• Gaynor Lowndes

Client Rights And Responsibilities


Who are the Clients? 

The clients are those who need assistance from home care provider. They contact the homecare provider to request services that they need.






Who care the Home care providers? 


A Home care provider

A Home care provider is a an organisation that provides staff to assist someone to stay living independently in their own home, whether they be elderly, disabled or just need some help after a hospital stay. Home care professionals understand the importance of providing the best, personalized  home care services.They also understand the importance of providing care with dignity and respect, meeting the emotional needs of their clients as well as understanding  that home is where the clients want to be. ​Home care providers deliver services in the client's own home. The services include help with daily tasks such as meal preparation, medication reminders, laundry, light housekeeping, errands, shopping, transportation, and companionship. Home care is often an integral component of the post-hospitalization recovery process, especially during the initial weeks after discharge when the client still requires some level of regular physical assistance.

Home Care Standards Under the Home care standards, service providers need to:

Home care provider needs to give the client the information about the servicesHome care provider needs to speak with the client about any changes to the servicesHome care provider needs to respect the client's privacy and dignityHome care provider needs to handle the concerns or complaints of the client fairly and confidentially.


Client Coverage

Home care providers should adhere to the following:Charter of Care Recipients’ Rights and Responsibilities for Home Care (the Charter), if you are receiving a Home Care Package.Home Care Standards, if you are receiving services under Home Care Packages or the Commonwealth Home Support Programme.The client can get the copy of the charter  form their Home care provider and it's also on the Department of  Social Services website. 

Charter of care rights


Rights and Responsibilities When receiving a community care or aged care service the clients have basic rights and responsibilities. Their rights define how they should be treated and what they are entitled to. The responsibilities outline what the  contribution to the care arrangement should be. 

“ Your safety, wellbeing and  rights are important to us. “


What are the rights of the client? 

The client rights

Client has a right to be looked after properly.Client has a right to be treated well and given a high-quality care and servicesClient has a right to receive the best care


that home care services provide.Client has a right be treated with respectClient has a right to be involved in deciding what care will meet their needs.Client should have a written agreement covering everything that a client and the service provider have agreed toClient has a right to have your care and services reviewedClient has a right for privacy and confidentiality of your personal informationClients should always be given information on how to make comments and/or complaints about your care and servicesClient should have a right to know  the fees determined in a way that is transparent, accessible and fair


What are the responsibilities of the client?

The Clients responsibilities

To respect the rights of care workers to their human, legal and industrial rights including the right to work in a safe environmentgive enough information to the service provider so they can develop and deliver your care planfollow the terms and conditions of your written agreementallow safe and reasonable access for care workers at the times agreed in your care planpay any fees outlined in your written agreement.To treat care workers without exploitation, abuse, discrimination or harassmentTo accept responsibility for my own actions and choices even though some actions and choices may involve an element of riskTo tell the approved provider and their staff about any problems with the care and servicesTo allow safe and reasonable access for care workers at the times specified in my care plan or otherwise by agreementTo maintain control over, and to continue making decisions about, the personal aspects of my daily life, financial affairs and possessions To have access to services and activities which are available generally in the communityTo complain and to take action to resolve disputesTo have access to advocates and other avenues of redress To be free from reprisal, or a well-founded fear of reprisal, in any form for taking action to enforce his or her rights


Client  Concerns

Any concerns from the client should be directed to Home care service provider first. The client can make a complaint anytime.

If, after discussion with the service provider you do not believe the service provider is meeting their obligations, or that the care and services you are receiving are not appropriate to the level of funding you are receiving for the Home Care Package or services through the Commonwealth Home Support Programme, you may want to contact the National Aged Care Advocacy Program or the Aged Care Complaints Scheme.

You have the right to call on an advocate of your choice to represent you in your dealings with your service provider.


Confidentiality of Client Information

Home care provider will seek the client's consent before providing the client’s information to another organization , where it will assist the provision of services to the client. If the client’s information needs to be transferred to another organization, this will be done securely and confidentially. Where we need to use information for reporting and planning, we will ensure that client's  cannot be identified from this information.

HomeCare Australia believes in transparency between our client's and our organisation. We ensure that all clients know their rights and understand their responsibilities in the provision and delivery of our services.

WE PRIDE OURSELVES ON BEING FLEXIBLE AND CLIENT FOCUSED

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