hadsco advocates and community leaders open day katy lawton a/strategic communications and...
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HaDSCO
Advocates and Community Leaders Open Day
Katy LawtonA/Strategic Communications and Engagement
Officer
The Health and Disability Services Complaints Office
(HaDSCO)
HaDSCO
Who we are
•Peak complaints handling body serving Western Australia (WA) and the IOT
•Independent statutory authority established in 1996
•Formally known as Office of Health Review
•Free, impartial (we do not take sides) and confidential resolution service
HaDSCO
The complaints we can take
About:•Health•Disability•Mental Health
From:•Directly by the person (consumer)•On their behalf (carer, family member)
Issues:•Communication•Medication •Treatment
Outcomes:•Apology•Acknowledgement•Explanation•Recommendations
HaDSCO
AcceptanceAcceptance
How we handle complaints
AssessmentAssessment
Australian Health PractitionerRegulation Agency (AHPRA)
Negotiated settlement
Negotiated settlement
ConciliationConciliation InvestigationInvestigation
Recommendations for improvement in health, disability or mental health services
Recommendations for improvement in health, disability or mental health services
Close or refer
EnquiryEnquiry
Close or refer
HaDSCO
System improvement
During 2013-14:
90 recommendations made
64 recommendations implemented
HaDSCO
Thank you
Contact us
Monday to Friday, 8.30am – 4.30pm
Complaints and enquiries line: (08) 6551 7600Administration: (08) 6551 7620Country Free Call: 1800 813 583TTY: (08) 6551 7640
Email: [email protected]
Website: www.hadsco.wa.gov.au
Online engagement platform: www.collaborateandlearn.hadsco.wa.gov.au
Health Consumers’ Council
Pip Brennan
Advocates and Community Leaders Open Day
Who we are
The Health Consumers' Council (HCC) is an independent (not-for-profit) community based organisation, representing the consumers' voice in health policy, planning, research and service delivery.
Purpose and Vision
Our Purpose•To raise awareness of and advocate for health consumers rights in Western AustraliaOur Vision•To be an independent, authoritative and effective voice of and for health consumers in Western Australia
Services for WA health consumers• Individual and Systemic Advocacy• Aboriginal Advocacy• Consumer and Community Participation• Community Awareness, information and
referral
Funding
Complaints and consumer support
Complaints and consumer representation
ADVOCATES AND COMMUNITY LEADERS OPEN DAY
Mental Health Carers WA, ArafmiPresented by Glenda Marshall, Carer Advocate
Who we areWho we are
About Arafmi
Enabling legislation
Purpose/Values
Services
State and Federal Government Funding – not for profit
Stakeholders
Complaints and consumer support
How does Arafmi support consumers in raising concerns/issues?
•Inform and educate (process, legislation and policies and procedures)
•Support and liaison in mediating issues with relevant organisations
•Assist in compilation of documentation for formal complaint processes
Advocare
Sharon RichardsService Delivery Manager
Advocates and Community Leaders Open Day
Who We AreOur Vision A community where the rights of people are supported and respected
Our PurposeTo provide systemic and individual advocacy to support the rights of older people and people with disabilities
Our Values •Honesty and Integrity•Respect•Equity•Proactive•Person Centred
Complaints and Consumer Support
Who we can help•People who receive or want to receive aged care services in the community•People who reside in an aged care facility•Older people who are, or at risk of experiencing elder abuse
How we can help•Education•Information•Advocacy
Advocates and Community Leaders Open Day
SHAUNA GAEBLER- EXECUTIVE DIRECTOR
Consumers of Mental Health WA
Who We Are
• Mental Health Consumer Peak Body in Western Australia
• Peer-led – by consumers, for consumers
• Systemic Advocacy role
• Our Vision:
A world where we are self-directed,
self-empowered, respected as people
and connected to community.
*Consumer: A person who has a past or current lived experience of psychological or emotional distress, regardless of service access or diagnosis
What We Do
Mission: Listening to, understanding and acting upon the voices of people with lived experience of mental health issues.
Values: Kindness Respect AcceptanceCollaboration Integrity
Our Work: Systemic Advocacy Consumer Research & Participation
Education, Training & Awareness Raising
Building Capabilities for Peer Support & Self-Advocacy
Complaints & Consumer Support
• Keeping People Informed
• Advice on Where to Go
• Hearing & Acting on Peer Experiences for Systemic Change
• Systemic Advocacy and Advocacy Partnerships:
• Complaints System Improvement
• Zero Tolerance of Violence, Abuse and Neglect
• Promoting Self-Direction, Self-Advocacy & Peer Advocacy
PEER ADVOC
ACY
Getting in Touch with Us
Phone: (08) 9321 4994
Email: [email protected]
In Person: 13 Plaistowe Mews West Perth
Post: PO Box 1078 West Perth WA 6872
Open: Mon-Fri 9am-5pm
Disability Services Commission
Fleur Hill, Director Strategic Services
Advocates and Community Leaders Open Day
Who we areThe Commission provides and funds services and supports for West Australians with disability under the Disability Services Act 1993.
•Individual and block funding / services•Over 80% of services delivered by non-government organisations•Local Area Coordination Service•Significant projects:
– WA NDIS My Way – Accommodation Services Transition – Disability Justice Centre.
Complaints and consumer support• The Commission only has authority to respond to
concerns and complaints about its own services• Two main ways to raise concerns and complaints:
– With the person / area the concern is relates to, or– Through the Consumer Liaison Service
• While this provides a ‘step-up’ option, people can go directly to the Consumer Liaison Service if they wish
• We will acknowledge complaints within 24 hours, and aim to finalise as quickly as possible; usually two weeks
• Contract management and Local Area Coordination • Public Interest Disclosure and Ministerial
representation are always open to people who wish to raise an issue but feel unable to use these steps
Stephanie Fewster Program Manager
Advocates and Community Leaders Open Day
Who we areCarers WA is a non-profit, community based organisation and registered charity
dedicated to improving the lives of the estimated 310,000 family carers living in
Western Australia.
Carers WA is a part of the National Network of Carers Associations, and is the peak
body that represents the needs and interests of carers in Western Australia.
Our Role is to work in active partnership with carers, persons with care and
support needs, health professionals, service providers, government and the wider
community to achieve an improved quality of life for carers.
Our Mission: To support and raise awareness of carers through advocacy, service provision and partnerships.
How do we support carers?
Counselling, Carer Information Support Service (Phone Line), Social and Peer Support, Prepare to Care Hospital Program, Education and Training, Young Carers Program, Young Carer Program, Better Start Initiative for Children with Disability, Carer Participation and Representation, Carer Wellness at Home Project.
Complaints and carer support
Policy & Systemic Advocacy•Consults with family and friend carers on key strategic issues.•Works with Government and Agencies and contributes to National Submissions.•Writes pre-budget submissions, assist with data, research and tender documents.
Individual Carer Advocacy •Provides non-legal advocacy, coordination and support to carers in crisis.•Consults with the carer to identify key issues and to develop an action plan to address the issues.•Provides practical support to help carers gain a resolution to their issues. •Information on website http://www.carerswa.asn.au/information-and-support/advocacy-rights/
How to contact and engage with usInformation Contact Details
General Enquiries 1300 227 377
Counselling 1800 242 636
Email Counselling [email protected]
Web www.carerswa.asn.au
Young Carers Web www.youngcarerswa.asn.au
Email [email protected]
To refer carers [email protected]
Address 182 Lord Street, PERTH 6000
Facebook Carers WA and Young People who Care - Carers WA
Council of Official Visitors
Ann McFadyenOfficial Visitor
Advocates and Community Leaders’ Open Day
Council of Official Visitorsprotect rights and
assist with complaints
We are an independent body, established by the Mental Health Act, to:•Ensure consumers are aware of their rights, and those rights are observed •Enquire into complaints concerning consumers (made by them, their guardians or their relatives)•Inspect places where people are treated or cared for and ensure they are safe and suitable•Assist people at Mental Health Review Board or SAT hearings, and may be able to assist with a complaint through HaDSCO
Official Visitors:•Can assist the following consumers:
– On an involuntary order (detained or on a CTO)– Residents of psychiatric hostels – On a Custody Order (and in an authorised hospital)
•Are appointed by the Minister for Mental Health•Are located in the metro area, Kalgoorlie, Albany, Bunbury and Broome
Complaints and support• Official Visitors are a voice for consumers – we advocate based
on a consumer’s wishes• Official Visitors can:
– enter a facility at any time, without notice, and stay as long as we see fit – inspect any part of the facility– see any person and access their medical records or any other document,
unless they decline• Staff must assist and answer Official Visitor’s questions• We try to resolve things on the spot or through negotiation, but
also assist with formal complaints and raise systemic issues at all levels
Anyone can request a visit for a consumer1800 999 057 or [email protected]
PWdWAAdvocacy Services
People with Disabilities of WA
What is advocacy
Definition used by PWdWA is as follows:
Advocacy is the process of standing alongside individuals to ensure that
people are able to speak out, to express their views and uphold their
rights.
Individual Advocacy from PWdWA’s perspective:
PWdWA will:
•Listen respectfully•Help you Identify issues and what you need•Provide up to date information and explain options•Identify the most appropriate agency to support person requesting assistance
Planning and support
PWdWA will:•Get consent to act•Develop an Action Plan (goals, roles and responsibilities)•Research (legislation and complaints procedures)•Support to write letters•Communicate with stakeholders•Meeting preparation•Support at meeting•Debriefing
SYSTEMIC Systemic advocates seek to influence changes to remove barriers and discrimination for people with disabilities on a state and national basis.
Looking at the big picture.Collating individual issues. Influencing policy makers.
Effect change.
PWdWA 37 Hampden Rd., Nedlands, WA, 6009
Carmen Pratts-Hincks, Senior Advocate [email protected]
Phone 9485 8900