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4. Understanding relationships

Understanding relationships is the fourth Guiding VALUE. It describes a commitment to developing collaborative relationships across the organisation including between the service provider and those receiving services and their carers and between all levels of staff. All parties work in partnership and understand the importance of community connections in designing and delivering services.

Understanding Relationships is made up of two ‘Elements’:

  1. A partnership approach
  2. Community connections

Each Element is then broken down into a set of ‘Actions’, which provide examples of person-centred approaches in four key areas.

 

 

 

 

 

1. A partnership approach

Relationships between the service provider and consumer and the organisation and staff are reciprocal, respectful and recognise that all parties are important partners in designing, delivering and evaluating services. Communicating effectively with consumers and families is central to providing quality care.

Working with the consumer and their carers

  • Collaborate with consumers, and where appropriate their carers, to develop care plans
  • Recognise the importance of consumers’ relationships and factor into support planning
  • Actively seek feedback from consumers about the experience of the support they are receiving
  • Advise consumers of changes to staff allocation
  • Recognise and value the role of carers and make them feel a part of the care team

Working with staff

  • Support staff to engage with consumers, and where appropriate their carers to achieve a shared understanding of issues
  • Recognise and value staff and their contribution
  • Acknowledge and utilise the knowledge and experience of staff
  • Ensure the pathways for providing feedback are widely known
  • Facilitate a positive attitude to complaints and a willingness to learn from them
  • Promote a ‘no blame’ culture throughout the organisation

Organisational leadership, systems and culture

  • View consumers as partners in setting goals, planning care and making decisions about support
  • Respect consumer’s preferences about support and act upon them
  • Identify and involve important family and friends in the discussions and planning of support
  • Value, respect and support the needs of carers through assessment and planning
  • Identify and address carers’ own support needs, including information about dementia, available services including emotional support, respite and home support
  • Routinely assess the family carers’ capacity to provide support

Education, supervision and support

Ensure staff:

  • Have an understanding of the needs of carers
  • Know how to support carers
  • Understand how relationships in the home can change because of changing roles.

2. Community connections

A sense of social connectedness with the local community through opportunities to contribute, socialise and engage in meaningful, culturally appropriate activities is valued.

Working with the consumer and their carers

  • Base care plans on a rich and active community life that focuses on an individual’s gifts and interests
  • Provide consumers with information about available local services, community supports and how to access them
  • Ensure consumers and their carers can determine how culturally and age appropriate services are delivered
  • Assist and enable consumers to access community activities
  • Encourage activities that are meaningful to consumers and support them to attend

Working with staff

  • Support staff to make connections with local service providers
  • Value and utilise the experience and knowledge that staff have of the local community in relation to care planning

Organisational leadership, systems and culture

  • Ensure assessment models and support planning identify suitable social and leisure needs
  • Assist consumers to maintain community connections, routines and interests through appropriate referral
  • Ensure good communication with the consumer’s doctor and other community services
  • Ensure support is flexible to allow community connections and activities to occur
  • Recruitment practices identify staff that have knowledge of local communities
  • Use flexible working-time arrangements to create a family-friendly work environment

Education, supervision and support

Ensure staff:

  • Understand that how people view the world is shaped by family, friends and their experiences
  • Understand the importance of the meaning of home and incorporate it into care planning
  • Are aware of available community services and know how to make appropriate referrals
  • Understand the importance of social connectedness

Continue to the next VALUE: 5. Environment

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