Service User Guide
A practical overview of how Havenlight plans, delivers, reviews, and safeguards care at home.
Clear expectations matter
This guide sets out how Havenlight supports rights, dignity, communication, medication safety, complaints handling, and day-to-day care delivery.
Assessments
Free of charge
Assessments are carried out before care begins and updated when risks, goals, or preferences change.
Medication
EMAR support
Medication support is recorded on EMAR, with refusals and side effects escalated appropriately.
Complaints
28 day response
Complaints are acknowledged within 3 working days and responded to within 28 days.
This page is structured to feel clear, not dense.
The main points are surfaced first, and the detailed sections are laid out as readable blocks instead of one continuous wall of policy text.
Sections
25 detailed areas
Highlights
3 key trust markers
About Havenlight
Havenlight supports adults to live safely at home with personal care, EMAR medication support, meals, mobility, social activities, and daily routines.
Mission
To provide safe, compassionate, person centred care that protects dignity, promotes independence, and respects choice.
Values
- Respect
- Safety
- Compassion
- Inclusion
- Accountability
- Quality
Fundamental Standards
We work in line with CQC expectations so care is Safe, Effective, Caring, Responsive, and Well Led.
Assessment and Care Planning
Assessments are carried out before care begins and there is no charge for assessments.
We review risks, goals, and preferences, record consent, and update plans regularly.
Your Rights
- You can refuse support
- You can request different times
- You can ask for changes
- You can access records
- You can request advocacy
- You can complain without disadvantage
Communication
We provide interpreters, large text, simplified formats, and advocacy support where required.
Staffing and Training
All staff are DBS checked, trained, and supervised.
- Safeguarding
- Mental Capacity Act
- EMAR medication support
- Infection control
- First aid
- Moving and handling
- Lone working
Medication - EMAR
- We support self administration where possible
- Medication support is recorded on EMAR
- Refusals are reported
- Staff never alter doses
- Staff never conceal medicines
- Possible side effects are escalated
Safeguarding
We protect adults from abuse and neglect. Concerns are reported to safeguarding authorities and emergency services where required.
Complaints and Feedback
Complaints are acknowledged within 3 working days and responded to within 28 days.
Escalation is available to the Ombudsman or CQC where there are regulatory concerns.
Fees and Charges
Assessments are free of charge.
Standard visit - 30 minutes
GBP 22
Standard visit - 45 minutes
GBP 28
Standard visit - 60 minutes
GBP 32
Bank Holiday - 30 minutes
GBP 32
Bank Holiday - 45 minutes
GBP 38
Bank Holiday - 60 minutes
GBP 45
Financial Protection
There are no hidden fees. Staff cannot accept gifts or handle money privately. Any financial support must be recorded and risk assessed.
Privacy and Dignity
- We knock before entry
- We respect modesty
- We keep information confidential
- We treat your home as your private space
Equality and Cultural Needs
We do not discriminate. We support cultural food, prayer routines, modesty preferences, and gender specific carers where possible.
Continuity
We minimise staff changes and inform you when changes are unavoidable.
Health and Safety
- Use of PPE
- Infection control
- Risk management
- Safe mobility support
- Action in emergencies
Emergencies
We may call 999, contact the GP, notify next of kin, or provide basic first aid. You will not be left at avoidable risk.
Ending or Changing Care
You may alter or end support with the required notice as detailed in your agreement.
Confidentiality and GDPR
We store information securely, share only where legally justified, and seek consent unless safeguarding or crime disclosure applies.
Advocacy and Representatives
You may nominate family or professional advocates. IMCA support may apply for serious decisions when capacity is lacking.
Quality Monitoring and Governance
- Audits
- Supervision
- Spot checks
- EMAR reviews
- Incident learning
- Surveys and improvement work
Contact Information
Office Address
To be added
Telephone
To be added
Out of Hours
To be added
hello@havenlightcarelimited.co.uk
Registered Manager
To be added
CQC Contact
Telephone: 03000 616161 for regulatory concerns. CQC does not investigate individual complaints.
Agreement
Service User Signature
To be completed
Date
To be completed
Representative
To be completed
Relationship
To be completed