Support at Home Care Management

There may be instances during the provision of our services, where we respectfully request to temporarily or permanently withdraw from being your service provider.

Instances that may warrant us to request withdrawal from services may include:

• times you are under the influence of alcohol or illicit drugs or are behaving in a manner that is verbally or physically threatening.
• if your continued participation poses a risk to other service users or staff

Please understand that where practically possible, we will make every attempt to work with you, and where relevant, your support person/advocate to resolve any issues so we can continue to provide you with services.

In the event we request to withdraw from services temporarily or permanently, we will follow this process:

• Consult with you and your support person/advocate about why we are requesting to withdraw from services and for what period of time. In instances where there are immediate issues around safety, this may not be possible.
• In any instances where we withdraw from services, we will inform you in writing and include reasons about why this has occurred, when how and under what conditions you might be able to gain access to the service again.
• You have the right to appeal this decision, and we will provide advice regarding this process including referring you to independent, advocacy services.

At Magenta Community Services, we recognise that the appropriate use of medication can improve health, comfort and quality of life. As a user of our service, our medication policy seeks to support you to manage your medications safely.

The administration of medication is considered a high-risk practice so Magenta support staff providing medication support must have a first aid certificate and be trained in the safe and hygienic administering of medications.

Our Medication Policy is guided by the following principles:

1. Right Person (Service User/Participant);
2. Right Drug (medication order as prescribed; expiry dates);
3. Right Dose (colour, shape, size and preparation of the tablet, capsule, liquid, nebule or suppository; strength i.e.mg/mcg/ml);
4. Right Time (am, pm, nocte, ac/pc);
5. Right Route (oral, nasal, optic, aural, nebuliser, skin, gastro button, and tube);
6. Right Documentation (medication prescription, medication administration recorded, missed / refused / dropped / faulty medication recorded); and
7. Right Reason (medication for specific purposes).

In order to deliver safe medication support, the following requirements apply:

1. Support that involves administering medication must be requested by the you or your representative and recorded in your support plan and/or medication records.
2. Medication can only be delivered by support staff that have completed medication administration training.
3. Medication must be contained in a measured dosage system (such as a Webster pack).
4. Any invasive technique (such as suppositories or injections) will only be delivered by staff with specialist training
5. Where medication is given to you, the time, dosage, description of medication and any comments are entered into your file notes by the support worker.
6. Any issues involving medication administration (such as missing medications, wrong dose) must be reported by staff as an incident immediately and escalated to the appropriate person for investigation and resolution.

The full medication policy is available for you to view on our participant/service user portal, FlowPoint, and a printed copy will be provided to you on request

At Magenta Community Services, we understand that things change, and that sometimes you might need to make changes to your care. Whether you need to cancel an upcoming visit from our care team or withdraw from our services, we can help explain the process in easy-to-understand terms.

If you need to cancel a scheduled visit from our care team, you need to:

• Call your Team Leader to advise them. Their contact number will be provided to you on a Contact List and given to you with your Service Agreement
• Provide a minimum of 24 hours’ notice to avoid being charged for the scheduled care visit.

If you need to withdraw from our services, you need to:

1. Call your Team Leader to advise them.
2. Provide a minimum of 24 hours’ notice to avoid being charged for scheduled care visits.
3. Settle any outstanding invoices.
4. Understand that if you are moving to another service provider, the process of transferring your details and providing a handover can take up to two weeks.

Please understand that if choose to withdraw from our services, it will not affect your ability to access our eligible services at a later date. Once we receive your notice, we will provide confirmation of receipt in writing.