Create a document that will be used

Create a document that will be used to train the administration team in customer service focusing on people with a disability. Ensure you: Outline the MHC Customer Service Standards Outline techniques for dealing with patients with disabilities Focus on the problems and the solutions Encourage and motivate staff to provide better customer service and to help them overcome difficulties in meeting MHC customer service standards MHC employees should be trained in how to interact and communicate with patients with disabilities and guided by the principles of dignity, independence, and equality. Image transcription text Customer Service Developing and nurturing patient expectations requires a thorough understanding of the patients’ expectations and perceived value of their care during the heatthcare customer service experience. “… Show more Image transcription text “Patients expect the staff to show they care about them during every interaction.” Patients are developing their opinion from the moment they walk in the door. We want to ensure that we make that first imp… Show more Image transcription text Customer Service Standards We will follow the below customer service standard s: 7 We will be courteous, respectful and have empathy I We will always make sure patients are treated with courtesy and respe… Show more Image transcription text ‘7 We will be professional and useappropriate language I We will hold ourselves and each otheraccountable foraddressing inappropriate comments and behaviour. I We will use appropriate language a… Show more Image transcription text T We will meet timelines I We will ensure that all of our interactions with patients are done so in a timely manner I We will schedule appointments. that minimise wait times I We will ensure patients understand a… Show more Image transcription text 7 We will uphold privacy and confidentiality – We will comply with relevant legislation and regulations in relation to privacy and confidentiality of our patients. I We will ensure that patients details are not discusse… Show more Image transcription text Y What do patients expect from healthca re customer service experiences? Developing and nurturing patient expectations requires a thorough understanding of the patients’ expectations and perceived valu… Show more Image transcription text 1 Marketing, Promotion and Public Relations [PR] Marketing refers to activities undertaken to promote the buying or selling of a product or service. Marketing includes advertising, selling, and delivering p… Show more Image transcription text Practice Manager I Clarify the core service values to be adopted by staff and communicate those values to staff I Modelling those values to ensure staff will embrace those values I Provide training and developm… Show more Image transcription text 1′ Dealing with common patient requests Test Results: For good quality care, all patients are required to makean appointment to see a Doctor for all results. To ensure strict patient confidentiality and compliance … Show more Image transcription text vaccines: If you have a vaccine with you, please hand it to reception staff on your arrival for refrigeration. vaccines should be carried in a cold pack from the purchase point and kept cool. Patient Feedback: If; for any r… Show more Image transcription text 7 Finding out more about human rights 1What are human rights? Human rights recognisethe inherent value ofeach person, regardless of background, where we live, what we look like, what we think or what we beli… Show more Image transcription text The T” basic healthcare rights are listed below: Access: You have a right to healthcare services and treatment that meet your needs. Safety: You have a right to receive safe and high—quality healthcare that m… Show more Image transcription text I Privacy: You have a right to have your personal privacy respected — information about you and your health must be kept secureand confidential. I Give feedback: You have a right to provide feed back or make a… Show more Image transcription text I Acknowledgementofsocial, economicJ cultural, historic and behavioural factors influencing health at the individual, commu nity and population levels – Having knowledge of respect for and sensitivity towards the c… Show more Image transcription text 7 You are communicating with individuals Beware of assumptions. Cultu re gives useful clues but don’t assume all people from a certain cultural background share the same beliefs and ways of behaving. Peo… Show more Image transcription text 1′ Speak clearly and concisely Speaking clearly doesn’t mean speaking slowly {which can seem patronising]. Use your natural pace but sound words out properly. Also, break down information into manageable ch… Show more Image transcription text ‘7 Customer Service for People with Disabilities Patients with disabilities are simply: patients. They may have different ways of communicating with you or performing tasks, various tools to assist them, and certain adju… Show more Image transcription text Etiquette Principles and Language Guidelines for People With Disabilities Etiquette relies on common sense and general principles that you would apply when interacting with all customers. Here are :iue principl… Show more Image transcription text Respect Let’s say that you have a customer who is deafwalk into your practice and they have a sign—language interpreter with them. Now, often people will speak directly to the interpreter while ignoring the d… Show more Image transcription text Displaying 3 Welcoming Attitude One of the essential components of good customer service is making people feel welcome. For example, let’s say that you encountera person who is in a wheelchair. thentimes, peopl… Show more Image transcription text Patience WhEfl you’re providing customer service to people with disabilities, the interactions can sometimes take more time, and that’s okay. For example, you might have someone who has a speech disability … Show more Image transcription text A Desire to Help A strong desire to help is at the heart of all customer service interactions and particularly in healthcare. Here’s a keythingto keep in mind: not all patients with disabilities will need orwant help. F… Show more Image transcription text 1’ Complaints and Triage Well-managed complaints can benefit our clinic. We see complaints as an opportunity to build strong, lasting relationships with patients and improve our customer service. Customer complai… Show more Image transcription text T LenglaTIOl’I Examples of how you stay within this.l Lair.l Check on any legal obligation or restrictionsthat apply to your patient interactions Obtain the necessary permission or clearance for an action Obtain all … Show more Image transcription text Statutory,r Notifications All Australian states and territories have legislation that requires medical practitioners to report cases of child abuse to the appropriate child protection service. In some cases, workers a… Show more Information concerning Australia and the Convention on the Rights of Persons with Disabilities AUSTRALIAN HUMAN RIGHTS COMMISSION SUBMISSION TO THE UN COMMITTEE ON THE RIGHTS OF PERSONS WITH DISABILITIES 11 MARCH 2013 Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 2 Table of Contents 1 Introduction ………………………………………………………………………………………………….. 3 2 Summary ……………………………………………………………………………………………………… 3 3 Legal framework for human rights protection (article 4) …………………………………. 4 3.1 National Human Rights Consultation ………………………………………………. 4 3.2 National Human Rights Framework …………………………………………………. 4 3.3 National Human Rights Action Plan ………………………………………………… 5 3.4 Disability Discrimination Act 1992 (Cth) ………………………………………….. 6 (a) Public transport …………………………………………………………………………….. 7 (b) Access to premises ……………………………………………………………………….. 7 (c) Access to services ………………………………………………………………………… 8 (d) Education …………………………………………………………………………………….. 8 3.5 Consolidation of Australia’s discrimination laws ……………………………… 9 3.6 National Disability Strategy …………………………………………………………….. 9 3.7 National Disability Insurance Scheme ……………………………………………. 10 4 Discrimination on the basis of disability ………………………………………………………. 11 4.1 Violence against people with disability in institutional settings (articles 3, 4, 5, 15, 16, 17) ………………………………………………………………………….. 11 4.2 Access to justice (articles 3, 4, 5, 13, 14) ……………………………………….. 12 4.3 Involuntary and non-therapeutic sterilisation (articles 3, 4, 5, 6, 7, 12, 15, 16, 17, 23) ……………………………………………………………………………….. 13 4.4 Employment of people with disability (articles 3, 4, 5, 27)……………….. 13 Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 3 1 Introduction 1. This submission is made by the Australian Human Rights Commission, Australia’s national human rights institution. It outlines a number of issues that the Commission suggests should be considered by the Committee on the Rights of Persons with Disabilities as it develops a List of Issues Prior to Reporting ahead of the consideration of Australia’s initial report regarding the implementation of the Convention on the Rights of Persons with Disabilities (Disability Convention). 2. In these comments, the Commission aims to provide the Committee with information on a number of key issues that the Commission believes may be relevant to the Committee in considering Australia’s implementation of the Disability Convention. This submission does not provide a complete assessment of Australia’s compliance with the Disability Convention, but rather draws on the relevant recent and current areas of Commission work. 3. The Commission notes the Civil Society Shadow Report to the Committee, and urges the Committee to give due consideration to the issues contained within the report in accordance with article 33 of the Disability Convention.1 4. The Commission thanks the Committee for inviting it to submit information pursuant to Rule 51 of the Rules of Procedure and looks forward to further engagement in the Committee’s review of Australia’s initial report. 2 Summary 5. The legal framework for the protection of human rights of people with disability in Australia is the Disability Discrimination Act 1992 (Cth), (Disability Discrimination Act) supplemented by State and Territory legislation and a combination of the National Human Rights Framework, the National Human Rights Action Plan, and the National Disability Strategy. The National Disability Insurance Scheme, when implemented, will also contribute to the protection of human rights. 6. March 1st 2013 marked the twentieth anniversary of the Disability Discrimination Act. The Commission acknowledged the occasion with the launch of Twenty Years: Twenty Stories by Governor-General, Ms Quentin Bryce AC CVO. 7. Through the Disability Discrimination Act definite areas of achievement include accessible public transport, access to premises, access to services and education. 8. The Commission notes however, that there is less evidence of progress in areas not addressed by the Disability Discrimination Act such as violence against people with disability in institutional settings, access to justice and involuntary and non-therapeutic sterilisation of people with disability and in the protected area of employment. Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 4 3 Legal framework for human rights protection (article 4) 9. Australia’s federal Disability Discrimination Act commenced on March 1st 1993. Protection against discrimination on the basis of disability is also available at state level.2 In recent years, the Act has been supplemented by the National Human Rights Framework, the National Human Rights Action Plan and the National Disability Strategy. The National Disability Insurance Scheme, when implemented, will also contribute to the legal framework for human rights protection. 3.1 National Human Rights Consultation 10. Many of the international human rights standards agreed to by the Australian Government, including those set out in the Disability Convention, have not been fully incorporated into Australian law. People with disability who experience human rights violations can be left without legal remedies. 11. During 2009, the Australian Government undertook a National Human Rights Consultation, seeking a broad range of views regarding the protection and promotion of human rights. The Commission, and thousands of other individuals and organisations, contributed to the Consultation. The Consultation Committee report, released in October 2009, recommended, among other things, that the federal Parliament adopt a Human Rights Act. 12. In April 2010, the Australian Government responded to the national Human Rights Consultation report by announcing that it would not introduce a Human Rights Act. Instead, it announced Australia’s Human Rights Framework, which commits to a variety of measures to strengthen the protection and promotion of human rights in Australia. While the Commission strongly welcomed the measures included in the Framework, these measures alone are not sufficient to address all of the weaknesses in Australia’s system of human rights protection for people with disability. 3.2 National Human Rights Framework 13. As noted above, in April 2010, the Australian Government responded to the national Human Rights Consultation report by announcing Australia’s Human Rights Framework. The Framework is informed by seven core human rights treaties, including the Disability Convention,3 and outlines the key measures to guide the Governments human rights work.4 These key measures include: human rights education for the community establishing a federal Parliamentary Joint Committee on Human Rights to scrutinise existing and new legislation for compliance with Australia’s human rights obligations requiring that all new federal legislation be accompanied by a statement of compatibility with Australia’s human rights obligations developing a consolidated federal anti-discrimination law Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 5 a National Action Plan on Human Rights. 14. The Australian Government has invested over $12 million in a range of education initiatives to promote a greater understanding of human rights across the community. This has included an education and training program for the Australian Government public sector which has comprised the development of resources and materials and the training of over 700 public sector employees on human rights principles. Tailored and targeted human rights training to specific sectors of the public service will also take place in 2013. 15. The Commission welcomes the above initiatives, however notes that such training needs to be comprehensive across agencies and embedded into public service practice. In particular, the Commission encourages the Australian Government to ensure that specific Disability Convention training be undertaken with the National Disability Insurance Scheme (NDIS) Launch Transition Agency (section 3.7 below).5 16. The Commission believes that the Human Rights Framework would be significantly strengthened by a greater integration of human rights in primary and secondary education. The Commission has been working with the Australian Curriculum, Assessment and Reporting Authority to ensure: human rights are reflected in the national school curriculum, and the adoption of language in the national school curriculum, which includes the learning needs of all students with disability as part of the diverse learning needs of all students. 17. The Commonwealth Parliament passed the Human Rights (Parliamentary Scrutiny) Act 2011 (the Scrutiny Act), which came into force on 4 January 2012. The Scrutiny Act provided for the establishment of a Parliamentary Joint Committee on Human Rights. This Committee was established on 13 March 2012, and has been very active in its scrutiny of the compatibility of bills and legislative instruments with Australia’s human rights obligations. The requirement that all bills and disallowable legislative instruments be accompanied by a statement assessing their compatibility has largely been complied with. The most recent example of this is the Statement of Compatibility that accompanied the draft National Disability Insurance Scheme Bill 2012 (section 3.7 below). 3.3 National Human Rights Action Plan 18. The Australian Government released the country’s third National Human Rights Action Plan on 10 December, 2012. Although Australia was the first nation to develop a Human Rights Action Plan (in 1994, following the 1993 World Conference on Human Rights), the 1994 Action Plan and its 2004 update have been widely acknowledged as having had very limited impact. In the development of a new Action Plan, the Australian Government has followed a much improved process, with substantially increased conformity Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 6 with the Handbook on National Human Rights Action Plans available from the Office of the High Commissioner for Human Rights. 19. The Action Plan contains specific actions to address the human rights of people with disability and indicates that ‘[a] key priority for the Australian Government will be continuing work on implementing the National Disability Strategy.’6 The Commission noted in its submission to the Consultation on the exposure draft of the National Human Rights Action Plan that it may be possible to update the National Human Rights Action Plan in relation to people with disability when the initial annual report to the Council of Australian Governments on implementation of the National Disability Strategy became available (then scheduled for February 2012) (section 3.6 below).7 3.4 Disability Discrimination Act 1992 (Cth) 20. The Disability Discrimination Act provides that it is unlawful to discriminate, directly or indirectly, against a person with a disability in the protected areas of public life, including employment, education, the provision of goods, services and facilities, and accommodation.8 It further provides that it is unlawful, in certain circumstances, to fail to make reasonable adjustments for a person with a disability.9 In addition, it is unlawful to discriminate against an associate of a person with a disability.10 21. The Disability Discrimination Act also provides for the appointment of a Disability Discrimination Commissioner. The present incumbent is Commissioner Graeme Innes AM.11 22. Disability is defined broadly in the Disability Discrimination Act.12 The definition of disability includes ‘the malfunction, malformation or disfigurement of a part of the person’s body’ and ‘a disorder, illness or disease that affects a person’s thought processes, perception of reality, emotions or judgment or that results in disturbed behaviour’. The Disability Discrimination Act covers a disability that presently exists, previously existed but no longer exists, may exist in the future, and is imputed to a person. 23. If a person is discriminated against because of a disability that exists, previously existed, may exist in the future, or is imputed to him or her, however that disability was caused, that person may lodge a complaint with the Commission.13 On an annual basis the largest number of complaints received by the Commission have consistently been in the area of disability (average 951 per annum over the last 4 years), with the majority of these complaints in the protected areas of employment and the provision of goods, services and facilities.14 The Commission notes that these statistics indicate that there remains substantial disability education and awareness to be undertaken in the broader community in addition to government, business and service provision. 24. March 1st 2013 marked the twentieth anniversary of the Disability Discrimination Act. The Commission marked the occasion with the launch of Twenty Years: Twenty Stories by Governor-General, Ms Quentin Bryce AC CVO.15 This collection of twenty short films demonstrates how the lives of Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 7 those with disability have changed under the Act and in some cases, how change has not eventuated. These twenty short films are available here. 25. The purpose of the twenty short films is to show that the biggest hurdle facing Australians with a disability is not disability itself but negative attitudes towards disability. The films illustrate that people with disability can make rich contributions to society if barriers in Australian schools, universities, employment, buildings and retail stores are removed. 26. Through the Disability Discrimination Act definite areas of achievement include accessible public transport, access to premises, access to services and education.16 (a) Public transport 27. Section 31 of the Disability Discrimination Act provides that the AttorneyGeneral may formulate standards in relation to the provision of public transport services and facilities. The Disability Standards for Accessible Public Transport 2002 (the Transport Standards) took effect on 23 October 2002.17 The Transport Standards set out the minimum accessibility requirements that providers and operators of public transport must comply with, as well as ensuring that access to transport is consistently improved. Since October 2002, all new public transport conveyances, premises and infrastructure must comply with the transport standards. Facilities already in operation at that time have between five and thirty years to comply with the standards. 28. The Transport Standards are to be reviewed every five years. The first review, conducted in 2007 (Report released 2011) noted that the Transport Standards had significantly changed the way that governments, public transport operators and providers thought about access to public transport for people with disability.18 29. The second review of the Transport Standards was announced late 2012 and commenced with the release of the Terms of Reference on 19 October 2012.19 One issue requiring review is whether the second or ten year compliance point, requiring compliance with the relevant Transport Standards by 55 per cent has been met across Australia.20 It is difficult to determine if this has occurred from current reporting. 30. Twenty Years: Twenty Stories short films concerning accessible public transport are ‘Access for All’, ‘Driving Change’, and ‘Graeme Innes v. Railcorp’. These films are available here. (b) Access to premises 31. Section 23 of the Disability Discrimination Act makes it unlawful to discriminate on the grounds of disability in providing access to or use of premises that the public can enter or use. From 1 May 2011, any new building open to the public, or existing buildings undergoing significant renovation, are required to comply with the Disability (Access to Premises – Buildings Standards 2010). Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 8 The Standards clarify how to ensure buildings are accessible to people with disability and meet the requirements of discrimination law. 32. The Commission prepared a Guideline on the Application of the Premises Standards in March 2011. The Commission has recently reviewed this Guideline and has developed a second version. The update is not a review of the Premises Standards themselves, but rather an attempt to draw on the experiences of building professionals, regulators, access experts and advocates over the first 18 months of implementation to identify any aspects of the Guideline that could be expressed more clearly. Version 2 of the Guideline is available here. 33. Twenty Years: Twenty Stories short films concerning access to premises are ‘A Grand Entrance’, ‘Ramped Up’, and ‘Room for Change’. These films are available here. (c) Access to services 34. The Disability Discrimination Act makes discrimination unlawful regarding access to services (section 24), except where providing non-discriminatory access would involve unjustifiable hardship. In relation to access to cinemas, captioned cinema has been in Australia since 2001 with audio description introduced in 2009. 35. In 2010, Australia’s four major cinema chains jointly announced an agreement to roll-out the Cinema Access Implementation Plan that will see more than 132 cinemas and more than 242 screens around the country capable of showing accessible films. Historically, accessible movie sessions were limited to just a few a week at major city locations. The roll-out of this plan has begun ahead of schedule and as of January 2013, there are 90 cinemas in Australia that show accessible movies on a total of 170 screens.21 36. The Twenty Years: Twenty Stories short film concerning captioning ‘Lights, Camera, Caption’ is available here. (d) Education 37. The Disability Education Standards 2005 set out principles to be applied to ensure that students with disability are able to access and participate in education and training free from discrimination, and on the same basis as other students.22 38. The level of discrimination complaints in the area of education (average 9% per annum) indicates that the Education Standards have not had a beneficial effect similar to that of the Transport Standards. The Commission considers that this could be due in part to the infrastructural changes required for access to transport compared with the attitudinal changes required for access to education. 39. The Twenty Years: Twenty Stories short film concerning access to education ‘A school in the bush’ is available here. Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 9 40. The Commission notes however, that there is less evidence of progress in the protected area of employment and in areas not addressed by the Disability Discrimination Act such as violence against people with disability in institutional settings, access to justice and involuntary and non-therapeutic sterilisation (section 4 below). 3.5 Consolidation of Australia’s discrimination laws 41. As part of its implementation of the National Human Rights Framework the Government has made efforts to consolidate all Commonwealth antidiscrimination laws into a single Act. The exposure draft legislation for the consolidated anti-discrimination law, the draft Human Rights and AntiDiscrimination Bill 2012 (the Bill) was released in November 2012. On 21 November 2012 the Senate referred the exposure draft of the Bill to the Senate Legal and Constitutional Affairs Committee for inquiry and report. Submissions on the exposure draft were requested by 21 December 2012. The Inquiry report was released 21 February 2013.23 42. The Commission welcomes the report of the Senate Legal and Constitutional Legislation Committee on the Bill to consolidate the five existing Commonwealth anti-discrimination acts, including the Disability Discrimination Act, into a single comprehensive law. 43. The Committee made 12 recommendations to improve the Bill and to ensure that it meets the aim of providing anti-discrimination laws that reduce unnecessary overlap, address inconsistencies and provide for a more user friendly system. The Commission commends the Government for the level of stakeholder engagement that was employed in the drafting process, and encourages Parliament to ensure the Consolidation Bill is passed. 44. The Commission notes that the Bill would not diminish existing rights under the Disability Discrimination Act. 45. The Commission has sought inclusion of a range of measures to improve consistency in practice and access to justice, including in relation to standing to bring discrimination matters before the Federal Court. For example, consideration of provision for initiation of matters by representative organisations and other bodies with a sufficient interest, but only by leave of the court with regard to appropriate criteria. At the time of writing this range of measures are under consideration. 3.6 National Disability Strategy 46. The National Disability Strategy 2010-2020 (National Disability Strategy),24 was formally endorsed by the Council of Australian Governments (COAG) on 13 February 2011. The focus of the first year of the National Disability Strategy was to be on the development of an implementation plan, with Community and Disability Services Ministers to report on their implementation plans to COAG after the first 12 months. Australian Human Rights Commission CRPD information concerning Australia – 11.03.13 10 47. The Commission notes that the National Disability Strategy is to play an important role in ensuring that the principles underpinning the Convention are incorporated into policies and programs affecting people with disability, their families and their carers and play an important role in protecting, promoting and fulfilling the human rights of people with disability.25 48. The National Human Rights Action Plan (see section 3.3 above) provides that the Australian Government would continue to work on preparing a national action framework for implementing the National Disability Strategy.26 49. The National Disability Strategy 2010-2020 Report to COAG 2012 was presented to COAG on 15 January 2013.27 The report incorporates Laying the Groundwork 2011-2014, the first of three implementation plans that establish the foundations for delivering and reporting on the National Disability Strategy. Periodic reporting on a bi-annual basis has been introduced to monitor the progress of implementation of the National Disability Strategy. 50. The Commission welcomes the release of the first implementation plan. At the same time, the Commission is deeply concerned that the delayed release of the implementation plan has placed significant delays on the National Disability Strategy. 51. The Commission notes that the draft trend indicators included in the implementation plan and identified in the initial strategy will be utilised to demonstrate change over time. The Commission acknowledges that work with respect to the draft trend indicators will be conducted in the early part of 2013. However, the Commission is concerned at the lack of development of performance indicators to demonstrate change over time in the six outcome areas of the National Disability Strategy. 3.7 National Disability Insurance Scheme 52. The Commission welcomed the announcement of the first stage of a National Disability Insurance Scheme (NDIS) from July 2013 which will provide people with disability to access care and support services.28 The Commission notes that it will be essential for there to be active engagement with people with disability, their families and carers in the development, implementation and monitoring of the NDIS to ensure that the scheme is comprehensive, robust and responsive to the needs of people with disability. 53. The draft legislation for the NDIS, the National Disability Insurance Scheme Bill 2012 was released on 29 November 2012.29 The Bill was referred to the Senate Community Affairs Legislation Committee and submissions were requested by 25 January 2013. The reporting date is 13 March 2013. 54. The Commission welcomed the Bill and congratulated the Australian Government on the extent of consultation undertaken in the development of the Bill and of the NDIS in accordance with article 4.3 of the Disability Convention. 55. The Commission’s submission focused on areas of employment of people with disability, independent review and complaints mechanisms, standard setting Australian Hum

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