Change how menu appearsCODE OF PRACTICE FOR THE DELIVERY OF SERVICE TO CUSTOMERS
Foreword
The Department of Health and Social Security is committed to providing quality services to the public.
The Code of Practice for the Delivery of Services is a cornerstone of that objective. It lays down a framework of general standards within which each of the many and diverse service areas of the Department can develop and publish their own specific and detailed standards to govern the way in which they do business with the users of their service.
For the first time, as an extension to earlier versions of this Code, the Department‘s newly published Core Values are included. These are, of course, consistent with the organisational values of the Isle of Man Government as a whole, to be found on page six of the Strategic Plan 2007 – 2011.
The Department exists to provide a range of health, social and welfare services fundamental to the underpinning of the quality of life of the people of the Island. By their very nature, many of those services are being provided to people in circumstances which they would prefer to have avoided. It is for this reason that the responses we sometimes receive are challenging and require us to remain committed to our professional standards.
It is equally vital that those elements, providing quality in our services, are subject to continuous review and development. This Code of Practice establishes the foundation upon which that process can be built.
David Killip, DHSS Chief Executive
Our Core Values
We want to succeed in delivering the best possible services. To achieve this, our principles and values are:
To put those who use our services at the heart of everything we do
We will do this through:
- treating those who use our services with honesty and openness
- promoting independence, protection and inclusion
- ensuring that all information we hold on those who use our services is treated confidentially
- listening to and involving those who use our services
- developing good partnerships
- protecting each person’s right to courtesy, dignity and respect as well as their spiritual and cultural needs.
To continuously seek to improve the services we deliver
We will do this through:
- practising efficient and effective team working by committing to achieving common goals
- involving those who use our services to plan what we deliver
- working with other agencies to provide a seamless service
- providing a safe and clean environment that promotes comfort and well being
- measuring what we do against agreed standards and outcomes
- using evidence, best practice and feedback
- encouraging a culture of mutual challenge
- recognising and celebrating excellence in service delivery
- no undue waiting or delays
- continuing to strive to give value for money services and eliminate waste.
Staff will support, respect and value each other
We will do this through:
- effective communication and understanding
- involving staff in planning and decision making that affects them and the services that they can provide
- supporting staff to reach their full potential
- promoting and emphasising professionalism and competence
- ensuring good leadership at every level to reinforce the values through appropriate behaviours
- having fair and consistent employment practice
- recognising achievements at all levels in the organisation.
Consultation and Choice
You can expect us to:
- provide an opportunity for customers to comment in relation to the delivery and review of services
- periodically publish the results of consultation and where practical modify the service provided
- provide choices, where feasible, in service delivery.
Service by Telephone
You can expect us to:
- respond quickly and courteously, identifying ourselves by name
- be helpful and provide the information you require
- try to deal with your enquiry without passing your call to another person
- take details and call you back or write to you as soon as possible if we cannot answer your enquiry straight away.
Visitors
You can expect us to:
- be polite, courteous and fair in our dealings with you
- be honest and open with you
- try to deal with your enquiry as soon as possible
- respect your privacy when talking to you, arranging a private interview on request
- try to ensure that queues are kept to a minimum.
Home Visits
You can expect us to:
- identify ourselves using official ID cards
- arrive at your home within the period of time indicated to you and to inform you if we are going to arrive outside that period
- provide you with relevant information and check you understand this information
- be honest and open with you.
Letters and email
You can expect us to:
- reply to your letter as soon as possible. If there is going to be a delay we will send you an interim reply explaining the position
- write to you as clearly as we can and explain any technical terms
- ensure that all letters carry a contact name and telephone number.
Information
You can expect us to:
- provide information that is jargon free, timely, accurate and recognises the needs of people with disabilities
- try to help you as best we can if your business with us involves another Department
- strive for simplification of rules, regulations, forms, information and procedures.
Listening to your views
You can expect us to:
- ensure, if you wish to make a complaint, that information is easily available to assist you to do so
- carefully consider all comments received.
The Code of Practice for the Delivery of Services has been developed to advise you about the standards of service you can expect. Each main service area has developed local standards of service based on the guidance contained in this leaflet. To maintain high standards of service we need those who use our services to tell us when standards are being met and just as importantly when standards are not being met. All comments are welcome and can be forwarded by letter or telephone to the relevant Director as listed in this leaflet.
Copies of this leaflet can be obtained from:
Jan Mellows, Manager DHSS Business Support Team/Public Relations, 3rd Floor, Markwell House, Market Street, Douglas, IM1 2RZ E-mail: Jan.Mellows@gov.im Telephone: (01624) 685110
Contact Details
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