Our Standards
Our Standards at The Phoenix Group
Caring for our Members
Providing the best support we can to our members is of the highest priority to us at Phoenix.
Our commitment is to at all time act in our members’ best interest and to continually improve the support we can offer.
In showing our respect for our members we support all Phoenix members in the following manner:
Data Security
We are registered under the requirements of the Data Protection Act. No unnecessary information about clients is stored. All reasonable electronic and physical measures are taken to protect clients data security
We will not accept any information that could lead to the identification of service users from any of our clients who may be mental health or social care providers
We take measures to ensure the safe use, transmission, storage and destruction of electronic data and will provide its practice standards to bona fide clients for each project.
Health and Safety
Though we are not required under current legislation to have a Health and Safety Policy we have adopted the following policy statement for the Phoenix Group:
Equality and Diversity
We are committed that equality of opportunities are promoted actively and in which unlawful discrimination is not tolerated. We recognise the real benefits of working with a diverse community of associates and to this we end values diversity.
We will aim to ensure that:
Environmental Policy
We ensure that we and our associates consider the impact of their working arrangements on the environment at all times. The following actions are supported by us:
Indemnity Insurance
We maintain current insurance for all our services and products covering:
Our Complaints Procedure
We are committed to providing good quality services. We recognise however, that sometimes we may get things wrong or make mistakes.
We do not look on complaints as unwanted, they may help us to see where our services might be improved. So let us know where you feel we have done something which you found unsatisfactory, even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.
How to complain
Step 1: Contact us
The first step is to talk to a Trustee, this can be done quite informally, either by telephone or email - there is a form at the bottom of this page.
Usually, the best associate to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.
Step 2: Taking your Complaint Further.
We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint to a Trustee setting out the details, explaining what you think went wrong and what you feel would put things right.
Once we receive a written complaint, she or he will arrange for it to be fully investigated. Your complaint will be acknowledged in within five working days stating when you can expect a full response. This should normally be within three weeks unless the matter is very complicated, in which case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.
If you are not satisfied with our response, you can always seek advice from outside the organisation. It may be possible to seek help from an advice agency or other organisation and we will provide you with details of any services local to your area if we can.
Caring for our Members
Providing the best support we can to our members is of the highest priority to us at Phoenix.
Our commitment is to at all time act in our members’ best interest and to continually improve the support we can offer.
In showing our respect for our members we support all Phoenix members in the following manner:
- Provide as high a quality of support as we can a all times
- Courteous at all times.
- Polite and patient. Considerate & flexible to our members needs.
- All private information about our members is kept confidential and is not shared with a third party
- We normally respond to emails and telephone calls within three working days.
- Should any of our members feel dissatisfied by our service they may contact us and we address their concerns as a matter of the highest priority.
Data Security
We are registered under the requirements of the Data Protection Act. No unnecessary information about clients is stored. All reasonable electronic and physical measures are taken to protect clients data security
We will not accept any information that could lead to the identification of service users from any of our clients who may be mental health or social care providers
We take measures to ensure the safe use, transmission, storage and destruction of electronic data and will provide its practice standards to bona fide clients for each project.
Health and Safety
Though we are not required under current legislation to have a Health and Safety Policy we have adopted the following policy statement for the Phoenix Group:
- Overall and final responsibility for Health & Safety is that of the Trustees
- All volunteers have the responsibility to co-operate with the Trustees to achieve a healthy and safe workplace and practices and to take reasonable care of themselves and others.
- Whenever a Trustee or a Volunteer notices a health or safety problem which they are not able to put right, they must straightaway tell the appropriate person.
- Appropriate insurance is taken to replace equipment as soon as is needed to continue any project work with the minimum of delay possible
Equality and Diversity
We are committed that equality of opportunities are promoted actively and in which unlawful discrimination is not tolerated. We recognise the real benefits of working with a diverse community of associates and to this we end values diversity.
We will aim to ensure that:
- All of our members and any visitors are treated fairly, with dignity and respect
- We afford all of our members and any visitors the opportunity to fulfil their potential
- We promote an inclusive and supportive environment
- We recognise the varied contributions made by people with a wide range of experiences
Environmental Policy
We ensure that we and our associates consider the impact of their working arrangements on the environment at all times. The following actions are supported by us:
- Correspondence and reporting will take place electronically and where paper copies are requested only 1 printed copy will be supplied.
- Where travelling for meetings or visits to members are required where practical journeys will be taken using public transport or “car sharing” if possible.
- All waste produced is recycled as far as possible, with scrap documents being cross shredded on our premises.
Indemnity Insurance
We maintain current insurance for all our services and products covering:
- Public Liability
- Professional Indemnity
- Employers Liability
Our Complaints Procedure
We are committed to providing good quality services. We recognise however, that sometimes we may get things wrong or make mistakes.
We do not look on complaints as unwanted, they may help us to see where our services might be improved. So let us know where you feel we have done something which you found unsatisfactory, even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.
How to complain
Step 1: Contact us
The first step is to talk to a Trustee, this can be done quite informally, either by telephone or email - there is a form at the bottom of this page.
Usually, the best associate to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.
Step 2: Taking your Complaint Further.
We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint to a Trustee setting out the details, explaining what you think went wrong and what you feel would put things right.
Once we receive a written complaint, she or he will arrange for it to be fully investigated. Your complaint will be acknowledged in within five working days stating when you can expect a full response. This should normally be within three weeks unless the matter is very complicated, in which case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.
If you are not satisfied with our response, you can always seek advice from outside the organisation. It may be possible to seek help from an advice agency or other organisation and we will provide you with details of any services local to your area if we can.
