Client Charter Policy and Procedure

The primary goal of this policy is to ensure high-quality care for all participants while
respecting their dignity, rights, and individuality. It also reinforces Combined Therapy
Services’ (CTS) commitment to treating everyone—participants, families, visitors, and
staff—with equality, respect, and integrity, in compliance with relevant laws and standards.

Rights of Participants:

CTS uses the Charter of Human Rights and Responsibilities Act 2006 and the Disability Act 2006 as guiding frameworks to uphold participants’ rights. Key rights include:

Individual Recognition: Physical, mental, cultural, and personal uniqueness are respected.
Freedom from Harm: Protection from violence, misconduct, or neglect.
Voice and Participation: Input in decision-making about services affecting them.
Respect and Compassion: Always treated with dignity and care.
Confidentiality: Private information is protected.
Equality and Anti-discrimination: Equal access and freedom from bias.
Self-determination: Encouragement of independence and personal agency.
Service Access: Ability to access and refuse services without penalty.
Choice and Flexibility: Right to choose providers and support workers.
Support and Advocacy: May appoint someone to advocate on their behalf.
Complaint Rights: Right to lodge complaints and access external support

resources.

Participant Responsibilities

Participants are expected to:

Communicate Changes: Notify CTS if their support needs change.
Respect Others: Treat workers and fellow participants with courtesy.
Protect Confidentiality: Respect the privacy of others.
Participate Constructively: In planning and feedback processes.
Take Responsibility: For personal choices and payments for services.

Management:

The CEO/Director is accountable for:

Enforcing this policy and ensuring legal compliance.
Maintaining high standards of care aligned with relevant legislation.
Conducting internal and external audits and annual reviews.
Responding to and managing policy breaches.
Supporting affected participants and updating procedures as needed.
Leading continuous improvement efforts.

Workers:

Workers are required to:

Uphold and promote human rights.
Deliver high-quality, respectful care.
Respond to participant needs.
Report any breaches of rights or cultural standards to management.
Actively implement and adhere to the organisation’s framework and ethical values.

Who's Responsible?

Policy Review and Feedback

The policy is subject to change and is formally reviewed annually.
Feedback from participants, families, carers, and staff is crucial.
Changes are made to enhance effectiveness and keep the policy aligned with best

practices and legislation.