Privacy and Confidentiality
Complete Care Team recognizes that all clients, their families and carers have the right to expect that they will be treated courteously, with dignity and respect; and that their personal information will be protected by complying with national privacy principles regarding the collection, use and disclosure of their private information, and that their personal information will be kept confidential.
Complete Care Team will ensure:
> Service users will agree & consent prior to the collection of information
> CCT abide by the conditions in the Privacy and Personal Information Protection Act 1998 and the Health Records and Information Privacy Act 2002.
> Information provided to other service providers (with the consent of the service user) will be relevant to the service providers needs.
> CCT staff respect our clients, their families and carers privacy and confidentiality at all times.
> CCT staff abide by the Privacy and Confidentiality Policy.
1. All clients, their families and carers’ information may only be passed on or discussed with the client’s permission. The RN Service Co-ordinator will seek this at the initial client interview. This confidential information will only be discussed in the best interests of the client and / or their family and carer and only to the Service Co-ordinator and Office Administrator when permission is granted.
2. All information including personal details, name, address, Phone Numbers of our clients, their family and carers will be considered confidential and never given to another person. The information given to staff so they can attend to our clients will be kept by all staff in a safe and secure place (in a personal diary marked confidential) and not to be read or copied by any other person.
3. All conversations and observations concerning our clients and all health status information is confidential.
4. CCT staff will communicate any issue regarding clients or staff to CCT office personnel only.
5. Any involvement by staff of another party, service, and agency on behalf of the client may only be done with written permission from the client, their family or carer. This course of action must be passed on to the Service Co-ordinator and/ or Office Administrator for action to take place.
6. At no time will any CCT staff member fill out bank forms, will details or any other legal documentation or withdraw money from a clients’ bank account on their behalf. Staff are permitted to supervise or prompt the client only.
7. Staff breaching this policy could be breaking the law and may have disciplinary action taken against them.
Client Feedback and Complaints Policy
- Complete Care Team aim to provide the best possible service to its clients, their family and carers. To achieve this, we value any feedback about our how we can continue to improve our services to our clients.
- All Complete Care clients, their family and carers are able to raise and have resolved any complaints.
- Complete Care Team is committed to addressing clients’ issues and concerns to continually improve CCT’s service delivery.
- Clients will be encouraged to give feed back to our service regarding any positive or negative points they wish to express. These could be concerns about a staff member or concerns about our Directors or our administrative processes.
- CCT will address any complaints so that clients and their families and carers feel that their concerns are resolved.
- A complaint is an expression of concern, dissatisfaction or frustration with the quality of the service delivery, a policy or procedure or the conduct of a staff member.
1. All clients will be informed verbally of their rights, in particular their right to offer an opinion, provide feedback, express concern, or make a complaint at the first meeting with CCT. Clients will receive a copy of this policy in the Client Information Pack.
2. Clients are encouraged to offer an opinion, provide feedback, express concern, or make a complaint about any aspect of CCT service delivery. If a client does not feel comfortable to do this they can ask a family member, their carer, an advocate or any person they feel comfortable with to provide their feedback or express their concerns.
3. In the first instance, the client or advocate will if possible, speak to the staff member that the feedback or concern is about. If staff cannot address the concern or the client or their advocate is not comfortable to do that, the client or advocate is encouraged to contact CCT’s Director.
4. All complaints will be acknowledged verbally within 2 hours of receipt.
5. The Director will address the concerns raised promptly and fairly and in the best interests of the client, keeping the client informed until the matter is resolved. The Director will document progress.
6.Clients/advocates are reassured that all information discussed will be treated confidentially and with respect.
7. A complaint can be made in a letter, email, over the phone, or in person, an interpreter will be arranged if necessary.
8. If a complaint is of simple matter, then it may be resolved immediately with a phone call and a response and the outcome determined within a couple of days.
9. If the complaint is of a systemic matter or of a serious breach of policy it may take longer to investigate and resolve. This could take a couple of weeks to finalise. The complainant will be informed verbally of the progress.
10. The process will be documented and a report of the outcome sent to the complainant.
11. Allegations of Abuse or other criminal activities, such as theft, will be reported by CCT to the police and / or other Authorities.
12. If clients/ advocates feel that their concerns are not addressed they will be encouraged to contact external complaints bodies, for example:
The Health Care Complaints Commission
Telephone (02) 9219 7444
Toll Free in NSW 1800 043 159
TTY service for the hearing impaired (02) 9219 7555
Fax (02) 9281 4585
Office address Level 13, 323 Castlereagh Street
(corner of Hay St) SYDNEY NSW 2000
Business Hours 9.00am to 5.00pm Monday to Friday
The Anti Discrimination Board (ADB) investigates and conciliates complaints of discrimination, harassment and vilification. Further information can be found at http://www.lawlink.nsw.gov.au/adb or by calling 02 9268 5555 or 1800 670 812 (rural and regional NSW only).
The National Disability Abuse & Neglect Hotline is an Australia-wide telephone hotline for reporting abuse and neglect of people with disabilities using government funded services. Allegations are referred to the appropriate authority for enquiry and/or investigation. Further information about the National Disability Abuse and Neglect Hotline can be found at www.disabilityhotline.org or by calling 1800 880 052.