Rights and Responsibilities
Charter of Rights and Responsibilities for Community Care:
As a service user I have the following rights:
- to be treated and accepted as an individual, and to have my individual preferences respected
- to be treated with dignity, with my privacy respected
- to receive care that is respectful of me, my family and home
- to receive care without being obliged to feel grateful to those providing my care
- to full and effective use of all my human, legal and consumer rights, including the right to freedom of speech regarding my care
- to be treated without exploitation, abuse, discrimination, harassment or neglect
- to be involved in identifying the community care most appropriate for my needs
- to choose the care and services that best meet my assessed needs, from the community care able to be provided and within the limits of the resources available
- to participate in making decisions that affect me
- to have my representative participate in decisions relating to my care if I do not have capacity
- Care and Services
- to receive reliable, coordinated, safe, quality care and services which are appropriate to my assessed needs
- to be given before, or within 14 days after I commence receiving care, a written plan of the care and services that I expect to receive
- to receive care and services as described in the plan that take account of my lifestyle, other care arrangements and cultural, linguistic and religious preferences
- to ongoing review of the care and services I receive (both periodic and in response to changes in my personal circumstances), and modification of the care and services as required
- Personal Information
- to privacy and confidentiality of my personal information
- to access my personal information
- to be helped to understand any information I am given
- to be given a copy of the Charter of Rights and Responsibilities for Community Care
- to be offered a written agreement that includes all agreed matters
- to choose a person to speak on my behalf for any purpose
- Comments and Complaints
- to be given information on how to make comments and complaints about the care and services I receive
- to complain about the care and services I receive, without fear of losing the care or being disadvantaged in any other way
- to have complaints investigated fairly and confidentially, and to have appropriate steps taken to resolve issues of concern
- to have my fees determined in a way that is transparent, accessible and fair
- to receive invoices that are clear and in a format that is understandable
- to have my fees reviewed periodically and on request when there are changes to my financial circumstances
- not to be denied care and services because of my inability to pay a fee for reasons beyond my control
As a service user I have the following responsibilities:
- to respect the rights of care workers to their human, legal and industrial rights including the right to work in a safe environment
- to treat care workers without exploitation, abuse, discrimination or harassment
- Care and Services
- to abide by the terms of the written agreement
- to acknowledge that my needs may change and to negotiate modifications of care and service when my care needs do change
- to accept responsibility for my own actions and choices even though some actions and choices may involve an element of risk
- to give enough information to assist the approved provider to develop, deliver and review a care plan
- to tell the approved provider and their staff about any problems with the care and services
- to allow safe and reasonable access for care workers at the times specified in my care plan or otherwise by agreement
- to provide reasonable notice if I do not require a service
- to pay any fee as specified in the agreement or negotiate an alternative arrangement with the provider if any changes occur in my financial circumstances
- to provide enough information for the approved provider to determine an appropriate level of fee
Service User's rights and responsibilities
Service User rights:
- To receive clear concise information about the services and other care being offered by AAC.
- The right to the best possible care from the staff and management at AAC.
- Confidentiality regarding their care (except where it is required by law).
- The right to refuse care. (* No staff member will forcefully instruct a service user to receive any care.)
- The right to cease their contract with All About Caring after the specified time period.
- The right to receive a fortnightly invoice for their services from AAC.
- The right to make a complaint, without prejudice, to the management at AAC if the service user is not satisfied with the care given.
Service User Responsibilities:
All staff should encourage service users to be aware that they have the following responsibilities.
- To be well informed and understand the care being offered by AAC.
- Answer any questions honestly and to the best of their ability.
- Participate in the planning and understanding of your own care.
- Comply with the contract of care agreed on at the first visit
- Comply with the payment contract agreed on at the first visit. (*Unless circumstances change and have been discussed with the Manager of AAC and another payment agreement has been decided on).
- Respect the staff at AAC.