CHCCCS006
Facilitate individual service planning and delivery
Task 4
For
at least three people
collect feedback from a range of people and observe the results of the plan implementation in and work with relevant people to assess the quality of, and satisfaction with, the service being provided.Report any problems with the quality of, or satisfaction with, service delivery.
Use the feedback and observation results to:
address any issues
help improve the service the increase the efficacy of the plan
support the person’s self-determination by collaborating with them to identify areas for improvement to overall service delivery and the plan. Involve them in the process of making adjustments to plans
Kenneth
I engaged in a meeting with Kenneth to discuss how is services were going in. He had just had his My Aged Care assessment and needed help connecting his social support service, we checked the capacity of some local providers and looked at the different costs and he chose the best match for him. When discussing how his home care was going with our Home Care services he said he was not happy with the support worker. He said she was not comprehending what he needed doing in the house and felt he had to train her, it was exhausting and he felt like cancelling the service. I advised I would look into the matter and get a different worker to assist him and would check back in with him
in 2 weeks to see if that was helping, at the same time we could check hoe his social support was working out too. We adjusted his plan to advise the changes and put a new review date in.
Cynthia
Cynthia was asked to complete a feedback survey by our centre to see how the services she had received were going and for her to evaluate her new class. From this we could gather that she was very satisfied with the class, she liked the content and the facilitator and asked if there could be another class added. Cynthia also liked my service and gave me good feedback within provided cultural respect, managed her privacy well and she felt that I was professional and thorough in my role. I contacted the art class facilitator and she said she was planning to host another night. After consulting with Cynthia, we adjusted her plan to add another night of class and engagement in meaningful activity.
Mei
The volunteering transport company contacted me and advised they were having trouble with Mei. They advised she was making bookings and then cancelling them on the day and without giving notice. This was not acceptable because they had to charge her a fee and she was not agreeable to this. I arranged a meeting with Mei to find out what the problem was, She said she was not aware of the cancellation policy and they were rude to her. We were able to work together with the transport company and waive the fees so far but as long as she knew what the policy was in the future. Mei agreed to this, we updated her plan with her assurance she would be courteous with the transport
