Participation
Whilst the nature of the Service does curtail some of the freedoms young women would normally enjoy, their rights and wishes are no less important. Regular meetings to consult with young women occur frequently and may be concerned with day to day living arrangements and activities. Also regular consultation occurs regarding the food provided with young women choosing (with guidance regarding nutrition and diet) menus. The extended learning programme also provides a further opportunity for young women to contribute views about Clare Lodge. All young women have access to a range of individuals (e.g. Voice) who they can raise and discuss issues of concern. The Service facilitates a "Young Women's Council" which meets regularly to discuss the operation and day to day life at Clare Lodge. Through this group young women are consulted about changes to policy and procedures and the production of their own guide and DVD.
A news sheet ("Kidformation") is produced 6 times per year in conjunction with the young women to further facilitate consultation regarding day to day living arrangements and to share poems, pictures, competitions etc.
Young women are actively encouraged to contribute and attend all meetings and are given access to the content of all reports written about them. Daily recordings made by staff are open to the young women who may read and add to the record. Young women may also question anything they disagree with, talk the issue through with staff, and record what they disagree with if the issue cannot be resolved.
Religious Observance:
The Service is able to accompany young women to attend religious services, or to receive religious instruction within Clare Lodge. Staff are cognisant of the various religious / cultural needs of the young women and can accommodate all dietary and other personal requirements. Staff endeavour to encourage the continuity of existing religious customs and observances, subject to the wishes of the individual. Key religious texts, prayer mats, etc. are kept at Clare Lodge for use by young women as and when required.
Complaints
Relationships with staff are based upon mutual trust and respect. Young women may raise concerns they have at any time and may choose to do this in private with any person. All matters raised are taken seriously with every effort being made to resolve and reach agreement with the young woman. All young women are made aware of how to raise concerns, access "Voice" advocates, or to complain formally. Whilst attempts are always made to resolve concerns as close to the point of origin as possible, should this not prove possible the complaints processes of either Peterborough City Council, or the placing authority may be used, or alternatively the matter may be referred to Voice. Ultimately, if still not resolved, the complainant may approach Ofsted.
Within Clare Lodge, young women have access to a confidential "post box " system through which they may raise issues of concern. Managers within Clare Lodge respond to each matter raised within a maximum of five working days.
Young women have access to a telephone with calls facilitated, and monitored subject to the particular requirements of each young woman.
On admission to Clare Lodge, all young women are given information (the Young Women's Handbook) about how to comment on or complain about the care being received Placing Social Workers are also informed of all complaints made.
Parents/carers are similarly given information advising them how to complain or comment on the services provided.
Exit interviews / questionnaires are also used to gain views at the end of each placement.
