No Response When Home Visiting Policy & Procedure

Transcription

1 Patron Hon Barry House MLC BEc, JP Pathways SouthWest Inc ABN: P O Box 275 Bunbury WA /14 Rose Street Bunbury WA 6230 Telephone: Fax: info@pathwayssouthwest.org.au Website: pathwayssouthwest.org.au Response When Home Visiting Policy & Procedure APPROVED BY: Pathways SouthWest Board of Management APPROVAL DATE: January 2015 REVIEW DATE: January 2018 DOCUMENT NUMBER: POL01.22 VERSION: 2 THIS POLICY & PROCEDURE APPLIES TO: Pathways SouthWest Board of Management, Staff, Students, Volunteers, Consumers, Carers, other Stakeholders and the General Public Page 1 of 5

2 Page 2 of 5 NO RESPONSE WHEN HOME VISITING POLICY & PROCEDURE Response When Home Visiting Policy & Procedure Policy This policy aims to give clear instructions on the actions that all staff must take when there is no response when home visiting. By taking a consistent approach, it should help to ensure that emergency services are alerted when appropriate. Procedure All staff have a duty to ensure that people receive services as detailed in their care plan. Individuals will be given choice and encouraged to be independent and make informed decisions about the services they receive. If a person refuses the service, their decision and views must be respected. If an individual lacks capacity and has no carer or advocate to act on their behalf and by refusing services is creating an unacceptably high level of risk; an assessment of mental capacity and best interest s assessment must be undertaken in relation to that decision to refuse services. Each service user is required to have a planned response for when they do not respond to a scheduled visit. Such a response should be individualised for each service user, and completed as part of the entry interview with a copy made available to the service user. The response should be reviewed as part of the service user care plan. Should the service user elect to not want any response, this should be documented on the entry interview checklist and in the care plan. If there is no response plan at the direction of the service user, it is at the discretion of the line manager to determine whether services should be provided. where a service user has requested that they do not want a planned response, if a Pathways SouthWest member of staff has concerns or there is an indication that there may be something wrong, the staff member should raise their concerns with the line manager and have their concerns documented. Should a service user be absent at the time of a scheduled visit and does not respond to a scheduled visit, it is the responsibility of the Pathways member of staff to implement the planned response for that individual as previously agreed by the service user. If a member of staff is refused entry by a person or their nominated person/carer,, then the line manager must be informed and the incident recorded on the personal file. If there are repeated incidences of denial of access then a review will be necessary to ascertain how the situation can be resolved. Procedure Home visit resulting in no response

3 Staff must consult a service user s individual no response plan before leaving the office. Staff must allow time for people to get to the door and check whether they can hear the knock. If there is no reply, staff should check the windows. If staff cannot see the person they should then try to telephone them to see if there is any response. If this telephone call produces no response, then the member of staff should make enquiries for example with any neighbours without sharing any personal information. If staff still cannot ascertain the whereabouts of the person, they should contact the office to see if any message has been left there which might indicate the service user s whereabouts. The appropriate staff will then: - Telephone any other contact numbers e.g. relatives and family. - Telephone any other agency involved in the service user s care e.g. case manager, hospital etc. If a person can be seen to be collapsed or in such a condition that warrants extreme concern to their well-being, then the staff member must call the emergency services and alert their line manager. The staff member must remain at the address until the emergency services arrive and pass on any relevant information. The line manager/recovery worker will also contact any known family or contacts to alert them of the situation. In some circumstances the Line manager may have to go out to support the staff member. If there is still no response or sign of the person, then staff must report to their line manager or office staff so that they can check their details based on what knowledge they have of them and what the possible reasons for the no response might be. If there is no information that confirms, without any doubt, that the service user is not at home then it must be assumed that they are in the premises and unwell. The line manager/recovery worker must then take the decision to call the emergency services and ask the staff member to wait. A decision will be made by the line manager as to whether the recovery worker should stay at the premises until the situation is resolved or call back later. The line manager will inform all relevant persons of any outcome. The line manager ensures all these details are recorded on the individual s file because the monitoring of repeated incidences of a failure to gain entry may indicate that a review is necessary. Page 3 of 5

4 My NO RESPONSE Plan I date have read Pathways SouthWest Response Policy and understand that Pathways staff have a duty of care to ensure my safety and wellbeing if they have visited my home for a planned appointment and I do not respond (call out) or answer the door. Steps I would like to be taken if I do not answer or open the door: Permission Action Comment Telephone, knock, and call out to me. If these actions produce no response, then Recovery Workers should make enquiries with any neighbours, without sharing any personal information. If I am home, but prefer to be left alone, I understand that is my right, and I will call out that I do not want to be disturbed. If I need to go out and will not be home in time for our planned appointment, I will phone my Recovery Worker or the Pathways office before I leave my house. I understand if my whereabouts still cannot be ascertained, my Recovery Worker will contact their office to see if any message has been left. Page 4 of 5 If no messages have been left, I understand they will then: 1. Telephone any people I have given permission to contact in an emergency (relatives, friends, carer etc.) 2. Telephone any other agency involved in my care e.g. case manager, GP, hospital etc.

5 N/A Pathways do not have a copy of my spare key. If there is no answer after staff have tried repeatedly, I would like them to return to the office and get my spare house key. I give Pathways permission to enter my home to see if I am ok. I understand that if there is no information that confirms, without any doubt, that I am out, then it is Pathways staff s duty of care to assume I am in the premises and unwell. I understand that in these circumstances, a decision to call the emergency services may be taken. I understand that if there is a no response incident, then these details will be recorded in my file. Other: My signature: My Recovery Worker s name & signature: Date: Page 5 of 5