Your rights and responsibilities

To make sure all CentacareCQ‘s clients receive the best care, all service providers have responsibilities and must meet certain standards.

CENTACARECQ recognises their clients have a right to be looked after properly, treated well and provided with high-quality care and services.

In Commonwealth funded aged care services, The Charter of Rights & Responsibilities – Home Care and the Department of Communities- Your Rights and Responsibilities outlines what to expect when receiving care.

To make sure all CentacareCQ‘s clients receive the best care, all service providers have responsibilities and must meet certain standards.

Clients have the right to:

• Receive a quality service;
• Be treated with respect, courtesy, dignity and to be accepted as an individual;
• Be treated without exploitation, abuse, discrimination, harassment or neglect;
• Expect privacy and confidentiality and to access your personal information kept by CentacareCQ;
• Be involved in deciding what care will meet their needs;
• Be informed and have their views valued;
• Be helped to understand any information they are given;
• Have access to an advocate or their choice of a person to speak on their behalf;
• Have a written agreement covering everything they and their service provider have agreed to;
• Have their fees determined in a way that is transparent, accessible and fair;
• Receive information on how to provide feedback about their care and services and to have these handled fairly and confidentially;
• Refuse a service;
• Be given a copy of the Rights and Responsibilities’ specific to their funded program.

CentacareCQ clients also have some responsibilities to the people who are providing their care.

CentacareCQ ask that clients:

• Respect the rights of support workers and treat them with respect and courtesy
• Give enough information to the service provider so they can develop and deliver your care plan;
• Follow the terms and conditions of your written agreement
• Provide a safe work environment for workers, help them to provide services safely and inform them if there are any potential hazards
• Pay any fees outlined in your written agreement;
• Take responsibility for the results of any decisions which are made with staff about your care.

As the preferred care provider CentacareCQ have set responsibilities that we take seriously and forms part of the CentacareCQ Constitution.

CentacareCQ undertakes the responsibility to:

• Ensure our services are accessible and affordable, especially to those who are disadvantaged, regardless of gender, ethnic origin, beliefs or disability.
• Uphold the rights of each person, including their right to dignity and privacy and a safe environment.
• Empower clients to achieve maximum level of autonomy and self-determination.
• Consult and work cooperatively with other community agencies and groups towards the development of a supportive community.
• Be fully accountable for our programs and financial operations.
• Be committed to quality of service and to the continuous improvement of our client focused services.

For more information please contact CentacareCQ and ask to speak with a Case Manager or Program Manager on 1300 523 985.

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