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Carer Fact Sheets Support For Carers Working with service providers
Carer Fact Sheets Support For Carers Working with service providers
| Working with service providers |
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| Monday, 24 November 2008 00:00 | ||||||
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Working with service providers As a working carer, you are probably negotiating a maze of services such as home help, carer support and respite care. If you are not, you should be! Make the most of available services.
If you are busy you may feel that services are too much trouble and cancel them. Also sometimes problems arise. However, it is your right to make a complaint to resolve any concerns you may have. This article contains some hints from carers about working with service providers to avoid problems arising in the first place, and if they do arise, how to make a complaint. A trouble-free relationship with services can make a world of difference to your experiences of juggling work and care. Be organised Arrange an assessment of your caring situation and the person you are caring for with the services you need. This will allow you to check that you are eligible for them. Be firm about your needs and availability to attend appointments so it does not disrupt your working life too much. Prepare your questions in advance. When filling in forms, ask for assistance if anything is unclear. Keep copies of all forms so you have a record and can use the information for other forms. Be prepared for waiting lists for many services and have back up plans in place. Ask about how the waiting list system operates and call regularly to check your progress up the list and make sure you stay on it. Form good relationships Communication is the key to good service provision. Be open about your needs and the needs of the person you are caring for. It can be frustrating to have to answer the same questions several times with different service providers. However if you get the help you need it is worth being persistent. Write some care notes for service providers so they understand as much as possible about the needs, personality, preferences and routines of the care receiver. Give as much detail as possible and in particular about things that might upset or agitate the care receiver. This can help avoid conflict and the need for a complaint. If something goes wrong If you or the person you care for feel that the way staff treat you is unreasonable, or if you feel something about the service is unfair, it is your right to say how you feel. While this may not be easy, it is worth it if you can have the problem solved. Complaints can actually help to improve services for you and for others. All service providers should have complaints procedures and you should be given a copy of them when you sign up for the service. Most complaints procedures suggest that you start with the person you are having problems with first and try to resolve the issue by talking with them informally. Often it is a simple misunderstanding that can be sorted out easily. If you still have difficulties, or feel you cannot raise your problems with the person concerned, follow the suggested complaints procedures. This usually means speaking to a senior person at the service and putting a complaint in writing. It is only when you put a complaint in writing that the complaints process formally begins. It is not enough to speak to the administrative staff. You may worry that if you make a complaint you risk getting the service provider offside and losing the service. However you still have a right to complain. The service provider should not treat you any differently because you made a complaint. Rather, any problems should be resolved. If you are uncomfortable about making a complaint yourself, ask a friend to help you. You may be able to get an advocate to support you to raise your concerns. There are local advocacy groups in many areas and you can find out about them by checking our Services Directory on the Working Carers Support Gateway website. If English is not your first language, call the Translating and Interpreting Service (TIS) on 13 14 50, ask to speak to the advocacy group you want, and a free and confidential interpreter should be provided. If you still have problems, there are a number of independent bodies that can hear complaints. See our Fact Sheet Complaints to Services for more information on these organisations. If you would like to discuss the issues raised in this Fact Sheet you may like to try:
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