- Philosophy Of Care
- Client Rights & Responsibilities
- What Do Our Services Involve?
- How Much Does This Service Cost?
- Confidentiality and Privacy
- Your Rights and Responsibilities
Our organization is committed to access and equity within a social justice framework and is expressed by:
- Respecting and protecting the right of our clients to maintain independence and control over their lives.
- Enhancing our clients’ quality of life.
- Maximising the health and wellbeing of our clients.
- Effective, relevant and timely services.
- Respect for clients individual human worth, dignity and privacy.
- To be informed about available services.
- To decline an offer of service without penalty
- To appeal decisions about service changes
- To be treated with dignity and respect
- To have your individual customs, culture and religious beliefs respected without discrimination or prejudice
- To have a support person or advocate of your choice present during any care-related discussions
- To have your personal information, and/or your personal images or photographs protected in accordance with our legal obligations to you, and only released with your written consent
- To request access to any personal information we hold about you
- To make a complaint without fear of retribution.
- To treat the staff and other clients of Flinders Shire Council Community Care Program with respect and courtesy
- To provide a safe work environment for care workers coming into your home
- To accept responsibility for the results of any decisions or choices you make in relation to the care and support provided.
Refers to assistance with domestic chores including: cleaning, dishwashing, washing clothes, ironing and bill paying. Community Care is not a cleaning service and does not include spring cleaning, cleaning up after pets or visitors, moving heavy furniture and polishing furniture as part of our everyday services.
Refers to assistance with daily self care tasks, such as bathing, dressing, toileting, eating, grooming, getting in and out of bed and moving about the house.
Refers to assistance with transportation to assist clients to get out and about in the community.
Refers to assistance with the maintenance and minor repair of the clients home, garden or yard to keep their home in a safe and habitable condition.
Social Support Individual:
Refers to assistance provided either within the home environment or while accessing community services or facilities, which is primarily directed towards meeting the client’s need for social contact and/or need for assistance in order to participate in community life.
Is provided in order to give the carer some time away from the person for whom they care.
Meals on Wheels:
Refers to assistance with providing nutritious meals consisting of an entrée, main meal, dessert, juice and bread delivered to the home.
Refers to professional care under the guidance of a Registered Nurse. It includes time spent recording observations of a client.
Social Support Group:
Refers to attendance/participation in structured group activities designed to develop and maintain social interaction which are conducted in a centre based setting. Activities may include lunches, outings day and overnight trips.
Our program has a small supply of medical aids and equipment available to our clients for short term loan.
- Some services require a client contribution fee. You will not be refused services if you are unable to pay as per the Hardship Policy.
- All prospective clients need to be assessed for eligibility before commencement of services.
- Our programs are dependant on government funding, where services are at capacity clients will be placed on a waiting list until a vacancy appears.
The Community Care Fees Policy aims to ensure a fair and equitable approach to client contributions for our services.
All clients are eligible to seek financial hardship assistance with their fees. To apply for financial hardship assistance clients or their representatives will need to complete a financial hardship application form and submit to the Community Care Manager.
We have a legal obligation to ensure that your personal information is kept confidential and not revealed to anyone without your permission. Your privacy and confidentiality is very important, this will be reflected in every aspect of your dealings with Community Care.
What type of information will you obtain from me?
Only information that is required, to provide you with a service, as well as information which is required by the funding bodies will be collected upon your consent. You have the right to withdraw consent to the release of your personal information at any time by notifying the Community Care Manager.
What do we use this information for?
This information assists us to provide you with services suitable for your individual needs.
Who will obtain this information from me?
Our trained staff will arrange to visit you for your initial assessment. You have the right to arrange to have someone you trust present at this assessment and to nominate a personal advocate of your choice.
Where will my personal information be stored?
All information is in your client file. The files are kept in a locked filing cabinet in a locked office. Any computer information is protected by a password and only accessible by authorised users.
Who has access to my information?
Only the staff involved in the provision of your care and organisations or people who you have given consent in writing, have access to your information. Some information that you give us is sent to the government departments who fund our organization for the purpose of gathering statistics.
If my services cease for any reason, will you keep my information?
Yes. We have a legal obligation to keep your files for seven years. After that your file is destroyed.
Withdrawal of Consent
Your service will not be affected if you decide not to provide consent for your services to be discussed with other agencies involved in your care, or for statistical data to be sent to the national repository. You have the right to withdraw your consent at any time by contacting the Community Care Manager.
We recognise that everyone has the right to respect and care without discrimination, and to be made aware of their rights and responsibilities.
You will be given information about services for which you are eligible. We believe the more informed you are, the better equipped you are to participate in and make decisions about the care or other services you receive.
You have the right to an advocate to assist you or represent you at any time. This may be a friend, family member, or an independent external agency.
We welcome people from culturally and linguistically diverse backgrounds. If you need assistance such as an interpreter to talk through your care with us, we know agencies that can help.
At Community Care, we believe you are the best person to tell us how we can assist. We will include you in decisions that directly affect you.
We will treat all our dealings with you and any feedback you give us with privacy and confidentiality, and act in accordance with ethical principles, legislative requirements and best practice.
What we will do:
- Listen to you and work with you to achieve your goals
- Give you tools, resources and support information to help you meet your goals
- Refer you to another provider if we are unable to help
- Protect your personal information
- Encourage you to live to your fullest potential
- Offer you a friendly, polite and supportive environment
What we need you to do:
- Keep us informed of your details and notify us of any changes to your information
- Let us know if you are unable to attend appointments or meet your goals
- Respect our staff, property and other visitors to our premises
- Actively participate in any services or care plans, appropriate to your needs
- Tell us if you have a change that affects your ability to access our services or if you need to cease our relationship
Feedback and Complaints
So that we can provide the best possible service to you, we’re passionate about finding out what you think, how we’re doing, and where we can improve.
We are open to receiving feedback or complaints in relation to:
- Quality of our services
- Conduct of our employees
- Potential non-compliance matters
- Our policies and procedures
- Our facilities or properties
- Breaches of an individual’s privacy or rights
- Any general concern, feedback or compliment not mentioned above
Flinders Shire Council Community Care
Flinders Shire Council Head Office
Hughenden Mulipurpose Health Centre
Hughenden Doctors Surgery
Hughenden Police Station
Hughenden Fire Station
Aged Care Complaints Commission
Department of Communities, Child Safety and Disability Services
Townsville OPG Hub
My Aged Care
Veterans Home Care
National Disability Insurance Agency (NDIS)
Queensland Community Care Services (QCCS)
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