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CHCADV001 Assessment event 4

Unit code	CHCADV001
Assessment event 4
Tafe NSW


Event 4

Executive Summary

Jarrod, a person with a disability is denied service during his time of need. He wants to lodge a complaint against his care service provider. The role of the advocate is to guide Jarrod through the complaint procedure to ensure quality care service is delivered. 


Jarrod is a young, person with a disability who is left without assistance to get to bed. He was also told there would be no assistance provided to him until the next day. Jarrod wants to lodge a complaint against the care service facility named Independence Australia. However, Jarrod wants to stay in the same service centre if this incident is not repeated in the future.

Progress outcomes

Progress outcomes can be discussed in a comprehensive manner with Jarrod. This would enable the advocate to understand the needs and demands of Jarrod and accordingly recommend strategies to reach the desired outcome. However, Jarrod should not be instigated to take rash decisions in this context (influenced by Makai et al. 2014). This can create an adverse impact on his health and the care quality received by him. The outcome of the case should result in providing the proper care services to Jarrod. The complaint that has been registered by the client in the present scenario has ample future scope to render quality services from the alleged care giving organisation. This legal approach would make Independence Australia careful in their future ventures that can minimise the risk of similar issues of negligence in their staff. The problem of discrimination that has been faced by Jarrod can also be mitigated by the implementation of appropriate surveillance techniques.

The Independence Australia must consider the requirement of Jarrod and satisfy his needs. Jarrod if not satisfied with the services of Independence Australia, and then he must get another care service provider. The complaint will provide Jarrod other service provider names. The information about the other service providers should also be provided to Jarrod for his choice. Jarrod will decide that which care service provider he will like to hire for his care services. The needs and preferred options for selection of care service provider will have to be discussed with Jarrod (influenced by Kitching et al. 2015). The potential actions taken by Jarrod must be discussed with him and should help him in achieving his actions successfully.

Collaboration strategies

  • Jarrod can be encouraged to review the situation to enumerate the gaps in the promised and delivered services, prior to lodging a formal complaint (influenced from Chibba, 2015).
  • The advocate can communicate with Independent Australia to make them aware of the situation and the impending liabilities. The advocate can also use the planning strategy for being prepared for the case. The advocate must know the detailed information about the complaint. Androff (2015) stated that proper investigation is also needed before lodging the complaint against Independence Australia. Detailed planning and investigation will support the advocate to lodge the complaint considering all the issues of Jarrod.

Follow up procedures

  • The local government and organisations can formulate the follow-up procedures. This is essential to get a clear picture of the rights of Jarrod that he can exercise in this situation. There are other needs of Jarrod too which should be met for his satisfaction. Jarrod should get the best care service since he is a person with a disability.
  • The advocate can collaborate with the service facility to ensure that there is no recurrence of the present incident in the future (influenced from Krachler and Greer, 2015).

Collection of feedback

  • Feedback can be collected with the help of a filing system. Handler (2014) state an advocate can record his feedback on a sound recorder which can act as a transcript in the later stages of documentation (De Raeve et al. 2017)
  • Electronic documentation can also be used to record feedbacks in the form of memorandums or letters (Gradinger et al. 2015). Feedbacks can also be gathered through few questionnaires or using any other kind of feedback forms.

Possible actions based on recommendations

  • Based on the feedback, the advocate can apply a more radical approach to communicate his grievances to the Independent Australia organisation. This radical approach involves the usage of complaint forms and active discussions about the present issue with the related officials.
  • As recommended by Jarrod, the advocate can employ a legal solicitor to protect and exercise his rights as a service user. Aveyard (2014) opined that an advocate is responsible to facilitate the interest and the rights of Jarrod.


Thus, the above information states the need of protection of clients rights in the healthcare sector. In the above case, their respective healthcare service providers have deceived Mrs Ballesteros and Jarrod. Thus, the social care advocate must implement relevant strategies to protect the rights of their clients and promote better service quality to be rendered towards them.

Reference List


Androff, D., (2015). Practicing rights: Human rights-based approaches to social work practice. Abingdon: Routledge.

Aveyard, H., (2014). Doing a literature review in health and social care: A practical guide. New York: McGraw-Hill Education.

Handler, J.F., (2014). Protecting the social service client: Legal and structural controls on official discretion (Vol. 5). Cambridge : Academic Press.


De Raeve, P., Gomez, S., Hughes, P., Lyngholm, T., Sipilä, M., Kilanska, D., Hussey, P., Xyrichis, A. and ENS4Care project, (2017). Enhancing the provision of health and social care in Europe through eHealth. International nursing review, 64(1), pp.33-41.

Gradinger, F., Britten, N., Wyatt, K., Froggatt, K., Gibson, A., Jacoby, A., Lobban, F., Mayes, D., Snape, D., Rawcliffe, T. and Popay, J., (2015). Values associated with public involvement in health and social care research: a narrative review. Health Expectations, 18(5), pp.661-675.

Krachler, N. and Greer, I., (2015). When does marketisation lead to privatisation? Profit-making in English health services after the 2012 Health and Social Care Act. Social Science & Medicine, 124, pp.215-223.

Makai, P., Brouwer, W.B., Koopmanschap, M.A., Stolk, E.A. and Nieboer, A.P., (2014). Quality of life instruments for economic evaluations in health and social care for older people: a systematic review. Social science & medicine, 102, pp.83-93.

Online Articles

Chibba, M., (2015.) Contemporary perspectives on international business and culture. International Journal of Business and Globalisation, [online] 14(4), pp.408-419. Available from: https://www.linkedin.com/pulse/contemporary-perspectives-international-business-culture-chibba 4 [Accessed on 15/2/18]

Kitching, J., Hart, M. and Wilson, N., (2015.) Burden or benefit? Regulation as a dynamic influence on small business performance. International Small Business Journal, [online] 33(2), pp.130-147. Available from: http://journals.sagepub.com/doi/full/10.1177/0266242613493454 [Accessed on 15/2/18]

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