| TOPIC | No Response from the Client | ||
| AREA | Service Delivery | TYPE | Work Instruction |
Purpose:
Mobility ensures the safety and well-being of clients receiving services within their own homes. This instruction establishes a clear protocol that workers providing services on the mobility platform must adhere to in the event that a client is not answering the door for a scheduled service.
Scope:
This instruction applies to all Workers / Suppliers when providing services on the mobility platform.
Compliance with this instruction is mandatory in cases where a client fails to respond to a scheduled visit.
Instruction:
The worker will check if client has a planned response in place, which is on the mobility app.
When the client does not have a plan, workers must follow these steps:
1. Try to contact the client by phone.
2. If the client does not answer their phone, the worker must check around the client’s home. The worker must listen for any sounds in the home and look through windows and doors for signs of the client.
3. If there is no sign of the client at home, then the worker must contact the mobility office.
4. If the mobility office has no record that the client will not be at home the mobility office staff will contact the nominated emergency contact(s).
5. If a worker can access a key – from a coded key box, neighbour, or Retirement Village Manager; The worker will enter the client’s home either with another person present or whilst on the phone to the mobility office.
6. If access to the client’s home is not possible, the mobility office will request a welfare check by calling the local police station. If the client cannot be located within two hours, the matter will be directed to the Head of Care.
7. The Head of Care will consult with emergency services and emergency contacts until the client is found.
A worker providing services on the mobility platform must notify the mobility office every time a person is not at home for a scheduled visit.
The mobility office can be contacted on 1300 438 227.
The mobility support team will consult with other parties, including any other providers to try and find the client’s location.
Document History
Reviewed by: Head of Care
Authorised by: CEO
Date Adopted: May 2023
Next Review Due:
Version Control
| Version | Date | Change |
| 1 | 16/5/23 | New |