[insert organisation name/logo]

Client
Exit Policy

Document Status: Draft or Final

Date Issued: [date]

Lead Author: [name and position]

Approved by: [insert organisation name] Board of Directors on [date]

Date for Review: [date]

Record of Policy Review:

Date Date of Reason for Review Lead Additional Comments

Policy was Review Reviewer
Issued
[month, yr] [month, yr] [for example, incorporate changes [name] [for example, policy
to new legislation] now covers details
related to new
legislation].

Client Exit Policy – [month/year] Page 1 of 8

Client Exit Policy

1. Purpose and Scope

This purpose of this policy is to clarify the client exit process for [insert organisation
name] programs and to ensure that the organisation adopts fair and non-
discriminatory processes when a client chooses to or is required to leave the service.

This policy applies to all programs and services provided by the organisation and
employees involved in client exit process.

This policy does not cover referral of clients to other organisations. Refer to Client
Intervention Policy for more detail.

2. Definitions

Exit (or discharge) is the process through which clients transition out of [insert
organisation name] programs and services. Ideally, the exit process occurs when
the client reaches their goals outlined in the treatment management plan; this may
include a period of transition to exit and continuing care.

Continuing care (aftercare) is follow up support provided to a client after completing a

treatment or support program.

3. Principles

Exit planning is integral to the treatment process and is conducted in close

consultation with the client, and where appropriate with family.

Client exit from [insert organisation name] programs occurs in a planned,

collaborative manner.

Exit procedures will be fair, follow due process and uphold the rights of the client.

Exit procedures will protect the safety and integrity of [name of organisation] staff,
clients, programs and services.

4. Outcomes

Clients experience a smooth transition out of [insert organisation name] programs.

[name of organisation] staff are provided with effective processes to safely and
helpfully manage client exit and re-entry circumstances.
Client Exit Policy – [month/year] Page 2 of 8
Clients exiting the service will have a process that is safe, fair, transparent and
subject to review.

5. Functions and Delegations

Position Delegation/Task

Board of Directors Endorsing Client Exit Policy.

Management CEO/Manager

Ensuring effective implementation of the Client Exit Policy.

Monitoring staff competence and compliance with the policy.

Staff Maintaining knowledge of current good practice related to

exiting clients from treatment and other intervention programs.

Identify clients whose behaviour may require involuntary exit

from the program.

Assist clients with referral to other services.

Implementing Client Exit Policy and procedures.

Compliance with Client Exit Policy.

6. Risk Management

Mechanisms are in place to ensure that the manner in which the organisation
transitions clients out of its programs are effective.

Clients who do not wish to comply with treatment program requirements or who
threaten the safety of its staff, clients or program may be exited from the
program/service.

[insert organisation name] employees involved in client exit processes are

provided with ongoing support and professional development to assist them to
undertake their duties effectively.

This policy will be reviewed in line with the organisation’s quality improvement
program and/or relevant legislative changes.

7. Policy Implementation

Client Exit Policy – [month/year] Page 3 of 8

This policy is developed in consultation with all employees and approved by the
Board of Directors.

This policy is to be part of all staff orientation processes and all employees,
volunteers and students are responsible for understanding and adhering to this
policy.

This policy should be referenced in relevant policies, procedures and other

supporting documents to ensure that it is familiar to all program staff and actively
used.

8. Policy Detail

The following situations may lead to client exit from [insert organisation name]
programs/services:

- The client has achieved, or is working towards achieving, the goals stated in
the individualised treatment management plan
- Client treatment needs would be best met by another service
- The client tells [insert organisation name] that he or she no longer needs its
services
- There has been no contact between the client and [insert organisation
name] over a period of [insert timeframe]
- The client moves out of the [insert organisation name] service area
- The client engages in behaviour which is unacceptable to [insert
organisation name] such as violence, abuse, aggression, theft
- [insert other program specific reasons].

8.1 Exit Planning

Exit planning is a process used to prepare a client to transition from [insert

organisation name] programs.

The client and supporting staff member incorporate exit planning into the client’s
treatment management plan. Aftercare and referral are means through which the
client may transition from [insert organisation name] programs with other supports
in place.

8.2 Completion of the Program

Client Exit Policy – [month/year] Page 4 of 8

Clients who successfully complete [name of organisation] programs will be
celebrated/acknowledged by [insert the appropriate information e.g. graduation
ceremony, family re-entry day, entry into transition program etc].
8.3 Early Exit by Client Choice

In the event of a client wishing to withdraw from the program/service, even though
the organisation considers that ongoing support is required, every effort will be made
to persuade the client to accept some form of service or referral to another service.
However, if refused, the right of the client to choose must be upheld.

If clients choose to receive services from another organisation, efforts will be made to
locate a service that is better able to meet their needs.

Staff will provide appropriate information, with the permission of the client, to the new
service to ensure optimal support. This may include meeting with the client, to ensure
the client fully understands the implications of the decision.

For a period of [insert timeframe] after formally exiting from the service, the client
reserves the right to return to the organisation and receive a service, without having
to go through full assessment processes, provided resources are available. Following
this timeframe, the client file is closed and a new referral/intake assessment will need
to be undertaken if the client requires service at some point in the future.

8.4 Exit by Voluntary Transfer

Some clients will decide to leave the organisation, in order to obtain support at an
alternative organisation.

The [name of organisation] staff member allocated to support the client will meet
with the new service provider to provide referral information and finalise the process
for transfer (where appropriate).

Staff will continue to follow up with the client and liaise with the new service provider
for a [insert time] period to facilitate a smooth transition. After this timeframe, if the
client wishes to re-enter [insert organisation name], a new intake application will
need to be completed.

8.5 Involuntary Client Exit

As part of entry into the [name of organisation] program, clients are informed of the
program treatment rights and responsibilities. Information about reasons for
automatic expulsion/involuntary exit will be explained to the client and their inclusion
in exit planning is part of developing a care plan.

Client Exit Policy – [month/year] Page 5 of 8

[insert the criteria for expulsion here if desired].

The decision to institute involuntary exit procedures for unacceptable behaviour must
be taken to the CEO/Manager/[insert position] for authorisation. If agreed, staff will
follow the processes outlined in the exit plan in full.

Appropriate referrals are made and the client may continue to receive limited support
services, within available resources, for a period determined by appropriate staff
member. This provision particularly applies for clients with co-occurring mental health
conditions and clients with high risk factors for self harming behaviour.

Clients who wish to lodge a complaint regarding their exit should be provided with
details on the process and/or information about the Health Care Complaints
Commission. Refer to the Feedback and Complaints Policy.

8.6 Exit Interview

Where possible, a client exit interview is carried out during the exit process using the
Client Exit Summary and client evaluation and feedback processes.

8.7 Re-entry

Some clients who leave the organisation will need to re-enter at some future stage.
The process for re-entry to the organisation will be made as simple and as
streamlined as possible.

Re-entry strategies include:

- Review previous files/records on re-entry – clients will not have to tell their
history/story again if re-entry is within [insert relevant timeframe]
- Make contact with any other organisations involved (subject to client consent)
to identify the triggers for re-entry
- Review the previous treatment plan to identify what worked and what didn’t
- Where possible, the same worker will be allocated to the client.

8.8 Notifying Relevant People about Client Exit

The staff member ensures that the relevant service providers (including referral
source) and informal support networks are informed that the client has exited from
[insert organisation name].

8.9 Storing Documents

Client Exit Policy – [month/year] Page 6 of 8

The staff member ensures all relevant documentation is complete and filed in the
client file.

A Client Exit Summary is the final document completed to signify closure of the file.

The client file is retained, secured and stored in accordance with the Client File
Management Policy.

9. References + Resources

9.1 Internal

Client Exit Summary

Client File Management Policy
Client Intervention Policy
Feedback and Complaints Policy
Referral Procedure

9.2 External

NSW Health, 2007, Drug and Alcohol Treatment Guidelines for Residential Settings,
NSW Health, Sydney.

NSW Health, 2008, NSW Health Drug and Alcohol Psychosocial Interventions:
Professional Practice Guidelines, NSW Health, Sydney.

9.3 Quality and Accreditation Standards

EQuIP4

Provided by the Australian Council on Healthcare Standards (ACHS)

Standard 1.1: Consumers/patients are provided with high quality care throughout the
care delivery process.

Criterion 1.1.5: Processes for discharge/ transfer address the needs of the
consumer/patient for ongoing care.

Criterion 1.1.6: Systems for ongoing care of the consumer/patient are coordinated
and effective.

Health and Community Service Standards (6th edition)

Provided by the Quality Improvement Council (QIC)

Client Exit Policy – [month/year] Page 7 of 8
Standard 2.2: Services and programs are provided in an effective, safe and
responsive way to ensure positive outcomes for consumers and communities

Evidence Questions: What is the evidence that:

a) interventions and actions are based on assessment and planning?

b) services and programs are managed to ensure positive outcomes for consumers
and communities?

c) information about the rationale, risks and effect of services and programs is
routinely provided to consumers and communities?

p) where appropriate, case closure is planned with the consumer?

Client Exit Policy – [month/year] Page 8 of 8