This is our Service Standard Charter. It sets out the values that are important to us in the work that we do. The values are in bold. Beneath the values are the things that we will do to show that we are working to our values; these are called our Service Standards.

We are committed to delivering  a high quality service:

  • We will answer the telephone within 5 rings (during office hours)
  • We will respond to answer phone messages within 24 hours
  • We will respond to written correspondence within 5 working days
  • We will respond to e-mails within 48 hours
  • We will let you know as soon as we are able if we are unable to keep an appointment
  • We will see you within 10 minutes of your appointment time
  • We will give our attention to you during your appointment
  • We will do what we said we will do
  • We will apologise if we let you down


We are friendly and welcoming:

  • We will introduce ourselves
  • We will use your preferred name when we address you
  • We will use every day language


We value people as individuals:

  • We will work with you – the person, not the illness
  • We will ask you how your condition impacts on your life
  • We will respect your Choices and Decisions
  • We will aim to inspire hope


We celebrate diversity:

  • We will work with you  to enable you to use our services whatever your needs, to the best of our ability and resources
  • We will positively challenge discrimination and stigma
  • We will not make assumptions based on stereo-types


We build our service around the needs of service users:

  • We will work with you to understand what you want, not what we think you need
  • We will listen and hear what you say
  • We will work with you to find the best solution for you
  • We will not assume that we know everything about your condition