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Service User Charter

Welcome to My Cancer My Choices. We are pleased you have chosen to register with us and look forward to providing you with complementary therapies.  We will strive to deliver high standards of service and would ask that you help us by acting in line with this charter.

Our commitment to you:

  • Provide you with professional service, delivered by volunteers who have appropriate skills and training, and who have been through appropriate checks to ensure your safety and wellbeing
  • Provide you with up to 6 one-to-one complementary therapy sessions and access to group courses
  • Treating you fairly, and with respect and dignity
  • Provide you with the information and support you need to make informed decisions about the therapies and courses you choose to receive
  • Protect your confidentiality by handling your information sensitively and securely (refer to our privacy policy online for more details about how we handle your data).
  • Give as much notice as we can if we have to change or cancel your appointment for any reason (eg therapist illness). In which case we will endeavour to rebook your appointment as soon as possible
  • Offer you opportunities to feed back about our services and contribute to their development.

Your commitment to us:

  • Cooperate in the administration and provision of the charity’s services to you.
  • Communicate openly and honestly about your needs and concerns so that we can meet your needs as fully as possible and make the most of your time with us.
  • Let us know straight away if you have any concerns or need safeguarding support
  • Fully disclose all medical information, and other condition or treatment, and keep us up to date with any changes – this is vital for your safety and that of our volunteer therapists. You should not participate in the therapies against the advice of medical professionals. Some medical cancer treatments mean there is a timeframe in which we cannot offer certain therapies, for your wellbeing, and the safety of our volunteers, so it is important we are aware of your latest regime.
  • Follow any instructions and guidance provided by our volunteers, staff or your medical team
  • Attend appointments on time and notify us at least 1 working day in advance if you need to cancel or reschedule (please note we are closed on Fridays). All the therapies are provided by volunteers who generously donate their time and expertise, and we have a waiting list of others who would love to benefit from our services, so reasonable notice of cancellations means there is less chance of the appointment being wasted
  • Treat all our volunteers, staff and fellow service users with respect and courtesy, respecting boundaries and the privacy of others.

Cancellation of services:

We understand that emergencies happen, circumstances change, and medical treatments get moved; we simply ask that you please communicate this with us as soon as possible if you are unable to attend.

  • Repeatedly missing appointments without valid reasons may result in a review of your eligibility for support, and we may choose to decline to offer further sessions.
  • We strive to maintain a respectful and safe environment for everyone. If any service user is disrespectful, rude, or aggressive, we will withdraw services or terminate a call or appointment, and you will be asked to leave the premises/session. Such behaviour will result in a review of our ongoing support for you, and we reserve the right to decline to offer further sessions.

Thank you for your cooperation and we look forward to supporting your wellbeing soon.