1) Purpose and Scope

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Purpose

These terms and conditions govern service delivery including service access, ongoing assessment, planning and delivery and client contributions (fees) set by Balwyn Evergreen Centre (BEC). It also includes BEC role in providing advocacy, care and infection control in the delivery of quality services. It establishes principles, obligations, and controls to ensure BEC is accountable to all clinets by:

• Ensuring the client is a partner in ongoing assessment and planning that helps them to get the care and services they need for health and wellbeing (including personal and clinical care)

• The client is treated with dignity and respect and able to maintain their identity. They can make informed choices about care and services and live the life they choose.

• Respecting a clients right to have an appointed supported decision maker present should they choose to have oneEnsuring fairness and consistency in service delivery and client contributions.

•  Ensuring that clients who can, contribute towards the costs of their activities.

• Clients who cannot afford to contribute will not be disadvantaged.

• Fees are set responsibly, ethically, and in full compliance with the values that guide our mission.

Our mission — to foster a community of friendship, health, wellbeing and independence for people aged 65 and older — places the dignity, safety, and privacy of our clients at the centre of everything we do. This commitment extends fully to how we adopt and set fees.

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Scope

This policy applies to all clients of Balwyn Evergreen:

• Commonwealth Home Support Program Clients

• Private Clients

• Support at Home Clients

• NDIS Clients

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What is Covered

This policy covers all services that are delivered by Balwyn Evergreen Centre, their associated fees, clients right to supported decision makers and infection control.

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2) Service Delivery Principles

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We undertake:

• BEC will offer each client access to services based on consultation (with the client and/or clients appointed supported decision maker), equity, consideration of available resources and program eligibility.

• Each client will be comprehensively assessed, and consumer needs will be documented and agreed before commencing care and service delivery.

• Assessment and planning will focus on optimising health and wellbeing in accordance with the consumer’s needs, goals and preferences.

• Encourage and foster independence and respect consumer choices.

• To practice fairness and consistency in services and fees.

• Clients are informed before commencement of service, the contribution amount within Individual Client Service Agreement. In accordance with Individual Client Service Agreement and Associate Provider Agreements inform of any fee changes within a reasonable time.

• Hardship: clients experiencing genuine hardship and are unable to pay the requested client contribution, can apply, in writing, to the CEO before commencing services, explaining why they believe they are unable to pay and arrangements will be made for those clients.

• Revenue from fees will be used to support ongoing service delivery.

• Fees are calculated using the cost of delivery of the service method including overheads and employee wages minus government subsidies (if applicable). They are reviewed annually in July.

• Payments that are over 28 days late will incur a late payment fee of 5% per month overdue. Clients who have organised for their Support at Home provider to pay their invoices are liable for any unpaid invoices as per section 4 of the individual service agreement.

• Clients attending services that are required to be booked in advance including but not limited to transport, outings, or services that include a meal, must provide notice of cancellation before 9am of the day of service or a cancellation fee will be charged.

• All reasonable steps are taken to safeguard clients, volunteers, staff and stakeholders from infection.

• Risks to clients, staff, volunteers and the organisation are identified and managed.

• Each client can access support in a safe environment that is appropriate to their needs.

 

3) Legislative, Regulatory and Policy Frameworks and References

 

All setting and collection of fees at BEC must comply with the following Australian legislative and regulatory requirements, internal policies and documents:

• Aged Care Act 1997 (Cth): Includes obligations around quality care, client rights, and dignity that extend to client contributions.

• Aged Care Quality Standards: Standard 1 (The Individual) and Standard 3 (Personal Care and Clinical Care) are particularly relevant.

• My Aged Care Framework: Govern access and information sharing for Commonwealth-funded aged care services.

• Disability Discrimination Act 1992 (Cth): Ensure contributions do not discriminate against clients based on disability.

• Individual Client Service Agreement: Explains services to be delivered to clients and the associated fees.

• Associate Provider Agreements: Outlines time frames for notification of fee changes.​

• OPAN Supported Decision Making Toolkit: Outlines provider obligations in providing information, advocacy and working with appointed Supported Decision making.

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