Case Management &
Support Coordination

How you use Client Centred Home Care (CCHC) is up to you. If you engage CCHC for Support Coordination or Case Management, it includes all 6 of the below services. Even if you receive your service delivery from another provider, we will still ensure to monitor and review all the care and services you receive.

Information and Referral

This is the first initial point of entry into CCHC. If you’re thinking about care, we encourage you to give us a call and we can discuss what we do, your circumstances and what types of services may be suited to your lifestyle. You can also check out our website and decide if we look like a good fit for you.

Intake and Assessment

The first part of our Intake Assessment begins with one of our Case Managers or Support Coordinators visiting your home, or book in a Telehealth Intake Assessment with you. This assessment generally takes around one hour and is a holistic assessment of your life, your health, mobility, diet and nutrition, current supports, social and community connections and all the things that are important to you. During this intake assessment our Case Managers/Support Coordinators truly want to get to know you, as this is one of the most important parts of what makes CCHC stand out from other support companies. You are welcome to have a friend or family member with you to help you through the assessment process and in answering any questions that might be important for us to know about you. During this assessment your Case Managers/Support Coordinators will be able to look at any funding you have, answer in questions you may have and identify what you would like to achieve through our services.

Care Planning

After the Intake Assessment the Case Manager/Support Coordinator will compile everything discussed, including what is important to you, and create a care plan tailored to you. Before services are implemented this care plan will be approved by you to ensure we have accurately captured what services and support you want, when you need this support and where we are needed. 

During this phase the Case manager/Support Coordinator will carefully think about our team of staff and find a good fit for you based on your interests, goals, and their qualifications.   

If we don’t have a support member who will be a good fit for you don’t worry, we will find one for you. We want you to be happy with your support staff and build a positive and long-term relationship, so we will do everything possible to find the right fit for you.

Service Delivery

If you already have a Case Manager or Support Coordinator and you are just looking for staff to provide your direct care and services then let us know the days, times, and the kind of staff you are looking for and we will roster them to you at the agreed day and time each week to keep things consistent for you.

This is where you meet your staff, and they begin to provide you with the direct care and services that you have either directly requested or that you have requested in your care plan.

Service delivery includes:

• Rostering the same staff to you at the times and days you have requested
• Replacing the staff if your regular staff is sick or on leave
• Swapping staff if they are not the right fit for you
• Communicating with you if there are any changes
• Working with you if you need to make any changes
• Ensure our staff maintain their professional currency, qualifications and upskill if they need additional education or training

Ongoing Monitoring of Care and Services

Evaluating and improving our participants/clients experience and outcomes is an ongoing priority for Client Centred Home Care (CCHC). It is important to monitor your progress so you can see how you are progressing. It is also important for us to identify any gaps in service provision, or any declines in your mental or physical health, so we can support you accordingly.

We monitor your care and services on an ongoing basis by:

• Keeping case notes to track your progress and changes
• Checking in with you or your approved representative to ensure things are running smoothly, or if any changes need to be made
• Communicating with our staff to identify any gaps in service delivery
• Updating your health, medical, and personal information to ensure our records are accurate
• Tracking our staff’s qualifications and currencies to ensure they are kept up to date, so you receive best practice standards each time we see you
• Conducting internal audits of processes and policies to make sure data is being accurately recorded and staff are following policies and procedures
• Acting on health and safety concerns, misses and accidents so we can investigate and implement new processes

Ongoing Review of Care and Services

This is an opportunity for you and the organisation to work together to improve the quality of our care and services. An annual review of your care plan is conducted with each client/participant via their support coordinator or case manager. You can also request a review at any time throughout the year. The purpose of this review is to assess the appropriateness of the services in meeting your goals, to identify any new goals or any referrals that you may need. The outcome of the review could be that no changes need to be made, or it could be that you need an increase or decrease in services. In situations where the care plan no longer reflects the outcomes of the assessment, a new assessment will be undertaken.