Clearing up the debate about home care cleaning rules
Is it unfair that your cleaner won’t do more?
You’re paying good money for someone to come to your home to help keep the place tidy. They do a pretty good job at washing up and tidying it, perhaps there’s also someone helping with your daily ablutions.
So, you think changing that light bulb or reaching up to get an empty suitcase shouldn’t be a problem. But it is.
Refusal by home carers to do other than what is strictly prescribed in the contract they have with you is a constant and ongoing source of disappointment, even friction.
Hello Care, a newsletter for aged care workers, asked clients if their home care service provider refused to clean underneath furniture or in hard-to-reach places. Out of 303 respondents, 218 said yes.
Aged Care Workers Support Group members explained why many home care cleaners are declining a seemingly simple request.
Shelley told the newsletter, “When I was new, I was sent to an existing client, she expected me to put a ladder on the dining room table, climb the ladder and dust antique light fittings.
“I straight out said ‘no’. The client was trying to call my bluff, as she knew I was a newbie. They will try to get you to do anything they can.”
Although it might seem like a quick and easy task, heavy lifting or awkward climbing could pose an injury risk for workers, and home care providers have policies to protect their workers from potential health and safety risks.
These risks include restrictions on moving or lifting heavy items, climbing up ladders, and using bleach when cleaning. Some providers don’t even permit dusting.
If that’s the case, cleaners must always stick to what’s outlined in a care plan.
Workers are concerned about their jobs because, as one said, “you never know what could happen if you’re injured lifting something against company policy. For one, you may not be eligible for Workers' Compensation.”
Also, they don’t want to set a precedent for other cleaners.
A spokesperson for the Aged Care Quality and Safety Commission confirmed to Connect that all providers are required by law to provide safe and quality care and services that meet the requirements of the Aged Care Quality Standards.
It is a matter for the provider to determine how they achieve this, taking into account relevant laws and regulations in the jurisdictions in which they operate, such as health and safety provisions.
If you have concerns about the services you are receiving from a provider, you can use the Commission’s free complaints resolution service.
Alternatively, consumers are encouraged to raise concerns directly with their provider if they feel comfortable doing this.
All service providers are required to have a complaints system in place, and in most cases, consumers and providers are able to work together to address concerns.
However, if this approach doesn’t work or if consumers want help to do this, contact the Commission on 1800 951 822 or online.
The Older Persons Advocacy Network (OPAN) is also available to help with advice and support and can be contacted on 1800 700 600 or online.
Related stories: Aged Care Equality, Hello Care
