HACC National Service Standards
- Access to Services
To ensure that each Carers access to a service is decided only on the basis of relative need.
- Formal assessment occurs for each Carer
- Carers are allocated available resources according to prioritised need
- Access to services by Carers with special needs is decided on a non-discriminatory basis
- Carers in receipt of other services are not discriminated in receiving additional services
- Carers who reapply for services are assessed with needs being prioritised.
- Information and Consultation
To ensure that each Carer is informed about his or her rights and responsibilities and the services available and consulted about any changes required.
- Carers are aware of their rights and responsibilities
- Carers are aware of the services available
- Carers are informed of the basis of service provision, including changes that may occur.
- Efficient and Effective Management
To ensure that Carers receive the benefit of well-planned, efficient and accountable management.
- Carers receive appropriate services provided through the process of ongoing planning, monitoring and evaluation of services
- Carers receive services from agencies that adhere to accountable management practices
- Carers receive services from appropriately skilled staff.
- Coordinated, planned and reliable service delivery
To ensure that each Carer receives coordinated services that are planned, reliable and meet his or her specific ongoing needs.
- Each Carer receives ongoing assessment (Formal and Informal) that takes all support needs into account
- Each Carer has a service delivery/ care plan which is tailored to individual need and outlines the service he or she can expect to receive
- Carers cultural needs are addressed
- The needs of Carers with intellectual difficulties, including dementia, memory loss and similar disorders and intellectual disabilities are addressed
- Carers receive services which include appropriate coordination and referral processes.
- Privacy, Confidentiality and Access to Personal Information
To ensure that each Carer’s rights to privacy and confidentiality are respected, and he/she has access to personal information held by the agency.
- Carers are informed of the privacy and confidentiality procedures and understand their rights in relation to these procedures
- The release of Carer information occurs with the consent of the Carer or their advocate or legal guardian
- Carers are able to gain access to their personal information.
- Complaints and Disputes
To ensure that each Carer has access to fair and equitable procedures for dealing with complaints and disputes.
- Carers are aware of the complaints process
- Each Carer’s complaint about a service, or access to a service is dealt with fairly, promptly, confidentially and without retribution
- Services are modified as a result of ‘upheld’ complaints
- Each Carer receives assistance, if requested to help with the resolution of conflict about a service that arises between the frail elderly person or younger person with a disability and his/ her carer.
To ensure that each Carer has access to an advocate of his/her choice.
- Each Carer has access to an advocate of his/her choice
- Carers know of their right to use an advocate
- Carers know about advocacy services – where they are and how to use them
- STEPS involves advocates in respect to representing the interests of the Carer.