The Domiciliary Care Agencies (Wales) Regulations 2004

Service user’s guide

5.—(1) The registered person shall produce a written guide to the agency which shall contain —

(a) a summary of the statement of purpose;

(b) a description of the geographical area in respect of which the agency arranges for services to be provided;

(c) the terms and conditions upon which personal care is to be provided for service users, including those as to —

(i) the amount and method of payment of fees;

(ii) the matters described in paragraphs 5, 6 and 9 of Schedule 1;

(d) a description of the staff structure of the agency;

(e) a summary of the agency’s complaints procedure required by regulation 21;

(f) a statement as to the responsibilities of the agency and the service user in relation to health and safety;

(g) details of how the service user may contact the registered person, or a person nominated to act on his or her behalf, at all times during the period for which personal care is being provided;

(h) information on the matters described in paragraphs 8, 16 and 18 of Schedule 1; and

(i) a description of the process established by the agency for monitoring and reviewing the quality of the service being provided by the agency to the service user (including where appropriate consultation with other bodies providing services to the service user).

(2) The registered person shall —

(a) provide a copy of the first service user’s guide to the appropriate office of the National Assembly;

(b) provide a copy of the current version of the service user’s guide to each service user or the service user’s representative when the agency first arranges for the provision of personal care for the service user; and

(c) subsequent to the provision described in (b), provide on request further copies of the service user’s guide to the service user or the service user’s representative.