Service User Guide

What's inside

This policy is fully drafted and structured, ready to brand and complete for your service. It covers:

• How to use this template
• Writing it in plain English
• 1. Welcome
• 2. What we do
• 3. Who looks after you
• 4. How to become a patient
• 5. Your first visit
• 6. Your care and your choices
• 7. Costs and payment
• 8. Your records and your privacy
• 9. Keeping you safe
• 10. If you are not happy
• 11. Telling us what you think
• 12. If you need something different
• 13. What we ask of you
• 14. Useful contacts
• 15. About this guide

CQC fundamental standard

Legislation & standards it maps to

• Health and Social Care Act 2008 (Regulated Activities) Regulations 2014 - in particular Regulation 9 (Person-centred care), Regulation 10 (Dignity and respect), Regulation 11 (Need for consent), Regulation 12 (Safe care and treatment), Regulation 16 (Receiving and acting on complaints), Regulation 19 (Fit and proper persons employed) and Regulation 20 (Duty of candour)
• Care Quality Commission (Registration) Regulations 2009 - in particular Regulation 12 (Statement of purpose)
• Equality Act 2010 - including the duty to make reasonable adjustments
• Accessible Information Standard (DCB1605)
• Data Protection Act 2018 and the UK General Data Protection Regulation
• Mental Capacity Act 2005 and its Code of Practice
• Consumer Rights Act 2015 - information about services and pricing

Who it applies to

All patients, clients and carers of [Organisation Name], and all staff who give the guide out

How it works

1. Buy securely with Stripe - instant, no VAT, no account needed.
2. Download your editable Word file from the link we email you straight away.
3. Complete the placeholders for your service, then have it approved before use.
4. Add the optional updates subscription and we keep it current as guidance changes.