Working with Client Support Networks
Guidance on working with a client's family, carer, guardian and other supporters
Overview
Introduction
This policy aims to ensure each client receives coordinated support from a collaborative team which includes the HWH, the client, the client's support network and other relevant providers.
This policy aims to ensure each client receives coordinated support from a collaborative team which includes the HWH, the client, the client's support network and other relevant providers.
A coordinated collaborative approach helps to facilitate the client's development and address their needs and priorities. Effective collaboration means being able to provide safe, coordinated supports and services whilst involving the client and their support network as much as possible.
Client support networks
A client's support network are the people in the client's life that help the client informally to achieve their goals and aspirations. A support network can include the client's family, guardians, carers, friends, advocates or other members of the community.
A client's support network are the people in the client's life that help the client informally to achieve their goals and aspirations. A support network can include the client's family, guardians, carers, friends, advocates or other members of the community.
A support network includes people with important relationships, people who can help the client learn new skills, give advice on decisions, provide opportunities to be involved in the community and develop dreams and ideas on how to achieve them.
Collaborative links
We are committed to genuine collaborative relationships between support networks and other service providers where we can value each other’s knowledge of the client, communicating freely and respectfully and sharing insights and engaging shared decision-making.
We are committed to genuine collaborative relationships between support networks and other service providers where we can value each other’s knowledge of the client, communicating freely and respectfully and sharing insights and engaging shared decision-making.
We encourage the client's support network to be involved and provide input into support plans, spend time with the workers and contribute their skills and resources to enhance well-being, learning and development.
Communication
It’s important that all involved remain confident that their personal information is kept safe and secure and that the privacy of the client is upheld while sharing information to deliver better services.
Keep in mind the following seven golden rules for information sharing:
Keep in mind the following seven golden rules for information sharing:
- information security should not be a barrier to sharing information
- record decisions and reasons for it—record what was shared, with whom and for what purpose
- be open and honest with the client (and their family, where appropriate) at the outset about why what, how and with whom the information will or could be shared, and seek their agreement unless it is unsafe or inappropriate to do so
- seek advice if you are in any doubt, without disclosing the identity of the client, where possible
- share with consent where appropriate and, where possible, respect the wishes of those who do not consent to share confidential information—information can still be shared without consent in certain situations e.g. if the client is at serious risk of harm
- consider safety and well-being of the client and others who may be affected by their actions
- the information sharing should be necessary, proportionate, relevant, accurate, timely and secure.
Applies
- when supporting clients
- to all HWH representatives including key managers, nurses, administrators and home support workers.
Related Items
- NDIS Guidelines
Policy
Working with client support networks
We will work with each client and their support network to achieve the best possible outcomes for the client. The following principles guide the services we provide. We will:
We will work with each client and their support network to achieve the best possible outcomes for the client. The following principles guide the services we provide. We will:
- promote open communication about major concerns, issues or opportunities to the collaborative areas
- adopt a positive outlook coupled within a positive, proactive manner
- adhere to statutory requirements and best practice including compliance with Australian privacy law
- ensure collaborative links with participant support networks and other providers are established
- manage stakeholders effectively and support decisions collaboratively made by the support network
- act in a manner that reflects and respects the importance of the collaborative arrangement
- ensure qualified resources are available and authorised to fulfil their responsibilities
- act in good faith to support the achievement of agreed objectives.