This document discusses recognizing and responding to client rights and interests, including supporting clients in identifying concerns, referring clients to advocacy services, managing complaints, recognizing and reporting signs of abuse and neglect, and recognizing and responding to cultural diversity. It provides tips for encouraging feedback, responding to complaints, the role of advocacy services, workplace policies for complaints, reporting abuse, and ensuring staff respond appropriately to cultural and linguistic diversity.

1. CHCCS400C
Work within a
Legal and
Ethical
Framework
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2. Element 4
Recognising and Responding to Client Rights
and Interests
1. Supporting clients to identify and express their
concerns
2. Referring client to advocacy services when
appropriate
3. Managing complaints
4. Recognising and reporting signs of abuse and neglect
5. Recognising and responding to cultural, linguistic and
religious diversity.
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3. Managing complaints should be the
responsibility of everyone involved in the
care of clients.
A positive attitude to complaints by all staff
is essential.
It is part of effective communication and
an important component of the
organisation’s continual improvement
cycle.
Clients with a complaint want to be treated
with dignity and have their complaint
treated seriously
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4. Clients need to know that it is okay to
complain however many are reluctant or
even frightened to.
A client’s right to privacy and confidentiality
helps make it safe for them to complain.
Some people are less likely to complain for
cultural reasons.
People with certain conditions may feel that
they will be discriminated against.
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5. Many organisations have a
form for clients, staff, family
members and visitors to
complete to register
dissatisfaction or a complaint.
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6. List ways to encourage feedback and complaints:
Provide a suggestion or improvement box
Ask for feedback when talking to clients or their families
Raise the issue with the client and discuss their wishes
Ensure all clients know about the local advocacy service
Make sure the client is aware of their right to complain
Promote the residents’ and responsibilities
Have an active complaints resolution committee and resident advocate
Have a senior member of staff available to hear complaints at all times
Arrange regular family conferences
Be accessible
Accept anonymous complaints
Train staff to listen
Consult and involve staff and clients to help development of new policies
or review existing ones.
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7. Tips when responding to concerns and complaints:
• Respond promptly to all complaints, regardless of
the level of seriousness
• Listen to the client, acknowledge their concerns
and show understanding and empathy.
• Remain impartial. Treat everyone involved fairly
and with respect.
• Attempt to identify the problem and the outcome
required by the client.
• Provide an explanation and apology if
appropriate.
• Take action to implement the solution offered
• Refer complaint to supervisor as required
• Confirm if the client is satisfied
• Document the complaint
• Maintain confidentiality
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8. If client’s rights are not being respected or if they are incapable of
making decisions they may need an advocate to support them to
complain.
Advocacy services help people understand their rights.
The aims of advocacy are to:
Increase the older persons control over goods and services
Overcome barriers that restrict opportunities
Ensure appropriate delivery of services
Protect human rights
Ensure a better quality of life
Be responsive to and empathise with individual needs and wishes
Be orientated towards positive outcomes
Aim for empowerment of disadvantaged individuals and groups
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Challenge stereotypes and stigma

9. By law your organisation will have in place a
system to respond to complaints from clients, their
representatives and that these people will be
aware of internal and external complaints
mechanisms.
Do you know your workplace’s policies and
procedures for managing both internal and
external complaints?
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10. The national Aged Care Complaints
Investigation Scheme covers both residential
and community aged care services.
The Australian government funds a National
Disability Abuse and Neglect Hotline that can be
used by anyone to report abuse and neglect of
people with disabilities.
Clients can complain to the Commonwealth
ombudsman if they want more support.
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11. Abuse is a complex issue.
It can be :
• Financial
• Physical
• Emotional
• Sexual
• Neglect
• Systems abuse
Signs of abuse may be:
• Physical
• Mental anguish
• Withdrawal
• Anxiety
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12. People at risk are those who:
Have a cognitive impairments
Live alone
Have a history of family abuse
Suffer alcohol and substance abuse
Are stressed
Have financial issues
Are emotionally unstable
Are relatively powerless eg children, people with disabilities and older people
Often the abuser is a worker, relative or close
friend.
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13. It is crucial that any sign of
suspected abuse, distress or
other issues of concern
regarding a person’s treatment
and safety are reported
immediately.
How you report it will depend on your
workplace’s policies and procedures.
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14. Coordinators or team leaders should
consider a range of strategies to
ensure that staff respond to
cultural, linguistic and religious
diversity in an appropriate way.
If staff understand a person’s
cultural background they are able to
respond appropriately.
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15. A person’s culture affects:
• Religion
• Importance of family
• Food
• Cleaning
• Personal care
• Dress
• Music
• Personal touching
• Language
• Addressing a person
• Assisting with completing forms
• Using easy to understand language
• Using an interpreter
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