Recover,Thrive & Live well
Your experience does not define you!

Service Users Charter

What you can expect from Red Kite

  • We will be friendly and polite. We will give you time to tell of your experience at your own pace.
  • We will ask you some questions which will help us with gathering information (statistics). These in turn will help us to improve our services for future users.
  • We will ask you questions to ensure we understand everything that you are telling us.
  • We will not judge you for what you have been through.
  • We will give you information and support to make a decision about what you want to do going forward.
  • We will always put your welfare and safety first.
  • We will keep what you tell us confidential within Red Kite.
  • We will only share information about you with your permission, except where we believe that you or people that you are responsible for are in serious danger. We will then, with your knowledge, inform the emergency services so they can act to protect you and save lives.
  • We will ensure that you remain in control of your plan of care and that you are in possession of sufficient information to make informed choices.
  • We will take into account your religious and cultural beliefs and sexual orientation in helping you plan your care.
  • We will keep you informed.
  • We will offer you the best possible therapy available to us to support you through your trauma and to help you recover.
  • We will support you to become more self-sufficient in your daily life again.
  • If Red Kite does not have the expertise in a particular area to treat you, we will refer you to someone who does.
  • If you have a serious pre-existing condition (eg addiction to alcohol) we will refer you to experts so that you can return to Red Kite when your condition is more manageable.

What Red Kite expects from you

  • We will expect you to be respectful and remember that those answering the helpline are volunteers.
  • We will not tolerate violence, aggression or verbal abuse and we will expect you to sign a Conduct Agreement.
  • We will endeavour to meet your needs as quickly as we can but sometimes demand for services can outstrip supply so we would ask you for your patience until we can deliver the tailor-made service you need.
  • We ask that you keep your appointments or let us know in advance if you need to change your appointment. If you have a legitimate reason for missing an appointment we only ask that you let us know. The service is free to you but we have to pay the therapist even if you do not attend.
  • Feedback – please tell us how we are doing – good or bad – because we can only change things if we know they need to be changed.
  • Co-operation: if the therapist asks you to do homework it is for a very good reason, so please do your best to do it. The next session will build on what you have learned.