Thursday, April 28 2011
With almost all the present supported accommodation services in Victoria under the despotic control of the DHS, through its DSR - services are a charity hand-out, with consumers having no entitlement or right to a service. Service provider management and staff do not, therefore, consider they have any need to provided customer service and satisfaction.
DHS, Disability Accommodation Services, argue every which-way with consumers who dare to question their service level and quality. Complainants frequently lose more than what they have lost as a result of that which they were complaining about!
“How will the NDIS change this in favour of the consumer?” Apart from removing the DHS from direct service provision, this is a million dollar question!
Taking the bottom-line scenario in a DHS group home of six residents with high support needs, little meaningful communications and no effective family or friends. DHS central funding will be replaced with individualised NDIS Federal funding to continue to support the residents in the same house, with the same management and the same staff.
If the management and staff did not see the residents having a service entitlement – customer service and satisfaction, before – “Why should they with just a change of funding source, unless the new funding source has significant service level and quality prerequisites?”