Community Home Support Program

• HOME MAINTENANCE AND GARDENING – lawn mowing, gardening and rubbish removal
• DOMESTIC ASSISTANCE – basic cleaning of home including bathroom and kitchen areas
• PERSONAL CARE – assistance with bathing dressing and personal grooming
• TRANSPORTATION – to attend medical and specialist appointments
• SHOPPING – weekly group shopping trips
• FLEXIBLE RESPITE – for clients with higher needs who require extra assistance.
• SOCIAL SUPPORT FOR INDIVIDUALS AND GROUPS – one on one assistance or group activities at our respite centre
• MEALS AND OTHER FOOD SERVICES – nutritious meals prepared and delivered to your home or on site at our respite centre

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:

• Access all information about yourself held by Ngoonbi Community Services Indigenous Corporation Commonwealth Home Support Program.
• Be involved in decisions about your assessment and care plan.
• Access information on all the options available, and any fees to be charged.
• Access information on the standard of service that you can expect and that services are provided in a safe manner that respects your dignity and independence.
• Receive services which are responsive to your social, cultural and physical needs and the needs of your carer.
• Refuse a service without it prejudicing your future access to services.
• Complain about the service you are receiving without fear of retribution and to have complaints dealt with fairly and promptly.
• Have an advocate of your choice to represent your interests.
• Have your views taken into account in the planning and evaluation of the service.
• Privacy and Confidentiality.
• In cases where a client has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements.

As a client of Ngoonbi Community Services Indigenous Corporation Commonwealth Home Support Program, you also have some responsibilities. These include:

• Letting the agency know if you are not going to be at home when a staff member is due to visit.
• Act in a way which respects the rights of other clients and Ngoonbi Community Services Indigenous Corporation Commonwealth Home Suport staff.
• Take responsibility for the results of any decisions that you make.
• Play your part in helping Ngoonbi Community Services Indigenous Corporation Commonwealth Home Support Program to provide you with quality services.

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:

• Your files are kept in a secure place.
• Information is collected in a way that makes it clear, who it is collected for and for what purpose it is used.
• All information relating to clients is confidential and will not be disclosed to any other persons or organisations without the permission of the client.
• Permission to share information will only be sought when the sharing of the information is necessary to ensure appropriate services are delivered.
• Only relevant information necessary for the delivering of appropriate and effective services is collected.
• All staff have been instructed that they are not to discuss clients outside of the service.
• Assessments and reviews of clients are always conducted in private with the Coordinator, yourself and if you wish your carer or advocate.
• All discussions about clients between staff are held in a closed office.
• You have the right to withdraw your consent at any time from services and/or disclosure of information.

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.

ALTERNATIVELY

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:

• If you feel comfortable about it, you can discuss the situation with the member of staff concerned – this may quickly clear things up.
• If you don‘t feel comfortable talking to the staff member or talking did not sort out the problem you can contact the Coordinator in the office or on the telephone at: 40 937 298.

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.

For Frequently asked questions please go to the government website. Click here.