Client Rights

Client Rights

RIGHTS of Care Recipients and Carers

To be treated with respect and dignity.
To privacy and confidentiality.
To involve an advocate of their choice.
To information that is accessible, accurate, timely & understandable.
To be consulted about needs and preferences, and be involved in decision-making.
To express grievances and have them dealt with fairly.
To have cultural needs respected.
To have one’s needs met in a professional and ethical manner.
To give or hold consent to services and/or programs.
To withdraw from the service at anytime.
To regular reviews of service provision to ensure care remains appropriate.
To receive an efficient and effective service, delivered in a timely manner.

RESPONSIBILITIES of Carers and Care Recipients

To inform staff if they do not understand any information the have been told regarding the service.
To let the service know if their needs change.
To report any complaints.
To inform the service of relevant medical conditions and any changes in the physical or mental status of the care recipient.
To notify the service when they are unable to participate in an activity or when they do not require a service.
To respect service staff and other consumers.
To pay all applicable service fees.
To ensure that the service is provided with any medications, and all other special requirements necessary for the care of the recipient.
To assist us in providing a safe work environment for our staff.

Duty of Care

The Ella Centre has a duty of care to as far as reasonably possible ensure the safety and well-being of all clients who attend the centre during its hours of operation. This includes organised transport to and from various programs as required.

Privacy and Confidentiality

Protecting the privacy of clients is extremely important and The Ella Centre is responsible for ensuring that all privacy and confidentiality requirements are met. This is done in the ways set out below.

The information held by The Ella Centre will only be that necessary to assess the need for a service and to provide a service. This is kept in written records on your personal care/client file. The information is confidential and is kept in a secure place. Some information about you is also kept on a password secure database.
All your information is confidential and is only disclosed, with your permission, for the purposes of ensuring you are receiving the service that you need or if it is required by legislative or legal obligations. If you give consent to release personal information about you to another service or another person, you can withdraw this consent at any time. You have the right to withhold information for privacy reasons.
You have the right to read any personal information about you kept by The Ella Centre. A request from you to access your file should be referred in writing to the Manager, who will assist you to access your file, within two weeks of your request and explain any terminology if required.
Statistical data sent to the funding body about the service provided will be non-identifying.

Client Complaints

We aim to provide a high quality service, so we would like to know if you have any concerns with the service. It is your right to make a complaint or to voice any concerns you may have with services received from The Ella Centre.

In making a complaint you need to be reassured that:

Your service will not be affected if you make a complaint
At all times your complaint will be handled confidentially
You can stop the process at any time you like
You can nominate an advocate or ask The Ella Centre staff to find you an independent advocate.

Clients are encouraged to initially raise their concerns with the staff member concerned. If the client is not satisfied with the outcome or is not happy to discuss the matter with the staff member concerned, he or she should contact the Team Leader or The Ella Centre’s Executive Officer. Clients and carers can appoint an advocate to negotiate on their behalf if desired.

More detailed information regarding the complaints resolution procedure is available from The Ella Centre.

Advocacy

An advocate is a person who, with your authority, represents your interests. You may use an advocate of your choice to negotiate on your behalf. Advocates can help you to express your views and explain to you anything that you are not sure of. Advocates may be used during assessments, reviews and complaints, or for any other communication between yourself and The Ella Centre.

If you wish to use an advocate we will require you to provide a written authority to allow the advocate to speak on your behalf. A standard form is available to assist you with this. For more information about advocacy services available in the community you may contact a staff member to assist you and provide you with a list of services.