✦ Regulation & Transparency

CQC Registration & Our Key Policies

We believe in complete transparency about how we operate, how we are regulated, and what our
clients and families can expect from us. Everything on this page reflects our genuine commitment to safe, accountable, and ethical care.
✦ Our Regulator

The Care Quality Commission (CQC)

The Care Quality Commission is the independent regulator of health and social care in England. All home care providers must be registered with the CQC and are subject to regular inspection and regulation to ensure they meet national standards of quality and safety.
Choice Help Care operates in full compliance with CQC registration requirements. Our services are designed and delivered to meet — and wherever possible exceed — the standards set out in the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014.
We welcome CQC scrutiny as part of our commitment to accountability. Transparency with our clients, their families, and our regulator is a core principle of how we operate.
Registered Provider
Choice Help Care Ltd
The Hive, 66 High Street, Lewes, East Sussex, BN7 1XG
✦ How We Are Measured

The Five CQC Quality Domains

The CQC assesses all registered care providers against five key quality domains.
Here is what each means — and how we address it at Choice Help Care.
🛡️

Safe

Clients are protected from abuse and avoidable harm. All carers are DBS checked, trained in safeguarding, and operate within clear safety protocols.
⭐

Effective

Care achieves good outcomes. We use evidence-based practice, regular care plan reviews, and outcomes monitoring to ensure care is working for each individual.
💛

Caring

Staff treat clients with compassion, kindness, dignity and respect. This is at the core of our values and our recruitment — we hire for character above all.
💛

Responsive

Services are organised so that they meet the needs of each individual. We respond quickly to changing needs and make the process of adjusting care straightforward.
💛

Well-Led

Leadership, management and governance ensure high-quality care. We maintain clear governance structures, open communication, and a culture of continuous improvement.
✦ Our Key Policies

Policies That Govern How We Work

The following policies underpin everything we do. Summaries are provided here.
Full policy documents are available on request.
🛡️ Safeguarding Adults Policy

Choice Help Care is committed to protecting all adults in its care from abuse, neglect, and exploitation. All staff receive mandatory safeguarding training and are required to report any concerns without delay. We follow the Care Act 2014 safeguarding framework and work with local authority safeguarding teams where required. Any safeguarding concern is treated with the utmost seriousness and responded to immediately.

📄 Full policy documents are available on request. Please email info@choicehelpcare.co.uk
✦ Your Rights

Your Rights as a Client or Family Member

Every person who receives care from Choice Help Care — and every family member involved in their care —
has clear rights that we are legally and ethically obligated to uphold.
📋

Right to a Care Plan

You have the right to a written, personalised care plan that reflects your needs, preferences, and wishes — and to be involved in creating and reviewing it.
🗣️

Right to Be Heard

Your views, wishes, and feedback matter. You have the right to raise concerns, make complaints, and have them responded to promptly and transparently.
🔒

Right to Privacy

Your personal information and home are treated with complete confidentiality and respect. Your data is never shared without your consent.
🌿

Right to Dignity

You have the right to be treated with kindness, respect, and dignity at all times — regardless of your health, background, or circumstances.
🧠

Right to Make Decisions

You have the right to make your own decisions about your care — and to have those decisions respected, even if others might disagree with them.
❌

Right to Stop Care

You have the right to withdraw consent and stop receiving care at any time, without penalty. We will always aim to support a smooth transition if you choose to do so.
✦ If Something Goes Wrong

Our Complaints Process

We aim to get things right every time — but if something falls short of your expectations, we want to know. Every complaint is taken seriously, investigated promptly, and responded to transparently.
We view complaints as valuable feedback that helps us improve. No one will ever be made to feel uncomfortable for raising a concern with us.

1

Raise Your Concern
Contact us by email, phone, or in writing. All complaints are logged and acknowledged within 2 working days.

2

Investigation
A senior member of our team investigates the complaint fully and impartially, gathering all relevant information.

3

Response
We provide a full written response within 20 working days, setting out our findings and any actions we are taking.

4

Escalation
If you remain dissatisfied, you may escalate your complaint to the Local Government & Social Care Ombudsman or the CQC.

Contact Us to Raise a Concern

📍
Write to Us
The Hive, 66 High Street, Lewes, East Sussex, BN7 1XG
🕐
Office Hours
Monday – Friday: 9:00am – 5:30pm
🔗 External Bodies
If you’re not satisfied with our response, you may contact:

Care Quality Commission (CQC):
cqc.org.uk
Local Government & Social Care Ombudsman:
lgo.org.uk
Healthwatch:
healthwatch.co.uk
✦ Quality You Can Trust

Care That Is Safe, Accountable & Fully Compliant

Choose a provider you can trust completely. Our transparent policies and regulatory
commitment are the foundation of everything we do.