SOLLA Enterprises has developed a Code of Good Practice for those who hold the Care Advice Standard to follow so that their clients can be clear about what to expect of the service provided.

It is a set of ethical principles that operate for the benefit of clients and demonstrates the commitment of the care adviser to a high level of client service. It recognises that, as a holder of this standard the care adviser should operate within an ethical environment.

At all times the adviser will

  • Treat people with respect and dignity in a non-judgmental manner.
  • Work to own organisation and national confidentiality policies and where appropriate hold a current DBS check.
  • Comply with data protection and health and safety requirements.
  • Meet the standards in a lawful, safe and effective way being mindful of a client’s well-being.
  • Understand how to put person centered values into practice considering; individuality, independence, privacy, partnerships, choice, respect and rights.
  • Use a clear, non-jargon easy to understand way to explain information.

Prior to an interview the adviser will

  • Provide accessible interview facilities and adequate systems for responding to enquiries.
  • Identify and work to overcome communication barriers and individual need.
  • Ensure provision of appropriate equipment for engaging in a full and open interview.

During an interview the adviser will

  • Behave in a welcoming, polite and professional manner, giving clients full attention.
  • Explain their care advice role, the boundaries and any restrictions or limitations of the service they provide.
  • Know how to identify the need for and facilitate access to other appropriate professional services.
  • Collect and assess information needed to clarify key issues, priorities, goals and information needs.
  • Understand the importance of history, circumstances, wishes, needs, preferences and risks.
  • Identify communication barriers and when insufficient information prevents proper diagnosis to assist clients.
  • Offer only relevant information and advice, consider privacy and confidentiality.
  • Check a person’s understanding of the information and advice given, options discussed and actions agreed.
  • Summarise agreed further actions, close interview and provide a summary of interaction keeping client updated.

Post interview the adviser will

  • Provide a summary of contact and any further action agreed upon.
  • Keep client informed of any further action.
  • Provide appropriate and safe storage for record keeping.