Service user involvement starts with you the individual service user. It is about you being able to have your say in the care and treatment that you receive. It is about sharing decisions made about your treatment with those providing that treatment. We believe that you have the right to become involved in activities that affect your health and well-being. We recognise that people who use drug services have a unique point of view due to their own experiences of using treatment services. Users know what works for them and what can be improved.

• Not using drugs on the premises.
• Treating staff, other clients and visitors with dignity and respect.
• Observing no smoking policies.
• To be as open and honest as you can be about your drug and/or alcohol use.
• To work together with staff on your care plan.
• To get in touch with us if you cannot keep an appointment.

Getting feedback from people who use our services helps us to know what we are getting right and what we might need to improve. Therefore, we would like to hear from you if:

• We have done something really well.
• You feel we have done something wrong.
• We failed to do something we said we would do.
• You were treated discourteously by one of our staff.
• If you would like to compliment us or have a concern about how we should improve our service then tell your worker.
• If you have serious concern or complaint that you fell you are uncomfortable discussing with your worker then please make an appointment with the manager of the service, they will be happy to speak with you.
• If you decide to make a formal complaint then it is important that the manager provides you with information on the complaints procedure

If you still feel that your concern or complaint has not been dealt with properly by the treatment service then you can get advice from PALS, (Patient Advice Liaison Service) on 0800 7312 32.

PALs will listen to your concerns, views, and suggestions and support you to resolve your concerns speedily.

To find out more about Getting Involved ask your keyworker to put you in touch with the User Involvement worker, alternatively text or ring Mon-Fri 9am - 5pm 07796994322.

Useful links:

- The 2007 Clinical Guidelines provide guidance on the treatment of drug misuse in the UK. They are based on current evidence and professional consensus on how to provide drug treatment for the majority of patients, in most instances.

- The Alliance is a user led organisation which provides advocacy, training and helpline services to those currently in drug treatment, those who have accessed drug treatment in the past and those who may access drug treatment in the future.

Confidentiality

You have the right to a confidential service and confidentiality will only be broken when:

• A child's safey is under threat.
• If the worker feels you or others are in danger of harm.
• You disclose a specific offence which you intend to commit or for which you have not been arrested.
• When possible you will be informed on the rare occasion when confidentiality needs to be broken in order to protect yourself and others.
• While we understand that your right to confidentiality is important, please remember that this is not always the same as sharing information. This is something that we often do with your permission and as part of your care, for example when referring you on for further support.