Rights and Responsibilities of Clients

Clients are the focus of SETAC’s operations and it is important that their rights are represented, acknowledged, and promoted at every opportunity. As service users, clients also have responsibilities to SETAC that they should be aware of;

Clients of SETAC have the following rights and responsibilities:

Client Rights

• The client, or with their permission their carer have a right to access all health and other relevant information about themselves held by SETAC;
• In cases where a client 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 to the extent stipulated in the guardian or advocacy arrangements;
• The client or their carer should be involved in decisions about their assessment and care plan. They should be aware of all the options available, and any fees to be charged;
• Clients should be made aware of the standard of service, which they can expect. Services should be provided in a safe manner which respects the dignity and independence of the client, is responsive to the social, cultural and physical needs of the client;
• Clients’ access to services will be decided only on the basis of need and the capacity of the service to meet that need. Clients have the right to refuse a service and refusal will not prejudice their future access to services;
• Clients have a right to complain about a service they are receiving without fear of retribution;
• Complaints by clients will be dealt with fairly, promptly and without retribution. The client may involve an advocate of their choice to represent his/her interests;
• Clients’ views will be taken into account in the planning and evaluation of the service;
• Clients have a right to privacy and confidentiality;
• No client is refused access to a SETAC service on the basis of gender, race, disability, beliefs, age, religion, ethnicity, sexual preference or medical condition;
• Provisions are implemented to ensure clients with a disability can access our services;
• SETAC staff are able to provide appropriate and respectful care for clients and others in distress by offering them a more private sitting area;
• Clients are provided with appropriate and adequate information to make informed decisions about investigations, referrals or treatment;
• The client’s consent is sought for participation in health recall systems and promotional health projects. Consent can be withdrawn at any time by the client.

Client Responsibilities

• Clients should inform SETAC if he/she will not be home at the time of the service;
• Clients should act in a way in which represents the rights of other clients and SETAC support staff;
• Clients need to take responsibility for the results of any decisions they make;
• Clients are to support their part in helping SETAC provide them with services.

Client Complaints

• SETAC welcomes information and feedback from clients that will enable us to improve the quality of our services;
• All clients should be made aware of their rights to complain, and should fully understand the complaints procedure and the use and availability of advocates;
• Clients have a right to complain about the service they are receiving without fear of retribution and can expect complaints to be dealt with fairly and promptly;
• The SETAC Management team will take steps to ensure that clients feel comfortable to continue accessing the service after making a complaint;
• The client has a right to use an advocate of their choice to negotiate on their behalf with the staff and/or management of SETAC. This may be a family member or friend, or an agency;
• All complaints are to be recorded on the Complaints Record Form that is to be completed by the appropriate staff member;
• Person/s affected by the complaint will be fully informed of all facts and given the opportunity to put their case forward.

Complaints Procedure

• Clients are encouraged to raise their complaint with the staff member contacted in the first instance.
• If the client is not satisfied with the outcome, or not happy to discuss the issue with the staff member concerned, they should contact one of the SETAC Managers, or use an advocate to negotiate on their behalf.
• If the issue is still not satisfactorily resolved, the clients should raise the issue with the General Manager or the SETAC Board of Directors.
• If after approaching the above people, the issue is still not resolved, the client can complain to Advocacy Tasmania Inc and/or any agency of their choosing.
• The client will be informed of the outcome of their complaint and asked for feedback on the complaint procedure.

Confidentiality of Complaints

• As far as possible details of a complaint made will be kept confidential amongst staff. The client’s permission will be obtained prior to information being given to other parties in order to resolve the complaint.

Advocacy Services

Advocacy Tasmania Inc Phone 1800 005 131 freecall

Health Complaints Unit Phone (03) 6233 6348

Complaints Investigation Scheme Phone 1800 550 552 freecall

Aged and Disability Care Phone 1800 806 656 freecall