SERVICE USER RIGHTS & RESPONSIBILITIES 

HART Services celebrates diversity and actively creates access for people who:
Ø  are Aboriginal and/or Torres Strait Islander people;
Ø  are LGBTI, live in rural/remote areas;
Ø  are financially disadvantaged;
Ø  have dementia;
Ø  are from culturally and linguistically diverse backgrounds.

Access to services is based on need and people are not compromised on the grounds of their: Gender, marital status, religious or cultural beliefs, political affiliation, sexuality or sexual preference, particular disability or ethnic background. Listed below are HART Services' Service User Rights and Responsibilities. 

The Australian Government Department of Health, Aged Care Quality and Safety Commission also have a Charter of Aged Care Rights.pdf243.54 KB that is provided to all Aged Care service users.

  Service User Rights 

1. Every service user has the right to have their unique individuality recognised and their culture, diversity, values and beliefs respected and incorporated into responsive service delivery.
   
   
2. Service users have the right to receive services that encourage informed choice, foster well-being and independence and promote the service users’ capabilities.
   
   
3. Service users have the right to services free from all harm, provided in a physically and culturally safe manner. Services that respect and support the privacy, dignity and independence of the service user.
   
   
4. Service users and/or (on their request) carers/advocates, will be fully involved in decisions concerning the care and support they require. Options and preferences will be discussed, the standard of service which they can expect and any fees to be charged fully explained prior to implementation.
   
   
5. Service users and/or (with their permission) their carer/advocate, have access to their information held by HART Services. Service user information will at all times be subject to ‘Correct Handling’ procedures to ensure confidentiality.
   
   
6. Service users are to be supported in developing/maintaining relationships of their choice, including family, friends, carers, other support providers or chosen community.
   
   
7. Service users have the right to sexual expression and intimate relationships. Service provision should be safe, respectful, supportive and sensitive to cultural or sexually diverse preferences.
   
   
8. Service users are to be supported should they choose to take risks. Duty of care must be carefully balanced and risk assessment/mitigation undertaken.
   
   
9. Service users have the right to receive timely information that is responsive to their needs, in a manner that best fosters informed choice and understanding.
   
   
10. Service users may utilise an advocate and the advocate’s rights will be respected. Support to source an advocate will be provided if requested.
    
    
11. Service users have the right to refuse a service and refusal will not prejudice their future access to funded services.
    
    
12. Service user complaints assist in continuous improvement; they will be dealt with fairly, promptly and without retribution. The service user may involve an advocate of their choice.
    
    
13. All effort will be made to ensure that service users, family members and/or carers understand their Rights and Responsibilities. Where needed, contracts will be developed to ensure a clear understanding.

 Service User Responsibilities 

1. Service users should let HART Services know as soon as possible if a booked service, e.g. outing, visit or a booked transport arrangement, is no longer required.
   
   
2. Service users should act in a way which respects the rights of other service users and team members.
   
   
3. Service users need to take responsibility for the results of any decisions or inactions they undertake.
   
   
4. Service users must comply with WHS, e.g. utilise seatbelts and other vehicle safety devices as directed by authorised team members.
   
   
5. Service users should respect the confidentiality of information about other service users and team members which they may obtain whilst using services.
   
   
6. Service users should inform HART Services of any significant change in their circumstances, e.g. health or mobility decline.
   
   
7. Service users must not be under the influence of illegal drugs or alcohol and must be reasonably presented (i.e. hygienic and without provocative messages or logos on clothing).
   
   
8. Service users are to treat areas concerning culture, politics, religion, etc. with due discretion and to not use offensive language e.g. swearing.
   
   
9. If a service user continually refuses to abide by their responsibilities they may risk being exited from HART Services.
   
   
10. Service users should honour any contractual/agreement arrangements they have undertaken with HART Services.