NDIS Practice Standard 2: Provider Governance and
Operational Management #
1.0 Purpose #
Continuity management is an integral part of our organisation’s operating plans, risk management and decision-making. Continuity of care to our participants falls within this remit. Continuity of care planning contributes to improved quality and safety of care, increases the satisfaction of the participant, staff and our organisation, and maximises the use of resources to provide the appropriate level of care and access.
The participant’s NDIS Plan incorporates reasonable and necessary supports; any informal supports already available to the individual, i.e. informal arrangements that are part of family life or natural connections with friends and community services and other formal supports, such as health and education. iSeekSupport will ensure that the participant has consistent supports or services to allow them to undertake daily activities and supports to maintain their life choices.
2.0 Scope #
This policy applies to iSeekSupport staff managing and working with participants.
3.0 Policy #
The manager will arrange schedules to ensure that participants know who will be attending to their needs and supports. The manager will pair a participant with a worker who holds appropriate skills and knowledge. Our participant requests are matched with their preferred staff wherever possible. Examples of meeting a participant’s wishes may include accessing a staff who speaks the participant’s first language, shares the same cultural background or meets specific criteria that have been requested.
Staff will be placed with participants whose locations are close to their home (where possible) to reduce travel time and increase staff satisfaction and retention.
Continuous support and predictability will be planned through the allocation of a consistent staff to a participant. All supports and strategies are recorded in the participant’s plan. The staff will use them when supporting a participant’s preferences and needs (see Responsive Support Provision and Support Management Policy and Procedure).
In the case of an Emergency or Disaster, staff should refer to the Personal Emergency Preparation Plan for strategies and relevant information. This document is reviewed during any emergency or disaster and will provide the relevant information. Staff should contact management if unsure.
4.0 Procedure #
To ensure participants have timely and appropriate support, without interruption ISeekSupport’s staff will:
- Access, read and comply with the participant’s plan, including the Personal Emergency Preparation Plan
- Review strategies listed in the support plan before the provision of support
- Provide quality services as per participant’s plan
- Document all the participant’s preferences and needs to allow for a consistent care approach
- List all appointments and tasks related to the participant’s needs
- Allow allocation according to a participant’s requirements
- Inform the manager of any absences, in advance, to allow time to allocate a replacement who meets the participant’s criteria and, preferably, is known to the participant
- Contact participants if there are any changes, or potential changes, in their care
- Undertake emergency procedures, as required.
No appointments are ever double booked. When travelling to participants’ homes, our staff factor in enough travel time must ensure correct arrival time.
4.1 Disruptions and changes #
iSeekSupport notifies participants when an unavoidable interruption occurs. The staff will attempt to inform the participants, via telephone and email, before any unavoidable disruptions to services or participant appointments. When it is impossible to contact the participant, they will be briefed on arrival at the next meeting or scheduled service.
The manager will contact a participant to:
- Inform and explain that there is an unavoidable change
- Seek the participant’s agreement and to ensure that they are entirely aware of any changes
- Explain, in detail, alternative arrangements.
- Ask the participant if they agree with the proposed arrangement
- Participant to confirm their agreement or refuse the alternative arrangement
- Record details of agreed arrangement or non-agreement in the participant’s records
- Confirm that the delivered services were appropriate to their needs, preference and goals
In the case of an emergency, when a worker cannot attend work due to circumstances out of their control (e.g. illness or family emergency), ISeekSupport will attempt to place a worker who is known to the participant. However, if this is not possible, we will send the best match available to the participant. iSeekSupport will contact the participant and advise them of the situation and provide details of the replacement worker.
4.2 Absence or vacancy #
When a staff member is absent, or a vacancy becomes available, then the manager will:
- Contact a staff who is a suitable replacement (e.g. a person with the relevant qualifications or language requirement)
- Provide, where possible, a staff who has worked with the participant previously and is aware of the participant’s preferences and needs
- Select an appropriate replacement worker who will be sensitive to the participant’s requirements, ensuring care is consistent with the participant’s expressed preferences
- Inform the participant of the replacement’s details, where possible
- Upon completion of the service, gather feedback from the participant on the replacement staff member.
A staff who is unable to work is required to contact the manager. If there is an intended absence (e.g. vacation or appointment), then the staff member must inform the manager at the earliest opportunity to allow time to prepare the participant.
4.3 Service agreement #
iSeekSupport ensures arrangements are in place so that support is provided to the participant, without interruption, throughout their service agreement. These arrangements are relevant and proportionate to the scope and complexity of supports delivered.
4.4 Critical supports #
Contingency plans are drawn up and adhered to, allowing for the participant’s continuity of care throughout their time with us. In a disaster, planning will incorporate strategies that enable continual support before, during, and after the disaster. Critical planning will be undertaken for participants who have complex needs.