Is the service user example Case scenario PRIMHD activity Relevant business a direct recipient? type code rules or rationale Activity purpose Assisting service user with Yes PH A service user comes to their support worker and tells them that T44 Contact duration is WINZ application they have had their WINZ application rejected and they 20 minutes. don’t understand why. They ask for the support help. worker’s The support worker gives the WINZ case worker a call to find out why the application was rejected and to find out what information the service user needs to provide. The call takes 20 minutes. Service user requests Yes CM A service user meets with an advocate at an NGO provider T44 Travel time is not advocacy support at next service and requests advocacy support at their next community included. CMH appointment mental health psychiatrist appointment. The service user feels their psychiatrist was not giving them any choice in their treatment and medication. The service user and advocate attend the next appointment, where the advocate is able to communicate to the psychiatrist the concerns and requests of the service user. After discussion and negotiation, the service user and psychiatrist agree on a change in medication. Service user requests Yes CM A service user is applying for an increase in disability allowance T44 advocacy to assist in WINZ to cover their medication and related travel costs and asks an appointment advocate is advocate to attend their WINZ appointment. – involved in discussion At the appointment, after review, the case manager declines the application. On behalf of the service user, the advocate asks for clarification on what is covered by the disability allowance, copies of the legislation, and a review of the decision. A meeting is held with the centre manager, advocate and service user. Service user requests Yes CM The service user and advocate attend an appointment together. T43 Community – advocacy support at next The service user self-advocates with the psychiatrist, and the support contact. CMH appointment advocate does not need to speak at all. The psychiatrist takes on what has been said and creates a new plan of care and arranges a medication review. Service user requests Yes CM The advocate attends a WINZ appointment with the service T43 Community – advocacy to assist in WINZ user. The service user hands over the paperwork requested and support contact. appointment advocate is answers questions from the case manager without any – not involved in discussion involvement by or assistance from the advocate. The service application is approved. user’s
Activity purpose Is the service user a direct recipient? example Case scenario PRIMHD activity type code Relevant business rules or rationale Assisting service user with WINZ application Yes PH A service user comes to their support worker and tells them that they have had their WINZ application rejected and they don’t understand why. They ask for the support worker’s help. The support worker gives the WINZ case worker a call to find out why the application was rejected and to find out what information the service user needs to provide. The call takes 20 minutes. T44 Contact duration is 20 minutes. Service user requests advocacy support at next CMH appointment Yes CM A service user meets with an advocate at an NGO provider service and requests advocacy support at their next community mental health psychiatrist appointment. The service user feels their psychiatrist was not giving them any choice in their treatment and medication. The service user and advocate attend the next appointment, where the advocate is able to communicate to the psychiatrist the concerns and requests of the service user. After discussion and negotiation, the service user and psychiatrist agree on a change in medication. T44 Travel time is not included. Service user requests advocacy to assist in WINZ appointment – advocate is involved in discussion Yes CM A service user is applying for an increase in disability allowance to cover their medication and related travel costs and asks an advocate to attend their WINZ appointment. At the appointment, after review, the case manager declines the application. On behalf of the service user, the advocate asks for clarification on what is covered by the disability allowance, copies of the legislation, and a review of the decision. A meeting is held with the centre manager, advocate and service user. T44 Service user requests advocacy support at next CMH appointment Yes CM The service user and advocate attend an appointment together. The service user self-advocates with the psychiatrist, and the advocate does not need to speak at all. The psychiatrist takes on what has been said and creates a new plan of care and arranges a medication review. T43 – Community support contact. Service user requests advocacy to assist in WINZ appointment – advocate is not involved in discussion Yes CM The advocate attends a WINZ appointment with the service user. The service user hands over the paperwork requested and answers questions from the case manager without any involvement by or assistance from the advocate. The service user’s application is approved. T43 – Community support contact.
guide-primhd-activity-collection-use-feb16-v2.docx