Element 4
- 1. Element 4 Recognising and Responding to Client Rights and Interests 1. Supporting clients to identify and express their concerns 2. Referring client to advocacy services when appropriate 3. Managing complaints 4. Recognising and reporting signs of abuse and neglect 5. Recognising and responding to cultural, linguistic and religious diversity. Nerrilyn Agius 1 9/08/2012
- 2. Managing complaints should be the responsibility of everyone involved in the care of clients. A positive attitude to complaints by all staff is essential. It is part of effective communication and an important component of the organisation’s continual improvement cycle. Clients with a complaint want to be treated with dignity and have their complaint treated seriously Nerrilyn Agius 2 9/08/2012
- 3. Clients need to know that it is okay to complain however many are reluctant or even frightened to. A client’s right to privacy and confidentiality helps make it safe for them to complain. Some people are less likely to complain for cultural reasons. People with certain conditions may feel that they will be discriminated against. Nerrilyn Agius 3 9/08/2012
- 4. Many organisations have a form for clients, staff, family members and visitors to complete to register dissatisfaction or a complaint. Nerrilyn Agius 4 9/08/2012
- 5. List ways to encourage feedback and complaints: Provide a suggestion or improvement box Ask for feedback when talking to clients or their families Raise the issue with the client and discuss their wishes Ensure all clients know about the local advocacy service Make sure the client is aware of their right to complain Promote the residents’ and responsibilities Have an active complaints resolution committee and resident advocate Have a senior member of staff available to hear complaints at all times Arrange regular family conferences Be accessible Accept anonymous complaints Train staff to listen Consult and involve staff and clients to help development of new policies or review existing ones. Nerrilyn Agius 5 9/08/2012
- 6. Tips when responding to concerns and complaints: • Respond promptly to all complaints, regardless of the level of seriousness • Listen to the client, acknowledge their concerns and show understanding and empathy. • Remain impartial. Treat everyone involved fairly and with respect. • Attempt to identify the problem and the outcome required by the client. • Provide an explanation and apology if appropriate. • Take action to implement the solution offered • Refer complaint to supervisor as required • Confirm if the client is satisfied • Document the complaint • Maintain confidentiality Nerrilyn Agius 6 9/08/2012
- 7. If client’s rights are not being respected or if they are incapable of making decisions they may need an advocate to support them to complain. Advocacy services help people understand their rights. The aims of advocacy are to: Increase the older persons control over goods and services Overcome barriers that restrict opportunities Ensure appropriate delivery of services Protect human rights Ensure a better quality of life Be responsive to and empathise with individual needs and wishes Be orientated towards positive outcomes Aim for empowerment of disadvantaged individuals and groups Nerrilyn Agius 7 9/08/2012 Challenge stereotypes and stigma
- 8. By law your organisation will have in place a system to respond to complaints from clients, their representatives and that these people will be aware of internal and external complaints mechanisms. Do you know your workplace’s policies and procedures for managing both internal and external complaints? Nerrilyn Agius 8 9/08/2012
- 9. The national Aged Care Complaints Investigation Scheme covers both residential and community aged care services. The Australian government funds a National Disability Abuse and Neglect Hotline that can be used by anyone to report abuse and neglect of people with disabilities. Clients can complain to the Commonwealth ombudsman if they want more support. Nerrilyn Agius 9 9/08/2012
- 10. Abuse is a complex issue. It can be : • Financial • Physical • Emotional • Sexual • Neglect • Systems abuse Signs of abuse may be: • Physical • Mental anguish • Withdrawal • Anxiety Nerrilyn Agius 10 9/08/2012
- 11. People at risk are those who: Have a cognitive impairments Live alone Have a history of family abuse Suffer alcohol and substance abuse Are stressed Have financial issues Are emotionally unstable Are relatively powerless eg children, people with disabilities and older people Often the abuser is a worker, relative or close friend. Nerrilyn Agius 11 9/08/2012
- 12. It is crucial that any sign of suspected abuse, distress or other issues of concern regarding a person’s treatment and safety are reported immediately. How you report it will depend on your workplace’s policies and procedures. Nerrilyn Agius 12 9/08/2012
- 13. Coordinators or team leaders should consider a range of strategies to ensure that staff respond to cultural, linguistic and religious diversity in an appropriate way. If staff understand a person’s cultural background they are able to respond appropriately. Nerrilyn Agius 13 9/08/2012
- 14. A person’s culture affects: • Religion • Importance of family • Food • Cleaning • Personal care • Dress • Music • Personal touching • Language • Addressing a person • Assisting with completing forms • Using easy to understand language • Using an interpreter Nerrilyn Agius 14 9/08/2012
Editor's Notes
- #8: Increase the older persons controlover goods and servicesOvercome barriers that restrict opportunities Ensure appropriate delivery of servicesProtect human rightsEnsure a better quality of lifeBe responsive to and empathise with individual needs and wishesBe orientated towards positive outcomes Aim for empowerment of disadvantaged individuals and groupsChallenge stereotypes and stigma
- #12: Have a cognitive impairmentsLive aloneHave a history of family abuseSuffer alcohol and substance abuseAre stressedHave financial issuesAre emotionally unstableAre relatively powerless eg children, people with disabilities and older people