Page 38 - Staff Handbook 2024

Customer Property
When in a customer’s home or on
their property, you are required to
respect their belongings and take
every care not to cause any damage.
You must complete an Incident Report
should any damage occur.
Employees should refrain from
parking in a customer’s driveway.
Customers may invite you to park in
their driveway or it may provide better
access for a customer when delivering
a transport service.
When you are invited or there is an
access requirement, you can park in
the customer’s driveway. When you
have finished a service, you are to leave
the vicinity of the customer’s property
as soon as it is practical to do so.
Customer Feedback
Customer feedback provides us with
essential information about customers
who are receiving ongoing services.
Feedback forms are to be completed
during the last five minutes of each
shift, or immediately following a
service using the Mobile App.
Note—if you are not using the app,
feedback should still be reported to
the office via the customer feedback
e-form on the Intranet.
Any changes, incidents or complaints
during a service must be reported
immediately to your Coordinator.
Documentation of care through
customer feedback forms or
communication books is important
when meeting the duty of care
requirements.
38 This information provides a current
picture of a customer’s health status,
support needs and care requirements.
The transfer of information in the
form of accurate documentation and
feedback ensures customer safety and
continuity of care.
Customer feedback forms are available
in the Mobile App or online through
the Intranet as an e-form (see right-
hand column on the home page). The
Mobile App is the preferred method of
feedback for many offices.
If there was an incident that took
place during a service, or a change in a
customer’s health condition, this must
also be reported as an incident (using
the Incident Report Form on the
Intranet home page or Mobile App).
Communication Book in the Home
A customer, their family member
or Case Manager may keep a
communication book in the home.
If you are asked to make a record of
a service, use bullet points and do not
offer your opinion – refer to facts and
objective observations only.
All documentation relating to
customers should be carefully written,
as the communication book serves as
a valuable means of communication
between staff across shifts.
When handwritten notes are required
in a customer’s communication book
it is important to ensure notes are:
•
Printed and can be easily read
•
Signed and dated by the individual
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