Rights and responsibilities
The Silver Chain Group is a not-for-profit organisation and one of the largest providers of community, clinical and health care services in Australia, assisting over 62,000 people each year.
Our purpose is to increase the community's capacity to maximise its health and wellbeing. Silver Chain Group incorporates the Wellness Approach by providing care that helps you to maintain or regain your independence at home and supports you to enhance your way of life. Our work is guided by our core values which are:
“Taking the time to understand and respond to the needs of others.”
- Actively listening – to ensure understanding
- Avoiding judgment – to ensure objectivity
- Working together – to ensure the best outcome
- Prioritising safety – personally and with stakeholders
- Demonstrating sensitivity – for feelings and welfare
- Demonstrating sincerity – in addressing all needs
“Recognising we are a team that is part of, works within and answers to, our community.”
- Actively listening – to engage
- Actively sharing – to make the most of available expertise
- Serving mankind – in pursuit of the greater good
- Taking responsibility – and accepting community judgment
- Demonstrating respect - for individuals and their differences
- Demonstrating teamwork – and being willing to participate
“Maximising trust by having the courage to be consistently open and honest.”
- Speaking out – and saying what needs to be said
- Taking responsibility – for everything we do
- Sincere determination – to make a difference
- Demonstrating sincerity – and being authentic
- Demonstrating truthfulness – saying it as it is
- Demonstrating commitment – to the adherence to values
“Consistently delivering the performance and value that earns respect and loyalty.”
- Challenging norms – and encouraging innovation
- Continuous improvement – to be the best we can be
- Accepting the community expects value for its funding
- Continuous measurement – accepting accountability
- Remaining open – to better ways of doing things
- Demonstrating leadership – in making a difference
- Demonstrating passion – for what we do and how we do it
The Australian Charter of Healthcare Rights describes the rights of clients and other people using the health system. These rights are essential to make sure that wherever and whenever care is provided, it is of a safe standard.
- Access: You have a right to healthcare.
- Safety: You have a right to safe and high quality care.
- Respect: You have a right to respect, dignity and consideration.
- Communication: You have a right to be informed about services, treatment, options and costs in a clear and open way.
- Participation: You have a right to be included in decisions and choices about your care.
- Privacy: You have a right to privacy and confidentiality of your personal information.
- Comment: You have a right to comment on your care and to have your concerns addressed.
We have a legal obligation to ensure a safe working environment for all of our employees. We therefore ask that you treat them with respect and dignity at all times. Please note that Silver Chain Group employees have the right to leave your home if they feel unsafe.
When you receive home based care, your home is our workplace. For this reason we need to prevent any occupational health and safety risks to our staff. Here is some information to help us, help you:
- As your home becomes our workplace any concern which could compromise your safety or ours will be discussed at the time of our visit to achieve a safe outcome for all.
- All pets must be restrained. We realise most pets are friendly but your pet could react unexpectedly to a stranger entering your home, especially if you are receiving personal care.
- Refrain from smoking while we are in your home. If you must smoke, please do so in an area not used by us.
- Leave a welcome light on outside if you are expecting an evening visit from us.
- Ensure we have enough space to use the proper equipment.
- To prevent slips, trips and falls, ensure steps are in good condition, rugs and mats are flat and stable and cords are not across walkways.
- To prevent transmission of infection, ensure we have access to clean water and liquid soap to wash our hands.
- Please also provide a clean hand towel or paper towel.
- Ensure all electrical devices or equipment we use such as mops, buckets and vacuum cleaners are in good working order.
- All cleaning products must be in their original labelled containers, stored safely and be appropriate for our use.
We welcome feedback, including compliments, complaints and incidents from you and your family as it helps us to improve our services. Our Client Liaison Officer represents the interests of people who receive our services. You should never feel hesitant about making a complaint or fear that it will result in removal of services. If you have feedback about our services or wish to let us know how we could improve, there are several options available to you:
- Tell the employee who visits you.
- Telephone our Customer Centre on (08) 9242 0242 (for WA and NSW) or
1300 364 264 (for SA and QLD).
- Talk to our Client Liaison Officer via (08) 9242 0242 (for WA and NSW) or
1300 364 264 (for SA and QLD).
- Visit our website http://www.silverchain.org.au/group/contact-us
- Write to the Chief Executive Officer at Silver Chain, 6 Sundercombe Street, Osborne Park WA 6017.
Alternatively you may contact an independent advocacy agency:
New South Wales
Health Consumers NSW on (02) 8875 4622
Health, Quality and Complaints Commission on (07) 9120 5999 or 1800 613 251
Health and Community Services Complaints Commissioner on (08) 8226 8666
Health Consumers Alliance of WA on (08) 8231 4169
- Advocare Inc on (08) 9479 7566 or country FreecallTM 1800 655 566.
- People with Disabilities (WA) Inc on (08) 9485 8900 or country FreecallTM 1800 193 331.
- Health Consumers Council WA on (08) 9221 3422 or country FreecallTM 1800 620 780.
For unresolved health and disability complaints you can also contact the Health and Disability Services Complaints Office (HaDSCO) on (08) 9323 0600 or country FreecallTM 1800 813 583 or alternatively, complaint forms can be completed online at www.hadsco.wa.gov.au/complaints
For unresolved Aged Care complaints you can also contact the Aged Care Complaints Scheme at http://agedcarecomplaints.govspace.gov.au. Telephone 1800 550 552 or in writing Ages Care Complaints Scheme, Australian Department of Health and Ageing GPO Box 9848, Perth.
Your privacy is our concern
We routinely collect and use personal information to ensure the delivery of appropriate, timely and quality health services. As part of service planning and evaluation, Silver Chain routinely uses de-identified client and service information. We seek to protect your privacy in accordance with the National Privacy Principles within the Privacy Amendment (Private Sector) Act 2000 (Privacy Act).