Service providers recognise and facilitate the right of service. Education was conducted as part of the in-service education consumers to advocacy/support persons of their programme for staff. Staff demonstrated knowledge of advocacy processes. choice. Standard 1.1.12: Links With Family/Whānau And FA Families reported that they are encouraged to visit at any time, and are Other Community Resources always welcomed. Residents are supported and encouraged to access community services with visitors, or as part of the planned activities Consumers are able to maintain links with their programme. There was evidence in residents’ files that this occurs regularly. family/whānau and their community. Staff were observed welcoming visitors and encouraging outings. Standard 1.1.13: Complaints Management FA The complaints policy and associated forms meet the requirements of Right 10 of the Code. Information on the complaint process is provided to The right of the consumer to make a complaint is residents and families on admission and those interviewed knew how to do understood, respected, and upheld. so. Forms are available in the facility at all times. The complaints register reviewed showed that four complaints have been received over the past year and that actions taken, through to an agreed resolution, are documented and completed within the timeframes. One complaint remains open and this is currently in the investigative process by the Health and Disability Commissioner and all requests for additional information have been responded to in a timely manner following the required process. Action plans show any required follow up and improvements have been made where possible. The facility manager is responsible for complaints management and follow up. All staff interviewed confirmed a sound understanding of the complaint process and what actions are required. Standard 1.1.2: Consumer Rights During Service FA Family and residents interviewed reported that the Code was explained to Delivery them on admission, was included as part of the admission pack, and time was allowed for them to understand the information. Consumers are informed of their rights. Nationwide Health and Disability Advocacy service information is also included in the admission pack with brochures available at the entrance and communal of the facility. Residents and families interviewed reported that they were aware of their right to access advocacy services but they had not needed to do so. Standard 1.1.3: Independence, Personal Privacy, FA Residents and family interviewed reported that the residents are treated in a Dignity, And Respect manner that shows regard for the resident's dignity, privacy and
Service providers recognise and facilitate the right of consumers to advocacy/support persons of their choice. service. Education was conducted as part of the in-service education programme for staff. Staff demonstrated knowledge of advocacy processes. Standard 1.1.12: Links With Family/Whānau And Other Community Resources Consumers are able to maintain links with their family/whānau and their community. FA Families reported that they are encouraged to visit at any time, and are always welcomed. Residents are supported and encouraged to access community services with visitors, or as part of the planned activities programme. There was evidence in residents’ files that this occurs regularly. Staff were observed welcoming visitors and encouraging outings. Standard 1.1.13: Complaints Management The right of the consumer to make a complaint is understood, respected, and upheld. FA The complaints policy and associated forms meet the requirements of Right 10 of the Code. Information on the complaint process is provided to residents and families on admission and those interviewed knew how to do so. Forms are available in the facility at all times. The complaints register reviewed showed that four complaints have been received over the past year and that actions taken, through to an agreed resolution, are documented and completed within the timeframes. One complaint remains open and this is currently in the investigative process by the Health and Disability Commissioner and all requests for additional information have been responded to in a timely manner following the required process. Action plans show any required follow up and improvements have been made where possible. The facility manager is responsible for complaints management and follow up. All staff interviewed confirmed a sound understanding of the complaint process and what actions are required. Standard 1.1.2: Consumer Rights During Service Delivery Consumers are informed of their rights. FA Family and residents interviewed reported that the Code was explained to them on admission, was included as part of the admission pack, and time was allowed for them to understand the information. Nationwide Health and Disability Advocacy service information is also included in the admission pack with brochures available at the entrance and communal of the facility. Residents and families interviewed reported that they were aware of their right to access advocacy services but they had not needed to do so. Standard 1.1.3: Independence, Personal Privacy, Dignity, And Respect FA Residents and family interviewed reported that the residents are treated in a manner that shows regard for the resident's dignity, privacy and
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