Terms of our Services

All referrals are considered on a case by case basis. If we cannot support your or your families needs we will always endeavour to refer to a service which is more relevant to your needs.

Typically, once we receive a referral...

 

1. Your referral will come to us by email and will automatically be allocated to the correct team should you highlight an immediate need for support e.g. food bank request. 

2. If a more immediate service is required we will contact you as soon as practicable to arrange food/baby bank needs for example. Please be aware that although we will consider any request we do monitor frequency of request in order to prevent reliance on these services.

3. For non immediate services, our normal process is to triage your level of need based on the information you have provided and contact you within 24 to 48 hours to arrange an initial consultation. 

4. Your consultation will be in the form of a telephone call, home visit, meeting in the community or an invite to our meeting room at our office located on Bonds St, Southshore with one of our trained advisors. 

5. During your initial consultation we will establish how we may be able to assist you and advise what level of support we feel you may be in need of as well as offering information for both our services and that of other organisations within your area. This is known as a family needs assessment. 

6. Once we have completed a family needs assessment we will allocate either one or more of the following: Mentor, Support Worker, Family Coordinator or a combination of these members.

7. You will receive, usually by email a 'family welcome pack' which contains a consent form which you can sign and return online or in printed form. 

8. Only when we have received your consent (and not before) we will begin to make contact with any other professionals involved with your family in order to introduce ourselves and coordinate the services which may be relevant to you and your family members, please note that although we encourage a holistic, family centred approach which encompasses the needs of all the member of your family you can continue to use our services without the involvement of other members.  

9. We will then work with you in order to implement the desired outcomes which will have been discussed during our family needs assessment process. Although we strive and endeavour to reach positive outcomes we do not assert to make any promises or assurity or guarantee that we will always reach a desired conclusion.

10. On commencement of our initial services you will be sent (by email) a copy of our 'non acknowledgement policy'

11. Our NAP (non acknowledgement policy) is an informal agreement with you that your support worker and/or any representative of Better Minds Blackpool CIC will not initiate/engage in conversation/discussion or acknowledgement of you or your family members in the community unless this has been a pre-arranged process. 

12. You will be encouraged to work with your support worker and they will encourage regular contact with us, you can have as much or as little support as you feel is befitting to your needs and there are no time constraints to the length of time that we can support you and your family. 

13. Although our support is not time limited we do however hope to empower you to build on your personal skills and become as resilient as possible.

14. We reserve the right to refuse services and withdraw our support at any point we feel fit to do so. 

15. As you will be encouraged to understand during our initial discussions and information around 'consent' we are legally and morally bound to consider our safeguarding obligations above any other consideration of yours or your families needs, this means that if we feel that either you or any of your family is at risk or harm or harming others that we are duty bound to escalate this concern to the relevant authority.

 

Please feel free to discuss the terms of our services at any time on the contact details you will be provided with and we will receive any complaint, compliment or suggestion in line with our company policies, all of which are available on this site or by request. 

We are a transparent organisation and endeavour to work with you through any situation of dissatisfaction which should arise.