Policies and procedures should be in place to ensure that the advice you receive is accurate, timely and appropriate. You should be able to expect individual organisations to provide a service that does the following:
- works in your interests,
- has adequate policies and procedures to safeguard your confidentiality,
- provides you with access to information that the service keeps about you,
- has adequate information resources to meet your needs,
- has adequate case management systems to ensure the smooth running of any casework undertaken on your behalf,
- has adequate relationships with other service providers to ensure that if you are referred from one agency to another you continue to receive a seamless service.
An organisation that works in your interests may be an ‘independent’ organisation not controlled by any vested interest. If it is part of a larger organisation such as a local authority this should be made clear to you. Any limits to the advice that can be given should also be explained to you.
Go to the next page: Disabled People and their Representatives
(c) Scottish Accessible Information Forum, 2007
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