What happened?

The consumer said a change in management at the residential facility where he lived had resulted in him not being able to access medication that he should be able to take when required, or get transport to local shops. He spoke with management about the issue, but felt his concerns were not responded to appropriately.


What was the resolution?

A letter was sent to the provider outlining the consumer’s concerns and requesting an advocacy supported meeting. At the meeting, the residential service’s Regional Manager agreed to:

  • Provide staff with further training on medication self-assessment processes
  • Initiate a system where residents would have access to the weekly transport plan
  • Arrange for the consumer to be reassessed and develop a plan for him to move to supported independent living.

The consumer said the provider’s response was “over and above” what he had expected. He considered that the agreed actions resolved his concerns and that others would benefit from the changes.