Pandemic Management

Will Holmes à Court
Will Holmes à Court
Last updated 
Guidelines for responding to pandemics

Overview

Introduction 
  • Commitment to Safety: HWH prioritizes the safety and well-being of all clients and employees. Responding promptly and effectively to pandemic situations is imperative.
  • Pandemic Risk Management: Pandemics are high-risk events that can escalate rapidly and significantly affect the health of both workers and clients. Given the nature of home care services, which often involve close physical proximity between workers and clients, a risk-assessed approach is essential to continue service provision while minimizing exposure and transmission risks.
  • Scope and Adaptability: This policy specifically addresses the ongoing COVID-19 pandemic, recognizing that the situation is fluid and may change with little notice.
  • Regulatory Compliance and Continuous Review: As a service provider, HWH is committed to continuously reviewing and applying Public Health COVID-19 guidelines and resources provided by regulatory bodies, including the NDIS and the Aged Care Quality and Safety Commission. This ensures that all health and safety standards are consistently met.
Applies
  • when preparing the company to manage during a pandemic and
  • when undertaking company activities during a pandemic.
  • to all HWH workers at every level of the company.
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Policy

Client vulnerability
We understand that the aged and people living with a disability are more vulnerable to developing illness during a pandemic because they are more likely to:
  • have complex pre-existing conditions, including multiple morbidities
  • have a compromised immune system (e.g. due to pre-existing conditions or medications)
HWH will manage risks for all our clients and consider each client's needs, goals, and preferences.

Preparedness and planning
HWH always aims to deliver the highest quality care; we see it as our responsibility and obligation to meet, at the minimum, the NDIS Code of Conduct and NDIS Practice Standards for our services. Several risks may compromise these requirements during a pandemic, so we must adequately identify these risks and plan our response. We acknowledge that pandemics pose the following risks:
  • Health and safety risks: Normal business operations put our clients and/or workers at an increased risk of contracting an infectious disease.
  • Operational risks: A pandemic creates an environment where we can no longer continue our usual operations (due to government restrictions, worker shortages, etc.).
  • Environmental risks: if a pandemic compromises our service environment's safety.
  • Economic risks: if HWH and its workers experience financial difficulties due to limited or ceased operations.
  • Resource risks: if we do not have sufficient resources (e.g. human resources, PPE) to continue normal operations due to a pandemic.
  • Compliance risks: a disruption to normal operations due to a pandemic leads to non-compliance with NDIS rules and other relevant legislation.
  • Reputational risks: if a lack of appropriate response to a pandemic situation impacts how our organisation is perceived in the wider community.
We will work to streamline the management of these risks by completing our risks register and a pandemic management plan. This will help ensure that, in the event of a pandemic, we have a planned and coordinated response. Our pandemic management plan will identify 
  1. the key actions we need to take to prepare for a pandemic
  2. our plan for ensuring business continuity
  3. the names, contact details and roles of people required to ensure business continuity
  4. services/functions that are deemed essential
  5. action plans for maintaining each essential service
  6. skills required to perform essential services
  7. facilities required to continue essential services
  8. clients that are most at risk
  9. how we collaborate with providers and community organisations
  10. How we activate our pandemic management plan
We will review our pandemic management plan annually to ensure it is current.

Basic prevention measures during a Pandemic
We take basic hygiene and cleaning measures at all times. Our infection prevention control and waste management policies record these in detail. Some basic measures that we take include:
  • washing hands frequently and at relevant times
  • maintaining respiratory hygiene at all times
  • ensuring all areas are cleaned with appropriate tools and cleaning agents
  • managing all forms of waste in a safe and suitable way
  • wearing appropriate PPE when required.
During a pandemic, we recognise that it is important to maintain a high level of hygiene and continue this when social distancing and/or reduced interaction with the community is required.

Social distancing
Social distancing involves possible restrictions on a citizen's movement required by Public Health authorities during pandemics. It applies to all workers and participants. Social distancing typically involves:
  • being at least 1.5 metres apart from others at all times
  • limiting unnecessary touching (e.g. handshakes and hugging)
  • if possible, limiting the number of workers on shift at one time
  • limiting face-to-face meetings where possible (i.e. conducting most meetings over the phone instead)
  • limiting food handling and sharing
  • Only going out for essential reasons such as: 
    • attending work/school 
    • purchasing food and medicine 
    • medical appointments 
    • personal emergencies 
  • avoiding all non-essential national and international travel
  • avoiding mass gatherings
  • working/studying from home if practicable.
Isolation
While isolation is no longer a legal requirement, staying at home may protect the people in the community if you test positive for COVID-19. 
  • Client COVID-19 Positive Case: If a client tests positive for COVID-19, the Clinical Care Manager (CCM) will evaluate the provided services. For non-clinical services, the CCM will communicate with the client regarding the possibility of postponing services until the client is asymptomatic. If services continue, the assigned team member must wear a mask for 14 days following the onset of the client's symptoms.
  • Team Member COVID-19 Positive Case: If a team member tests positive for COVID-19, they must refrain from providing services while symptomatic. Once the team member is asymptomatic, they may resume services after obtaining the client's consent. The team member must wear a mask during service provision. If the client does not consent to receive care from the team member who tested positive, an alternative team member will be assigned to deliver the services.
Restrictive practices
  • Restrictive practices may be used as a last resort if a client responds to a situation that can cause them distress (behaviours of concern). The distress may stem from triggering factors such as a maladaptive environment, fear or response to a real or perceived threat.
  • These factors may be heightened in the event of a pandemic outbreak. Thus, we are responsible for providing comprehensive and suitable support to inform the client of what is occurring and why certain restrictions are in place. 
  • If a restrictive practice is utilised, we will follow all standard debriefing, reporting and legislative procedures outlined in our restrictive practice policy.
  • Whilst home isolation for therapeutic reasons is not considered a restrictive practice, such requirements during these events must be discussed with the client and their support network. 
  • This applies to all clients, not only those with restrictive practices incorporated in the positive behaviour support plan.
Incidents and complaints
  • We will address any complaints or incidents arising during (or as a result of) a pandemic.
  • We will always follow the procedures specified in relevant policies, processes and legislation.
  • We will also make all reasonable attempts to fast-track incident and complaint reports that arise due to a pandemic, as reports of this nature will likely be urgent and time-sensitive.
Privacy and confidentiality
  • We are committed to maintaining privacy and confidentiality by following all relevant policies and legislation. Under usual circumstances, the client can decide whether or not they reveal health information to us.
  • We will only request information about a health condition if it is a notifiable condition under the National Notifiable Disease Surveillance System. This may occur in the event of a pandemic. We will request this information to:
    • give the person the support they need
    • ensure the safety of all people within HWH, including clients, workers and visitors
    • put risk-minimisation measures in place.
  • We do not tolerate bullying, harassment, or discrimination for any reason, including bullying, harassment, or discrimination based on disclosed health information. Any such instance will be subject to disciplinary action and addressed under our incident management policies/processes.
Communication strategies
As a pandemic is likely to develop quickly, we understand the importance of consistent communication across the company. To do this, we will implement the following strategies as required:
  • Utilise appropriate telecommunications (email, phone, online chat, etc.) to:
    • share important operational updates across the organisation 
    • make working-from-home arrangements 
    • conduct meetings and appointments 
  • Provide relevant information to clients in a format they are most likely to understand; this may include the use of communication aids such as: 
  • easy read documents 
    • choice boards 
    • communication apps 
    • alphabet boards. 
  • Record key events and decisions so workers and clients can reference them in the future.
COVID-19 specific definitions
The following definitions are Australian Government Department of Health guidelines on when workers should stop working. Before following these guidelines, we must consider their services (and the level of their clients' vulnerabilities).

Casual contact 
  • This will include healthcare workers who have taken recommended infection control precautions, including fully using PPE while making close contact with someone with confirmed symptoms of COVID-19. 
  • Workers in this category are allowed to continue working, but they should be advised to self-monitor and self-isolate if they develop symptoms consistent with COVID-19.
 Close Contact 
  • A form of contact with someone with confirmed symptoms that involves: 
    • consistently sharing a closed space (e.g. living in the same household) 
    • face-to-face contact longer than 15 minutes 
    • direct contact with any bodily fluids 
    • spending two or more hours in the same room.
  • Individuals will need to self-isolate in the event of close contact with someone with confirmed symptoms of COVID-19.
Outline
Symptoms can include:
  • fever
  • cough
  • sore throat
  • fatigue, and
  • shortness of breath.
  • new loss of taste and or smell
PPE requirements
Utilising PPE is crucial for minimising the risk of transmitting COVID-19.
PPE that should be utilised when working during COVID-19 includes:
  • masks
  • gloves
  • safety goggles/ shield
  • long-sleeved gown or apron.
Appropriate PPE should be used when:
  • providing support to someone with a suspected or confirmed case of COVID-19
  • collecting or assessing bodily samples from people who have suspected or confirmed cases of COVID-19
  • working with or around people that are particularly vulnerable to COVID-19
  • there are orders in place that make wearing masks and/or other PPE mandatory.
Further information can be found in the Department of Health.

Our responsibilities during the COVID-19 or similar outbreak
  • We must ensure our workers are up to date with the latest information on COVID-19 and know their responsibilities, including what to do if a client is suspected of COVID-19.
  • We must ensure services continue for the clients we support. If this can no longer be accomplished (e.g. worker shortages or inability to provide the care clients require), notify the regulator.
  • We must assist our clients in understanding and planning for the COVID-19 pandemic. using relevant and accessible resources, for example, the Collaborating 4 Inclusion COVID-19 planning resources.
  • We can help clients understand their funding bodies' response to the COVID-19 outbreak with an easy read available in multiple languages.
Responsibilities of workers
When providing services during a pandemic, workers must:
  • Stop harmful germs from entering the environment by complying with our infection control and waste management policies at all times and concepts of antimicrobial stewardship.
  • help clients understand how they can stop the spread of germs by using appropriate communication methods, such as the infection control easy-read document
  • maintain person-centred practice
  • communicate organisational changes and special provisions in a way that is most likely to be understood by each client
  • ensure the service delivery environment is safe
  • remove or mitigate any factors that make a service environment unsafe
  • incorporate all organisational and government recommendations into service delivery, including recommendations regarding: 
    • movement and travel restrictions 
    • social distancing 
    • additional hygiene measures 
  • report all complaints and incidents under relevant policies and legislation
  • ensure handwashing facilities are readily available at all times
  • ensure relevant PPE is available at all times
  • limit face-to-face contact with clients where possible
  • limit the touching of clients (and other workers) where possible
  • monitor their health status and act accordingly
  • monitor the health status of clients and act accordingly
  • self-isolate, if required
  • consistently liaise with relevant workers and managers
Responsibilities of key HWH managers
When undertaking services during a pandemic, key managers must:
  • coordinate pandemic preparedness and response
  • undertake managerial responsibilities specified in the pandemic management plan
  • make key decisions about ceasing/scaling back operations
  • communicate key decisions clearly and cohesively across the organisation
  • monitor the Australian Department of Health and NDIS websites, as well as the websites of other organisations that govern health and, or disability services
  • implement state and federal recommendations and coordinate any lockdown measures.
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