Page 12 - Just Better Care Contractor Handbook

Arriving at Contracted Services
When you arrive, introduce yourself
to the customer. Make sure you have the correct customer, ask them if you have their name right and confirm the service you are there for. If they have any changes that you are not sure about, always call the Just Better Care office.
If a customer refuses services or is not at home for a service, contact your immediately. Just Better Care will check the service details and contact the customer (or other nominated person) for directions as to how to respond to the particular circumstances.
Note: Contractors may only carry out services when the customer is present in the home.
Privacy and Respect
Each person’s view on and sensitivity to privacy is different. The way people feel about privacy is based on many things including personal circumstances, culture, beliefs, past experiences and sensitivity of the information.
Always remember as a contractor providing services that you are a visitor in a private home. Please conduct yourself in a professional manner at all times and always maintain privacy & confidentiality.
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 contact Just Better Care
should any damage occur. Contractors should refrain from parking in a customer’s driveway.
When you are invited or if there is an access requirement, you may park in the customer’s driveway.
When you have finished the service/s, you have been engaged to perform, 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 essential information about customers who are receiving ongoing services. Feedback forms are to be completed upon request.
Any changes, incidents or complaints during a service must be reported immediately to Just Better Care.
Documentation of services provided is important when meeting the duty of care and provider requirements.
The transfer of information in the form of accurate documentation and feedback ensures customer safety and continuity of care.
If there was an incident that took place during a service, or a change
in the customer’s health condition, this must also be reported in writing to Just Better Care and you must provide any further information requested to enable further review with the customer and/or their family members.
Service Delivery & Feedback
Just Better Care© Contractor Handbook 12