Older and Vulnerable Client Care Procedures
At Leech & Co, we strive to maintain high levels of client care. We realise that it is especially important to treat older clients, their families and representatives, with additional consideration, by being both sympathetic and sensitive to any issues they may have and ensuring that our firm and all our staff treat older clients, their families and representatives with dignity, kindness and respect at all times.
Due to the nature of the advice that we may need to give, it is important that we can see our client alone initially. However, we appreciate that some clients may prefer to have a trusted friend or relative present, so we will try to accommodate this where we can. At some point throughout the process, we will need an opportunity to see our client alone, but we will do our utmost to make sure that the client feels at ease, and understands why this is necessary.
Where English is not the first language of our client, or has difficulty hearing or with sight, we suggest that an appropriate independent interpreter assists, or a person that our client trusts, to assist the client in understanding what is being discussed.
A record is kept of persons present at the meeting and is confirmed in writing after the meeting has taken place. If the client declines to have anyone present, this is also documented and confirmed in writing.
Where legal terminology has to be used, we take care to ensure that our client understands what has been said and will not proceed until we are satisfied and that our client is comfortable.
We will take steps to make ourselves aware of any potential capacity or physical limitations such as mobility, continence, hearing or visual impairment. These matters are always taken into account when meeting and communicating with older clients.
Correspondence and documentation can be produced in large print or Braille if necessary.
In all cases, the pace and duration of each meeting is aligned to the needs of our client.
We offer home based, hospital and care home appointments as a matter of course to ensure that our client feels comfortable and is not faced with the difficulties of travelling to an office or having to discuss very personal issues in an office environment. We will endeavour to cater for our client’s physical and emotional needs as far as possible.
We are sensitive to the possibility that older clients may be discomforted if they do not have current passports or driving licences. Extra care is therefore taken not to cause our clients any embarrassment, while ensuring that money laundering requirements are met.
We ask that any person signing in the capacity as attorney for our client should also produce proof of I. D. for identity verification purposes.
We ensure that all relevant facts are noted in our attendance note of any meeting.
Clients will be sent a letter following our initial meeting setting out their instructions, our discussions, our advice and what actions we are to take on their behalf. The letter will also confirm the costs involved and our complaints procedure. The letter will also make clear who will be dealing with their case and how they can contact them. The letter will be written in plain language, avoiding complex legally terminology and will be offered in large text and Braille where necessary.
We will endeavour to keep clients informed as much as possible throughout their case to prevent any undue concern or worry. If we are unable to assist a client with a particular matter we will ensure that they are appropriately signposted, for example to Adult Social Care or for Independent Financial Advice.
More details about our firm can be found on our website – www.leechandco.co.uk – or simply call us on 0161 749 9000. We’re more than happy to talk things through with you and answer any of your questions.