Recognising the characteristics of vulnerability
A serious illness is any condition where a customer:
- Will die as a result of a condition
- Life is under threat due to poor health
- Life is significantly changed due to poor health
Our customers may tell us about a medical condition or situation that's affecting them. On other occasions you may notice, or pick up on, something that indicates there may be a problem.
Some of our customers may need additional or different support to ensure we meet their needs. For example, they need support with:
- Feeling scared - so many struggle with bad news
- Feeling angry or low
- Financial difficulties - due to loss or reduction in earnings
- Mobility issues
- Difficulty carrying out day to day activities
- Tiredness
- Mental health issues
- Being in and out of hospital
- Concentrating - making complex decisions, keeping up with conversations
- Planning and organising
- Communicating
Some conditions are covered under the Equality Act, meaning we need to make reasonable adjustments;
- Physical and mental disabilities
- Cancer
- Multiple Sclerosis
- HIV