Privacy and Confidentiality
Complete Care Team recognises 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:
• They abide by the Privacy & Personal Information Protection Act 1998, The Health Records and Information Privacy Act, 2002, and the Privacy Amendment (Notifiable Data Breaches) Act 2017.
• Information provided to other service providers (with the consent of the service user) will be relevant to the service providers' needs.
• Respect for 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 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 by the Service Co-ordinator and Administration Team when permission is granted.
2. All information including personal details, name, address, Phone No’s of our clients, their family and carers will be considered confidential and never given to another person except as outlined in 3.1. The information given to field 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 made available to, read or copied by any other person.
3. All conversations and observations concerning CCT clients and all health status information is confidential.
4. CCT nursing and attendant care 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, as well as from CCT. 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, details for a Last Will & Testament or any other legal documentation or withdraw money from a clients’ bank account on their behalf. Staff are permitted to supervise as per the Care Plan or prompt the client only.
7. The CCT IT contractor secures all data offline to protect from hackers.
8. CCT nursing and attendant care staff, The Office Administration Team (as mandatory reporters) must report the loss of any client data or data breaches through any means.
9. The CEO/ Director will assess any possible data breach and take urgent action to contain the breach, minimise client harm, and notify the Australian Information Commissioner if someone could suffer harm. The CEO/ Director will also notify any individual who may be affected including the funding body.
10. 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 (CCT) aim to provide the best possible service to its clients, their family and significant others. To achieve this, we value any feedback about how we can continue to improve our services to our clients.
- All Complete Care Team’s clients, their family and significant others are able to raise and have resolved any complaints in a safe environment without fear of retribution.
- Complete Care Team are 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 Management, any staff member or our administrative processes.
- CCT will address any complaints so that clients and their families and significant feel that their concerns are resolved.
- CCT complies with the requirements of the National Disability Insurance Scheme (Complaints Management and Resolution) Rules May 2018.
- 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 by CCT RN Service Co-ordinator, RN Assessor or Senior Staff member at the first meeting with CCT of their rights, in particular their right to offer an opinion, provide feedback, express concern, or make a complaint. 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, significant other, 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 the CEO/Director or any person with the organisation they feel safe and comfortable discussing their concerns with.
4. All complaints will be acknowledged verbally within 2 hours of receipt by CCT CEO/ Director or nominated person.
5. The CEO/ Director or nominated person 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 CEO/ Director or nominated person will document progress.
6. Clients / advocates will be reassured that all information discussed will be treated confidentially and with respect.
7. Complete Care Team does not tolerate in anyway negative behaviour or retribution towards clients or carers who have provided feedback or have made a complaint. If you feel this is occurring please contact CCT immediately.
8. A complaint can be made using CCT Complaints/Dispute Form, in a letter, e-mail, over the phone, or in person at a location nominated by the client or advocate, an interpreter will be arranged if necessary.
9. If a complaint is of simple matter, then it may be resolved immediately with a phone call from the CEO/ Director or as directed to Administration Staff and a response and the outcome determined within a couple of days.
10. 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 by the CEO/ Director verbally of the progress.
11. The process will be documented and the complainant advised of the outcome by CEO/ Director or nominated person. The record will be kept for 7 years after the discharge of the client as per our records management system.
12. Allegations of abuse or other criminal activities, such as theft, will be reported by CCT to the police or other authorities under relevant Commonwealth, State or Territory Laws.
13. If clients/ advocates feel that their concerns are not addressed they will be encouraged and supported to contact external complaints bodies. The NSW Ombudsman under the Community Services (Complaints, Reviews and Monitoring) Act 1993 offer advice, handle complaints and look at ways for improving how community and disability services resolve complaints. Their contact details can be found below along with other relevant numbers you can contact if you need advice.
14. CCT staff are trained at orientation on CCT feedback and complaint policy to support our clients and significant others, to assist our clients is providing feedback and making complaints if needed.
15. CCT staff are trained at orientation on the client’s right of independent Advocacy.
NDIS Quality and safeguards Commission As well as dealing with complaints, the Commission works to educate providers about delivering quality and safe supports, and effectively responding to complaints. If a complaint raises a serious compliance issue, the Commission has powers to take action. Online complaints form: www.ndiscommission.gov.au Phone: 1800 035 544
Icare contact Icare if you're unhappy about an experience you’ve had with Icare funded supports. Online complaints form: www.icare.nsw.gov.au Phone: 139 922
The NSW Ombudsman handles complaints and looks at ways of improving how services resolve complaints. You can contact them at any time for advice. Click on Community & Disability Service Providers for information on how to get advice or make a complaint at: www.ombo.nsw.gov.au Phone: 029286 1000 or 1800 451 524 toll free (outside Sydney metro)
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.
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
Family and Community Services – Child Protection Helpline is a 24 hour a day, 7 day a week state-wide call centre, staff by professionally qualified case workers to receive and screen all reports of child abuse. Web site: www.facs.nsw.gov.au Phone: 132 111 TTY: 1800 212 936 (for hearing impaired)
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).
Translator Interpreter Services (TIS National) is an interpreting service provided by the Department of Home Affairs for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients. Web site: www.tisnational.gov.au Email: email@example.com Immediate phone interpreting (24 hours, every day of the year) Phone: 131 450 (within Australia) Phone: +613 9268 8332 (outside Australia) Pre-booked phone interpreter bookings (existing booking enquiries) Phone: 1300 655 081