfactory guarantees can be provided by the Service User or Service User’s representatives that ease the identified area of concern then the provision of service will be reviewed.

Withdrawal

Reason(s) for the withdrawal of a service will be notified immediately in writing to the Service User, their representative, GP or Care Manager where appropriate, and Extra Hands management. This procedure will only be varied if there is immediate risk to the Care Staff’s welfare.