Overview

• This policy aims to remove any barriers that clients may face trying to access our services and guides handling client entries and exits from our services. This policy helps:
  • promote consistent practices
  • allow for the diverse and individual needs of clients
  • consider the safety and well-being of clients
  • consider the health and safety of our workers.
• HWH services are available to
  • people who are eligible for the NDIS,
  • people living with chronic injuries who are eligible for Lifetime Care, 
  • the aged who are eligible for a Home Care Package, and
  • veterans and their families eligible for Veterans Home Care support
  • other self-funded clients
• The entry process starts when a client and, or their representative/guardian requests access to our services. 
• During entry, clients are assessed. This can vary between clients, but generally, we consider client needs, preferences, abilities, goals, risks, any previous or current services, and their level of funding. 
• This process must be fair, consistent, and transparent. Following the assessment, a decision is made about supporting the client.
• When clients leave our services, this is referred to as exiting and can happen for several reasons, such as:
  • if they relocate to an area outside our area of service delivery
  • when our schedule and service are no longer able to meet the client's needs or assist in achieving chosen goals
  • if they transfer to another service provider
  • if there is a lack of available resources or funding
  • in the event of the death of a client using our services
  • if the client is unwilling to meet the reasonable conditions required in their support/care plan, affecting the safe delivery of services and the health and safety of the staff
  • if there are changes in the client's condition resulting in service needs above what we can deliver, for example,
    • their condition changes, so they either don’t need our care or the ACAT team determines their needs would be more appropriately met elsewhere.
  • if the client and, or family member/carer engage in behaviour that is unacceptable towards us, such as violence, abuse, aggression, theft or property damage or
    • has seriously injured staff or infringed on their rights to work in a safe environment 
  • if there is continued non-payment of fees incurred from services provided.

• when clients enquire about our services, enter into a service agreement or exit from our services
• to all HWH employees, including key managers, administrative staff and Home Support Workers.

• NDIS (Quality Indicators) Guidelines 2018 (Cth)
• HWH - Client Exit Interview

Policy

• ensure non-discriminatory access for all clients irrespective of funding source enquiring or requesting access to our services
• maximum accessibility to our services for all clients that need our services
• proactively communicate information about our services as part of broader community engagement activities
• identify and reduce barriers and provide equal access for all clients that need our services
• regularly review the accessibility of our services and take action to improve access whenever possible
• ensure our advertised contact phone number is accessible during business hours and has an active voicemail
• ensure the advertised contact email account is working and checked at least daily
• ensure all enquiries by clients are responded to promptly
• provide accurate information about gaining access to and exiting from our services to assist client decision-making
• make all reasonable adjustments to accommodate the client's cultural/language needs and those of family, significant others, advocates
• monitor the diversity of the people accessing our services to ensure we reach the whole community, particularly those groups known to experience additional barriers i.e. because of gender, culture or ethnicity
• provide clients with all options we are aware of in the community that could benefit them and expand their choices in any aspect of their lives.

• Entry and access to our services are provided based on relative need and availability of resources.
• Each client requesting access to services is informally assessed before they commence services.
• Clients requesting access should be provided with a timely response regarding their requests.
• A formal assessment may be necessary when more information is required to decide a client's request to access services.
• Written notification must communicate one of the following:
  • acceptance of a request for access to our services
  • refusal of a request to access services based on the applicant not being a priority
  • refusal of a request to access services for unfunded applicants
  • Request additional information (such as when a formal assessment is required).

• clients have the right to leave our services at any time they choose
• clients are supported to investigate more appropriate services if they are likely to enable positive outcomes
• clients are required to provide four weeks’ notice of their intention to exit our services
• our exit process is fair and transparent and upholds the rights of clients 
• if a client is leaving due to dissatisfaction with the service, they are encouraged and supported to raise a complaint about their dissatisfaction
• we will understand, accept and learn from a client or family’s decision to exit our service
• we will support clients with an exit plan after we become aware of a client who will exit our services
• clients are offered the opportunity of an exit interview
• clients are provided information on how they can re-enter our services.

• consult with the client, family/carer/supporter and key workers to develop a transition plan taking into account the client's needs and preferences, including cultural needs, values and beliefs
• develop a risk management plan to manage any identified risks during the transition
• ensure all workers involved in the transition are aware of the transition plan and identified risks that need to be managed
• review the transition plan regularly during the transition to ensure that are no unplanned circumstances or unmanaged risks
• following the transition, follow up with the client and their family/carer/supporter for feedback.

• a client's inability or unwillingness over some time to work towards agreed goals
• other clients, workers or the client themselves are at risk of harm
• financial requirements are not being met
• If changes in the client's condition result in support needs above what we can deliver.

• We will adequately assess matters that lead to service withdrawals and provide the affected client's reasons for doing so, such as a shortage of resources.
• We will not withdraw services for a client solely because of the dignity of the risk choice the client made.
• If we withdraw services for a client, we will help the client find services from another provider.