Exiting a Client

Will Holmes à Court
Will Holmes à Court
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Exiting a client who chooses to stop receiving services from us, are asked to exit or exit due to their death.

Process 

  • The exit process outlines the steps for a client to stop using our services. 
  • This can be for several reasons, such as when a client moves away, a client's needs change and the service cannot meet these needs, or in the event of a client's death.
  • Developing an exit plan for clients exiting the service helps us ensure a smooth exit process for all involved.
  • Our exit process is centred on what is always best for the client. 
  • With the client's consent and consultation, their family and other providers are also involved in the exit process and developing the plan.
Process Map
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Process Steps
Step 1: Reason for Exit
  • A client needs to exit the service.
  • A client may choose to exit the service:
    • if they wish to change providers
    • when their needs change
    • or they move out of the service area.
  • HWH has requested to exit from HWH services
    • When they have a lack of funding
    • If their needs have changed (above what we can provide)
    • If the client is unwilling to meet reasonable conditions or
    • If the client will not pay for the services
  • The death of a client also triggers the exit process.
Note: If the reason for exiting is the Death of a Client, skip Step 2 and go to Step 4.

Step 2: Client Requested Exit
Where a client has asked to exit services:
  • HWH asks them to provide reasons for the exit decision
  • HWH works with the client and their family/guardian to find a suitable replacement service if required
  • HWH will remind the client of their right to make a complaint.
  • Document the reasons for the decision and file this in the client's record. 
Step 3: Develop the Exit Plan
  • Depending on the services we provided and the client's needs, an exit plan may include:
    • Details of follow-up arrangements
    • Other people involved and their roles
    • Community resources likely to be involved post-exit
    • Other details identified by the client and carers
    • Information on how to re-enter the service
    • The main point of contact regarding the most recent supports provided
    • Any shared support arrangements with other services, if applicable
    • Information for the client's preferred health professionals, e.g. general practitioner, speech pathologist, clinical psychologist, or physiotherapist.
Step 4. Death of client
  •  The client receiving HWH services has passed away.
Step 5. Exit Survey or Interview 
  • Clients leaving the service should be offered an exit survey and or interview. 
  • The feedback should be used to improve services (refer to the HWH Continuous improvement process, Improvement Opportunity and our Exit Survey).
Step 6. Implement transition plan
  • Medical services, pharmacy, Centrelink, day placement, and any other relevant services should be advised that the client is now being supported by a new provider.
End