o u i re ervices

u or ervices ui e

CareChoice

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Visit www.carechoice.net.au

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e co e to C reC oice ...........................................................................Our vision

ur issiour v ues

C reC oice ort ervices .................................................................Personal care

omestic c reedication assistance

Overni ht and hour care o ility su ort

Thera y su ortocial recre io c ivi ies

Com le care and ehavioural su ort es ite careho in and meal re aration

Trans ort and a ointment su ort oliday su or ome and ardenin maintenance

Post-hos ital carec e ic su or

i ive c re

C rter of i ts nd es onsi i ities. ...................................................1Client ri hts res o si i i ies

dvoc c .....................................................................................................1eed c nd Co ints ........................................................................1riv c nd Confidenti it ......................................................................1

cc tion e t nd fet .......................................... ................1cident re orts

Infectious diseases A use and ne lect

arassment ullyin mo ino lift olicy

e roced res.........................................................................................edication

Trans ortation; cars and travel Gifts

ama e or rea a es

Conditions of ervice.................................................................................Cancellation or lteration to service times Payment of accounts Introduction of CareChoice staff Time-sheetsHours of service

4

e co e to C reC oice e oo for r o e o or u i of rovi i ou i rofessio res o sive service

i i e i our i ivi u refere ces c re ee s

ur u ort ervices Guide has een desi ned to inform you a out our or anisation services and your ri hts and res onsi ilities as a re oice ie The Guide ill also rovide you ith an overvie of our ey rocedures and other im ortant information

CareChoice rovides a ran e of in home co u i services includin

• Personal c re• omestic care• edication assistance• Overni ht and hour care• o ility su ort• Thera y su ort• ocial recre io c ivi ies• Com le care and ehavioural su ort• es ite care• ho in and meal re aration• Trans ort and a ointment su ort• oliday su or• ome and ardenin maintenance• Post-hos ital care• c e ic su or• i ive c re

Our erson-centered su or s re develo ed ith our Clients eir families and the CareChoice ie e e er to ensure that our services are res onsive and ersonalised

ervices are availa le from a fe hours throu h to overni ht and hour care hifts can vary from short term emer ency situations throu h to ermanent lacements and are mana ed y a dedicated re oordination team

CareChoice rovides su or to eo le a ed years and a ove across el ourne e or i o e i su Geelon and surrou i areas

e or to ether ith a diverse ran e of or anisations and fundin odies These include tate Government de artments or Cover on overnment and not for rofit or anisations

There are no aitin lists for our services If you re uire any additional information lease contact us on

re oice u or ervices ui e

5

o t s CareChoice is a s ecialist rovider of e erienced tem orary and ermanent support staff to the a ed disa ility ou and e f re sectors Our e is assionate a out

rovidin e cellent service e elieve that art of our role is to ensure the continued uality of life ell ein and em o ermen of our ie s

r st ffur orou e o ee se ec io i uc io rocess e s ou c ve fu co fi e ce re oice s ff ve ee appropriately scree e r i e fu fi e our or is io

re uire e s of c rou c ec s ve receive o ice c e r ce

r vision ith com assion and rofessional e er ise our vision is to e the choice rovider of uality care hich em o ers individuals to live as they choose hilst romotin full e ression of their

individuality and as irations

r ission Throu h dedication e ertise and rofessionalism CareChoice commits to rovidin the hi hest level of care to those in the Australian community ho re uire additional su ort

r v es Our hiloso hy of care rovision is ased u on our values of fle i ility honesty relia ility and res onsiveness

What is important to us? • es ectin the di nity ri hts and choices of our Clients

• Providin c re i su or ive manner that considers the full ran e of health and ell einneeds of our Clients

• fferi services ic re res o sive o e ee s of ie s fro cu ur i uis iciverse c rou s

• or in in a rofessional fair and ethical manner at all times

• afe or ractices and environments for Clients and s ff

• evelo in deliverin and evaluatin uality or rocesses hich su ort est ractice

• eco nition su ort and res ect for all em loyees

• Provi i on oin trainin and rofessional develo ment o or u i ies for Carechoiceem loyees

roved service roviderre oice is rove rovi er of services rou ou e our e e or i o e i su ee o surrou i re s ur o e co u i

c re ro r s re erso ise o su or e i ivi u o s of our ie s ssis i e o fu c io o e es of eir i i

6

C reC oice ort ervices To access our services ou can co c re oice irec or e referred y a family mem er friend Case ana er Allied ealth Professional or Guardian ie s may choose to fund their su ort rivately if they are una le to access a fundin ac a e

erson c re Our e erienced su or or ers can hel ith all of our ersonal c re ee s e i or

ith you to esta lish a su ort lan to ma e life easier and safer around your home Our friendly and assionate s ff can rovide artial or full assistance ith activities such as sho erin

ersonal hy iene dressin roomin toiletin and meal assistance

Our oal is to deliver your su ort the ay you ant it hen you ant it our life your choice

o estic c reometimes domestic assistance around the home is all s ee e Our home care services

include a ran e of li ht household tas s to hel ee your home clean a or ise

CareChoice i consult ith you to est understand your riorities o ho e you ould li e ese u ies co e e e are mindful that it s your home and i treat your elon in s

ith care

om ar tas s ma in u

• ashin iro i services• chan in i e i e s• oi is es• or anisin and cleanin out of frid es and antries• dustin vacuumin mo in• cleanin athrooms itchens and laundries• co uc i i s ri c e i

edic tion ssist nce e ardless of a e or a ility many eo le find it difficult to mana e their medication Ta in a

variety of medications at s ecific times can e challen in to remem er

CareChoice can hel relieve the stress y rovidin the necessary rom tin and su ort to ensure you ta e your rescri ed medic io s at the ri i e Our su ort or ers are res onsi le for recordin this vital information in your ersonalised communication folder

hich can e ta en ith you to medical a ointments

e c assist ou i o tainin or rene in rescri tion medications oi o e oc or

re oice u or ervices ui e

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verni t nd o r c re

na ti o rni ht ar Inactive care is for eo le ho need a fe hours of care efore ed and the fo o i mornin Over a hour eriod the su ort or er slee s in your home and ill e availa le to su ort you - if and hen re uired - efore durin and after inactive slee in eriod

ctive c reActive care is for eo le ho need more assistance overni ht The su ort or ers are availa le for continuous active su ort throu hout the ni ht

hour ar hour care ty ically includes a com ination of care services such as ersonal domestic

care medication assistance s ell as safety su ervision

hour care s c e desi ned to su ort the needs of eo le ith lo medium or hi h needs This e of care i e suita le hen rimary carers are not a le to assist ith su ort or here there is no rimary carer availa le Other care services include

• oin on holidays• res ite eriods• travel oc i ers e or overseas• overni ht stays for e r or i s ecialist medical a ointments• eo le ishin to live inde endently ho ever re uire on oin su ort i fu r e

of i c ivi ies

o i it s orte u ers e i or ce of ie s of i i i eir o i i ur su or or ers i co fi e rovi e ou i ssis ce i re s of o i i i c u i

Transfer

• cei i o i e ois s• s i e s ee s• s i e ivo o r s• u e ec ric ee c irs

• i fr es• o four ee ers• cru c es• i s ic s

Mobilisation

8

oci nd recre tion ctivitiese u ers e i or ce for ie s o fee i c u e r of e co u i o

e e o e e i eir soci recre io c ivi ies of i eres ie s e us su or e i e s e ou i e co u i s osi ive i c o eir u i of ife

rovi es fee i s of i e e e ce i c usio e re u r ssis i

• ro er• ss e• ssis ce i r e-of- ove e c ivi ies• ssis ce o fro oi e s• e e ercise ro r s

er s ort

o e er i our ie He rofessio s re oice su or or ers c rovi e e e sive r e of er - se su or o eo e u er oi re i i io or recoveri fro i ess or i ur suc s

• ou i s o e r• i es• s i i e oo or e c• ovies s o i ri s• e i foo or s or i eve s• oi e ee i co e i err s• e i cu ur or re i ious ce e r io s• c c i u i frie s f i• o u i eve s• r c sses

C reC oice sc oo o id ro re re oice sc oo o i ro r runs u er of s ecific esi e c ivi

rou s for ou eo e of v r i es e c e rs re eve o e i soci i c usive focus for e rou s - e rs - e rs u s e rs us e

ro r ru s uri e c of e sc oo o i erio s c e r of e c ivi ies is v i e fro re oice

Co e c re nd e vio r s orte rovi e co e c re e e for ie s i u i e co i io s i su or

ee s or o re uire e coor i io of u i e c re services o e sure e es ossi e e ou co es re oice is e erie ce i rovi i ro ri e services o

su or ie s eir f i ies ere ere e c e i e viours

re oice u or ervices ui e

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Respite careWe understand the physical and emotional demands on primary carers can be overwhelming without some form of respite. Our support services can provide families with an opportunity to take a well-earned break. Respite care can be arranged at regular ongoing intervals, as a one-off support, or in response to an emergency situation.

There are no waiting lists for CareChoice services, so you can feel confident that we will respond to your service requests in a timely manner. Our respite services are designed to meet the individual needs of Clients and their families, are available on weekdays and weekends for day, evening or overnight support.

Here when you need us

Respite - caring for the carers

We know it can be difficult to leave loved ones in the care of others. That's why CareChoice will work to ensure our support workers are the best possible match for your requirements, providing you with an opportunity to attend to tasks or activities of your own, confident that the person you care for is safe and in professional hands.

o in nd e re r tion i re u r u ri ious e s is esse i o i i i oo e eo e of e

c oose uic e s foo s i i e u ri io v ue if i is ifficu o s o for i re ie s re re o e coo e e s re oice offer erso ise service for foo s o i e re r io o e ou cre e e s ccor i o our ee s

s e u e e c cco ou o e s o s or or o s o i is i ou e o e s o i o our e f e c ei er re re our e s or ssis ou i ee re r io

ssist nce it ener s o ine c so c o e of our su or or ers o ssis i our e er s o i ee s e er i e ou fi for s eci occ sio if for ove o e or erso i e s us

e us o o e c e

r ns ort nd oint ent s ort e i o fro oi e s c e u i ifficu s ur su or or ers c cco ou o e ic or er oi e s soci eisure

c ivi ies or o fro our ce of s u f ou ee ssis ce i r s or s o e-off or o oi rr e e su or worker will cco ou o u ic r s or i i rive our c r or eir o ve ic e - ic ever ou refer e c rovi e ui ce if ou re is i o r ve i e e e o u ic r s or

si ee i i i su or i i co fi e ce

o id s ortf ou e o e i u ou fee ore co fi e vi so eo e cco i ou re oice c e e re u r su or our ie s r ve i oc i ers e or

eve overse s e c ssis i our r ve rr e e s i ivi u su or ee s i s o o i

1

• ee i o i• e i e e ri i• fer i isi ru i• s ee i r i• u er c e i• o e i e ce s s• i s io of r i s or r s• i o c e i• re ov of ru is - i fees

o e nd rdenin inten nce re oice r e ers e c e e orr or i vo ve i i i i our r e e o s o s rou e o e ur frie rofessio

or ers re u c u fu i sure o ice c ec e ervices i c u e

ost os ital are e c su or our s oo r si io c o e f er i e i os i or re i i io f ci i rovi i e ecess r services ou ee o e c o our fee i e er ou re uire

fe ours of su or e c e securi of over i s or our c re e c ssis ou i s ou re i our co fi e ce re ur o i e e e ivi

f our os - os i su or ee s ve i cre se ou re uire o oi ssis ce e ou e cour e ou o ee i our ie e e er o iscuss e es o e- se c re o io s i co c us rior o isc r e e i e c re of e res i ies of our c ie s receivi is e of su or e us o i ere is e o e for eir ove o es if re uire rovi es re e ce of i

re oice u or ervices ui e

1

a e i s ort

ccredited nd erienced

CareChoice is accredited by the Department of Health and Human Services HH and is an rove NDIS provider of isability support services. e re e erie ce i e iveri

services o eo e i o rou o i sic i e ec u e viour co e e c re ee s e tailor our Academic Support Program to the needs of, both, students and

educational facilities. You choose the assistance level you want we will develop a personalised program in line with your requirements. The Academic Support Program is v i e

rou ou e our e e or i o e i su ee o surrou i re s

eetin t e needs of st dents

e er i s rovi i ssis ce i ccessi f ci i ies o e- i c ssroo r ici io or erso c re our c e ic u or or ers re ere o e i e fu r e of s u e

ee s freei ou u o co ce r e o our s u ies H vi ccess o e ic e su or or er o s ou o re i sc oo or o c us for e ur io of c sses i ou e isru io of e vi o ccess off-si e su or

alliati e are ci e re i of ife i i i i ess is i e o io c e i i e for ever o e

i vo ve f i frie s os i or e erso o s e i ess or ose o c oose o re i ivi i e co for of eir o o e e or o si e re i e ic

ursi rofessio s o rovi e co ssio e c re su or i e o e o i f i e ers e o or u i o s e u i i e i e

1

C rter of i ts nd es onsi i ities i ts

What rights do I have as a Client of CareChoice?

You have the right to:

• u i services c re

• e i s fe e viro e free fro use or e ec

• e ecisio s ou e ure of ssis ce rovi e o ou

• r ici e i ecisio s ffec ou

• e re e i i i res ec co si er io of our i ivi u ee s

• e rovi e i i for io ou e ure eve cos s of services rovi e

• eceive ive o ice re r i c e o e services ou receive

• efuse or re ues c e i su or or er

• o i if ou re o ou s ec of services

• H ve our e i for io e i co ies i e He ecor s c so e co ec io is ri u io of our erso i for io is co ro e our recor s re secure s ore

ResponsibilitiesWhat responsibilities do I have as a Client of CareChoice?

You have the responsibility to:

• e re oice s ff o if ere is i e r ou re uire fro e service

• cce res o si i i for e ecisio s ou e re r i our c re

• re s ff f ir i res ec

• rovi e s o e-free e viro e for our s ff

• our ccou i i e s ecifie i e-fr e if se f-fu i services

• rovi e s fe r -free or e viro e

• sure or ers re o re uire o u er e u ou ce eir sic or e e ei i eo r

• sure or ers re free fro e osure o se u r ss e iscri i io or o er offe sive co uc o e sis of se e r ce or re i io

re oice u or ervices ui e

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dvoc cre oice reco ises ere e i es e ie oes o ve e c ci

or i i o

ie s ve e ri o co c re oice see i i for io re r i e ro e of voc es or voc c or is io s or o o ccess ese services re rese ive of re oice c i ise i u orise re rese ive of e ie or ssis e ie o

ccess ror ri e voc c re rese ive or r s io service

e fo o i or is io s rovi e voc c focuses o e es i eres s of e ie

ffice of t e ic dvoc te eve o ree r o ic

o e i u ic voc e us ice vic ov u

is i it ervices Co issionereve our e ree e our e ic

o e i co i s o sc vic ov u

is i it dvoc c eso rce nit eve i i io ree e our e ic

o e i i ru or u

is i it stice dvoc c nci er ree res o ic o e

o ree i i fo us voc c co

der i ts dvoc ceve uee ree e our e ic

o e o ree

i er er s u

• e i for e ecisio s ou eir o c re• rovi e fee c ou eir c re• or oes o is o ive fee c irec o service rovi er

1

eed c nd Co intss r of our o oi co i e o e suri our ie s receive ver es c re

su or e e cour e reci e fee c rovi e o re oice services is e s us i e if e i s e re oi e s e s o or u i ies for i rove e fee c

e receive is re e i co fi e i er

re oice s co i s e e rocess i ce o e sure our co i is e r e i ro f ir o if for re so ou re o s isfie i s ec of

e service ou re receivi e se e us o

t c n do if not s tisfied it t e service receivine i co i e e cour e ou o e e fo o i s e s

1. Inform your Care Coordinator that you are not satisfied with the service you are receiving.Your Care Coordinator will make every effort to find a satisfactory resolution to your complaint.

2. If you feel that your Care Coordinator was unable to resolve your concern, refer yourcomplaint to CareChoice's Client Engagement Manager, who will investigate your complaint byinterviewing all parties involved.

3. If you are still not satisfied, your complaint will be referred to CareChoice's General Managerfor a thorough investigation.

Depending on the nature of the complaint, the investigation process may take up to 10 working days. You will be informed of the outcome at the completion of the process. Additionally, Clients have the right to make an external complaint at any point in time. Care recipients with a disability can access the office of the Disability Services Commissioner by phone on 1800 677 342.

re oice u or ervices ui e

1

riv c nd Confidenti it

t infor tion do o co ect o t e our ie fi e e ee our e co c e i s o er i for io suc s our su or

ou i i our e c re ee s f re uire our su or or ers ri e ro ress o es for e c co c e i ou

do o co ect infor tion e i for io e co ec e s us ee u - o- e e i s re r i our i ivi u c re ee s

e i us o rovi e e es ossi e c re for ou e so use e i for io o co i u i rove our service e iver

o ve to te o ever t in o t e t e re o e i for io ou rovi e us o eve o e os res o sive c re is i ore o our i ivi u c re ee s is our ri o o isc ose erso i for io o re oice s o s i oes o e ose ei er ourse f or our s ff o ris s s resu of our

o - isc osure e i for io e co ec o s us o fu fi our u of c re

o i infor tion e rotected re oice is co i e o ro ec i our ie s riv c o e sure eir i i ri s

re res ec e i es erso i for io is secure s ore re e i e s ric es of co fi e ce

C n ccess infor tion ou ve e ri o re ues ccess o our erso i for io s for i o e e e if ee e ecess r

o e se c n ccess infor tion our i for io is o v i e o re oice erso e o re i vo ve i our c re rovisio ri e co se o e c e i for io us e si e ou or our re rese ive

i or er for our i for io o e v i e o ir r isc osure so e er i e ere i is ee e ere e serious ris o ou or ir r s e or s fe

1

cc tion e t nd fet re oice is fir co i e o e suri or c ivi ies re c rrie ou s fe i ossi e e sures e o i i ise e c ce of ris s o e e s fe e f re

of our ie s e o ees rior o e co e ce e of services i our o e ere e re uire e for us o co uc ccu io He fe ssess e

of our re ises o e sure s fe for of our e o ees ou i is our su or or ers res o si o u er e re so e e sures o reve cci e or i ur i e or ce i is so e res o si i i of ie s s e reci ie of c re o e i i e

o e i ris s verse ffec our s ff

ncident re orts i ci e is si u io or eve is u e ec e or ou si e e or i r ic s e

o e i o c use r o ei er ourse f or su or or ers f i ci e s o occur i s re oice su or or er s or i is e ec e is is i e i e

re or e o e office e s ou o e se e su or ive of is rocess e cour e re oice su or or ers o re or i ci e i e i e

nfectio s dise ses i fec ious ise se i c u es vir c eri or fu i fec io e sse fro

o e erso o o er e s ou i e i e vise us of i fec ious ise se ou or o e o ives i our o e ve co r c e i for io isc ose i e e co fi e i i e ise e s our su or or ers o o or i our ie s

if e ve co r c e i fec io cou o e i e sse o .

se nd ne ectre oice is co i e o res o i o sus icio re r i e o e i use

e ec of ie o e e r e of He Hu ervices HH or e oc o ice u ori s er cri ic i ci e re or i i e i es

Whilst "abuse" is a term that may have different meanings for different people, it is fundamentally a violation of an individual’s human rights by another person and reflects a power imbalance between the two parties.

Older people or those with disabilities may be more vulnerable to abuse as their level of dependence increases and they rely on others for assistance with activities of daily living. Abuse may involve a single act, repeated behaviour, or a lack of appropriate action.

"Neglect" refers to the failure of the caregiver to provide necessities or meet basic needs of the care recipient. Neglect can be deliberate or unintended. If it is deliberate, it is considered to be a form of abuse. If it is unintentional, the response may include the introduction of community services to provide assistance.

We understand that each situation is different and requires a degree of professional judgment when determining the most appropriate response. CareChoice will endeavour to act in the best interests of our Clients at all times.

re oice u or ervices ui e

H r ss e u i re oice is co i e o cre i or ce cu ure ere

• ver o is re e f ir e u

• o-o e is iscri i e i s o e sis of e er e r ce re i io se u i f ires o si i i ies, ri s us or disability.

• e or ce is free fro se u r ss e u f ir iscri i io or o er offe siveco uc

• o ees e erie ce or ce e viro e ere e ve e o or u i oeve o o eir fu o e i

H r ss e u i i e or ce re i e re or of suc e viours su or or ers or ie s ou e re r e ver serious e orou i ves i e re oice e e

u i co s i u es u so ici e offe sive re e rou vi ic ive crue icious or u i i i e s o u er i e i ivi u ese ersis e e ive c s o erso rofessio erfor ce re ic u re ic e irr io of e u see u i or co sis s of re e e e viour or ce r ss e is use of o er

or osi io ic c c use s ress ie oss of e ief i o ese f sic i - e or e is ress ese e viours i c u e r cis re r s sic vio e ce i ro ri e

u e c io s of se u or u i ure

o in re oice s u of c re o e sure our e o ees re rovi e i r free

e viro e i ic e c c rr ou eir ssi e u ies e reco ise our ri s i our o o e o ever e re so re of our res o si i i ies s e o er e

re ues if ou re s o er ou s i fro s o i i e o e or c r i s e su or or ers re o s if i e ise re oice e o ees re ro i i e fro s o i o

or re ises uri s if

o ift o ic re oice s o e e us r i ursi e er io s o if o ic ic ro o es e use of ec ic if i i s o er e ui e o ssis e c re or ers e

rovi i o i i r sferri ssis ce o ie s is e s e sures i i force or e er io of e o is e o e c re s ff u or or ers re o er i e o us u or if e v o ec s or fur i ure

re oice u or ervices ui e

e roced res edic tion re oice su or or ers c rovi e ssis ce i e i is r io of e ic io

i i e fo o i ou ries

• e ic io us e rescri e e ie s re i oc or c e r cisi e s er c

• e ic io s o sui e for e iver vi e s er c e i s ro s cre s ie e i co su io i e ie eir rescri i e rofessio

re oice s ie e e er

• ie s or eir re rese ive i e re uire o co e e e ic io u ori co sefor

e se o e su or or ers o reco e e ic io ssis ce or e ecisio s re r i e os e of ie e ic io

r ns ort tion c rs nd tr ve rou ou e course of eir u ies re oice su or or ers e re uire o rovi e

r s or i ie ve ic es or eir o f e or er is re uire o use eir ve ic e for r s or re oice us receive o ific io fro ou or our fu i o rior o ei r s or e s fee er i o e re i rior o e co e ce e of for of r s or i ie ve ic es e reco e see i vice fro e ve ic e i sur ce co i re r o ro ri e cover e i e c se of cci e

ifts ou e u ers ie s i e o s o eir reci io for e c re rovi e

su or or ers re oice o ic is e o ees re o o e o receive if s or o e of v ue ou ou is o reco ise r icu r s ff e er e se s e i

our ie e e er o i e sure o ss o our osi ive fee c

e or re es is reco e e if ou ve fr i e or recious i e s e re ce i s fe oc io

ere e i o e oc e or ro e s resu of service e iver ie v cuu i re oice i s e o ees re o i e for e re ce e of i e s re

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Sometimes through life’s events, we can find it difficult to manage with day-to-day living activities. When this happens, we need to know there is someone there who we can rely on.

Someone who can be there 24 hours a day, 7 days a week, every day of the year.

Someone who is professionally trained and has the breadth of experience to provide you with the very best care.

Someone who is considerate, respectful and responsive to your needs.

And someone who is prepared to go the extra mile.

It’s this uncompromising focus that has built trust, formed strong bonds and created peace of mind for the people we support and their families.

An unrivalled focus that creates complete confidence.

CareChoice – for confidence.

T 1300 737 942 F 1300 737 943 www.carechoice.net.au