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Right 1 Access Right to access health and community services John and Mary John & Mary’s 40 year old son, Daniel, died in an aged care facility they complained.

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Presentation on theme: "Right 1 Access Right to access health and community services John and Mary John & Mary’s 40 year old son, Daniel, died in an aged care facility they complained."— Presentation transcript:

1 Right 1 Access Right to access health and community services John and Mary John & Mary’s 40 year old son, Daniel, died in an aged care facility they complained that the aged care facility was inappropriate for Daniel’s age HCSCC arranged a meeting for John and Mary with the service provider they explained that there was nothing else available but there were plans for a facility to care for younger people John and Mary became involved in the Consumer Advisory Group and helped to plan the new facility

2 Right 2 Safety Right to be safe and free from abuse Hayden told HCSCC he was forcibly restrained and injected by hospital staff the hospital said Hayden had woken in a confused state and could have become aggressive a Code Black was called. Code Black is how the hospital deals with the risk to staff from aggressive patients HCSCC found the hospital had inappropriately used the Code Black procedure as Hayden had not been aggressive HCSCC recommended that the hospital improve their procedures and apologise to Hayden

3 Right 2 Safety Right to be safe and free from abuse Donna a young woman with an intellectual disability was vulnerable due to her high risk behaviours Donna’s service provider was making plans for her to be a part of a new accommodation service Donna was to be housed with a group of men whose backgrounds involved drug abuse and criminal offending HCSCC intervened after finding that Donna’s safety may be compromised the service provider changed their decision and found alternative housing for Donna

4 Right 3 Quality Right to quality service Rose complained for her husband, Peter, who was in hospital for rehabilitation through a disability service Rose organised bathroom alterations to allow wheelchair access so that Peter could return home Rose was unhappy with the quality of the contractor’s work and said the renovations failed to meet the standards required she complained to the service provider but they did not respond Peter’s discharge was delayed HCSCC found the service provider’s complaints process and procedures for monitoring contractors needed improving HCSCC mediation with Rose and the service provider resolved the complaint

5 Right 3 Quality Right to quality service Fatima was a foster carer who was concerned that 8 year old Georgia was not being seen by her case worker she contacted the service provider and was told someone would visit soon but nothing happened Fatima was particularly concerned because Georgia had become unsettled and withdrawn HCSCC contacted the service provider and they admitted visits should have happened the service made an appointment to assess Georgia and allocated a case worker

6 Right 4 Respect Right to be treated with respect Mary complained on behalf of her Aboriginal son, Thomas about his mental health services she complained that there was a lack of cultural sensitivity because Thomas was allocated a female doctor due to the poor relationship Thomas had with his doctor, she had refused to give him a letter supporting his application for housing HCSCC requested that the service provider review Thomas’s care after a review Thomas was allocated a male doctor who provided the letter of support

7 Right 4 Respect Right to be treated with respect Mario has a disability and needs daily support to manage his feeding he complained that his carers were not turning up, not calling him and often made him late for work he had complained to the service, but felt they didn’t treat him with respect or understand his reliance on the service HCSCC organised a meeting for Mario to talk to the service managers the service managers apologised to Mario and told him they would listen to him in future HCSCC checked with Mario later and he said communication had improved

8 Right 5 Information Right to be informed Jim was told minor surgery would involve an overnight stay but instead he was put in an induced coma for a week HCSCC found that the hospital’s actions were reasonable because Jim had had an allergic reaction to the anaesthetic HCSCC facilitated a meeting with hospital staff to provide an explanation to Jim and answer his questions Jim was assisted with his recovery, thanked staff and felt confident to use the hospital again

9 Right 5 Information Right to be informed Phyllis a frail aged woman, needed a mobility aid to maintain her independence she applied to a community support agency and was on the waiting list for 12 months before the service provider told her that they don’t provide mobility aids HCSCC found that Phyllis had not been given the right information and recommended that clear information and appropriate referral be provided to people when they contact the service Phyllis was referred and received assistance from another agency

10 Right 6 Participation Right to actively participate Belinda an adult woman with a disability was receiving support in residential care she complained that she was not involved in decisions about her care like what meals she ate, choice of workers and the times when services were provided Belinda had the support of a guardian to assist and advocate on her behalf HCSCC found the service was not supporting Belinda’s right to participation Belinda and the service provider developed a communication plan so that she could participate in decisions about her care

11 Right 6 Participation Right to actively participate Mike attended a private hospital for knee surgery the final bill was much more than Mike thought it would be and he complained to HCSCC HCSCC found that the service provider had  discussed the surgery and costs with Mike  provided Mike with a written quote and explained that some costs may vary HCSCC found that although Mike disagreed with the final bill, that there had been informed financial consent

12 Right 7 Privacy Right to privacy and confidentiality Michelle complained that the hospital compromised her privacy by speaking with her psychiatrist and making irrelevant notes without her consent Michelle was seeing a psychiatrist but she was not in hospital for a psychiatric condition HCSCC reviewed the hospital notes and found that the hospital had contacted the psychiatrist, with Michelle’s permission, to get information about how best to treat her HCSCC found that all the notes were relevant to Michelle’s medical treatment

13 Right 7 Privacy Right to privacy and confidentiality Annie is an Aboriginal woman with a terminal illness who regularly attends a regional hospital she was concerned that her personal information had been shared in the community by a hospital employee Annie complained to the hospital and got no response community members confirmed information about Annie had been shared HCSCC found that Annie’s privacy had been breached and recommended changes to the security of medical records and that staff receive training about privacy and confidentiality

14 Right 8 Comment Right to comment and / or complain Veronica is 14 years old who has diabetes she was given an incorrect dose of insulin with serious results Veronica complained to the service provider but they did not respond HCSCC investigated and found the service provider needed to improve services to young people with diabetes and their complaints process the hospital improved procedures, trained staff and developed a care plan for Veronica

15 Right 8 Comment Right to comment and / or complain Cooper attended his local GP with symptoms of anaemia the GP told Cooper to rest and didn’t do any tests for anaemia Cooper ended up in hospital needing many blood transfusions Cooper returned to his GP to complain and was told ‘That was then and this is now’ after investigating, HCSCC referred the complaint about the doctor’s care to the Australian Health Practitioner Regulation Agency HCSCC recommended that the GP clinic set up a complaints process and train staff in complaints handling

16 Right 8 Comment Right to comment and / or complain Vikram complained about threats made to him by a mental health worker he complained to the mental health team a few times but they didn’t take any action HCSCC found that the service provider had not responded to Vikram’s complaints and that other service users had similar complaints following HCSCC’s investigation, the mental health worker was removed and the complaint procedure was improved


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