- Getting attendant care right What to look for . . .
- Good attendant care
- Getting the right service provider
- What good attendant care
- From an attendant care worker's perspective
- Professional workers
- Person centred
- In families
- Culturally appropriate
- Monitoring, reviewing
- Solving problems and
- Service provider systems
- Foundational principles, standards &
competencies for attendant care
What good attendant care looks like
- What it
- You & your family's
- What your
- What your
service provider brings
- What your
case manager brings
Good attendant care is an amalgam of:
- Your experience and what you bring
- What your worker brings
- How you do the work together
- The experience of your family members and what they bring (in situations where attendant care is provided in family settings).
- What your service provider brings
- What your case manager brings
The following is a description of what good attendant care looks like from the perspective of the person receiving attendant care.
My experience is:
- I am treated with dignity and respect (without discrimination).
- I am working on my goals.
- I am building on my strengths.
- I am part of decisions that affect me.
- I have an individual service plan.
- I am able to be myself.
- I communicate well with my worker.
- I am supported and encouraged to be independent in areas I am able to manage.
- I feel my worker understands me and the emotional journey I have been through (e.g. injury, grief, loss and their impacts)
- I participate in the social, family and community as much as I want and am able.
- When things go wrong I know the steps to take to get them fixed.
- My privacy is respected.
- My home is respected.
- I allow my worker to do their work.
- I feel confident my worker is supported by their supervisor/service coordinator.
Doing the work together
In working together with my worker:
- I treat my worker with respect and dignity.
- I work on my goals to achieve my plan.
- Our work is goal directed work.
- We communicated well.
- We respect each other.
- We keep the relationship professional.
- I don’t try to get my worker to be my friend.
- My worker doesn’t try to get me to be their friend.
- My worker doesn’t accept gifts.
- My worker doesn’t share their personal details with me.
- I don’t ask my worker to do things that are outside their role.
My family context
Where a person is receiving attendant care at home with other family members also living in the home then my worker:
- Collaborates with family members as part of the team.
- Understands how families work as one system - any change for one family member will affect every other family member in some way.
- Understands family member reactions - is able to put themselves in the shoes of family members and make sense off their reactions, such as confusion and fear, distress and anger
- Treats all family members with respect .
- Workers with family members strengths.
What my worker brings
- Understands brain injury/spinal cord injury
- Has the practical skills to work with me on what’s needed: e.g.
- Manual handling
- Personal hygiene and grooming
- Maintenance of continence
- Principles of skin care
- Assisting with nutrition
- Assisting with medications
- Worker Health and safety rights and responsibilities, policies and procedures
- Infection control
- Has the interpersonal and communication skills to:
- Effectively communicate with me/ my family/ other relevant people
- Understand me and my needs from psychological, social and mental well being perspectives
- Identify and respond appropriately to behaviours of concern (difficult or challenging behaviour).
- Respects my privacy (and keeps confidential information confidential)
- Follows the service provider’s policies and procedures.
- Arrives on time.
- Does what they are supposed to do.
- Does not over step professional boundaries (e.g. tries to be my friend).
- Understands my cultural and/or religious background sufficiently to better work with me (than if the worker didn’t understand my cultural and/or religious background).
- Has the skills to deal with conflict and assist in resolving it.
- Is in ongoing communication with their supervisor/service coordinator.
What my service provider brings
My service provider:
- Ensures staff have the basic skills and knowledge they need in order to work effectively with me.
- Introduces staff to me and orients them to my unique situation and what’s required.
- Works as part of a team with other agencies, services, etc. that may also be working with me.
- Monitors what my worker does
- Is approachable.
- Is accessible – and works in a transparent, fair and responsive way in commencing, providing, changing or ending services.
- Effectively manages disputes.
- Effectively resolves complaints (in a timely way).
- Is always on the lookout for ways to improve the work.
- Gives me confidence if I made a complaint to my service provider it would be dealt with appropriately (and I would not fear adverse consequences).
- Has a philosophy of continually monitoring and improving its services.
My Case manager
My case manager:
- Has worked with me to identify my goals and the services I need to support me in achieving them.
- Has high expectations that everyone can and should enjoy the good life (and is not just planning to meet my basic needs or fit me into existing services).
- Places me at the centre of the planning for achieving my goals.
- Sees me as someone who is a member of a community – with family, friends, social networks, work and education opportunities and so on.
- Helps coordinate the various services and agencies that I work with so that they work together as a team to support me in achieving my goals.
- Explained what attendant care is.