Introduction

• This Code of Conduct sets out the standards which carers registered at Choose Your Carer are expected to meet, and enables care receivers to ensure that the care that they receive is of the high level that they expect.
• Carers should comply with the spirit and the letter of this Code of Conduct.   
• This Code of Conduct is not intended to replace the terms of any written contract between a carer and a care receiver, but may be incorporated by reference.
• This Code of Conduct may be amended by Choose Your Carer at any time.  Such update shall be posted on the chooseyourcarer.com website and is effective on posting.

Quality of Care  

• Carers must provide care services with all reasonable skill and care and to a professional standard.  
• Carers must ensure that they and their uniform are clean and presentable when they attend the care recipient.
• Carers must always behave in a courteous manner to care recipients and other individuals present; and be  honest and compassionate to the care recipient.
• Carers must be confident that they are able to provide the services required by the care recipient without further training.  
• Carers must provide the care services at the location and during the hours agreed with the care recipient.  Any changes must be agreed in advance by or on behalf of the care recipient.

• Carers must not provide care services if they are sick.  In such circumstances, the carer must notify the care receiver as soon as reasonably possible. If the carer does not comply with this requirement, Choose Your Care  may withhold payments due.
• The carer must ensure they hold an update DBS certificate and provide evidence of the updated DBS certificate to Choose Your Carer.

Punctuality and Holidays

• Carers should always be punctual, and do his or her very best never to miss an appointment with a care recipient.
• If due to an emergency or because the carer is too ill to provide the services, the carer must notify the care receiver as soon as reasonably possible. If the carer does not comply with this requirement, Choose Your Carer may withhold payments due.
• The carer must agree any holidays in advance with the care recipient.
• Carers should do his or her very best to give at least 2 weeks’ notice of a holiday, and must notify the client and Choose your carer.

Complaints, Termination of services

• Carers must notify Choose Your Carer promptly of any complaint or dispute that they receive in relation to the provision of care services.
• Carers must also notify Choose Your Carer immediately if they cease to provide the services for any reason.

Confidentiality

• The carer must keep confidential all information that he or she learns whilst providing care services, including details of the care recipient’s personal information, care programme and progress.
• However, the carer shall be entitled to disclose the information (a) if the care receiver agrees to such disclosure; (b) to prevent or report a crime; (c) to prevent or report serious harm to the care receiver or any third party; and/or (d) to comply with any legal requirement or any court order. Disclosure must be on a ‘need to know’ basis only.

Updated 11th June 2018