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 SERVICE USER RIGHTS & RESPONSIBILITIES 

HART Services celebrates diversity and actively creates access for people who:
Ø  are Aboriginal and/or Torres Strait Islander people,
Ø  are LGBTI, live in rural/remote areas,
Ø  are financially disadvantaged,
Ø  have dementia,
Ø  are from culturally and linguistically diverse backgrounds.

Access to services is based on need and people are not compromised on the grounds of their: Gender, marital status, religious or cultural beliefs, political affiliation, sexuality or sexual preference, particular disability or ethnic background. Listed below are HART Services' Service User Rights and Responsibilities. 
The Australian Government Department of Health  "Ageing & Age Care" also have a pdfCharter of Care Recipients Rights and Responsibilities121.93 KB

  Service User Rights 

    1. Every Service User has the right to receive a service that encourages and fosters their independence.

    2. Every Service User has the right to services free of harm, neglect, abuse, exploitation or violence.

    3. Service Users have the right to know what their rights are, and to receive appropriate information.

    4. Service Users will be made aware of the standard of service which they can expect. Services will be provided in a safe manner which respects the dignity and independence of the Service Users and is responsive to the social, cultural, or physical needs.

    5. Service Users have the right to self-expression and being respected as valuable Community members.

    6. Service Users or (with the Service Users's permission) their carer/family member, have access to all information about themselves held by the Service.

    7. Service Users' rights to privacy and confidentiality will be respected.

    8. In cases where a Service User has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected.

    9. Services Users have the right to Consumer Directed Care, whereby they are integral to the decision making process regarding their services, plans or care arrangements.

    10. Home Care Clients are to be made aware of all options available and any fees to be charged.
      Additional rights are available see pdfCharter of Care Recipients Rights and Responsibilities121.93 KB

    11. Service Users’ access to services will be decided only on the basis of need and the capacity of the Service to meet that need.

    12. Service Users have the right to refuse a service and refusal will not prejudice their future access to services.

    13. Complaints by Service Users will be dealt with fairly, promptly and without retribution. The Service Users may involve an advocate of their choice to represent their interests.

 Service User Responsibilities 

  1. A Service User should provide reasonable notice if a service in no longer required.

  2. Service Users should act in a way which respects the rights of other Service Users and Team Members.

  3. Service Users need to take responsibility for the results of any decisions they make, including the choice not to make a decision.

  4. Service Users must utilise seatbelts and other vehicle safety devices as directed by authorised Team Members.

  5. Service User should respect the confidentiality of information about other Service Users and Team Members which they may obtain whilst using services.

  6. Service Users should inform the Service of an significant change in their circumstances, e.g. health status, mobility decline.

  7. Passengers must not be under the influence of illegal drugs or alcohol and must be reasonably presented (i.e. hygienic and without provocative messages or logos on clothing).

  8. We ask that areas concerning culture, politics, religion etc. be treated with due discretion by all concerned and that clients refrain from swearing.

  9. If a service User continually refuses to abide by their responsibilities they may be exited from the Service.

  10. HART Services have zero tolerenace of aggression. Please be respectful when phoning or talking with HART team members. We will do our best to look after your needs but we will not tolerate aggression.

  11. Please participate fully with our Workplace Health and Safety procedures, including infection control, e.g. vehicles are equipped with hand sanitiser, tissues and masks if required for flu control.

We acknowledge and respect the traditional land owners, the Bundjalung people,  on whose land we work and live.
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