The Commonwealth Home Support Program provides support to members of the community who are assessed as being:
The aim is to provide assistance to eligible clients in a way that enable you to maintain your independence in your own home and provide ongoing support for carers.
Ngoonbi’s community support program is funded by the Commonwealth Government through the Commonwealth Home Support Program.
If you wish to access the program, contact our Social Support worker on (07) 4093 7298 and they will assist you to access our services.
Before you can receive services you must be assessed to see if you are eligible.
If Ngoonbi is not able to assist you we will provide you with information on other available services and arrange a referral if required.
The Coordinator will offer you a range of services from which you can choose those that best suit your needs. A care plan will be developed which sets out what services you will receive, when and at what cost.
Reviews are carried out yearly to see if your need for services has changed. If at any time you feel that your needs have changed please advise the staff member or contact the Coordinator.
Note: Services may change or stop if it is considered that you no longer need a service, or other people have a greater need. Services will not be reduced without first consulting you.
You, your carer or advocate with your permission, have a right to:
As a client of Ngoonbi Community Services Indigenous Corporation Commonwealth Home Support Program, you also have some responsibilities. These include:
Ngoonbi Commonwealth Home Support Program is committed to the principles outlined in the Privacy Act (Amendment 2001) and has in place procedures that ensure compliance with the legislation.
To protect your privacy:
Clients are encouraged to provide feedback on services provided by our Community Support Program. Your feedback will ensure that services continue to meet needs of our clients and that our services are planned appropriately. Opportunities for client feedback are also provided during Centre Base Day Care on Tuesday.
Clients have a right to complain about the service they are receiving without fear of retribution and can expect complaints to be dealt with promptly and in a fair manner. If you wish to make a complaint or give feedback you will need to complete the appropriate form which is available from the Care Coordinator or any Ngoonbi Community Care staff member.
Client information relating to the complaint will remain confidential and be handled sensitively. Information will only be given to appropriate persons involved in resolving the issue.
You can ring the Aged Care Complaints Scheme on: 1800 550 552.
The Aged Care Complaints Scheme is a free governmental service, that will contact you any of your service providers you use, and will raise your concerns with them directly within their jurisdiction. If the issue are out of their jurisdiction, they will refer you the to the department that you need.
The Aged Care Complaints Scheme are here to try to resolve any of your concerns with any of your service providers regarding the quality of care of services being delivered to people receiving residential or community aged care.
Ngoonbi Community Support Program aims to provide a high quality service so your feedback is valuable to us to improve our services.
Your service will not be stopped if you complain.
If you do not feel comfortable with the Ngoonbi Community Care staff member who visits you, please let the Coordinator know. A change of staff can be arranged if necessary.
If you feel your rights are not being respected or if you have any other concerns about the services you are receiving you can try any of the following:
Yes! You can ask a family member or friend to advocate on your behalf.
If you wish to use an advocate, please inform the staff within the Ngoonbi Community Support Program. We will then meet with you and your advocate to outline the guidelines for advocacy and complete the forms required.
If you wish to have an Advocate present at any time but do not have someone of your choice available, the program staff will offer information on appropriate advocacy agencies and assist you in accessing the service of your choice.
We ask that you complete an ‘Authority to Act as an Advocate Form‘ when you wish to appoint or change your Advocate.
You are free to change your Advocate whenever you wish. When you do so you are required to fill out a new Authority Form so service staff are always clear on who your Advocate is.
Alternatively, you can discuss your concerns with a person who can advocate on your behalf. The National Aged Care Advocacy Program (NACAP) is funded to promote your rights. To call NACAP dial 1800 700 600.
Older people have the right to be treated with respect and dignity, whether they are being cared for in their own homes or in aged care homes.
Elder abuse is a single or repeated act, occurring within any relationship where there is an expectation of trust, which causes harm or distress to an older person. Elder abuse is a criminal offence. Abuse can include physical, sexual, financial, psychological abuse and/or neglect.
To report the situation and to discuss options please call The Elder Abuse Helpline 1300 651 192 or the Aged Care Complaints Scheme on – 1800 550 552.
This call can be made anonymously, or can be kept confidential if you wish.