Case study1 – Georgette McCartney

Task 1- (Role play): Facilitating Georgette’s Interests and Rights

Being a support worker of lotus Compassionate care, I follow the following steps for facilitating
Georgette’s interests and rights.
Step 1:- I will discuss about the rights of lotus compassionate care as Georgette’s aged care
service provider.
Rights

Lotus Compassionate Care, as your service provider, reserve the rights to: 
Terminate service agreement under due process
 Copyright and intellectual property
 Appoint and dismiss workers in accordance with Lotus Compassionate Care procedures and expect
reasonable performance from the support staf
Step 2 : After that, I will discuss the rights of Georgette’s support worker

Rights

Your support staff have the rights to:

 Be treated with dignity and respect
 Be treated without exploitation, abuse, discrimination, or harassment
 Work in an environment free of health and safety hazards and risks
 Provide feedback and lodge complaints without fear of reprisal
 Undertake personal and professional development
 Entitlements as outlined in the current Fair Work legislation

Step 3 : Now, I will discuss about Georgette’s rights as a home care client

Rights As a client of our Home and Community Care Services, you have the right to:
 Be treated with dignity and respect
 Your privacy be respected and upheld at all times
 Be involved in deciding and choosing the support that best meets your needs
 Be provided with information that will help you make informed choices about the care and support
services you receive
 Be consulted about any changes to your care and support service

Step 4 : discussed about the responsibilities of lotus companionate care as georgette’s aged care service
provider

Lotus Compassionate Care, as your service provider, has the following responsibilities:
 Maintain a residential and work environment that fosters mutual respect including respect for you,
your families, and carers, and staff at all levels.
 Provide sufficient and comprehensive information and documentation about services to you and your
carers and families
 Provide care and support that promote your independence and wellbeing.
 Provide care and support that is respectful of your cultural and language needs of clients
 Promote emotional security, provide physical security, and enable your religious and spiritual security
 Step 5: discussed about responsibilities of Georgette’s support worker:
 Contribute to maintaining a residential and work environment that fosters mutual respect including
respect for all clients, their families, and carers, and staff at all levels.
 Provide care and support that promote independence and wellbeing of clients.
 Provide care and support that is respectful of the client’s cultural and language needs of clients
 Promote emotional security, provide physical security, and enable clients and enable religious and
spiritual security for clients

Step 6: I discussed about Georgettes responsibilities as a home care client

As a client of our Home and Community Care Services, we ask you to:
 Respect the rights of your support staff
 Treat the support staff without exploitation, abuse, discrimination, or harassment
 Ensure your home is safe and free from work health and safety hazards and risks
 Notify us you are not at home for your service

Step 7: I assist georgette to identify her own interest needs, and choices by using active listening skills,
allowing her to lead the discussion, using open ended questions and clarifying and confirming with her
what has been discussed.
Step 8: I will provide information that are available to enable her to meet her rights and needs by
following options:
 I will sugest her about interest groups in the community that can foster her passion and hobbies
like gardening, volunteering, and reading books.
 I will provide her legal information that are available to meet he rights and needs
 I will involve her in deciding and choosing the support that best meets her needs
 I will provided her with information that will help her make informed choices about the care
and support services you receive

Step 9: I will assist georgette to choose her preferred option from the option discussed in step 8 by using
active listening skills, allowing her to lead the discussion, using open-ended questions and clarifying and
confirming with her what has been discussed.
Step 10: I will discuss about lotus compassionate care and legal complaints system. The following
procedures to be implemented:
 The complainant can make a complaint verbally or in writing
 The complaints officer will meet with the complainant with in 5 working days of the client
lodging the complaint
 All complaints will be handled confidentially
 All complaints will be protected from victimization or retribution.

Step 11 & 12: I discussed georgette rights to access Feedback and complaints process and responsibilities
in providing feedback about services:
If you have any concerns or comments with regards to the care and support services, we encourage you
to speak to:
 Your Support Worker
 Your Service Coordinator
 Residential Aged Care Manager (Residential Care)
 Home and Community Care (Home Care)
All complaints lodged will be handled in a confidential manner and will only be discussed with personnel
who have authorised access in accordance with Lotus Compassionate Care Complaints policy. If you have
any issues or complaints that Lotus Compassionate Care has been unable to resolve, you may prefer to
speak to someone outside of Lotus Compassionate Care.
 Aged Care Complaints Commissioner (Commonwealth Department of Health and Ageing):  Online
agedcarecomplaints.gov.au
 Phone 1800 550 552
 In writing address your written complaint to:
Aged Care Complaints Commissioner
GPO Box 9848 (Your capital city and state or territory)

Step 13: I ensured Georgette has understood her rights and responsibilities by asking open-ended
question, Clarifying with her what has been discussed relevant to the client’s rights and responsibilities
and allowing her to ask questions about what has been discussed.

Step 14: I Thank you Georgette for visiting our Lotus compassionate care centre. If she want further
support from us, we are read to welcome again at anytime. I will keep promises to generates goodwill
among her and instills a benchmark for our employees to recognize. I will also try to stay in contact
regularly.

Task 2- (Role play): Assessing Georgette’s capacity to advocate for self.

Me (support worker) and Georgette starts conversation in assessing her capacity to advocate for
herself.

Me (support worker): Hello Georgette’s, can you maintain a level of mobility to complete your
activities of daily living?

Georgette’s: Hello , I needs high levels of assistance in mobility from support staff
and requires a wheelchair to move around.

Me: Can you communicate easily without the need for aids?

Georgette’s: Yes, I can communicate easily without the need for aids but I
needs active listening skills support worker and can have open discussions
with me.

Me: Do you feel free to express your needs, concerns, and own decisions
with our staff.

Georgette’s: My needs need to be identified by support worker and I relies

on staff to make decision for me.

Me: Do you easily understand information that is relayed to you?

Georgette’s: I am living with dementia and there is noticeable decline in my

cognitive abilities and need high level of assistance of support worker to
understand information relayed to me.

Me: Can you make decisions on your own relevant to the services you receive?
Georgette’s: I can make decisions on my own relevant with the high level of
assistance of support worker.

Me: Do you have trust towards people around you?

Georgette’s: I have belief on my family, peers and support staff and love to
maintains friendly releationship with people surrounding me.

Me: Do you manage your own finances with little support needed?

Georgette’s: Yes, I manage my own finances with the support of my son

Felix.

Me: Do you pay bills oneself with little support needed?

Georgette’s: Yes, I pay bills on my own with little support from my son Felix.

Me: our organization recognize and respect your information and want to
maintains trust and goodwill among us. Thank you.

Georgette’s: You are welcome. You can stay connect with me for further
information.

Task 4- (Role-play): Advocating For Georgette’s Rights and interests

Part 1 collaborating with Georgette

Me(support Worker): Hello, Georgette
Georgette: hi
Me: We are working together to come up with strategies on how you can meet your goal and
needs while engaging in volunteer activities and task.
Georgette: yes we are. Can you please tell me about my rights and strategies to address this
Me: you have right to maintain the personal independence and strategies to address this by
encouraging yourself to make decisions relating to your care. Similarly, you have right to live in a
safe, secure and home like environment, and to move freely within and outside the home care
service without undue restriction and its strategies is by Encouraging yourself to receive
reliable, coordinated, safe, quality care and services which are appropriate to meet your goals
and assessed needs. What are your needs?
Georgette: Minor episodes of memory loss and disorientation and eating and nutrition needs
while engaged in volunteer activities. What are the Strategies to address this needs?
Me: you should consult with neurologists regularly to diagnose dementia and
be Encourage to assess, diagnose, and treat nutritional problems.
Part 2 supporting georgette in her volunteer activities
Georgette: how can you support in my volunteer activities?
Me: I can support you by helping you in implementing the strategies that
you have come up with while engaging in volunteering activities:-
 to accompanied by support worker to the organization where you will
be volunteering
 Helping out at meals on wheels
 Helping with the registration of participant in a community event.

Part 3 Gathering georgette’s feedback

Me: what are your feedback?
Georgette: I feels a great sense of accomplishment in volunteering. I am
constantly worried about having episodes of memory loss and
disorientation. I really enjoyed the activities and expressed an interest in
becoming involved in future activities of the organization. I enjoyed my
support worker’s company and appreciates that the support worker allowed
me to take the lead on completing my tasks instead of doing things for me. I
thanked my support worker for encouraging me in my volunteering
activities. I does not mind having the support worker accompany me again
in the future. I fells more interested engaging in volunteer activities. I was
able to maintain my personal independence. I felt safe, secure and home
like environment to live in lotus compassionate care.
Me: What are your progress?
Georgette: My Progress and Outcomes include the following:
I needs my walking stick for mobility support.
My overall health and wellbeing are good, and no other issues have been
identified or encountered so far.
I have gained a sense of accomplishment and independence.
I feels great being able to socialize and interact with other people.
Case study 2- Mr. Ferguson’s
Task 2-roleplay: Preparing for planning
(I started conversation with Mr. Ferguson for preparing for person-centered
planning)
Me (support worker): Hello Mr. Ferguson’s
Mr. Ferguson: Hello
Me: Can you communicate easily without the need for aids?
Mr. Ferguson: Yes, I can communicate easily without the need for aids.
Me: Do you feel comfort to express your needs, concerns, and decisions?
Mr. Ferguson: I need high-level assistance of support worker to express my
needs, concerns and decisions.
Me: Can you easily understand the information that is relayed to you?
Mr. Ferguson: I needs help of support worker to make me to understand
information that is relayed to me.
Me: can you make decision on your own as relevant to the services are
being provided with?
Mr. Ferguson: I needs high-level assistance of staff to make decisions on my
own as relevant to the services are being provided with. Please tell me
about person center planning.
Me: person-centered planning involves the client, family, friends,
professional consultant and any other person the client wishes to be part of
the process. Information is provided in the clients preferred communication
method to support informed decision making and choice.
Mr. Ferguson: what is the purpose of planning process?
Me: the purpose of planning process is to reflect your strengths, wishes,
preferences, future goals and support requirements. The service options are
recreational activities, physical rehabilitation services and mental health
support services to address your needs. Are you ready for the person-
centered planning meeting?
Mr. Ferguson: I am ready to work collaboratively for the person-centered
planning meeting and development of this plan. Can you tell me about the
appropriate service option that support me in person centered planning?
Me: In my opinion, physical rehabilitation services is appropriate option
that support you in person centered planning. It helps to provide services
that suit your diverse needs, goals, and preferences. I feel happy if you
further participate in the decision.
Mr. Ferguson: sure, I will contact you if I want any clarify about information
being relayed in the discussion. Thank you.

Task3 – Role- play Activity: Person-centered planning

Being a support worker, my role for person-centered planning are as
follows:-
Step1: I recognized and respect diverse and multi-faceted needs of the Mr.
Fergusons and collaborate with other service providers as needed by
following ways:-
 Letting Mr. Ferguson with the help of Meredith/Charles, lead the
discussion rather than the candidate leading or suggesting, or
imposing a service option
 Using active listening skills
 Using open-ended questions
 Avoiding insensitive jokes about Mr. Fergusons physical condition and
depression
Step2 : I will support Mr. Ferguson in his interest, rights, and decision
making by following ways:
 Letting Mr. Ferguson with the help of Meredith/Charles, lead the
discussion rather than the candidate leading or suggesting, or
imposing a service option
 Using active listening skills
 Using open-ended questions
 Avoiding insensitive jokes about Mr. Fergusons physical condition and
depression
 By collaborating with Mr. Ferguson, his family members and his
carers
 Encouraging Mr. Ferguson in participation and lead the discussion.
 By not imposing my own ideas and believe in discussion with the Mr.
Ferguson
Step3: I foster Mr. Ferguson strength and capacity by following ways:-
 Focusing on what Mr. Ferguson can do rather than what he cannot do
 Assisting Mr. Ferguson in identifying his own strengths and capacities
 Letting Mr. Ferguson lead the person-centered planning, including
empowering him to set his own goals
 Encouraging Mr. Ferguson participation in the Person-centered
planning
 Respecting and acknowledging the decisions Mr. Ferguson made
about his care and support
Step4: I promote Mr. Ferguson participation in following ways:
 Letting Mr. Ferguson with the help of Meredith/Charles, lead the
discussion rather than the candidate leading or suggesting, or
imposing a service option
 Using active listening skills
 Using open-ended questions
 By letting the Mr. Ferguson’s participate in planning activities
relevant to the clients care and support
 Making changes to the Mr., Ferguson individualized support plan with
his knowledge or awareness.
Step 5: I work collaboratively with the client and other stake holders to
establish goals by following ways:
 Assisting Mr. Ferguson in identifying his own strengths and capacities
 Letting Mr. Ferguson lead the person-centered planning, including
empowering him to set his own goals
 Providing assistance when Mr. Ferguson is unclear about the goals
setting
 Listening to input from the other health professionals like Rachel or
Dr. Anderson or Emily at the meeting.
 Collaborating on future action as necessary

Task 4 – Role-play Activity: Risk Assessment

Being a support worker, I play the role of risk assessment by following
ways :-
Step1: Identifying Hazards and Assessing Risk
Identified hazards and way of assessing their risk are as follows:
 1. Wires sprawled on the floor
Ways of assessing risk may include:
 Remove the wires from the floor.
 Arrange the wires, so they are out of the way where people usually
pass by.  
   
2. Client living with dementia.
Ways of assessing risk are as follows:
Improving fire safety – ensure smoke alarms are installed and inspected
regularly.
 Placing reminders near the cooking area
 Improving fire safety – ensure smoke alarms are installed and
inspected regularly.

Step2: Implementing Risk Minimization strategies by following ways:-

a. Identifying and explaining option to minimize risk to the clients
b. By working with the client and carer to identify risk minimization
strategies that are consistent with the clients safety needs, priorities,
and specific requirements.
c. Implementing strategies in a safe and effective manner that minimizes
the client’s discomfort.
d. Safe transporting the client from bed to the bath or assisting the
client to get in the car
e. By practicing good posture to be relatively easy and comfortable.

Step3: Monitoring and evaluating risk minimization strategies involves:

 Monitoring the effects of the strategies on the older person.
 Identifying any indicators of increased risk.
 Identifying when strategies are not having the desired result and
possible reasons for this.
 Reassessing and identifying strategies that are more appropriate.
 Working with the client and carer to assess the outcomes of risk
minimization strategies.
 Discussing feedback from the client and carer with supervisor and/or
relevant health professional.
 Completing, maintaining and storing all relevant documentation and
reports according to organization policy and protocols in a timely
manner.