Resources
Visions and Values
Cittamani Hospice Service Ltd
Mission Statement
Cittamani Hospice Service Ltd offers professional home based palliative care to people who are dying and their families, by honouring individual choices and providing compassionate care.
Our Vision
Our vision is the creation of a healthy community for the terminally ill and their loved ones through the provision of a community hospice service. We believe that Hospice and Palliative Care is best provided under a Primary Health Care focus.
We aim to provide the highest quality service to people with terminal illnesses and their loved ones, from the time of diagnosis through the bereavement period. Our belief is that this service is best provided in a healthy and supportive community where death, dying and bereavement is openly discussed and accepted.
Promotion of healthy dying requires terminally ill adults and children and their loved ones to have choice in where and how they spend their remaining life. To support this choice, a range of in-patient and community services plus the availability of knowledgeable networks of community members are required to ensure continuity of care and the provision of high quality palliative and hospice care.
To Cittamani Hospice Service, hospice is a holistic approach to care rather than a place.
Our approach includes:
• holistic client-centred care
• hospice at home program
• multidisciplinary teamwork
• community participation
• hospital/general practitioner/community services collaboration
• a bereavement support program
• community and professional education in issues of death and dying
• a cottage hospice and day hospice is envisaged as a future development
Cittamani Hospice Service views itself as existing within a comprehensive and integrated health network, and acting as a model for community based hospice services both within Australia and overseas.
VALUE BASE
Our vision springs from a Buddhist value base, which includes: –
1. The value and dignity of all life
This finds expression at Cittamani in valuing all people equally, regardless of beliefs, values, personal preferences or social differences. We actively promote human dignity seeing our clients as whole beings with physical, emotional, spiritual and social dimensions. We recognise the basic human needs of kindness, co-operation and respect, and seek to establish these principles as the basis of all our individual, team, and corporate relationships. Since death is part of the cycle of life, we believe that people undergoing the dying process should not be separated from their everyday life and should continue to be valued as a full member of the family and community. Cittamani Hospice Service recognises that healing
can occur on dimensions other than the physical with personal growth and high quality of life being possible for people right up until their death.
2. Compassionate service
We recognise suffering as a universal experience with compassion springing from this recognition. At Cittamani, compassion is expressed in a high quality service to terminally ill people and their loved ones. We aim to provide relief from physical, emotional, spiritual and social suffering while promoting the highest possible quality of remaining life.
The provision of a supportive open environment for the individual undergoing the dying process calls for the establishment of the same environment for carers and staff. As well as providing expert hospice care our staff strive for open, non-judgmental attitudes of acceptance and caring in relationship with their clients and each other.
3. Empowerment
Cittamani Hospice Service is committed to the empowerment of the client, their loved ones, and the community as a whole. This commitment is based upon the belief in human potential for individual and social development and the right to autonomy and free choice.
We are actively involved in the promotion and support of choice and control by terminally ill people and their loved ones. We affirm our client’s ability to choose what is right and best for them. Effective choices can be linked to relevant knowledge. Cittamani Hospice Service is involved in the provision of education to individuals and the community on modern palliative care, and on living healthily during the dying and bereavement processes.
We are actively involved in the community we serve taking part in debate, research and appropriate advocacy towards the building of healthy Public Policy in the area of quality living for the terminally ill and their loved ones. Community involvement also includes
participation by community members in the researching and management of Cittamani as well as participation in the volunteer program, which is an integral part of our service.
4. Universal Responsibility
We perceive individuals as existing within a state of interconnectedness with an understanding of being part of a larger human family. Within this context we share responsibility for the well being of other members of our community. This principle underpins the axioms of compassionate action and empowerment, directly translating into a collaborative working style and promotion of the sense of community.
Cittamani Hospice Service actively seeks collaboration with other health and community organisations in order to ensure continuity of care and the highest standards of care for all members of the community. All staff, both salaried and volunteer, actively participate in, and share responsibility for, the development and maintenance of the highest quality service we can collectively offer.
Open Disclosure
Quality Policy
Cittamani Hospice Service’s quality policy is to achieve a sustainable, high quality palliative care service which consistently satisfies the needs and expectations of its clients, provides a safe and supportive environment for staff and volunteers, and is consistent with the service’s vision and values.
This level of quality is achieved through the organisation’s unequivocal commitment to its quality system and the adoption of a system of procedures that reflect the competence of Cittamani Hospice Service to existing clients, potential clients, and independent auditing authorities.
Information Privacy and Security
General
Cittamani Hospice Service is committed to protecting your personal information and fulfilling our obligations under the Privacy Act 1988 (Cth) and the National Privacy Principles.
Collection
We may collect and hold personal information about you, including your name, date of birth, gender, address, phone number, facsimile number, email address, health information, and/or other information and data relevant to providing you with the services you are seeking.
The personal information that we collect and hold about you depends on your interaction with us. Generally, we will collect and hold your personal information for the purpose of:
- Providing services to you
- Accepting any donations you may make
- Providing you with information about other services that we offer that may be of interest to you
- Providing you with information about fundraising ventures that we are undertaking
- Facilitating our internal business operations, including the fulfilment of any legal requirements
- Recording statistical data
Personal information will generally be collected directly from you by us. There may, however, be some instances where personal information about you will be collected indirectly because it is unreasonable or impractical to collect personal information directly from you. This would include for instance medical information provided by other health care professionals such as your GP.
Use and Disclosure
Generally, we only use and/or disclose personal information about you for the purposes for which it was collected (as set out above). Although, we may disclose personal information about you to:
- Service providers, who assist us in operating our business
- Our related entities
- Regulatory bodies as required by law
Security
We store your personal information in different ways, including in paper and in electronic form. The security of your personal information is very important to us. We will take all reasonable measures to ensure that your personal information is stored safely, to protect it from misuse, loss, unauthorised access, modification or disclosure, including electronic and physical security measures.
Access
You may access personal information we hold about you, upon making a written request. We will endeavour to acknowledge your request within 14 days of its receipt and to provide you with access to the information requested within 30 days. We may charge you a reasonable fee for processing your request.
We may decline a request for access to personal information in circumstances prescribed by the Privacy Act 1988 (Cth).
If, upon receiving access to your personal information or at any other time, you believe the personal information we hold about you is inaccurate, incomplete or out of date, please notify us immediately. We will take reasonable steps to correct the information so that it is accurate, complete and up to date.
Electronic Mail
This section applies to all emails received from Cittamani Hospice.
All information contained in emails received from Cittamani Hospice, including any attachments received with the emails, is confidential and for the sole use of the intended recipient(s). This confidentiality is not waived or lost, if you receive it and you are not the intended recipient(s), or if it is transmitted/received in error.
Any unauthorised use, alteration, disclosure, distribution, or review of information contained in emails received from Cittamani Hospice is prohibited. The information contained in all emails from Cittamani Hospice, including any attachments, may be subject to a statutory duty of confidentiality if it relates to health service matters.
If you are not the intended recipients(s), or if you have received an email from Cittamani Hospice in error, we request that you immediately notify the sender by phone or by return email. You should also delete this email message and destroy any hard copies produced.
Updates
Cittamani reserves the right to update the above privacy and security provisions from time to time, without notice to you.
Feedback
If you have any queries or concerns about our information privacy and security strategies, or the way in which we handle your personal information, please contact our Executive Director at:
Address: Cittamani Hospice Service, P O Box 324, Palmwoods Qld 4555
Phone: 07 5445 0822
Email: info@cittamanihospice.com.au
Complaints Policy
Policy:
Cittamani Hospice Service is committed to providing the highest possible quality of service to our clients and to working effectively with other health care providers. Our vision and values statement emphasises the value and dignity of all life and a commitment to kindness, honesty, co-operation and respect as the basis of all our individual, team, and corporate relationships.
Cittamani adheres to the Australian Open Disclosure Framework (2013). We consider the receipt of a complaint about our service as a valuable opportunity to improve and develop and we are committed to respond in a manner that accords with the core values outlined above.
Scope:
This Policy is intended to apply to any complaint, regardless of who makes it.
We regard a complaint as any expression of dissatisfaction about our organisation, our staff, our volunteers, or anyone else acting on our behalf.
A complaint may be made by a person to whom we deliver services or who is affected by our services, a local organisation with which we work, donors, or a member of the public.
Publicising this Policy:
People will be made aware of our Complaints Policy through our Rights and Responsibilities Document (given to all clients on admission) and our Website.
How complaints may be made:
Complaints may be made by phone, in writing or in person. They will be managed by Cittamani’s Director or Senior Social Worker.
How Complaints will be managed:
The Director or Senior Social Worker will acknowledge receipt of the complaint, review what has occurred and make an initial assessment. Except in cases of serious complaint, the Director, in consultation with other members of the Senior Management Committee, will investigate the matter thoroughly, having regard to the principles of natural justice and decide on the most appropriate response to issues raised in the complaint e.g. changes to the way in which Cittamani operates, training, counselling or disciplinary action.
In the case of a serious complaint, where there has been an allegation of a serious breach of policy or the Staff Code of Ethics, the complaint will be immediately escalated in the organisation. These complaints will be managed by the Director in consultation with the Chairperson of Cittamani’s Board.
Timeframes:
We will seek to resolve the complaint as quickly as possible and to the satisfaction of all parties. The objective is that all complaints can be resolved within 30 days. However, if this is not the case, the Director will inform the complainant of the progress that has been made by the end of 30 days.
Confidentiality:
The complainant’s name and personal details will not be revealed to anyone outside Cittamani without permission.
Recording Complaint Data
A Complaints Register is maintained by Cittamani as part of our Quality Management Program and all complaints received are reported to Cittamani’s board.
Safeguarding Policy
Policy Statement
1. All people, regardless of their age, gender, race, religious beliefs, disability, sexual orientation, or family or social background, have equal rights to protection from abuse, neglect, or exploitation.
2. Cittamani Hospice Service commits to promoting and protecting the welfare and human rights of people that interact with, or are affected by, our work – particularly those that may be at risk of abuse, neglect, or exploitation. We will take a survivor-centric approach in all that we do.
3. All staff, volunteers, partners and third parties of Cittamani share responsibility for protecting everyone from abuse, neglect, or exploitation. Beyond this, particular people have specific responsibilities, and they must carry out their duties without exception.
4. Cittamani has a process for managing incidents or complaints that must be followed when one arises.
Purpose
5. The purpose of this policy is to:
a. Help protect people that interact with, or are affected by, Cittamani Hospice Service.
b. Define the key terms we use when talking about protecting people or safeguarding.
c. Set out and develop the way Cittamani manages safeguarding risks.
d. Set out the specific roles and responsibilities of persons working at and with Cittamani.
e. Facilitate the safe management of incidents.
f. To support a positive and effective internal culture towards safeguarding.
Definitions
6. ‘Safeguarding’ means protecting the welfare and human rights of people that interact with, or are affected by, Cittamani Hospice Service, particularly those that might be at risk of abuse, neglect, or exploitation. This refers to any responsibility or measure undertaken to protect a person from harm.
7. ‘Abuse, neglect or exploitation’ means all forms of physical and mental abuse, exploitation, coercion, or ill-treatment. This might include, for example:
a. Sexual harassment, bullying or abuse.
b. Sexual criminal offences.
c. Threats of, or actual violence, verbal, emotional or social abuse.
d. Cultural or identity abuse, such as racial, sexual or gender-based discrimination or hate crime.
e. Coercion and exploitation.
f. Abuse of power.
8. ‘Reasonable grounds to suspect’ is a situation where a person has some information that leads them believe that abuse, neglect, or exploitation has taken place, is taking place, or may take place. It comes with a low burden of proof (in fact, no proof is needed at all), but is based on some information. Questions that may help a person to determine whether they have ‘reasonable grounds to suspect’ might include:
a. Could you explain to another person why you suspect something? This helps to make sure that your suspicion is based on information, even if you have no proof.
b. Would an objective other person, with the same information as you, come to the same conclusion? This helps to make sure that your suspicion is as objective as possible.
9. A ‘survivor-centric approach’ means considering and lawfully prioritising the needs, right and wishes of survivors.
Roles and responsibilities
10. While the responsibility to protect people is shared by all who work at or with Cittamani, some individuals have specific obligations with which they must comply.
11. The members of the board of Cittamani Hospice Service are responsible for:
a. Protecting all people that interact with or are affected by Cittamani.
b. Ensuring that there are appropriate and effective ways for Cittamani to do this.
c. Ensuring that Cittamani observes all relevant laws relating to safeguarding.
d. Ensuring that Cittamani takes a survivor-centric approach.
12. The Executive Director of Cittamani must:
a. Ensure Cittamani has effective and appropriate ways to manage safeguarding and legal compliance.
b. Ensure the appointment of Designated Safeguarding Leaders with appropriate skills and competency.
c. Ensure that, within the charity’s approach, reasonable steps are taken to protect people.
d. Ensure that reports to external parties are made where required.
e. Ensure that FPMT is notified where appropriate as per Doc #0650 Safeguarding – FPMT Reporting.
13. Cittamani’s Designated Safeguarding Team, will include:
• The Board Chair
• The Executive Director
• The Manager, Nursing Services
• The Manager Social Work Services
They will:
a. Be the contact persons for reporting abuse, neglect, or exploitation.
b. Manage reports of abuse, neglect, or exploitation.
c. Ensure that all staff, contractors, and volunteers are aware of relevant laws, policies and procedures, and Cittamani’s Code of Conduct.
d. Ensure that all staff, contractors, and volunteers are aware of their obligations to report suspected incidents of abuse, neglect, or exploitation.
e. Provide support for staff, contractors, and volunteers in undertaking their responsibilities.
f. Ensure that the anyone involved with Cittamani is aware of the members of the Designated Safeguarding Team and how to contact them as well as how to access this policy.
14. All Managers of Cittamani must:
a. Promote a positive culture towards safeguarding.
b. Implement this policy in their area of responsibility.
c. Ensure that the risks of incidents have been considered in their area of responsibility.
d. Ensure that there are appropriate controls in place to prevent, detect and respond to incidents.
e. Facilitate the reporting of any suspected abuse, neglect, or exploitation.
f. Take a survivor-centric approach to potential incidents and ensure that any incident is dealt with transparently and accountably.
15. All Staff and Volunteers of Cittamani must:
a. Familiarise themselves with the relevant laws, the Code of Conduct, policies, and procedures for safeguarding.
b. Comply with all requirements.
c. Report any incident to a member of the safeguarding team when it is reasonable to suspect that a person’s safety or welfare is at risk.
d. Report any suspicion that a person’s safety or welfare may be at risk to a member of the safeguarding team.
e. Provide an environment that is supportive of everyone’s emotional and physical safety.
Managing safeguarding risk
16. The way Cittamani Hospice Service manages the risks of safeguarding will be:
a. Holistic. Cittamani and its stakeholders will work to prevent, detect, and act on incidents.
b. Risk-based and proportionate. Cittamani will regularly assess the risks to people in its operations and develop proportionate controls to mitigate those risks.
c. Survivor-centric. Cittamani will put survivors at the heart of its approach to safeguarding.
d. Lawful. Cittamani will ensure that it understands and complies with the law in everything it does, in all jurisdictions in which it works.
17. Cittamani Hospice Service will manage safeguarding effectively by:
a. Having up-to-date and documented risk assessments.
b. Having an action plan that sets out how it will manage safeguarding.
c. Adhering to this Safeguarding Policy and Cittamani’s Code of Conduct.
d. Doing due diligence checks of staff, volunteers and third parties.
e. Implementing policies, procedures and systems that introduce controls to reduce the likelihood and consequence of incidents.
f. Conducting awareness-raising for stakeholders on risks, expectations, and individual responsibilities.
g. Maintaining two reporting processes: the confidential reporting process, and the overt reporting process.
h. Having an incident response plan.
i. Monitoring and reviewing the effectiveness and proportionality of its safeguarding approach.
Managing incidents
18. Harassment, abuse, neglect, and exploitation are all serious misconduct and Cittamani reserves the right to:
a. Take disciplinary action against those it believes are responsible, which may include dismissal.
b. Take civil legal action.
c. Report the matter to law enforcement or other appropriate bodies.
d. All staff, volunteers and third parties must, as soon as practicable, report any suspicion that an incident has taken place, may be taking place, or could take place. They may do this through direct reporting to any member of the Designated Safeguarding Team.
Reporting suspected incidents
19. If a person wants to report confidentially, including with anonymity, they may use the confidential reporting system, which is as follows:
• Staff, volunteers or members of the public can use the form available on Cittamani’s website and post to Cittamani.
• Staff may also report concerns confidentially to one of Cittamani’s Employee Assistance Program counsellors.
20. If a person believes that another person is at risk of immediate harm or the victim of a criminal offence, they must dial 000 – Emergency Services.
Responding to suspected incidents
21. All suspected, perceived, potential or actual incidents will be managed through the incident response plan.
External reporting
22. Cittamani will:
a. Report any suspicion of a criminal offence to the police or the relevant criminal judicial body.
b. Work with statutory agencies as appropriate
c. Meet all donor requirements regarding the reporting of incidents.
d. Report any qualifying matter to the ACNC.
e. Report any qualifying matter to FPMT
Privacy and data protection
23. All personal information considered or recorded will respect the privacy of the individuals involved unless there is a risk to someone’s safety. Cittamani will protect personal information.
24. Cittamani’s Privacy Policy applies.
25. For issues related to safeguarding and potential risk of harm, please complete the form below. Your comments are confidential and anonymous.
Cultural and Linguistic Diversity Policy
Cittamani Hospice Service strives to meet the cultural needs of clients and families in the Sunshine Coast community, in accordance with the Australian standards for Palliative Care. Cittamani Staff are offered Cultural Awareness Training, including education and development programs, that build an understanding of diverse cultural traditions.
- The cultural needs and requests of the client and family are identified, documented, and accommodated wherever possible.
- The interdisciplinary team should use appropriate cultural resources, including interpreter services. Cittamani may access the Free Interpreting Service to support the delivery of services to people who are dying and their families.
Cittamani’s Translating & Interpreter Service (TIS) National client code details are available on the shared document server for all staff to access as needed.