Ageing, Disability & Home Care

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Client information

Your rights

As a Home Care client you are entitled to:

  • Be treated with dignity, with your privacy respected
  • Be involved in deciding and choosing the supports that best meet your needs
  • Be given information to enable you to make informed choices about  your supports
  • Expect that we will consult you about any permanent changes to your service
  • Receive care that takes into account your lifestyle, cultural, linguistic and religious background and preferences
  • Be given a written plan of the services you will receive from us
  • Expect confidential management of your personal information
  • Prompt response to enquiries and complaints about the care you are receiving, including the manner in which it is being provided
  • Choose a person to speak on your behalf for any purpose (we can refer you to an advocacy organisation if required)

Your responsibilities

It is your responsibility to:

  • Respect the rights of our staff, ensuring their workplace is safe and healthy and free from harassment
  • Care for your own health and wellbeing as much as you are able
  • Provide us with information that will help us better meet your needs
  • Provide us with a minimum of 24 hours notice when you will not be home for your service
  • Inform us of any changes we need to make to your care plan or service agreement and provide appropriate information if required
  • Be aware that our staff are only authorised to perform the agreed number of hours and supports outlined in your service agreement
  • Provide the equipment and cleaning agents needed for us to deliver the task outlined in your service agreement
  • Pay the agreed amount for services provided by our staff
  • Provide us with feedback about the service you are receiving

Your privacy

Home Care is committed to protecting your privacy. We need to collect personal and sensitive details about you when we receive a referral and assess your needs.

Privacy legislation provides you with certain rights in relation to how your personal and health information is handled by Home Care staff. See our privacy fact sheet (PDF) for more information.

Our code of conduct

We are committed to providing you with a high standard of service. Home Care Workers follow the Department’s Code of Ethical Conduct (PDF).

Our Care Workers are not allowed to do anything that involves legal or financial matters, such as:

  • Accept any financial rewards or gifts, including any benefits from a client’s will
  • Provide services to you outside those detailed in the service agreement
  • Offer financial advice
  • Operate your bank account
  • Act as executor to your estate
  • Act as Power of Attorney
  • Sign credit card transactions, or know your personal identification number (PIN) and online bank security details
  • Offer to buy anything you own.

Our Principles

Home Care is committed to providing a high standard of service guided by our five important principles known as CARES. C.A.R.E.S stands for five important principles:

  • Communication,
  • Adaptability,
  • Reliability,
  • Empathy and
  • Safety.

These principles guide staff to make decisions flexibly, with the welfare of the client and their safety being the most important things.  Reflecting on these values helps our staff to make the best decisions as they go about their daily work.

This CARES message is embedded in everything we do.

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