Estelle Lovett is a Community Support Worker at First Access in Melbourne, Australia. Today she has an administration day onsite to catch up on documentation and planning. She overhears a colleague, Sandra, talking on her phone in the staffroom. 'I just think that we are spending too much time individualising the planning for our clients. If we focused on a more universal daily plan for everyone, we would get through so much more during the day. I mean, why are we separating mealtimes for some clients and why on earth are they getting a choice as to what they'd like for dinner? I think with some of the issues they come here with, who cares! I mean, Ethan can't even taste food due to what he's put his body through, and I heard he's just been diagnosed with diabetes, so no more cake for Ethan. Deb has proposed we make the kitchen wheelchair accessible as she wants to have a group baking in there and there is one client in a wheelchair, one! What a waste of time. If they want to bake, have some of their family members pick them up and take them somewhere else to bake.'

Estelle exits the storeroom and notices Sandra is slightly startled. She changes the subject on the phone and keeps talking quietly. Estelle makes her coffee and leaves the staffroom.

By referring to the scenario identify and describe one practice improvement that should be suggested; the reasons for suggesting each improvement, including the legal and ethical requirements; outline any potential or actual breaches and unethical conduct; refer to specific workplace policies and procedures that are relevant to the case and that should cover the improvement suggestion; how each improvement will help staff to meet legal and ethical requirements; recommendations for reviewing and developing your workplace policies and procedures. Refer to the following policies and procedures: Privacy and Confidentiality Policy and Procedure Duty of Care Policy and Procedure Incident, Injury, Trauma and Illness Policy and Procedure Code of Ethics Code of Conduct Policy and Procedure Workplace Health and Safety Policy and Procedure Management of Risks and Hazards Policy and Procedure.