Client Information Booklet › 505dd7e3 › files › uploaded › Clie… · Client Information Booklet Easy English Version Projects Funded by: Australian Government Department

Client Information Booklet

Easy English Version

Projects Funded by:

Australian Government Department of Social Services, NSW Family and Community Services, Wollongong City Council, Department of Education and Training, and by

Community and Business donations.

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CareWays Community - Client Information Booklet

Our Vision

Developing caring and supportive communities.

Statement of Purpose

Independent and progressive community services and social enterprises.

Our Values

We believe: - A stable, caring environment will lead to a

supportive community for everyone - Everyone having the right to access our

organisation - Local people having the opportunity to

participate in decisions that affect local people, as local people best understand the needs of their community

- Valuing and respecting everyone equally

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Introduction

CareWays Community provides:

Community Care services

Youth Services

Social Enterprise

Community Support Services

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Funding

Community Care service funding is received from the Commonwealth Home Support Program (CHSP). CHSP funded is provided by:

The Australian Government Department of Social Services

NSW Government Family and Community Services

CareWays also receives funding for other services from Wollongong City Council and local community

and business donations.

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Community Care Services

Services for:

Frail older people Younger people with disabilities Carers for the above

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Available Services

Personal Care Domestic Assistance Respite Care Social Support Food Services – Meals on Wheels

Youth Services Community Support Services Community Breakfast Social Enterprise Assisted School Travel Creative Leisure Activities

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Community Care Services CHSP funded services:

To receive subsidised services you must:

meet the CHSP guidelines

require low to medium level in home support

live between Helensburgh and Foxground or in the Sydney Inner West

Non funded services: Clients who are not eligible for a CHSP subsidy can still receive services. These services will be provided under CareWays fee for service option. All services will be designed to meet your individual needs. Please discuss your needs with our intake assessors.

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Personal Care CareWays will try to provide services as close as possible to your preferred service time. Personal Care may include assistance with:

Showering and bathing Dressing Toileting

Shaving Hair care and grooming Medication Prompting (from a compliance aid such as a Webster Pack)

Supervision or Prompting (In all of the activities on this page)

Wound dressing, catheter care and use of a hoist for mobility are services that are NOT currently provided.

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Domestic Assistance CareWays will try to provide services as close as possible to your preferred service time. Domestic Assistance is not provided before 10.30am. The service assists with the essential cleaning of areas of the home that are frequently used by the client.

Areas that may be cleaned include:

Bathroom

Toilet

Kitchen

Bedroom

Laundry

Living areas

CareWays can also assist with shopping and paying bills for a client

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Respite Care CareWays provide in-home respite care for clients and their carers. Respite allows carer time to have a break from their caring role. Respite services operate Monday to Friday from 9am to 5pm.

Respite may be provided by care workers or volunteers. A care worker can assist with some tasks the carer would do (e.g. meal preparation, washing dishes)

Social Support Social Support can provide companionship for clients who live alone or are isolated from the community.

Social Support can include:

Social visit

Letter writing

Shopping

Paying bills

Attend a social activity

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Food Service (Meals on Wheels) Food services provide nutritional assistance in the form of delivered meals. Meals are delivered by volunteers. CareWays food service is available to clients in the areas of Dapto, Unanderra, Figtree (south of Bellevue Rd) and Shellharbour Local Government Area (LGA).

CareWays offer a range of frozen meals including main meals, mini meals, soups and desserts. We can provide diabetic, low salt, gluten free, Halal certified, diced and pureed meals.

Meals are delivered Tuesday to Friday between 8.30am and 11am. Meals can be delivered weekly or fortnightly. If you are unable to reheat your meal, a volunteer may be available to do this for you.

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What is the Service Contribution Fee? Community Care Services

The client contribution fee will be advised during the phone assessment

A minimum one hour contribution fee applies to all services

Payment is by direct debit from a bank account of your choice

Direct debits are done every fortnight

Leisure Activities or Courses

For leisure activities, please contact CareWays and speak to the service Coordinator

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How to Access Our Services

Call CareWays on:

02 4262 1918 or

1300 307 902 Visit our office:

Part of the Dapto Neighbourhood Centre

93-109 Princes Hwy, Dapto (located inside the Dapto Ribbonwood Centre)

Community Care referrals can also be: Fax to:

02 4261 6360 Email to:

[email protected]

mailto:[email protected]

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Community Care Service Referrals

Referrals can be made by:

Yourself

Family / friends

Health Provider

Another service provider Once we receive a referral, we will contact you to conduct an assessment. The assessment will be in two parts:

Over the phone and,

In your home During the assessment, we complete a Client Information and Referral Record (CIARR). Clients are asked to sign a consent form which the assessor will discuss with you.

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During the assessment we will:

Discuss the services available and how we can meet your needs

Answer any questions you may have

The assessor will discuss your needs with the service coordinator

Once approved, we will try to arrange your services for your preferred days and times

If our subsidised services become full:

You can choose to receive service under the fee for service option

You will be placed on a waiting list for the subsidised service

We can refer you to another service proivder if you prefer

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Your service times and days will depend on:

Available resources

Priority of care (Personal Care and Respite will be given priority over all other services)

Service times may change due to circumstances outside our control. This may be:

Bad weather

Traffic delays

Emergency with previous clients

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What Happens If I Am Not Home When CareWays Visit?

For an Assessment

If you are unable to be home for your assessment, please contact the office to reschedule

For a Service

If you will not be home for your service, please contact the office to cancel or reschedule

You will not be charged if at least 1 hour notice has been given

If you do not notify us that you will not be home, you will be charged for the service

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The Client Information and Referral Record (CIARR)

CareWays use the CIARR to collect a client’s information. The CIARR contains a client’s:

Personal details

Health information

Care needs The CIARR is used so you do not need to repeat your basic details to each service provider.

Some information from the CIARR is provided as statistics to our funding bodies for research and planning purposes

This information is included in a report called the Minimum Data Set (MDS)

Identifying information (such as name or address) are NOT disclosed

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What Happens to the Information we Collect About You?

We keep up to date information about you so we can care for you in the best possible way. Information we keep about you includes:

Name

Date of Birth

Contact details

Emergency contacts

Living Arrangements

Type of income / benefit

Pension Number

Health Information

Services you receive Your information can only be seen by the staff involved in your care. We only use your information to better manage your care.

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You have a say in what happens with your information. You can:

Choose not to share, and/or limit access to your information (If you do this, it may affect our ability to provide you the best possible care)

Ask to access the information we hold about you

The privacy of your information is protected by law. We ensure we keep your information safe and private. We may release your information if:

You give us permission

If it is required by law (such as in a medical emergency)

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Duty of Care

We have a duty to ensure the safety of clients, our staff and volunteers. CareWays are a mandatory reporter. This means we must report cases of abuse or neglect. To ensure everyone’s safety, we ask service users to follow:

CareWays policies

Service agreements

All relevant laws

Smoking

CreWays is a smoke free employer.

Our staff are required not to smoke in the presence of clients

Clients are asked not to smoke in the presence of our staff or at least 30 minutes prior to their service

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What if I am Not Happy with the Service Provided?

We aim to provide a high quality service. If you are not happy with your service, you can:

Speak to one of our friendly staff

Speak to the service coordinator or a manager

If your concern is not resolved, you can lodge a complaint. If you are unhappy with how we resolve your complaint, you can contact the NSW Ombudsman. You should request to speak to their Community Services Division.

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Client Concerns and Complaints

CareWays welcome your concerns and complaints. If you have a concern or complaint, you can:

Speak to our friendly staff

Ask somone to phone CareWays for you

Write your concerns on a complaints form

Visit our office

Ask us to visit you at your home

When we receive your complaint, we will contact you within 2 working days. We will keep you informed on the progress of your complaint and advise you of the outcome.

….. Remember

We value your opinions and comments about the services you receive

Any concern or complaint will be treated as private

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Compliments and Feedback

CareWays welcome your compliments and feedback. We are always trying to improve our services and your feedback helps us. You can provide feedback by:

Speaking to our friendly staff

Completing a client survey

Putting your feedback in writing

Privacy and Confidentiality

Protecting the privacy of clients is very important to CareWays. Your information will not be shared with anyone without your permission, except in a medical emergency. All client information is stored in a safe location and can only be accessed by staff involved in providing your care.

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CHSP Minimum Data Set Confidentiality Statement

Some information we collect is required by the Government Departments that fund our services

The information is used for research and planning

This will not affect your services

Identifying information (such as name and address) are not included

You can choose not to have any of your information provided to the Government

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Client Rights and Responsibilities (Please refer to the CareWays Easy English Client Rights and Responsibilities)

You have a right:

To be treated how you would like to be treated

To have a say in what care you need

To have a say in all decisions that affect you and your care

To receive good quality care that meets your needs

To refuse a service without it affecting your access to future services

To complain without being afraid I will lose my care or get in trouble

To have your complaint treated fairly and steps taken to fix your concerns

To be able to access information held about you

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To have an interpreter with you when speaking to our staff

To choose a ‘Person Responsible’. This is a person who CareWays will contact about your care instead of yourself

You have a responsibility:

To respect the rights of the care workers and service staff

To accept responsibility for your actions and decisions

To tell the service if there are problems with your care or if your needs have changed

To provide reasonable notice if you are not going to be home for a service

To not smoke in your home while our care workers are providing your service

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Can Someone Else Speak on my Behalf?

Yes, you can ask a family member or friend to speak on your behalf. This is called an ‘Advocate’. To appoint an advocate, please complete an ‘Authority to Act as an Advocate’ form. You can change your Advocate at any time by completing a new form. If your first language is not English, we can orgnaise an interpreter to help you understand the information we give you.

‘Person Responsible’

To be able to make decisions on your behalf, your ‘Person Responsible’ should know and understand:

What the service is

What the options are

That they can say ‘yes’ or ‘no’ to the service

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If You Require More Services If you require more assistance, please contact our office and speak to one of our friendly staff. Alternatively, you can contact the following agencies: Commonwealth Carelink Centres

Ph: 1800 052 222

Provide free information about community aged care, disability and other support services

Aged Care Assessment Team (ACAT)

Ph: (02) 4223 8282

You must be assessed by ACAT to:

Live in a nursing home or hostel

Receive an aged care package

Be able to use residential respite

National Dementia Helpline

Ph: 1800 100 500

Help for clients with dementia and their carers

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Emergency In Home Respite

Available for people with dementia

Business Hours Ph: (02) 4227 7248

After Hours Ph: (02) 4272 6226

Illawarra Carer Respite Centre

Ph: 1800 052 222

Provide information on respite, emergency respite and carer support services.

Illawarra Advocacy

Ph: (02) 4229 4999

Advocacy support for people with disabilities

Assistance with Care and Housing for the Aged (ACHA)

Ph: (02) 4251 4500

Help for older people on low incomes who are having trouble finding secure and affordable housing.

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Other Services Available at CareWays Community

Youth Services and Support

CareWays operate various youth support programs at the Dapto and West Dapto Neighbourhood Centres for youth aged 12 to 18 years. CareWays also operates the Dapto Youth Project.

The Lair

The Lair is a Youth Space that offers:

Activities

Free internet service

Access to support Where: Dapto Ribbonwood

Centre When: Tue 3pm – 5.45pm Thu 3pm – 5.45pm

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West Dapto Youth Drop In

The West Dapto Outreach Youth Service offers:

Activities

Free internet service

Access to support Where: Horsley Community

Centre When: Mon 3pm – 5.15pm Wed 3pm – 5.15pm

The drop in programs are supervised by two Youth Workers and offer a safe and friendly environment where young people can come after school to hang out with friends and meet new people. Community Support Services

Community Support Services helps connect people to information and services. Services provided include:

Support

Assistance

Information

Advocacy

Referral

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Community Support Services can provide assistance with:

Information about services in the community

Referral to services in the community

Documentation

Letter writing

Resume’s and job applications

Photocopying and faxing Dapto Neighbourhood Centre – Community Breakfast

When: Mon 8am – 10am Thu 8am – 10am This is a community breakfast program that enables community members to enjoy a FREE warm breakfast. This program receives financial assistance from the Community Development Support Scheme funded by the Dapto Leagues Club. The breakfast provides a great opportunity for socialising and peep support.

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The breakfast can also be a way to obtain information on areas of interest Youth that attend the breakfast must have an adult with them and will receive a snack pack to take to school. The Community Breakfast is supported by a Community Worker and a number of volunteers.

Social Enterprise

CareWays Social Enterprise aims to meet community needs, encourages the community to get involved and helps build a stronger community. Funds earned are put back into the Enterprise to help it succeed and grow. Current Social Enterprises include:

Break the ICE – Indigenous Cultural Exchange

Senior Support Networks

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Assisted School Transport

Provides transport to and from school for children with disabilities. Funding is provided by the Department of Education and Training. To request this service, please speak to your school or the Department of Education.

Legal Aid

Legal Aid appointments for a range of civil law issues are available free of charge for low income earners and people receiving Centrelink benefits. When: Wed every 2 weeks For questions and bookings, please contact Wollongong Legal Aid on (02) 4228 8299.

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Creative Leisure Activities

CareWays offer creative leisure activities including:

Computer courses

School holiday activities

Wood burning

Patchwork and quilting

Creative craft To find out dates or for any questions:

Contact our office on - 1300 307 902 or - (02) 4262 1918

Check the Community Notice Board in the Dapto Ribbonwood Centre

Visit our website http://www.careways.org.au

http://www.careways.org.au/

Documents

Client Information Booklet › 505dd7e3 › files › uploaded › Clie… · Client Information Booklet Easy English Version Projects Funded by: Australian Government Department