Summary Consultation Report - Clients and carers questions

Clients and carers were asked detailed questions on 'Information and Access', 'Assessment and Support' and 'Long term coordinated support'.

When asked about Information and Access, clients and carers reported they:

  • 'Sometimes' (45%) or 'usually' (36%) got information they needed and could understand;
  • 'Sometimes' (42%) or 'usually' (36%) knew where to go to access services;
  • 'Sometimes' (38%) or 'usually' (25%) found help without getting the run-around, although
  • 19% felt they got the run around;
  • 'Sometimes' (43%) or 'usually' (37%) felt listened to by their service provider; and
  • 53% felt they had more choices or were better able to help themselves.

When asked about Assessment and Support, 60% of clients and carers reported they 'usually' felt comfortable about the way their needs were assessed, 47% felt they had 'usually' received appropriate planning, and the majority (73%) felt they either 'usually' or 'sometimes' knew what they needed to do in order to help themselves.

When asked about Long term, coordinated support, results were mixed on whether clients and carers felt they received coordinated support. While 29% felt they 'usually' received coordinated support, 25% said they only 'sometimes' received coordinated support, 21% said they 'rarely' and 14% said they 'never' received coordinated support.

The majority (54%) of clients and carers reported they 'always' or 'usually' understood who was involved in supporting them, 59% 'usually' or 'sometimes' had one key worker who helped them and 39% felt the people who were supporting them talked to each other and worked as a team to support them. Further, while 31% of clients and carers felt they were kept informed about the services they were waiting for or receiving, a further 38% felt they 'sometimes' and 17% 'rarely' felt they were kept informed of these things.

45% of clients and carers reported there were times when two or more members of their family have needed support from more than one service provider. The majority of human services required concurrently were: community health (69%), disability, mental health and aged care (each 38%), followed by a high demand for social housing and community services (each 30%).

When coordinating services for family members, 46% of clients and carers indicated it was difficult to manage services, that the system was hard to navigate and help was required.

Graph 3 - What services families access most frequently

Clients and carers were asked to identify one thing that could be made better in the way they receive support. Responses to this question all came back to the issue of communication, being kept informed and having assistance to navigate services.

 Some responses include:

  • Give encouragement to contact advocacy bodies
  • A central coordinator to check on families and make phone calls to check up on people
  • More face to face communication
  • Having assistance to understand where to go and what to do
  • Better more streamlined communication

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