top of page

Well Life Exiting the Service Policy

Purpose & Scope

The purpose of this policy is to set out the circumstances and conditions under which people leave Well Life Services service.

Policy Statement

Well Life Services works to ensure that clients using Well Life Services can continue to do so until they choose to leave, or Well Life Services is no longer relevant to their needs.

 

The circumstances under which a client leaves Well Life Services may include:

  • The client no longer wishes to access Well Life Services;

  • The client becomes unable to benefit from Well Life Services due to illness, changes in their support needs or interests, or death; and

  • The client exhibits ongoing harmful or threatening behaviours which mean they are at constant risk of injuring themselves, other people, or property; and planned discussions and attempts to support the person to behave in non-harmful ways have failed.

Procedure

Well Life Services acknowledges that each person has the right to refuse a service or to leave Well Life Services at any time they choose. Well Life Services further acknowledges that it may discontinue a service after consultation with the person, their family and other important members of their support network if the service is no longer sustainable or appropriate for the person;   

​

  1. If a client wants to cease accessing Well Life Services, the service will discuss the reason for this with the client and/or their advocate and record the reason for the person leaving, and include documented risks associated with the transition.
     

  2. If Well Life Services is contemplating withdrawing services, arrange a meeting with the client, family and any advocate(s) they nominate to discuss the reasons.
     

  3. Well Life Services will assess risks to the client associated with transitioning to or from the service, including:
    - the level and nature of support the client needs;
    - the level and nature of support the client will have available after transitioning.

  4. Staff will:
    - document communicate any identified risks;
    - respond to any identified risk; and
    - support the client and supporters to manage identified risk, where possible.
     

  5. All clients shall be provided with appropriate:
    - Advice and support when exiting the service;
    - Referral to other services and links to the community (including those that will assist the client’s recovery and wellbeing);
    - Information relating to entering our services at a later date (this will also be provided to family members and other service providers involved in follow-up).
    - Prior to the client’s exit from Well Life Services, the Director (or delegate), with the client and family members/carers (if nominated by the client) will review the outcomes of the service and support, as well as inform the client of ongoing follow-up arrangements (if any).
    - All clients will be invited to complete a Client Exit Survey upon exiting the service and will be offered the opportunity to have an informal interview with the Director (or delegate).
    - With the consent of the client, carers and family members will be involved in exit planning and follow-up arrangements to ensure continuity of care.
     

  6. Well Life Services will withdraw services only if requested by the client or family or if the organisation’s duty of care responsibilities to its clients or staff are severely compromised and reasonable efforts to rectify the problem have been made and shown to have failed.
     

  7. If after the discussion the organisation decides to withdraw services, write to the client, family and advocates outlining the reasons behind the decision and advising them of their rights under the organisation’s Feedback and Complaints Resolution Policy. Services will not be withdrawn purely based on a clients dignity of risk decisions.
     

  8. We will assess risks to the client associated with transitioning to or from the service, including:
    - the level and nature of support the client needs;
    - the level and nature of support the client will have available after transitioning;
    - risks associated with temporary transitions from our service, e.g.  client transitioning from our service to hospital due to a health care risk.
     

  9. Maintain records of people who have exited Well Life Services, summarising reasons for their withdrawal or why service was denied so that any trends in dissatisfaction with Well Life Services can be monitored and used for service improvement.

Temporary Transition

In the event of a temporary transition to another provider (e.g. for short term accommodation) or to a health care setting, Well Life Services will enact the following process: 

  1. If possible, gain consent from the participant and/or representative to share relevant information with the other provider if this has not previously been agreed to. 

  2. Provide the other provider with a copy of the participant’s plan, medications, risk assessments, and any other relevant information (e.g. summary of positive behaviour support plan).  

 

In the event of an emergency (e.g. where an ambulance has been called), the above process will be followed without consent being required. The documents are to be provided to the paramedics or hospital staff.  

Performance Standards

  1. All Well Life Services employees are familiar with the Well Life Services Exiting the Service Policy and a staff copy of the policy is kept in Well Life Services office.
     

  2. Well Life Services clients and families have access to the Exiting the Service Policy and have been given a copy of the policy if requested.
     

  3. Discussions have been held with any clients and their family members/advocates to discuss reasons for the client exiting Well Life Services, and efforts have been made to resolve any issues related to the withdrawal or denial of services.
     

  4. Records are kept on people who have withdrawn from Well Life Services and the reasons for their exit; with any trends in reasons analysed and discussed in relation to service improvements.

Review of the Policy

This policy will be reviewed on a two-yearly basis. However, if at any time the legislative, policy or funding environment is so altered that the policy is no longer appropriate in its current form, the policy shall be reviewed immediately and amended accordingly.

bottom of page