Our Quality Service Promises to You:

• We support you with respect and understanding.
• We are welcoming and friendly and always do our best to help you.
• We are open, honest, and responsive in all our communication with you.
• We treat you as an individual.
• We value your strengths and lived experiences.
• We work to understand your needs by listening to you and giving you time and space.
• We value your feedback and use it to improve our services.
• We communicate with you in ways that work for you.
• We ensure you have consistency of service delivery.
• We provide you with accurate and up-to-date information.
• We protect your personal information.
• We regularly check how we are doing against our quality service promises.

What We Ask of You (Code of Conduct):

• Be polite and treat our staff and other clients with respect and understanding.
• Let us know if you have any special requirements so that we can provide the right help.
• Actively listen and let others speak in a group setting.
• Do not attend CAPE under the influence of non-prescribed drugs or alcohol.
• Let us know if you no longer wish to access our services so we can use our resources to help someone else in need.
• Provide us with feedback.

Confidentiality:

CAPE is committed to providing you a safe and confidential space. We understand that confidentially is important to people, especially around mental health. To give you the best service possible, we need to record some information about you and may need to share it with others in certain circumstances.

How We Use Your Information:

We use your information to provide a service and/or support to you, check the quality of your services, help you make good decisions about your mental health and to investigate complaints.

We sometimes use anonymous information more generally to:

• Check the quality of support we provide to everyone.
• See how we spend money.
• Plan and manage the services.
• Do not attend CAPE under the influence of non-prescribed drugs or alcohol.
• Train staff and volunteers.
• Carry out research.

Personal information is only disclosed outside CAPE when you have agreed in advance, or in exceptional circumstances such as:

• Threats of or actual violence
• See how we spend money.
• Risk of harm to yourself or others.
• Child abuse or neglect.

What is Data Protection?

Data Protection is an area of law that requires us to handle your Personal Data in accordance with the below principles. It also grants you, the ‘Data Subject’, certain rights in certain situations. Our privacy notices outline in more detail how we handle your Personal Data and what rights you have over that data.
We have a set of policies and standards that all staff and volunteers comply with to ensure we handle your data correctly.

This Means That We:

• Will only use your information fairly, lawfully, and honestly.
• Won’t reuse it and will only use it for the reasons why we need it,
• Will ensure what we have is accurate and kept up to date where we can.
• Will only keep it if we need to and no longer.
• Will look after it so we can keep it secure and protect your confidentiality.
• Will be responsible in our care of it and comply with GDPR regulations.

If you’d like to alter your consent or you have any questions about how we use your data, please inform Mark Nethersole (Operations Lead) at CAPE – mark@capeproject.org.uk or call Cape on 020 8896 2552.

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