Information for our Clients

Welcome to CHAP

CHAP is a non-government, not for profit organisation that provides a comprehensive range of in-home support services directed to frail older people, younger people with a disability and their carers who live in Gawler & Districts, Barossa & Districts, Lower North, Wakefield Plains and Yorke Peninsula.

CHAP appreciates and takes into account your individual requirements and circumstances. We work in partnership with you and your carer/advocate in planning services according to assessed need.

Appropriately skilled independent contractors are brokered on behalf of CHAP clients to provide services. CHAP co-ordinates the in-home support services that may include domestic assistance, personal care, minor home maintenance and support to access shopping, medical appointments or social activities in your local area.

CHAP may also assist you by obtaining services through other agencies. You will be given a Service Plan, detailing the service agreement that has been negotiated with you. Service delivery and outcomes are reviewed regularly to ensure that services meet your needs.

CHAP aims to provide services of the highest quality. You have certain rights and responsibilities.

You have the right to:

• receive a response to your referral within two working days
• be valued as an individual and treated with respect and dignity
• privacy and confidentiality
• access your personal information held by CHAP
• be assessed for access to services without discrimination
• be informed about the range of services available
• make informed choices and decisions
• receive a quality service that meets your assessed need
• refuse services
• re-apply for services without discrimination
• lodge a complaint without fear of retribution
• involve an advocate of your choice.

Also, you have the responsibility to:

• respect the independent contractor and CHAP staff
• be available at the agreed dates and times for services to be provided advise CHAP if you are not going to be at home when your service is usually delivered
• provide a safe work environment for all involved
• pay all agreed costs
• advise CHAP if you have any concerns.

It is CHAP's responsibility to ensure:

• services enhance your independence and dignity
• services are responsive to your social, cultural, physical and spiritual being
• services are delivered in a way that respects your privacy and confidentiality
• services are provided in a safe and timely manner
• services are provided in accordance with programme guidelines and relevant legislation
• you are involved in planning your services
• you are provided with options
• your decisions are respected
• information provided to you is in a format that best meets your needs
• your personal details are kept confidential and your consent is given for any sharing of this information with other service providers
• your concerns/complaints are addressed fairly and promptly
• the involvement of your advocate to represent your interests is acknowledged
• you or your legal guardian are able to access your personal information record in accordance with Freedom of Information provisions and the Privacy Act.

What will it Cost?

A client contribution towards service costs is sought for all programmes as described in the CHAP Fees Policy and Client Fees Brochure, but an assessed inability to pay will not restrict access to services. The funds collected are used to provide further services for clients in the community.

Privacy and Consent

To ensure your privacy is respected CHAP will:

• discuss CHAP's Privacy Policy with you and give you more information as requested
• ask your consentto collect only information that assists CHAP to provide services to you
• ask your consent before sharing your information with any other individual or organisation
• inform you of your right to change, amend or withdraw your consent at anytime, and explain any implications that may result
• store your information safely and securely
• ensure that CHAP's data reporting systems will not pass on any information that identifies you
• ensure you or your legal guardian access to your personal information record.

Advocacy

Advocacy is speaking, standing up for or representing another person who has specifically requested this assistance. People may seek support from a family member, a friend or an agency when a Coordinator visits, or when dealing with more difficult issues or situations. Aged Rights Advocacy Service (ARAS) offers a free, confidential and independent service.
Freecall: 1800 700 600

Your comments are valuable!

CHAP values your experiences and opinions. Sharing these enables us to improve our services to you and others. Please feel free to share these compliments/complaints in person, by telephoning your local office, or by completing the comments brochure provided by the Coordinator.

You or your advocate may also wish to participate in Client Advisory Groups held in each region twice a year. They provide an opportunity to comment on CHAP services and suggest ways we could improve. Please contact your local office for further information.

Grievance Procedure

You, your carer, advocate or legal guardian has the right at any stage to appeal against any decisions in relation to services provided through CHAP.

If you have a grievance in relation to CHAP services:

• in the first instance please discuss this with your Co-ordinator who will respond within two working days.
• should the issue not be resolved to your satisfaction, the matter can be raised with the line manager at your local office and then the CEO on 8562 4177.
• access to external complaints authorities are available if you are not happy with the outcome of your complaint to CHAP. Aged Rights Advocacy Service (a free service) can be contacted on 8232 5377 or 1800 700 600 for country callers.
• The Health and Community Services Complaints Commissioner can be contacted at www.hcscc.sa.gov.au or by telephone 8226 8666 or 1800 232 007 for country callers. Business hours are Monday to Thursday 10am to 4pm.
• if you are in receipt of a Community Aged Care Package (CACP), you or your advocate/family member can seek to have the complaint dealt with via the Australian Government Aged Care Complaints Investigation Scheme on Free-call 1800 550 552 during business hours.

All grievances will be dealt with in a timely manner.

CHAP Programmes

HomeAssist
The programme assists frail aged, younger people with a disability and Carers to maintain independence in their own homes. The service provides basic "once off", short-term or ongoing practical assistance where there is a risk to a client's health and safety:

• minor home maintenance e.g. cleaning gutters, rubbish removal etc,
• information regarding home security and your personal safety,
• basic home support services tailored to your needs e.g. domestic assistance, social support, shopping, bill paying, local medical appointments.

Community Options
Clients may be eligible for up to four hours of basic support per week depending on assessed need. These services may include but are not limited to, domestic assistance (cleaning), personal care (showering) and social support (shopping/bill paying, local medical appointments) to assist the person to remain at home.

Community Aged Care Packages (CACP)
(An Australian Government Initiative)
CACPs offer an integrated package of services for frail aged people.

An assessment by an Aged Care Assessment Team will determine your eligibility and forms the basis for planning services. A CACP is an alternative to low level residential care if you wish to remain at home.

A CACP is an individually tailored package of care, which helps people with diverse care needs to stay living at home by co-ordinating the different services they require. It provides a range of services such as personal care, shopping, domestic assistance and local medical appointments.

CHAP provides a package of care with negotiated hours per week, depending on the individual client's assessed needs.

Clare Revive
A community service managed by CHAP to provide short-term accommodation, particularly for carers who would enjoy a break in the Clare Valley. Support services can be arranged and units are fully equipped for comfort.

Telephone 8842 3151 with any enquiries.

Contract Management Service
Private purchase of services may be available as an option for individuals or agencies.

CHAP is an approved provider of Veterans' Home Care.