Better Caring respects and supports the fundamental right of aged care and disability support consumers to continue living independently in their own homes and communities with dignity and respect, along with choice and inclusion in relation to their care needs, and being free to engage an advocate and/or representative of their choice.
Better Caring’s Code of Conduct and Ethical Behaviour sets out, in principle, the behaviours and standards of conduct expected of a Care Worker who is providing care services to a person introduced through the Better Caring website (Care Consumer), and to uphold the rights of Care Consumers.
For Care Workers
By offering services to Care Consumers via the Better Caring website, the Care Worker is agreeing to always:
- Treat members of the Better Caring community, including Care Consumers, family members and representatives, with respect and dignity at all times.
- Recognise that each Care Consumer is an individual, with individual needs, inclusive of those with complex, or more specialised needs.
- Respect peoples personal, cultural, linguistic and religious preferences and background.
- Provide care with empathy and sensitivity, without exploitation, abuse, discrimination or harassment.
- Respect the Care Consumers right to choose the care they want and from whom they want it, free from victimization.
- Act at all times professionally, ethically and honestly, and in the best interests and wellbeing of the Better Caring community.
- Deliver reliable, high quality and personalized care, acting at all times in accordance with the instructions, care plan and/or care goals of the Care Consumer.
- Be aware of the appropriate professional boundaries in providing care services to Care Consumers, and act at all times to protect the boundaries of the professional relationship. Example; The Care Worker cannot be a beneficiary of a Care Consumer’s will, nor engage in any physical relationship with a Care Consumer, nor take unfair advantage of, or exploit any relationship with, the Care Consumers in any way.
- Immediately report any form of abuse or neglect of a child, an elder or a person with a disability to the relevant state authority.
- Immediately report any accident or incident to the appropriate emergency service (e.g. Police, Fire, Ambulance) and/or regulatory body (e.g. Health Care Complaints Commission, Department of Social Services), that occurs during the provision of service. This includes and is not limited to; The Care Worker, Care Consumer and or any person present during service.
- Immediately report any episode or incident which raises concerns about the standards of care provided by another Care Giver.
- Document all details of any accident/incident (via appropriate forms or progress note) that occur during service delivery.
- Not act in a vulgar manner, nor expose Care Consumers or any member of Care Consumers’ households to pornographic, sexually explicit or otherwise inappropriate material.
- Not be under the influence or alcohol or drugs at any time while providing care services to the Care Consumer.
- Understand the importance of effective communication and communicate openly, honestly and with Care Consumers, and their family members or representatives.
- Maintain and keep up to date all; qualifications, police checks, licenses and registrations, required to provide the care services requested by the Care Consumer.
- Keep confidential all personal information and records of the Care Consumers. This includes but is not limited to; the safe storage of information required to carry out the appropriate care as requested by the Care Consumer.
- Not take advantage of any personal information or sensitive information (including health and financial information) of the Care Consumer obtained during the course of providing care services.
HEALTH AND SAFETY
- Always act with due diligence in regard to the health, safety and wellbeing of the Care Consumer and the Care Worker’s own health and safety.
- Execute care services safely, and in accordance with the appropriate standards and relevant legislation relating to health care service provision.
- Only provide care services for which he or she is capable and qualified to provide, and which are safe to provide.
- Report any concerns regarding the health and safety of the Care Consumer immediately to the Care Consumers elected contact and/or representative. In an emergency, to immediately call 000. In the event of an accident/incident, to document all details relating to the event in a progress note.
FINANCIAL MATTERS AND CONFLICTS
- Avoid situations which may give rise to pecuniary or other conflicts of interest.
- In general, Care Workers must not deal with the finances of Care Consumers (if a situation arises where this is necessary, he or she does so ensuring the best interests of Care Consumers are of upheld, and that any actions, advice or decision of the Care Worker are not influenced by self-interest or of personal gain, or other improper motives). Care Workers undertake to record details (via a progress note) of any occasion where financial transactions are required and where possible advise the Care Consumer’s chosen representative.
- Care Workers are not to accept gifts from Care Consumers which are, or could be reasonably interpreted as, inappropriate given the nature of the relationship between the Care Worker and Care Consumers. In situations where a gift has been received, the Care Worker undertakes to advise the family and/or the Care Consumer’s chosen representative and record a progress note including details of the gift received.
- Ensure all representations made, and information provided to Better Caring, and to Care Consumers via the Better Caring website, is honest, accurate, and up to date.
- Accurately record and report to Better Caring the amount of hours during which the care services are legitimately provided to Care Consumers.
- Act in good faith to Better Caring, and not act in a manner which is contrary to the interests of Better Caring.
- Not offer to provide or provide services to Care Consumers on terms, other than those disclosed to Better Caring. If a Care Consumer approaches the Care Worker to provide care services on terms other than those disclosed to Care Partners, the Care Worker must immediately notify Better Caring of the request.
- Not request or receive cash payments or other forms of compensation from Care Consumers directly, in respect of services which are provided, which should properly be billed and paid via Better Caring.
For Care Consumers (Clients)
In using the Better Caring website, the Care Consumer accepts that they are exercising their choice of care and Care Worker, and as such, is accepting certain responsibilities for their choice and their actions. By engaging services from Care Workers via the Better Caring website, the Care Consumer is agreeing to always:
- Treat Care Workers with dignity and respect at all times.
- Respect the Care Worker’s personal, cultural, linguistic, religious preferences and background.
- Receive care without exploiting, abusing, discriminating against or harassing the Care Worker.
PRIVACY & INFORMATION
- Act at all times professionally, ethically and honestly.
- Disclose relevant and accurate information in relation to diagnosis, medication and care required, ensuring the Care Worker can provide appropriate quality care services in a safe and effective manner. This includes but is not limited to; providing documented Care Plans, relevant Medical History provided by the Care Consumer’s Medical Practitioner/GP, Aged Care Assessment or other appropriate tool/referral provided by an existing service provider.
- Appropriately supervise and monitor the care and the Care Worker
- Be aware of the appropriate professional boundaries, and act at all times to protect the boundaries of the professional relationship. For example, the Care Consumer, family member and/or their representative must not engage in any type of physical relationship with any Care Worker, nor take unfair advantage of, or exploit any relationship with, the Care Worker in any way.
- Immediately report any episode or incident which raises concerns about the standards of care provided by the Care Worker to Better Caring, and if necessary, to the Health Care Complaints Commission, or other appropriate regulatory body.
- Not act in a vulgar manner, nor do or act in any way, which may expose Care Worker to pornographic, sexually explicit or otherwise inappropriate material.
- Avoid situations which may give rise to the Care Worker having pecuniary or other conflicts of interest.
- Not offer gifts to Care Workers which are, or could be reasonably interpreted as inappropriate, given the nature of the relationship between the Care Worker and Care Consumers. For example, the Care Worker must not be a beneficiary of a Care Consumer’s will.
HEALTH AND SAFETY
- Always act with due diligence in regards to the health, safety and wellbeing of themselves and the Care Worker, and not request the Care Worker to undertake any duty or activity that puts themselves, or the Care Worker’s health and safety, at risk.
- Maintain best efforts to provide a working environment where the care services can be delivered safely.
- Act at all times honestly and truthfully.
- Accurately record and report to Better Caring the amount of hours during which the care services are legitimately provided by Care Workers.
- Ensure that feedback on Care Workers provided to the Better Caring website is honest, respectful, accurate, and provided in good faith.
- Act in good faith to Better Caring, and not do anything which is contrary to the interests of Better Caring.
- Not offer to receive services from Care Workers on terms other than those disclosed to Better Caring. If a Care Worker approaches the Care Consumer to provide care services on terms other than those disclosed to Better Caring, the Care Consumer must immediately notify Better Caring.
- Not make cash payments, nor any other method of payment, to Care Workers in respect of services provided, other than those agreed to through the Better Caring website.
Additional Information and References:
Charter of Rights and Responsibilities for people receiving Government funded home care packages:
The Aged Care Rights Association:
Health Care Complaints Commission: