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Mopane Client Handbook 2018 Flipbook PDF
Mopane Client Handbook 2018
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Welcome to MOPANE COMMUNITY HEALTH We want your experience with us to be a positive one and to make a real difference in your life. Mopane Community Health works with individuals, families, carers, friends and the community. We aim to ensure that people affected by mental health issues or disabilities can live fulfilling, active and fulfilling lives in the community. We work together to achieve our vision and mission which is guided by our values. We are committed to our values in everything we do and building a positive, safe, client-focused culture. Our values: Caring – Respect – Integrity – Excellence – Accountability - Connectedness This handbook has some of the information about using our services. If you would like to talk to someone about Mopane Community Health, or any of the information in this handbook, you can speak to a local staff member, visit our offices or website www.mopanehealth.com.au
About us – who we are • Mopane Community Health is an organisation with core values and beliefs which are firmly focused on addressing, meeting and negotiating the range of ‘determinants of health’. • We work with individuals, families and all other stakeholders ensuring choice and control, community participation and maximizing opportunities. • Our mission and vision is to be providers of individualised person centred supports/care which allows for choices improved quality of life. • With this vision, we are building on a strong foundation and aspiring to be leaders in healthcare where choices and collaboration with all stakeholders will be in the pivotal domain of Mopane Health and Community Services operations. • And the way we work together to achieve our vision is guided by our values. We are committed to living our values in everything we do and building a positive, safe, client-focused culture. • We advocate for change to make sure people can access the best possible care and information when they need it. • We provide a wide range of community health services and assistance for people with mental health issues, disabilities and youth. • We are an equal opportunities employer and value who you are and your lived experience. We encourage applications from different people with different and unique experiences and abilities. People with lived experience of disabilities have become an essential part of service provision in our work.
Our services: At Mopane Community health all our services are focused on supporting you to live the life you want. This may involve developing skills, building confidence and connecting with others. We provide services and supports to: • individuals • families and friends • the community We work with all of these people so everyone in our community can actively support each other to create welcoming and inclusive communities, free from stigma. We focus on hope and possibility rather than illness or impairment and, we believe in all abilities and their uniqueness. Mopane NDIS services and registrations covers the following three types of support budgets in funding packages: 1. Core budget – includes supports to help you complete activities related to daily living and work towards your longer-term goals 2. Capacity Building budget – includes supports to enable you to build your independence and skills 3. Capital budget – includes assistive technologies, equipment and home or vehicle modifications, and funding for capital costs you may need (e.g. Specialist Disability Accommodation). • Support Coordination - covers a wide range of supports that will empower capacity building and develop participants resilience. This includes: Working together with you to put your plan into action Assistance in sourcing the right provider, with the right services for you Coordinating a range of supports Building on informal supports such as your family Resolving points of crisis Supporting you to drive your service design and direction • Plan Management Provision (PMP) • Service assists participants through financial management of their claims and payments for supports under the National Disability
Insurance Scheme (NDIS). Choosing Mopane Community Health as your Plan Manager alleviates the pressures associated with making NDIS provider claims and payments through the NDIS MyPlace Portal. This financial intermediary service allows you as the participant the opportunity to pursue the goals of your NDIS Plan with the confidence that invoices are processed efficiently. Detailed list of services listed on our website and, our friendly staff can elaborate on many other services.
Your rights: As a participant of Mopane Community Health you have rights which are protected by law and set out in national standards. ▪ Information about these rights must be given to you in a clear way that makes sense to you. ▪ We will talk with you about your rights when you first meet with us and throughout your time with the service. ▪ If you are ever unsure about what your rights are, please let us know. ▪ You will be asked to sign an acknowledgment of rights and responsibilities form which states that information about your rights and responsibilities have been explained to you and you understand this information. ▪ Depending on which service you are receiving, you may also be asked to sign a service agreement, which explains the details of the service you will receive. ▪ If you are ever unsure about what you are signing, ask a Mopane Community Health staff member or volunteer or an advocate to talk through the information with you again before you agree to sign. ▪ You may also like to speak to a peer worker about the service, your rights and responsibilities or contact independent groups such as commissions or advocacy services (see Appendix A on page 25). A peer worker is someone who has their own lived experience of mental health issues or disability and recovery.
Your responsibilities: When you use a service you not only have rights, you also have some responsibilities. It is your right to be told what these responsibilities are and what happens if you don’t uphold them. A service or program may have some responsibilities which are unique to that service. If so, these will be explained to you in a service agreement. The responsibilities you have are towards all people connected to your Mopane Community Health service – including yourself, other participants, staff, volunteers and the public. These responsibilities are: • to respect the rights of others, such as privacy and safety • to help create a safe environment for all, free from harm and violence • to tell us about what you need and if you have any problems as soon as you can • to help create a welcoming environment
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Appropriate service that is right for you We are committed to providing you with a quality service to meet your needs. This means offering you services and supports that are based on research and lived experience – what people say works for them. You have the right to services and supports that: • are available for you at the time you need it • enable you to be part of the community • are consistent and reliable • build on your strengths • enable you to reach your goals • are designed around who you are as a person
Choice and control We believe you are the best person to make decisions about your life, including the services and supports you are provided.. You have the right to: • be involved in all discussions and decisions about your supports and services • choose who is involved in your supports and services, including family members, friends and carers. • have a choice of worker, wherever possible • access peer support • choose to use other mental health or disability services • give your consent to supports and services • seek a second opinion or refuse services or support options recommended to you at any time without consequence • have independent advocacy or support to make a decision
Respect and identity We are committed to providing you with a service that is welcoming and inclusive of who you are. This means you should always feel safe and respected. It also means recognising the things that are important to you, such as your culture and identity. You have the right to: • be accepted for who you are • have your needs and identity recognised – with respect to culture, religion, gender, sexuality, language, disability or mental health • be offered an interpreter if required • have your personal privacy, dignity and lifestyle respected
Safety We want you to feel safe and be safe when using our services. You have the right to: • an inclusive service that is free from abuse, discrimination, neglect, force or favouritism • have an environment that is safe, physically accessible, clean and secure • support which does not restrict your right to freedom of movement, choice or control unless it is absolutely necessary to prevent you or someone else from harm • a zero tolerance approach towards all forms of abuse and neglect of all people using our services. • engagement and empowerment of all people and their families
Involving others We recognise how important it is for you to choose who is involved in the services and supports you receive. This may be family, friends, carers or other significant people in your life. We can help you to identify or connect with others who can support you. We can also provide you with information on services and supports for the important people in your life. You have the right to: • choose who will be present at any discussion or meetings, including a support person • identify a nominated person to receive information about your service and support • ask a family member, carer or friend to act as an advocate for you • ask for an independent person to act as an advocate for you
Privacy and confidentiality • We care about your privacy and confidentiality and are committed to protecting it. • When providing you with a service, we may need to collect information about you and how we are working together. We will only do this when it is relevant to your service or it is required by law. • When referring to ‘information’ we mean both personal and sensitive information. • Personal information is basic information such as your name, address and contact details. • Sensitive information refers to information about your health and wellbeing. In protecting your privacy we must: • keep confidential all information we collect about you • respect your safety, privacy and dignity when using your information • protect information from any misuse or loss • take steps to ensure that the information we have about you is accurate, complete, up to date and relevant to the service you are accessing • not share your information with anyone else unless you have given clear consent or if it is necessary to maintain your safety or otherwise required under law You have the right to: • complain if you feel we have not respected your privacy • know why and how your personal information is collected • know how your personal information is used, who it may be shared with and when • give or refuse consent before information is collected about you • look at your information and take copies • collaborate with your worker on what is being recorded about you • ask for information or records to be explained or changed if you believe it is inaccurate, misleading, incomplete or out of date • ask for other people such as family, friends or people who support you to have access to this information • refuse to have marketing material sent to you
Making a complaint and giving feedback We want you to tell us what you think about our services. We know the best way for us to improve our services is to receive complaints or feedback from you. You have the right to: • make a complaint at any time • be listened to respectfully • have your complaint kept private • have your complaint responded to fairly and quickly • give feedback on what’s working well or what could be improved at any time • be informed of what has happened with your complaint or feedback • be supported to connect with an independent advocate or support person • have an independent advocate or support person involved • be safeguarded from any negative consequences should you make a complaint We will review all feedback and complaints to evaluate the quality of our services, identify what is and what is not working well, and consider how we can improve our services.
Continued…. How can you make a complaint or provide feedback? You can raise a complaint, compliment or give feedback to a worker, coordinator or manager. Otherwise, you can talk to someone else you trust like a peer worker or independent advocate who can pass this information on to someone on your behalf. Complaints and feedback can also be given via:
• our website: www.mopanehealth.com.au • letter, using an advocate or any other person you may entrust.
Appeals If you are unhappy with the way we have managed your complaint or feedback you can contact: • You can seek advice about how to resolve this or appeal to the Mental Health Complaints Commissioner Ombudsman. • Disabilities Services Commissioner Ombudsman in your state or territory.
Get involved We want you to have a say and get involved in what we do. You have the right to: • have a say on what services and supports we offer and how they should be delivered • give feedback and have input on what we do as an organisation • give feedback and have input on the health care system • advocate for better services and supports, or changes to the systems that affect you • have an opportunity to contribute to the development, delivery and evaluation of our services and programs • opportunities to develop your skills and confidence to have a say and get involved Ways to get involved: • keep up-to-date via our website www.mopanehealth.com.au • connect with Mopane Community Health on Facebook and Twitter • provide feedback online, in person or letters • contact Mopane Community Health to discuss opportunities to get involved.
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Contact details of State and Territory Commissions for making complaints or lodging appeals. Australian Capital Territory Disability and Community Services Commissioner:
For complaints and appeals about children’s services and disability services contact Queensland Office of the Public Guardian:
Health Services Commission
Office of the Public Guardian
Office Address: Level 4, 12 Moore Street Canberra ACT 2601
Office Address: Level 4, 154 Melbourne Street South Brisbane QLD 4101
Postal Address: GPO Box 158 Canberra ACT 2601
Postal Address: PO Box 5653 West End QLD 4101
Phone: (02) 6205 2222
Email: [email protected]
SMS: 0466 169997
Phone: 1800 661 533
TTY: (02) 6205 1666 Website: hrc.act.gov.au/health
New South Wales
Queensland
New South Wales (NSW) Health Care Complaints Commission (HCCC):
For complaints and appeals about recovery services contact the Office of the Health Ombudsman:
Office Address: Level 13, 323 Castlereagh Street (corner of Hay Street) Sydney NSW 2000
Office of the Health Ombudsman Office Address: 400 George Street Brisbane QLD 4000 Email: [email protected] Phone: 133 646
Postal Address: Locked Mail Bag18 Strawberry Hills NSW 2012 Phone: (02) 9219 7444 Toll free: 1800 043 159 TTY: (02) 9219 7555 or contact the National Relay Service on 133 677 Email: [email protected] Website: hrc.act.nsw.gov.au
Victoria Mental Health Complaints Commmision (MHCC) Office address: Level 26, 570 Bourke Street Melbourne VIC 3000 Toll free: 1800 246 054 Email: [email protected] Website: mhcc.vic.gov.au Office of the Disability Commisoner (DSC) Office address: Level 30, 570 Bourke Street Melbourne VIC 3000 Free call: 1800 677 342 (landline) Email: [email protected] TTY: 1300 726 563 Website: odsc.vic.gov.au Skype: calls are available by appointment during business hours. To make an appointment you can call, TTY, fax or email the ODSC.
National Disability Insurance Scheme (NDIS) Until full implementation of the NDIS in 2019, complaints about service funded under the scheme should be directed to relevant state or territory complaint