Frequently asked questions (FAQ) – Clients

When you move in, you will receive a warm welcome from our staff. We will help you settle into your new environment, introduce you to your key worker, and discuss your personal needs and preferences to create a tailored therapeutic support plan.

Your mental health needs will be supported through:

• Regular one-on-one sessions with a mental health professional
• Access to therapeutic activities and programs
• Medication management and health monitoring
• A personalised support plan that addresses your specific needs

Support includes assistance with daily activities such as cooking, cleaning, and care, as well as emotional support, social activities, and help with managing appointments and medication.

Yes, you can personalise your living space with personal items and decorations to make it feel like home, within health and safety guidelines. Discuss any specific requests with our staff.

Daily routines and activities are planned based on your preferences and needs. You will have the opportunity to participate in various activities designed to enhance your well-being and personal growth.

In the event of a medical need or emergency, our staff are trained to handle health issues and provide first aid. We coordinate with healthcare professionals and can arrange medical appointments as needed.

You will be actively involved in planning your care through regular meetings with your key worker. Your therapeutic support plan will be tailored to your individual needs and updated based on your feedback and progress.

You are encouraged to maintain contact with family and friends. You can arrange visits, phone calls, or video chats according to your preferences. You can have family and friends visit you according to the service’s visiting policies.

Yes, we offer a range of activities and groups designed to support social interaction, skill development, and personal interests. You can choose activities that suit your preferences and participate as much as you like.

When moving in, you should bring personal items such as clothing, toiletries, and any personal effects you would like to have. Our staff will guide you on what is suitable to bring and any restrictions.

You will receive information about our terms, conditions, and policies before you move in, during the referral process. This information will cover safety guidelines, conduct expectations, and the use of shared spaces. If you have any questions, please consult your key worker or staff.

We encourage you to share your feedback with us. You can provide feedback directly to your staff, participate in feedback sessions, or use our formal feedback channels.

• Speak directly with the staff or team manager
• Use our formal feedback form, which can be requested and explained by our staff
• Access a feedback form through our website: www.supportedliving.reconnectnow.co.uk/client-feedback-form/

If you have concerns or complaints, please speak with your key worker or the team manager. We take all feedback seriously and have procedures in place to address and resolve issues promptly. You can make a complaint by:

• Speaking directly with the staff or team manager
• Use our formal complaints form, which can be requested and explained by our staff
• Access a complaint form through our website: www.supportedliving.reconnectnow.co.uk/complaint-form

Yes, you can have visitors. Please speak with our staff to arrange visits and ensure they adhere to our visiting terms and conditions.

Your privacy is a top priority. We handle all personal information confidentially and in accordance with data protection regulations. Discussions and records are kept secure and only shared with your consent.

Details about costs and funding options will be provided during the referral stage and upon moving in. We aim to offer clear information about any financial aspects related to the service.

If your contact information changes, please inform our staff so we can update our records and ensure we can reach you when needed.