Amahl is the Meals on Wheels coordinator at a local council. One of his volunteer drivers reports to him that Violet, who is 86, says she no longer wants meals delivered. Amahl is aware that Violet doesn't have any family living nearby and has severe arthritis in her hands, which greatly limits her ability to cook and care for herself. Violet also has very poor vision, making it difficult to shop on her own. Amahl informs the council Home and Community Care coordinator, who makes an appointment to discuss Violet's decision to stop meal deliveries. Violet says her neighbor will cook her meals for her and bring them in each day. She says her neighbor is happy to do it and won't charge her anything so that Violet can save the money to spend on other things. Amahl and the HACC coordinator also confer to discuss their concerns about Violet. They think it would be appropriate to contact the coordinator at Vision Australia who manages Violet's community care package.

1.1) Violet is advocating on her own behalf. What issue concorns her and how does she plan to solve the problem?

1.2) What are the duty-of-care issues in this case? What could the consequences have been if Amahl had stopped the meals for Violet and done nothing more about the matter?

 

Questions 2

Read the case study, then answer the questions that follow.

George is a 79-year-old resident in a high-care facility. He has had a severe stroke and only has mobility in one arm. He needs full assistance with dressing, toileting, showering, grooming, and getting in and out of bed. George uses a wheelchair for mobility. Due to his stroke, his speech and swallow reflex are affected but he can talk and be understood. He has some cognitive decline, but his mind is still active and he can make decisions about his care. George's wife Marjory, who is 81, lives nearby and visits him daily Marjory tells you that George is unhappy about a number of things and that he is becoming agitated about them. He claims to have mentioned these things to the personal care staff many times, but they don't take any notice. George's complaints include that: staff don't leave his remote control or drink within reach after they have showered and dressed him in the morning staff don't answer the bell when he rings for assistance to use the urinary bottle when attending to his showering, dressing and undressing staff don't talk to him much, but talk to each other in a language that he doesn't understand staff pat him on the head as they pass by, a habit that he finds very disrespectful his electric razor has gone missing and the staff say they can't find it and maybe another resident has taken it from his room.

2.1) What are some of the strategies that could be used to address George's basic rights?

 

Question 3 What are common barriers that may affect service delivery?

Question 4 Name three individuals or groups how may encounter barriers to effective service delivery

 

Questions 5 

Read the case study, then answer the questions that follow.

Louise recently contacted Advocare in a very upset emotional state, seeking assistance in dealing with The Haven Centre, a low-care hostel. Six months ago, soon after celebrating her 80th birthday, Louise moved into The Haven. A sociable person who enjoys the company of others, Louise developed a close friendship with other residents in her wing, including Rose. Louise and Rose both share an interest in bridge, as does Tony, one of the few male residents in the wing. All three shared the same table for meals. Louise explains that when she arived at breaktast last week, stalf told her that she had been moved to another table. Louise says she was not given any choice as to would have to stay at her new table for where she preferred to sit and was told that she the time being. An advocate visits Louise to discuss the issue and options for resolution. Louise and the advocate discuss the Charter of residents' rights and responsibilties, which states that each resident has the right to be consulted and to have input into decisions about their living arrangements in the residential care facility. Louise says she had not been consulted or asked to consider a change in her seating arrangements. Louise decides she would like to have a meeting with The Haven's manager, with the advocate present, to discuss the issue. At the meeting, the manager explained to Louise that the staff had moved her because she thought that the new resident may like to sit with Tony and that Louise, being quite a new male resident had moved to the hostel. Staff social, wouldn't mind being moved. The manager says that he is now aware that staff had not consulted Louise and that this did, indeed, infringe on her rights. As a result of this meeting, the manager agrees to advocate conducting regular information sessions for staff about residents' rights and responsibilities. The outcome is that Louise returns to sit with Rose in the dining room.

 

5.1) Was Advocare an appropriate organisation to raise Louise's issues with? Why or why not?

5.2) Before Louise became upset and contacted Advocare, what should her support person have done? Explain why each of these steps is important.

5.3) What were Louise's expectations? Were her expectations reasonable?

 

Questions 6 List the steps you would take to gain consent to make a referral to a home-based nursing service on behalf of a person.

Questions 7  What would you do if the person was unable to provide informed consent but a referral was required for the person's health and wellbeing?

 

Questions 8

Benjamin contacts an emergency relief centre because he cannot pay his bills and he has no money left this week to buy food. The worker at the emergency relief centre provides him with a hamper of food and refers Benjamin to a financial counselling service to help him work out a manageable budget and contact the electricity company and the gas company to ask for time to pay overdue bills. The financial counsellor notices that Benjamin shows symptoms of depression and anxiety, even after some of his immediate concerns have been addressed and refers him to a GP who bulk bills. Benjamin is 16 and has been told by his landlord that he must move out immediately and find somewhere else to live. He contacts Jane at a community law Centre. Jane asks him if the landlord has given him formal notice and helps him to make a request for this. Jane also offers him referral to a youth accommodation service. Benjamin's friend Eric has cerebral paisy. He lives in his own unit with support from a worker who visits daily to assist him book a holiday to visit the Gold Coast with a friend who also has cerebral palsy. The with personal care activities. Recently Eric tried toairline ea64S, told him that he would have to pay excess luggage charges for hiswheelchair and that he would not be allowed to use the chair inside the boarding area.The hotel he contacted told him that they had no facilities for people with disabilities and that their rooms were not wheeichair accessible. Eric asks his support worker for advice and assistance in making a complaint. The worker is new to this area of work and she refers Eric to a disability advocacy service.

8.1) Identify two methods of referral that would be appropriate for Benjamin's situation.

8.2) Explain why referring Benjamin to a youth accommodation service may be appropriate.

8.3)Explain why it is appropriate for the support worker to refer Eric to an advocacy service.

 

 

Questions 9 For each of the skills and knowledge items the Centre wants to address, indicate which professional development opportunities are appropriate.

Questions 10 List the potential sources of ongoing support for workers in the new program.

Questions 11  Identify two things a worker can do to help a person to identify reiating to a possible complaint about services.

Questions 12  What is the first step to take in attempting to resolve a compiaint?

Questions 13   If the complaint cannot be resolved directly, what is the next avenue to explore?