CLIENT RIGHTS AND RESPONSIBILITIES

At St Mary’s House of Welcome, we aim to provide an excellent, respectful and caring service, which demonstrates our belief in the intrinsic worth of people by respecting differences, cherishing individually and nourishing dignity.

We are passionate about upholding the rights of our clients and encourage people to understand their rights. We also want to equip you with information on what to do in the event that you feel that your rights may have been violated.

People with a mental health issues have the same rights as other people in their community including the right to freedom, respect, equality and dignity and to fulfil their potential, to exercise control over their own lives, and to live free from abuse or neglect.

We recognize and support the specific laws that are in place to protect the rights of people with a disability including the:

You have the right to:

  • Be treated in a professional, courteous and caring manner that respects and appreciates differences related to race, ethnicity, national origin, gender, sexual orientations, religion, personal values, age, disability, and economic or veteran status

  • Receive humane care and treatment, with respect and consideration

  • Access supports that are free from violence, abuse, neglect, exploitation or discrimination

  • Have your rights recognised in accordance with the Charter of Human Rights and Responsibilities Act 2006 (Vic)

  • Expect that your personal privacy will be respected and confidentiality protected

  • Practice your culture, values, and beliefs while accessing supports

  • Be provided with a safe environment when you visit St Mary’s House of Welcome

  • Be included in decision making about the service you receive including preferred gender of worker (where available) and choose to use or not to use our service

  • Have autonomy, including your right to intimacy and sexual expression

  • Expect us to work in a collaborative manner with your healthcare professionals and respect their contribution

  • Receive a prompt and efficient service and accurate, accessible and relevant information in a timely manner regarding the scope and availability of services

  • Make a complaint about the service received from St Mary’s House of Welcome and expect that this complaint will be investigated appropriately and in confidence without retribution

  • Review and amend your records with a St Mary’s House of Welcome representative in attendance

  • Have an advocate, interpreters, cultural liaison worker, family member or friend present at your service planning meeting if desired

  • Actively participate in the development and provision of our services

  • Be informed about any legal reporting requirements

  • Undertake a review of the supports and services being offered at least annually or as your needs change.

  • Where possible, St Mary’s House of Welcome will give you a minimum of 24 hours’ notice if there is a change to a scheduled appointment, support or services which was agreed to be provided.

As a client at St Mary’s House of Welcome you have an obligation to:

  • Be respectful of others, including St Mary’s House of Welcome staff and other participants and St Mary’s House of Welcome property

  • Maintain confidentiality regarding information about other participants

  • Provide complete and accurate information to ensure the most appropriate service can be delivered including about your NDIS Plan and goals

  • Ask questions to ensure my understanding of the services provided and the claims process

  • Inform St Mary’s House of Welcome when I am unable to keep a scheduled appointment. Where possible, give St Mary’s House of Welcome 24 hours’ notice if I cannot make a scheduled appointment. I agree to do this by contacting St Mary’s House of Welcome directly on 9417 6497. 

  • Attend the service in a fit state (not unwell, intoxicated/under the influence of drugs or unable to participate fully) and inform our staff of any changes to your situation or risks that may/or will have an impact on them

  • Provide consent to obtain accurate and up to date information about yourself in order to receive the best possible support including changes such as health or behaviour support needs, nominated representative, address and contact details etc.

  • Arrive and depart at the designated Program start and finish time

  • Pay additional expense invoice fees to St Mary’s House of Welcome by the due date

  • Raise any concerns or suggestions for improvement about the service being provided to the NDIS Team Leader (in complete confidence).

  • Notify St Mary’s House of Welcome immediately if there are any changes to your NDIS plan, including suspension, my old NDIS plan is being replaced by a new NDIS plan or I stop being a NDIS participant.

  • Allow St Mary’s House of Welcome to make service bookings on My Place portal, the NDIS online service. All bookings will be scheduled as outlined in the Services Agreement- Schedule of Support.