Customer refusing support

Purpose

This procedure is for the guidance of those staff undertaking visits to customer’s homes. It describes the actions to be taken by staff in the event that circumstances arise which result in the customer having an urgent need for support from family, GP, emergency services or social services and where the customer refuses that support.

Responsibility

All staff

Process

The procedure should only apply in those infrequent circumstances.

• Where the customer refuses support in circumstances where staff judge that support is critical and refusal would pose an unreasonable or unwarranted risk to the customer or another person, the over-ruling customer’s wishes procedure should be followed.
• In all other circumstances, staff should discuss the issues with the customer and seek to persuade the customer to accept their recommendations.
• Whatever the outcome details must be recorded on Jontek.