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Client Consultation BRINDABILLA’s Journey

Client Consultation BRINDABILLA’s Journey. Introducing Brindabilla Services. Respite (Employed Carer’s and Overnight) Planned Activity Groups Carer Support. Our Clients. Early stage to Moderate Level dementia Frail aged (65+) Mental Health issues Physical Disabilities

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Client Consultation BRINDABILLA’s Journey

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  1. Client Consultation BRINDABILLA’s Journey

  2. Introducing Brindabilla Services • Respite (Employed Carer’s and Overnight) • Planned Activity Groups • Carer Support

  3. Our Clients • Early stage to Moderate Level dementia • Frail aged (65+) • Mental Health issues • Physical Disabilities • Cultural and Linguistic backgrounds • Carers

  4. Our Staff • Program Manager – Pauline Taylor • Activities Co ordinator – Mary Jurus • Respite Liaison Worker – Lorraine Baker • Qualified Personal Care Workers and Activity Workers provide direct support to care recipients • Volunteers and students are a valued part of our team, joining in the activities and providing support to our clients • Sessional workers/speakers include – dietician, physiotherapist, musicians, community service workers (fire brigade, HACC assessment workers, Vision Australia, Community Police)

  5. Snap shot of Last Two Years • 1996 – 2006 Service operated from Southern PAG in Bentleigh • March 2006 – Service expansion lead to service moving to Ashburton (7 months) • Oct. 2006 - Service moved from Ashburton to Oakleigh after feedback from clients/carers • 2006 - Employed Respite for Carers (new funding) rollout • Feb 2007 Commenced renaming of centre “Brindabilla” • Feb 2007 - Program review & development • Feb 2006 – June 2007 Extensive client & carer consultation • Dec. 2006 - Marketing campaign commenced • Sept. 2007 Achieved a high rating in HACC audit acknowledgement of Client Consultation

  6. Client Consultation Why?????????

  7. Client Consultation • It was recognised very early in the transition planning stage that clients, carers, family members needed to be briefed, consulted and given reasons for the changes to the current service model • Management valued everyone’s contribution to change • Feedback on all levels • Minimise anxiety, concerns and feelings of uncertainty during a period of service development and change • Provide a transparent and responsive new service model • Provide meaningful programs and services • Meet Auditing requirements

  8. What we Did • Commenced weekly meetings • Information disseminated in language easily understood by all • Interpreters booked • Meetings had agendas and minuted • Commenced a Monthly Information Sheet • Had dedicated time after meetings for informal “around the table” discussions • Regular letters sent in mail to all clients, carers and family members with information and inviting comments and feedback • Developed a Transition Plan with emphasis on consultation

  9. What Happened • Initially clients very quiet • Overtime clients became more vocal asking more questions, making suggestions and raising concerns • Concerns raised over the first 12 months included:- • Concerns re new venue • Transport issues • Confusion re service name • Loss of friendships and familiarity • Loss of familiar routines and environment

  10. Our Response • Review of menu with dietician involvement • Program moved from Ashburton to Oakleigh • “Name the Program” project commenced • Transport issues resolved (except on Fridays) • Combined programs introduced with PAG service in Bentleigh • Clients swapped programs – on request • Orientation visits organised at potential sites prior to moving program

  11. Also • Clients involved in developing new programs • Consulted on days and times of operation e.g. day, evening and overnight • Consulted on purchases e.g. furniture • Involvement in organising Open Days, Marketing and Newsletter • Members of the Brindabilla Monthly Activity Planning and Review Committee

  12. Naming the Centre Project • Researched local history at library and the Oakleigh Historic Society • Selecting other significant names eg street names • Selecting “other” names that clients felt would be a great name for the centre • Clients narrowing the names down to the five most popular names • The Five Names were presented to Senior Management • Submission written and presented to the Board of Management • Name announced September 2007 • Commencement of the Banner

  13. Two Years On • Continue with Monthly Client Consultation Meetings • Meetings regular inclusion in Monthly Program Schedule • PCA’s now comfortable facilitating meetings • Clients remain vocal • Continued client involvement in Activity Committee • Recognition by Auditors of Consultation Initiatives • Development of a Training Package for all workers in CAS Department • Interest shown by Board on Client Consultation

  14. Our Location Brindabilla 68-72 Atherton Road Oakleigh 9563 3529 Email ptaylor@baptcare.org.au

  15. Questions/comments ???

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