Referrals
How we manage referrals in and out of our services
Overview
Introduction
This policy provides guiding principles on clients that are referred to our service and when we refer clients to other providers to access their services.
Clients may be referred to us about our services from other service providers, the NDIA, iCare, Aged Care providers, discharge planners, rehabilitation providers, health professionals or other organisations. Similarly, we may refer clients to other providers in order for a client to meet specific support needs. As part of our duty of care responsibilities, we have an important role in identifying needs for referral services for clients we support.
There are many types of services where a client may benefit from a referral. Here are a few examples:
- advocacy services
- allied health services
- assistance with independent living
- capacity-building support
- community integration support
- early intervention support
- assistance with personal finance
- therapeutic supports
- transport services.
Applies
- when clients are referred to our service
- when we refer clients to other service providers
- to all HWH employees including managers and home support workers
Related Items
- NDIS (Quality Indicators) Guidelines 2008 (Cth)
Policy
Referrals
- Consent is sought from clients before we contact other service providers to discuss the client's support needs, schedules, plans and goals.
- When contacting other providers about referrals, just enough personal information of clients should be disclosed.
- When setting up new supports for clients, workers should be mindful of existing supports through other providers, if so, these should be discussed with the client keeping in mind their needs, wishes and goals along with the existing provider and worker relationships.
- All details of any commenced referral services are recorded in the client's BaseCamp.
When to refer
When a need for a referral is identified, the level of urgency should be established, this involves looking at:
When a need for a referral is identified, the level of urgency should be established, this involves looking at:
- any risks involved
- the client's wishes
- the immediate nature of the demands i.e. crisis or long-standing need
- our service abilities to meet all or some of the client's needs
- wishes of other relevant stakeholders such as family, friends and other members of the treating team.
When considering a referring another service provider, the following should be considered:
- are they the best possible provider for this client?
- will they adequately meet the needs of this client?
- are there specific cultural or other protocols to follow to ensure a smooth referral?
Supporting Participation
Client's that need additional support to attend referral appointments will be provided with this support.
Client's that need additional support to attend referral appointments will be provided with this support.
We will encourage attendance of the referred service by:
- discussing progress
- listening to difficulties and assisting in managing these
- following up any problems which require input or for which the client needs advocacy
Measuring success
We will ensure the needs of the client are met at the referred service by:
We will ensure the needs of the client are met at the referred service by:
- asking the client for feedback about the referral
- checking with stakeholders for their perspective on the effectiveness of the referral
- consulting with the referred provider to establish the level and quality of assistance given.