Resources

Visions and Values

Mission Statement

Cittamani Hospice Service Ltd offers professional home based palliative care to people who are dying and their families, by honouring individual choices and providing compassionate care.

Our Vision 

Our vision is the creation of a healthy community for the terminally ill and their loved ones through the provision of a community hospice service.  We believe that Hospice and Palliative Care is best provided under a Primary Health Care focus.

We aim to provide the highest quality service to people with terminal illnesses and their loved ones, from the time of diagnosis through the bereavement period.  Our belief is that this service is best provided in a healthy and supportive community where death, dying and bereavement is openly discussed and accepted.

Promotion of healthy dying requires terminally ill adults and children and their loved ones to have choice in where and how they spend their remaining life.  To support this choice, a range of in-patient and community services plus the availability of knowledgeable networks of community members are required to ensure continuity of care and the provision of high quality palliative and hospice care.

To Cittamani Hospice Service, hospice is a holistic approach to care rather than a place.

Our approach includes:

  •  holistic client-centred care
  •  hospice at home program
  •  multidisciplinary teamwork
  •  community participation
  •  hospital/general practitioner/community services collaboration
  •  a bereavement support program
  •  community and professional education in issues of death and dying
  •  a cottage hospice and day hospice is envisaged as a future development

Cittamani Hospice Service views itself as existing within a comprehensive and integrated health network, and acting as a model for community based hospice services both within Australia and overseas.

VALUE BASE

Our vision springs from a Buddhist value base, which includes:

  1. The value and dignity of all life

This finds expression at Cittamani in valuing all people equally, regardless of beliefs, values, personal preferences or social differences.  We actively promote human dignity seeing our clients as whole beings with physical, emotional, spiritual and social dimensions. We recognise the basic human needs of kindness, co-operation and respect, and seek to establish these principles as the basis of all our individual, team, and corporate relationships.  Since death is part of the cycle of life, we believe that people undergoing the dying process should not be separated from their everyday life and should continue to be valued as a full member of the family and community.  Cittamani Hospice Service recognises that healing can occur on dimensions other than the physical with personal growth and high quality of life being possible for people right up until their death.

  1. Compassionate service

We recognise suffering as a universal experience with compassion springing from this recognition.  At Cittamani, compassion is expressed in a high quality service to terminally ill people and their loved ones.  We aim to provide relief from physical, emotional, spiritual and social suffering while promoting the highest possible quality of remaining life.

The provision of a supportive open environment for the individual undergoing the dying process calls for the establishment of the same environment for carers and staff.  As well as providing expert hospice care our staff strive for open, non-judgmental attitudes of acceptance and caring in relationship with their clients and each other.

  1. Empowerment

Cittamani Hospice Service is committed to the empowerment of the client, their loved ones, and the community as a whole.  This commitment is based upon the belief in human potential for individual and social development and the right to autonomy and free choice.

We are actively involved in the promotion and support of choice and control by terminally ill people and their loved ones.  We affirm our client’s ability to choose what is right and best for them.  Effective choices can be linked to relevant knowledge.  Cittamani Hospice Service is involved in the provision of education to individuals and the community on modern palliative care, and on living healthily during the dying and bereavement processes.

We are actively involved in the community we serve taking part in debate, research and appropriate advocacy towards the building of healthy Public Policy in the area of quality living for the terminally ill and their loved ones.  Community involvement also includes

participation by community members in the researching and management of Cittamani as well as participation in the volunteer program, which is an integral part of our service.

  1. Universal Responsibility

We perceive individuals as existing within a state of interconnectedness with an understanding of being part of a larger human family.  Within this context we share responsibility for the well being of other members of our community.  This principle underpins the axioms of compassionate action and empowerment, directly translating into a collaborative working style and promotion of the sense of community.

Cittamani Hospice Service actively seeks collaboration with other health and community organisations in order to ensure continuity of care and the highest standards of care for all members of the community.  All staff, both salaried and volunteer, actively participate in, and share responsibility for, the development and maintenance of the highest quality service we can collectively offer.

Download Visions and Values CHS 2022

Visit our vision page

Quality Policy

Cittamani Hospice Service’s quality policy is to achieve a sustainable, high quality palliative care service which consistently satisfies the needs and expectations of its clients, provides a safe and supportive environment for staff and volunteers, and is consistent with the service’s vision and values.

This level of quality is achieved through the organisation’s unequivocal commitment to its quality system and the adoption of a system of procedures that reflect the competence of Cittamani Hospice Service to existing clients, potential clients, and independent auditing authorities.

Download Our Quality Policy

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Privacy Policy

General

Cittamani Hospice Service is committed to protecting your personal information and fulfilling our obligations under the Privacy Act 1988 (Cth) and the National Privacy Principles.

This policy sets out how we manage your personal information in accordance with those obligations.
Collection

We may collect and hold personal information about you, including your name, date of birth, gender, address, phone number, facsimile number, e-mail address, health information, credit card details, and/or other information and data relevant to providing you with the services you are seeking.

The personal information that we collect and hold about you depends on your interaction with us. Generally, we will collect and hold your personal information for the purpose of:

  • Providing services to you
  • Accepting any donations you may make
  • Providing you with information about other services that we offer that may be of interest to you
  • Providing you with information about fund raising ventures that we are undertaking
  • Facilitating our internal business operations, including the fulfilment of any legal requirements
  • Recording statistical data

Personal information will generally be collected directly from you by us. There may, however, be some instances where personal information about you will be collected indirectly because it is unreasonable or impractical to collect personal information directly from you. This would include for instance medical information provided by other health care professionals such as your GP.

The information that we obtain about you will be used solely to enable us to most effectively provide you with the services you are seeking.

Use and Disclosure

Generally, we only use and/or disclose personal information about you for the purposes for which it was collected (as set out above). Although, we may disclose personal information about you to:

Service providers, who assist us in operating our business
Our related entities
Regulatory bodies as required by law

Security

We store your personal information in different ways, including in paper and in electronic form. The security of your personal information is very important to us. We will take all reasonable measures to ensure that your personal information is stored safely, to protect it from misuse, loss, unauthorised access, modification or disclosure, including electronic and physical security measures.

Access

You may access personal information we hold about you, upon making a written request. We will endeavour to acknowledge your request within 14 days of its receipt and to provide you with access to the information requested within 30 days. We may charge you a reasonable fee for processing your request.

We may decline a request for access to personal information in circumstances prescribed by the Privacy Act 1988 (Cth).

If, upon receiving access to your personal information or at any other time, you believe the personal information we hold about you is inaccurate, incomplete or out of date, please notify us immediately. We will take reasonable steps to correct the information so that it is accurate, complete and up to date.
Updates

This privacy policy may be updated from time to time, without notice to you.

Feedback

If you have any queries or concerns about our privacy policy or the way in which we handle your personal information, please contact our Executive Director at:

Cittamani Hospice Service
P O Box 324
Palmwoods Qld 4555
Ph – 07 5445 0822

Electronic Mail

Applies to all email received from Cittamani:

Email received from Cittamani, including any attachments with it, is confidential and for the sole use of the intended recipient(s). This confidentiality is not waived or lost, if you receive it and you are not the intended recipient(s), or if it is transmitted/received in error.

Any unauthorised use, alteration, disclosure, distribution or review of Cittamani email is prohibited. It may be subject to a statutory duty of confidentiality if it relates to health service matters.

If you are not the intended recipients(s), or if you have received an email from Cittamani in error, you are asked to immediately notify the sender by telephone or by return e-mail. You should also delete this e-mail message and destroy any hard copies produced.

Complaints Policy

Policy:

Cittamani Hospice Service is committed to providing the highest possible quality of service to our clients and to working effectively with other health care providers.  Our vision and values statement emphasises the value and dignity of all life and a commitment to kindness, honesty, co-operation and respect as the basis of all our individual, team, and corporate relationships.

Cittamani adheres to the Australian Open Disclosure Framework (2013). We consider the receipt of a complaint about our service as a valuable opportunity to improve and develop and we are committed to respond in a manner that accords with the core values outlined above.

Scope:

This Policy is intended to apply to any complaint, regardless of who makes it.
We regard a complaint as any expression of dissatisfaction about our organisation, our staff, our volunteers, or anyone else acting on our behalf.

A complaint may be made by a person to whom we deliver services or who is affected by our services, a local organisation with which we work, donors, or a member of the public.

Publicising this Policy:

People will be made aware of our Complaints Policy through our Rights and Responsibilities Document (given to all clients on admission) and our Website.

How complaints may be made:

Complaints may be made by phone, in writing or in person. They will be managed by Cittamani’s Director or Senior Social Worker.

How Complaints will be managed:

The Director or Senior Social Worker will acknowledge receipt of the complaint, review what has occurred and make an initial assessment. Except in cases of serious complaint, the Director, in consultation with other members of the Senior Management Committee, will investigate the matter thoroughly, having regard to the principles of natural justice and decide on the most appropriate response to issues raised in the complaint e.g. changes to the way in which Cittamani operates, training, counselling or disciplinary action.

In the case of a serious complaint, where there has been an allegation of a serious breach of policy or the Staff Code of Ethics, the complaint will be immediately escalated in the organisation. These complaints will be managed by the Director in consultation with the Chairperson of Cittamani’s Board.

Timeframes:

We will seek to resolve the complaint as quickly as possible and to the satisfaction of all parties. The objective is that all complaints can be resolved within 30 days. However, if this is not the case, the Director will inform the complainant of the progress that has been made by the end of 30 days.

Confidentiality:

The complainant’s name and personal details will not be revealed to anyone outside Cittamani without permission.

Recording Complaint Data

A Complaints Register is maintained by Cittamani as part of our Quality Management Program and all complaints received are reported to Cittamani’s board.

DOWNLOAD THE COMPLAINTS POLICY