Client Rights and Responsibilities Procedure Page 1 of 2 Document Owner: Clinical Nurse Manager Home Based Support Services WCDHB-HBSS 1.1 version 1, issued 26/08/13 Master Copy is Electronic

Client Rights and Responsibilities Procedure

Home Based Support Services 1. Purpose Clients will know their rights and responsibilities and these will be respected at all times. 2. Application This procedure is to be followed by all Coasters, Home Based Support Staff 3. Resources required HBSS Staff Hand Book 4. Process Clients rights and responsibilities are as follows: Clients have a right to: Be fully informed of West Coast DHB Home Based Support services; Be treated with dignity and respect; Have their cultural and personal background, age, beliefs and values taken into

account at all times; Be consulted about decisions that affect them; Receive information in a form that they can understand; Have their privacy and confidentiality respected at all times; Have access to their information kept by West Coast DHB and to know how that

information will be used; Refuse to have or withdraw from the service; Choose or change their Support Worker; Raise any concerns they have about the service and have them dealt with promptly; Nominate someone else to be their agent/advocate in dealing with service providers. Clients are responsible for: Providing a safe working environment for Support Workers; Treating Support Workers in a non discriminatory way; Contacting the Staff in advance if they wish to change the work hours or it is

inconvenient for them to come at the stated time; Treating their Support Worker with dignity and respect; Signing timesheets.

Client Rights and Responsibilities Procedure Page 2 of 2 Document Owner: Clinical Nurse Manager Home Based Support Services WCDHB-HBSS 1.1 version 1, issued 26/08/13 Master Copy is Electronic

Clients will be offered the right to advocacy on first contact e.g. family/whanau, friend, advocate, interpreter, cultural support person. Clients rights and responsibilities will be discussed with them at the initial assessment by the Staff and a written copy left in the clients home (Client pamphlet or other relevant documents). Clients will be given a Client Information Booklet and The Code of Health & Disability Services Consumers Rights information in appropriate language (translation services will be offered if required and a copy in the most appropriate format to suit the Client, e.g. large print, alternative language). Clients rights will be respected by Support Workers at all times. Breaches in client rights will be subject to complaint procedures and corrective action taken accordingly. 5. Precautions and Considerations Nil 6. Cross References Policies WCDHB Compliance with the Code of Health and Disability Services Consumer Rights Procedure. 7. Related Documents Home and community Support Sector Standard NZS 8158:2012 Coasters HBSS Staff Hand Book 8. Quality Indicators

Number of complaints/breaches of client rights and responsibilities Client satisfaction that their rights are upheld and responsibilities appropriate.