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 | The following are summaries of the policies and procedures that have been approved by the Trustees and are provided here for information only. An official and full copy can be requested by email. COMPLAINTS PROCEDURE The Phoenix Stroke Club provides a day care centre for stroke survivors and welcomes feedback from all members and service users whether it is positive or negative. This allows the Phoenix Stroke Club to improve its services and to ensure that it is meeting the needs of all its members. The Phoenix Stroke Club aims to maintain a high quality service at all times. However, if anyone is dissatisfied with the service, the manager and trustees will respond quickly and attempt to put things right. The Phoenix Stroke Club has a simple process for dealing with any complaint which initially can be made by telephone or in writing. CONFIDENTIALITY POLICY The Phoenix Stroke Club is committed to providing a confidential service to its members, staff and volunteers. The Phoenix Stroke Club complies with the Data Protection Act 1998 and its provisions apply to all information recorded either manually or on the Club’s computer system. DISCIPLINARY PROCEDURE The Phoenix Stroke Club acknowledges that disciplinary rules and procedures are necessary for promoting fairness and equality in treatment of individuals and in the conduct of employment relations. EQUAL OPPORTUNITIES POLICY The Phoenix Stroke Club acknowledges that all people should be equally valued regardless of their impairment (whether it is physical, mental or sensory), race, ethnic origin, age, gender, sexual orientation, marital status, health (including those with AIDS or those who are HIV positive), spent conviction, responsibility for children or others, religion, political or moral belief. The Phoenix Stroke Club is committed to promote equality of opportunity as a provider of services to stroke sufferers and as an employer of staff and volunteers. The Phoenix Stroke Club will promote a culture that values all its members, staff and volunteers positively and will seek to eliminate all forms of discrimination from every aspect of its work and structure. GRIEVANCE PROCEDURE This procedure applies to all members of staff. It is expected that many grievances will be resolved satisfactorily by informal discussion but where this is impractical, this procedure is intended to ensure that any grievance is settled as fairly and as quickly as possible. The term 'grievance' is related to expressions of concern about working relationships and should not be confused with the disciplinary or complaints procedures. HEALTH & SAFETY POLICY The Phoenix Stroke Club acknowledges its duty and responsibility under the provisions of Health & Safety at Work legislation and will ensure, in so far is as reasonably practicable, the health, safety and welfare of members of staff, volunteers, members and visitors. VULNERABLE ADULTS POLICY A 'vulnerable adult’ refers to any person aged 18 years or over who is or may be in need of community care services by reason of mental or other disability, age or illness and who is or may be unable to take care of himself or herself, or unable to protect himself or herself against harm or serious exploitation. The overarching principle of these practice guidelines and procedures is that the first priority should always be to ensure the safety and protection of vulnerable adults. All staff and volunteers working with vulnerable adults have a duty to protect them and should make themselves fully aware of this policy and the guidelines within it. All allegations of abuse of a vulnerable adult must be treated seriously. All action taken under these guidelines must be carried out sensitively, taking account of the vulnerable adult’s individual needs including race, culture and ethnicity, age, gender, religion, disability and sexuality. VOLUNTEER GUIDANCE The Phoenix Stroke Club values its volunteers and the aims to ensure that all volunteers enjoy a satisfying and rewarding experience at the Club. The Phoenix Stroke Club commits to assisting volunteers by providing good information and support, matching skills, experience and enthusiasm to the Club’s requirements and provide training and guidance.
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