National care standards: short breaks and respite care services for adults

7-18 Using the service (standards 7 to 18)

7 Starting to use the service
8 Making choices
9 Feeling safe and secure
10 Exercising your rights
11 Expressing your views
12 Lifestyle
13 Eating well
14 Keeping well - healthcare
15 Keeping well - medication
16 Private life
17 Daily life
18 Supporting communication

Introduction to standards 7 to 18

Short breaks and respite care should provide a positive experience for you and a break for carers from the main caring tasks. This positive aspect should be evident, even when the break takes place in an emergency.

Starting to use the service - making choices

Those providing your care and support will know why the service has been provided for you and your carer. They will be able to talk to you about any worries that either of you may have when you start to use the service and the choices and decisions to be made.

Feeling safe and secure

You have the right to feel safe and secure during your short break or respite care. You will be able to choose the risks you want to take in the same way as you usually do, as long as there is a sensible balance between your needs and preferences and those of others.

Exercising your rights - expressing your views

The service provider must always respect and actively promote your rights as a citizen. Using the service, you keep your human rights and you also have a responsibility not to infringe the rights of others. The provider must take seriously your comments, concerns and complaints about the quality of the service and your experience of it. They are your way of contributing to and influencing how the service is run.

Lifestyle - social, cultural and religious belief or faith

The standards in this section make it clear that you can continue to live your life in line with your own social, cultural or religious beliefs or faith.

Eating well and keeping well

Good, nutritious food and drink are important in keeping and improving your health. Individual choices of food and drink vary, as do dietary needs. Having your own needs and choices met is an important part of the quality of day-to-day life. Keeping healthy or regaining your health are important to your wellbeing and quality of life. You have a right to have your health needs met and to have support in using the full range of healthcare services. You also have a right to have your medication arranged efficiently and safely if you want this.

Private life and daily life

In the short break or respite care, you continue to have the right to a private life. Your individual agreement will let the service know what activities and interests you have and how to help you to stay involved in these or develop new interests.

Supporting communication

People may use different languages or methods of communication for a variety of reasons. As a result, they may have difficulty in making themselves understood. However, being able to communicate is essential in playing an active part in daily life and you should get help to do so if you need it.

Starting to use the service

Standard 7
You are welcomed by those providing your care and support and are clear about who will help and support you.

1 You have a named member of the service providing your short break who will co-ordinate your individual agreement, monitor its progress and stay in regular contact with you and everyone involved.

2 You can discuss your needs at all reasonable times with that person.

3 If you are not certain about whether the service is right for you, you can speak to those providing your care and support to help you with your final decision.

4 If you have to move into respite care because of an emergency or crisis:

• every effort will be made to meet your preferred option before the service starts. The needs and wishes of your carer or representative will be taken into account when agreeing the service that will be provided;
• where information relating to your care needs is not available, a full assessment of need will take place within 72 hours of you taking up the service. Your carer or representative may be able to take part in the assessment;
• the provider and your care manager will keep in touch to make sure that the service suits your needs;
• the provider will help you keep up to date about the crisis and how it may affect how long you stay;
• within 24 hours, you will meet a member of the provider's staff to discuss the service in more detail and your carer or representative will be kept fully informed about your care, unless otherwise specified; and
• the provider will recognise any needs you may have as a result of the emergency placement.

Making choices

Standard 8
You can take part in deciding what the service will provide to meet your assessed needs.

1 You can contribute to the way the service is delivered, according to your skills and interests.

2 Your carer and/or representative has the same opportunities to contribute to the way the service is delivered.

3 Your carer and/or representative may be involved in making decisions if you want them to and if you cannot express your preferences.

4 Your individual agreement reflects your individual choices and preferences. If it is not possible to provide for your preferences, the reasons will be discussed with you and the outcome recorded.

5 You can choose whether you want to keep control of your personal affairs during your short break. You can get help with your financial arrangements if you need it.

Feeling safe and secure

Standard 9
You feel safe, secure and comfortable in the environment where the service is provided. Your right to be able to take reasonable risks is also respected.

1 You choose how you spend your time, depending on your own health and wellbeing and risk assessment. The provider may ask your carer and/or representative for their views.

2 If the short break is in the home of another family (as in family-based respite), a risk assessment of the living arrangements will have been carried out and any recommendations will be followed.

3 Your carer or representative is kept fully informed of any accident or incident that happens during the short break or respite care.

4 You can be confident that you will be in an environment that is free from bullying, harassment, discrimination and any other form of abuse.

5 In a short break away from home, you know that:

• your living environment is safe and secure;
• you can safely store your personal belongings in your room;
• all equipment that is used to help you in your daily life will be regularly serviced and maintained;
• you are kept informed of all emergency procedures in a way that is suited to your needs;
• your carer or representative is asked about any special needs you may have which need to be considered in an emergency;
• your personal belongings will be used only by you unless you want to share their use and have given your permission. Only you use your clothing and you are not expected to wear other people's clothes; and
• staff will make sure that your clothing and personal belongings are clearly marked.

Exercising your rights

Standard 10
You keep your rights as an individual.

1 You are confident that staff will treat you politely at all times and always respect your individuality.

2 You are called by your preferred name or title at all times by staff.

3 If you need help, your request will be dealt with as soon as possible.

4 Confidential information about you is only shared with others if you give permission.

5 If any information cannot be kept confidential, you will be told why and who has the right to see it.

6 You can be sure that your confidential records are held securely.

7 You have access to any information or records held about you unless there are confidentiality policies or legislation that prevent this.

8 You can challenge any information held about you which you feel is misleading and which may affect the service provided.

9 You can be supported to retain your civil rights (for instance, voting in an election).

Expressing your views

Standard 11
You are encouraged and supported to make known your views on any aspects of the service.

1 You can freely discuss any concerns you have with those providing your care and support or the appropriate member of staff or management.

2 You know how to make a complaint or comment about the service. You are also aware of the procedure for making complaints directly to the Care Commission.

3 You are not penalised in any way by the service if you have made a complaint. You do not have to give your name when you make a complaint if you do not want to.

4 Your carer or representative has an equal opportunity to make his or her views about the service known and can receive support to do so, if necessary.

5 The provider deals with concerns and complaints quickly and sympathetically, and provides full information about what happens as a result.

6 You are encouraged and supported to use an independent and confidential advocacy service that can act for you, if you want to.

7 If you have an independent advocate (representative), staff will listen to what he or she has to say on your behalf, as if you were expressing the views yourself. They will take seriously any suggestions or proposals resulting from you using an advocate.

8 You can play a part in the Care Commission's inspection of your service, if you want to.

9 The manager of the short breaks and respite service will give you a copy of the most recent Care Commission inspection report about the service, so that you and your representative can look through it in your own time.

Lifestyle - social, cultural and religious belief or faith

Standard 12
Your social, cultural and religious beliefs or faith are known and respected. You are able to live your life in keeping with these beliefs.

1 Those providing your care and support will be properly informed about the implications for you of your social, cultural and religious belief or faith.

2 You are given the opportunity and support you may need to practise your beliefs, including keeping in touch with your faith community.

3 Your holy days and festivals, birthdays and personal anniversaries are recognised and ways found to make sure you can observe these as you choose.

4 Your routines, preferences and any cultural needs relating to your personal care will be respected, for example, the way you look after your skin and hair.

Eating well

Standard 13
Your meals are varied and nutritious. They reflect your food preferences and any special dietary needs. They are well prepared and cooked and attractively presented.

1 You can be confident that those providing your care and support will make sure that your meals reflect your choices and preferences, including ethnic, cultural and faith ones, and take account of any special dietary needs (for example, if you are a vegetarian or have diabetes).

2 You can be confident that your meals are well prepared and well presented and that all food handling follows good food hygiene practices.

3 You must be able to eat and enjoy your food and drink. If you need any help at mealtimes (for example, adapted cutlery or crockery, a liquidised diet or help from your those providing your care and support or care staff), the service will arrange this for you.

4 Those providing your care and support will note anything that may affect your ability to eat or drink, such as your dental health. If there are concerns, they will support you to get advice and help if you want.

5 If you are unable to say if you are getting enough to eat or drink, those providing your care and support will keep an eye on this for you if you want them to. If there are concerns, they will explain them to you or your representative. With your agreement, they will take any action needed, such as seeking advice from a dietician or your GP.

6 If your short break takes place away from your home, you are free to eat your meals wherever you like, for example in your own room or in the dining room. You can eat them in your own time and you can have snacks and hot and cold drinks whenever you like.

Keeping well - healthcare

Standard 14
You can be confident that the service knows your healthcare needs and arrangements are in place to meet them in a way that suits you best.

1 You continue to be registered with your usual GP and dentist. If this is not possible, arrangements will be made in advance for you to be registered as a temporary resident with the GP and dentist of your choice from those providing services in the area.

2 You can be confident that, if you were receiving healthcare services (for example, attending hospital clinics, physiotherapy or counselling) before your short break and you still need them, arrangements are made to ensure that you continue with them.

3 You can expect those providing your care and support to be aware of issues about the assessment and management of any symptoms you may have and how to access any specialist services.

4 If you become ill or your health is not improving, you know that your doctor or other relevant healthcare team member will be contacted, if you cannot do so yourself.

Keeping well - medication

Standard 15
If you need to take medication, those providing your care and support know this and there are arrangements in place for you to take your medication safely and in the way that suits you best.

1 You can be confident that the service knows whether or not you are taking medication and tells those providing your care and support about this.

2 If your short break takes place away from home:

• you can choose whether to manage your own medication, unless there are specific legal provisions applying to you that prevent this;
• if you are managing your own medication, you will be given your own safe place for keeping it. If you need it, you will also have special storage somewhere else (for example, in a fridge) that is accessible to you;
• you can get help with ordering and collecting any prescriptions you may need during your short break;
• if you have your medication managed for you, you can be confident that the service has comprehensive systems for ordering medication and for its safe storage and administration, and for the safe disposal of unused medicines. Those providing your care and support or care staff know about these systems and follow them; and
• if you are on medication that someone else needs to administer (for example, an injection), this will be arranged for you and will be given in a way that recognises and respects your dignity and privacy, as set out in your individual agreement.

3 If you have any questions about your medication which those providing your care and support cannot answer, they will help you to get the advice from your community pharmacist, GP or another member of the primary care team.

4 You can expect those providing your care and support to be aware of issues around the assessment and management of any symptoms you may have, including pain, and how to access any healthcare services if there are any concerns.

5 You can be confident that those providing your care and support will monitor your medication and the condition for which it has been prescribed. If there are any changes or concerns about the medication or the condition, they will get medical advice, if you agree.

6 If you are capable of understanding the need to take medication and what will happen if you do not do so, but you refuse to take it, those providing your care and support must respect your wishes.

7 You may not understand that you need to take medication and what will happen if you do not do so. If so, there are legal powers ² that allow other people to give permission for you to receive treatment, if it is necessary for your health and welfare.

2 Adults with Incapacity Act 2000; Mental Health (Scotland) Act 1984

Private life

Standard 16
You have the right to a private life.

1 Your personal care needs are met in a way that respects and meets your need for privacy.

2 If your short break takes place away from home and you need help to meet your personal care needs, you can choose who helps you, depending on which staff are available, your personal wellbeing, and health and safety requirements.

3 Your wishes regarding personal space are respected wherever possible, in line with the type of service provided and the physical space available.

4 Those providing your care and support recognise that your sexuality, sexual needs and preferences are important to you. They accept and support your right to have intimate relationships that you have consented to if it is legal to do so.

5 If your short break takes place away from home, you are consulted beforehand about visits or visitors.

6 Your belongings are treated with respect.

7 Those providing your care and support in your own home will only go into those parts of your home that you have given permission for, except in exceptional circumstances.

Daily life

Standard 17
You make choices and decisions about day-to-day aspects of your short break or respite care and about how you spend your time.

1 You receive information in a way that you can understand and that will help you to follow your interests and chosen activities.

2 You can keep up relationships with family, friends, carers and relatives and links with your own community. If you want to, you will be supported to do so.

3 You have support in making the most of opportunities to meet other people and develop new relationships or to take part in new activities if you want to. Your carer's views may be considered when agreeing what activities you can take part in. The individual agreement will record them.

4 You have opportunities to take part in relaxation and activities which are enjoyable and take account of your preferences, age, abilities and culture.

5 You have help if you want it to keep up your personal appearance, taking account of your preferences, age, comfort, fashion and culture.

6 You can be confident that, in a short break away from home, none of your opportunities will be affected because you are only staying for a short time.

7 You can be confident that, where the service provides transport, this will be available to help you maintain your existing relationships and activities.

Supporting communication

Standard 18
You have help to use services, aids and equipment for communication if your first language is not English or if you have any other communication needs.

1 You can be confident that communication support is available for you at all times.

2 You have help to keep in touch with your family, carer and friends, if you and your family, carer and friends want to.

3 You can communicate in whatever way you want, at any time and at your own pace.