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Compass Partnership

Frequently asked questions

Is there a waiting list for a Service?

Do I have to make an appointment to see someone?

Are you open during weekends?

How old do I have to be to receive a Service?

Can I say things in confidence?  

How do I make a complaint?

1. Is there a waiting list for a Service?

Some of the services we provide do have a waiting list, which is normally 2 to 4 weeks. Whilst on this list you are entitled to a duty service.


2. Do I have to make an appointment to see someone?

We would advise that you call the office on 01978 317092 to arrange an appointment with the relevant person to ensure you are seen at a time of day to suit you. If you cannot ring ahead, you are welcome to drop in at the service to make an appointment, and there may be a member staff to see you at that time.


3. Are you open during weekends?

Currently we do not open at weekends. Our office hours are as follows:

Monday – Thursday 9am – 5pm

Friday 9am – 4.30pm


4. How old do I have to be to receive a Service?

You must be aged between 14 and 25 to be eligible for a service.


5. Can I say things in confidence?  

Yes, all information held by Barnardo’s is kept confidential and can only be accessed by staff members.

Confidentiality

Compass has a written policy, or ‘Confidentiality Statement’ for young people which says ‘No one in the service will discuss your circumstances or give out information about you to anyone outside of the project unless you give your permission and agree what is being said’.

However there are 4 exceptions to this:

If you are still in care, we will keep your Social Worker informed of our contact with you.

If we find out that you, or any other young person aged under 18 who you tell us about is suffering or has suffered any sort of abuse, we will need to discuss it with Social Services.

If we find you in a life threatening situation or you are considered a danger to yourself or others. We will tell the Emergency Services.

If you wish to be referred to another agency or another part of the project and they require background information from us about you.  Then we will consult you about what we tell them if we can. We will be honest with that other agency.


6. How do I make a complaint?

If you are not happy with the service you are getting, either from any of our services or partner services, you have the right to complain and have that complaint taken seriously.

If you wish to make a complaint:

Having your say and making a complaint

Sometimes you may find it difficult to discuss things which are going wrong without having someone there to support you.  You can ask a friend, relative or carer to help you or we could put you in touch with an “advocate”.  This is an independent person who will help you to explain your views.

We want to make sure that all our services are helpful.  We want to hear from you and learn how we can improve our services.  We would appreciate your comments.

You have a right to be involved in the decisions we make about our service. Please tell us if you are not happy with any part of our service so that we can put it right.