Client Privacy , Rights and Responsibilities
PRIVACY AND CONFIDENTIALITY
Your confidentiality will at all times be respected. However, we do have to give your name, address and phone number to the volunteer car or bus driver taking you to your appointment. We ask all clients to respect the confidentiality of information about other clients, volunteers and staff.
Your Information – It’s Private
What information do we collect about you?
We keep your name and contact details on your client record. Other details such as your goals (care plans) and information about your health are recorded and reviewed regularly.
Why do we collect your information?
The information we collect helps us keep up-to-date details about your needs so we can care for you in the best possible way.
We also use the information to better manage and plan the services we provide.
Who else sees you information?
All information is kept strictly confidential and is only accessed by authorised staff. As part of our client induction, we ask for your permission to use personal information in our statistical reports to government. At no time are you individually identified in these reports.
What say do you have in what happens to your information?
You have a say in what happens to your information. We rely on the information you give us to help provide the right care for you. It is your right not to share some of your information or restrict access to your client record but it may affect our ability to provide you with the best possible services. Talk to us if you wish to change or cancel your consent.
How will your information be protected?
We are committed to protecting the confidentiality of your record. The privacy of your information is also protected by law. We treat your information in the strictest of confidence and store it securely.
Can you access your information?
Yes, you have the right to request access to your information and to ask for it to be corrected if necessary.
SERVICE USER RIGHTS
1. Every Service User has the right to receive a service that encourages and fosters their independence.
2. Every Service User (with the Service User’s permission) and/or their carer has access to all information about themselves held
by the Service.
3. In cases where a Service User has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian
or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements.
4. Service Users (with the Service User’s permission) and/or their carers will be involved in decisions about their assessment
and care plan. They will be made aware of all the options available, and any fees to be charged.
5. Service Users will be made aware of the standard of service which they can expect. Services will be provided in a safe
manner which respects the dignity and independence of the Service Users, is responsive to the social, cultural and physical needs of the Service Users and the needs of the carer.
6. Service Users’ access to services will be decided only on the basis of need and the capacity of the Service to meet that need.
7. Service Users have the right to refuse a service and refusal will not prejudice their future access to services.
8. Service Users have a right to complain about the Service they are receiving without fear of retribution.
9. Complaints by Service Users will be dealt with fairly, promptly and without retribution. The Service User may involve an advocate of their choice to represent his/her interests.
10. Service Users’ views will be taken into account in the planning and evaluation of the Service.
11. Service Users can nominate an Advocate to speak on their behalf. This may be a family member, friend or advocacy service.
12. Service Users’ rights to privacy and confidentiality will be respected.
SERVICE USER RESPONSIBILITIES
1. A Service User should provide reasonable notice if a service is no longer required.
2. Service Users should act in a way which respects the rights of other Service Users and Team Members.
3. Service Users need to take responsibility for the results of any decisions they make including the choice not to make a decision.
4. Service Users must utilise seatbelts and other vehicle safety devices as directed by authorised Team Members.
5. Service Users should respect the confidentiality of information about other Service Users and Team Members which they may obtain whilst using services.
6. Service Users should inform the Service of any significant change in their circumstances, e.g. health status, mobility decline.
7. Passengers must not be under the influence of illegal drugs or alcohol and must be reasonably presented (i.e. hygienic and without provocative messages or logos on clothing).
8. We ask that areas concerning culture, politics, religion, etc. be treated with due discretion by all concerned and that clients refrain from swearing.
9. If a Service User continually refuses to abide by their responsibilities, they may be exited from the Service.
Your confidentiality will at all times be respected. However, we do have to give your name, address and phone number to the volunteer car or bus driver taking you to your appointment. We ask all clients to respect the confidentiality of information about other clients, volunteers and staff.
Your Information – It’s Private
What information do we collect about you?
We keep your name and contact details on your client record. Other details such as your goals (care plans) and information about your health are recorded and reviewed regularly.
Why do we collect your information?
The information we collect helps us keep up-to-date details about your needs so we can care for you in the best possible way.
We also use the information to better manage and plan the services we provide.
Who else sees you information?
All information is kept strictly confidential and is only accessed by authorised staff. As part of our client induction, we ask for your permission to use personal information in our statistical reports to government. At no time are you individually identified in these reports.
What say do you have in what happens to your information?
You have a say in what happens to your information. We rely on the information you give us to help provide the right care for you. It is your right not to share some of your information or restrict access to your client record but it may affect our ability to provide you with the best possible services. Talk to us if you wish to change or cancel your consent.
How will your information be protected?
We are committed to protecting the confidentiality of your record. The privacy of your information is also protected by law. We treat your information in the strictest of confidence and store it securely.
Can you access your information?
Yes, you have the right to request access to your information and to ask for it to be corrected if necessary.
SERVICE USER RIGHTS
1. Every Service User has the right to receive a service that encourages and fosters their independence.
2. Every Service User (with the Service User’s permission) and/or their carer has access to all information about themselves held
by the Service.
3. In cases where a Service User has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian
or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements.
4. Service Users (with the Service User’s permission) and/or their carers will be involved in decisions about their assessment
and care plan. They will be made aware of all the options available, and any fees to be charged.
5. Service Users will be made aware of the standard of service which they can expect. Services will be provided in a safe
manner which respects the dignity and independence of the Service Users, is responsive to the social, cultural and physical needs of the Service Users and the needs of the carer.
6. Service Users’ access to services will be decided only on the basis of need and the capacity of the Service to meet that need.
7. Service Users have the right to refuse a service and refusal will not prejudice their future access to services.
8. Service Users have a right to complain about the Service they are receiving without fear of retribution.
9. Complaints by Service Users will be dealt with fairly, promptly and without retribution. The Service User may involve an advocate of their choice to represent his/her interests.
10. Service Users’ views will be taken into account in the planning and evaluation of the Service.
11. Service Users can nominate an Advocate to speak on their behalf. This may be a family member, friend or advocacy service.
12. Service Users’ rights to privacy and confidentiality will be respected.
SERVICE USER RESPONSIBILITIES
1. A Service User should provide reasonable notice if a service is no longer required.
2. Service Users should act in a way which respects the rights of other Service Users and Team Members.
3. Service Users need to take responsibility for the results of any decisions they make including the choice not to make a decision.
4. Service Users must utilise seatbelts and other vehicle safety devices as directed by authorised Team Members.
5. Service Users should respect the confidentiality of information about other Service Users and Team Members which they may obtain whilst using services.
6. Service Users should inform the Service of any significant change in their circumstances, e.g. health status, mobility decline.
7. Passengers must not be under the influence of illegal drugs or alcohol and must be reasonably presented (i.e. hygienic and without provocative messages or logos on clothing).
8. We ask that areas concerning culture, politics, religion, etc. be treated with due discretion by all concerned and that clients refrain from swearing.
9. If a Service User continually refuses to abide by their responsibilities, they may be exited from the Service.
Click below to download 'Charter of Rights and Responsibilities'
| charter-of-rights-and-responsibilities.pdf |