Grapevine service – what you can expect
Since 1991 Grapevine has been providing up to date, accurate and accessible information to disabled people and their supporters in Edinburgh.
In Grapevine we recognise that for many disabled people information is a vital tool in enabling them to access the services and support that they need and are entitled to. Disabled people face many barriers within society and information provision is one way of enabling disabled people to tackle these barriers.
With the introduction of self-directed support and other changes to disability benefits Grapevine is your first point of call for information and advice which is tailed to meet your specific needs. We recognise every individual different, and will require information and advice in a format which is accessible to you.
We aim to:
- Actively listen to service users.
- Identify information needs efficiently.
- Provide information in whatever format is preferred.
- Advise on the options available.
- Make referrals and signposting where appropriate.
- Enable individuals to take informed action on their own behalf as appropriate.
Your right to accessible information:
On request we can provide information in a range of formats including: Audio, Braille and Large print.
Where there is a need British Sign Language (BSL) and interpreters can be made available depending on the nature of the enquiry. If you or someone you know requires information to be provided in another language, we can discuss your requirements.
We aim to provide a high quality of service and adhere to the Scottish Accessible Information Forum (SAIF) Standards for Disability Information and Advice Provision in Scotland.
Face to face appointments are available to individuals requiring assistance with disability benefit claim forms on a first come first served basis, who live in Edinburgh .
These are provided in an accessible meeting space at our office based in Norton Park, 57 Albion Road, Edinburgh. Please mention any access requirements prior to your appointment and we will do our best to accommodate these within our resources.
Home visits: the service receives specific funding to provide home visits to certain groups of individuals who face additional barriers in accessing face to face appointments at our office. At present these are provided to those who have been referred to our service via NHS Lothian’s Chronic Obstructive Pulmonary Disease (COPD) Hub.
Independence:
Our service does not endorse nor sell particular products or services, therefore you can be sure that information and advice provided by Grapevine is completely impartial.
Our service is funded via a range of statutory sources and grants and is an integral part of the user led organisation Lothian Centre for Inclusive Living (LCiL).
User-led:
Our service is managed by disabled people and over the years has built up expertise in providing information and advice to disabled people, people with long term conditions and older people in a way that takes into account their own particular needs and circumstances.
We strive to ensure that information and advice is clear and consistent with what individuals require and enables them to take up rights and choices.
Confidentiality:
We will not share nor pass on any personal details or information about our service users to any third party and all information about who access our service is stored security by Grapevine. Outside home visits, all face to face appointments are provided in confidential meeting space at our office in Norton Park, Edinburgh. For more information about your right to confidentiality please request Grapevine’s Confidentiality Policy.
Staff competencies:
The Grapevine service is provided by professionally paid advisors who have undergone training and receive ongoing support to ensure their practice, skills and knowledge are up to date, and particular attention is paid to the field of disability.
Your feedback:
We value and recognise the importance of gaining ongoing feedback from our service users. All those who receive information and advice via face to face appointment should receive an anonymous satisfaction survey with freepost envelop. Alternatively, you can direct any comments, suggestions or feedback to the Service Coordinator on the details below.
Complaints – when things go wrong:
We understand that sometimes things can go wrong. If you are not satisfied with any aspect of the service, you have received from Grapevine you have the right to make a complaint. Either by addressing concerns to the Service Coordinator in the first instance via telephone or email (see details below) or if you wish make a formal complaint using the LCiL complaints policy (available on details below).
Service user’s – what we expect:
Grapevine have the right to terminate a face to face interview or telephone conversation if they experience unacceptable behaviour or language including that which is deemed offensive, inappropriate or aggressive.
Cancellation:
If you are unable to manage a face to face appointment, please contact the Grapevine service at the earliest convenience. Demand for appointments is high so if you are unable to make a slot please let us know in case this can be offered to someone else. Please note due to demand and resources we may not be able to accommodate requests for face to face appointments right away, and therefore there may be a wait of a few weeks before you can be seen by an advisor. Contact the service for current demand on the details below.
Get in touch: you can use our online enquiry form to contact us, alternatively call our helpline on 0131 475 2370 or email: grapevine@lothiancil.org.uk
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