Standard 1.1.11: Advocacy And Support FA The family/whanau interviewed report that they were provided with information regarding access to advocacy services. Family/whānau were Service providers recognise and facilitate the right of encouraged to involve themselves as advocates. Contact details for the consumers to advocacy/support persons of their Nationwide Health and Disability Advocacy Service was listed in the client choice. information booklet, with the brochure available at the entrances to the service. Education is conducted as part of the in-service education programme. Standard 1.1.12: With Family/Whānau And Other FA There are no set visiting hours and family/whānau were encouraged to Community Resources visit at any time. The family/whanau report there are no restrictions to visiting hours. Residents were supported and encouraged to access Consumers are able to maintain links with their community services with visitors or as part of the planned activities family/whānau and their community. programme. Standard 1.1.13: Complaints Management FA The complaints process sighted identified the required procedure. Complaints are dealt with in a professional manner with consideration to The right of the consumer to make a complaint is any cultural or other values. Complaints are actively managed in a timely understood, respected, and upheld. manner and in accordance with the complaints policy, and any other statutory requirements relevant to the specific situation. Complaints management information is included in resident information given on admission and as confirmed by the nurse manager the process was discussed with family/whanau and residents as part of the admission process. Complaints forms are accessible to staff, residents and family as required. interviewed confirmed their understanding of the complaints process. The complaints register identified all complaints were of a minor nature and no complaints are outstanding. Any service improvements from a complaint are shown as a corrective action. Any outcomes are monitored at facility and organisational level. The nurse manger confirmed there have been no external complaints received or issues based audits, Coroner`s inquests or police investigations since the previous audit. Standard 1.1.2: Consumer Rights During Service FA The family/whanau and residents report that the Code was explained to Delivery them on admission and was part of the admission pack. Nationwide
Standard 1.1.11: Advocacy And Support Service providers recognise and facilitate the right of consumers to advocacy/support persons of their choice. FA The family/whanau interviewed report that they were provided with information regarding access to advocacy services. Family/whānau were encouraged to involve themselves as advocates. Contact details for the Nationwide Health and Disability Advocacy Service was listed in the client information booklet, with the brochure available at the entrances to the service. Education is conducted as part of the in-service education programme. Standard 1.1.12: With Family/Whānau And Other Community Resources Consumers are able to maintain links with their family/whānau and their community. FA There are no set visiting hours and family/whānau were encouraged to visit at any time. The family/whanau report there are no restrictions to visiting hours. Residents were supported and encouraged to access community services with visitors or as part of the planned activities programme. Standard 1.1.13: Complaints Management The right of the consumer to make a complaint is understood, respected, and upheld. FA The complaints process sighted identified the required procedure. Complaints are dealt with in a professional manner with consideration to any cultural or other values. Complaints are actively managed in a timely manner and in accordance with the complaints policy, and any other statutory requirements relevant to the specific situation. Complaints management information is included in resident information given on admission and as confirmed by the nurse manager the process was discussed with family/whanau and residents as part of the admission process. Complaints forms are accessible to staff, residents and family as required. interviewed confirmed their understanding of the complaints process. The complaints register identified all complaints were of a minor nature and no complaints are outstanding. Any service improvements from a complaint are shown as a corrective action. Any outcomes are monitored at facility and organisational level. The nurse manger confirmed there have been no external complaints received or issues based audits, Coroner`s inquests or police investigations since the previous audit. Standard 1.1.2: Consumer Rights During Service Delivery FA The family/whanau and residents report that the Code was explained to them on admission and was part of the admission pack. Nationwide
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