Overview

• are person-centred
• respect individual values and beliefs
• respect privacy and dignity
• promote independence and informed choice
• are free from violence, abuse, neglect, exploitation or discrimination.

• services provided to all clients
• HWH employees including key managers, administrative staff and home support workers

• NDIS (Quality Indicators) Guidelines 2018 (Cth)
• Client money handling form
• Client property and money register
• Support Plan

Policy

• providing each client with the most appropriate services that meet their needs, goals and preferences
• providing services in a safe environment, free from hazards
• ensuring clients’ own money and property is secure and that they can use
• storing, monitoring and administering prescribed medication in a confident manner
• preventing medication errors or incidents.

• services provided are monitored and regularly reviewed to ensure fit-for-purpose
• support/care plans are reviewed annually, quarterly or more regularly depending on the client's needs
• where possible, adjustments are made to account for changes in client's needs
• each client's health, privacy, dignity, quality of life and independence is supported
• where progress is different from expected outcomes and goals, work is done with the client to change and update the support plan
• where the client agrees, links are developed and maintained through collaboration with other providers to fully support the client and work toward the client's goals.

• assessing and managing all risks associated with service provision
• maintaining a culture of continuous improvement within our organisation
• encouraging each client to provide feedback and ensuring they feel comfortable doing so
• ensuring each client can identify workers that provide agreed services
• ensuring that each client has a service agreement that meets the service needs of that client
• if required, work with other providers and services to: 
  • identify and manage risks 
  • ensure safe support environments 
  • prevent and manage incidents 
• keep accurate and up-to-date records.

• ensure the client has a service agreement in place
• work with the client and any other relevant parties to ensure a safe home and support environment
• work with the client to make decisions about and keep records of the following: 
  • safety and risk management measures 
  • supervision and training arrangements for the worker 
  • how we will check the participant’s level of satisfaction. 
• provide each client with copies of all relevant records, including their risk assessment
• store each client's records securely
• record any changes to each client's circumstances by updating their records
• give each client the updated copies, including updated risk assessments
• ensure that the supervision and feedback arrangements are documented in the client's service agreement
• keep accurate records of which clients are receiving support from one individual worker
• ensure the worker providing supports has sufficient training and expertise to carry out agreed supports
• request and receive regular reports concerning the supports provided by the individual worker
• address any concerns regarding individual worker arrangements as soon as possible.

• The client not receiving services that involve regular face-to-face contact between the provider and the client if the client: 
  • has no or limited regular face-to-face contact with family or other close people in their support network; and/or 
  • has limited physical mobility without the assistance of others and/or 
  • requires equipment to assist them with physical mobility and/or 
  • has limited communication ability without the assistance of others; and/or 
  • requires equipment to assist with communication.

• where we have access to a client's money or other property, we will ensure it is managed, protected and accounted for with appropriate policies and processes
• client's money or other property is only used with the consent of the client and for the purposes intended by the client
• if required, each client is supported to access and spend their own money as the client determines
• we do not provide clients with financial advice or information other than what would reasonably be required under a client's plan.

• we will record prescribed medication and ensure it is clearly identified and the medication and dosage required by each client, including all information required to identify the client correctly and to administer the medication safely
• all workers responsible for administering medication understand the effects and side effects of the medication and the steps to take in the event of an incident involving medication
• all medicines are stored safely and securely, can be easily identified and differentiated, and are only accessed by appropriately trained workers.

• we have policies, procedures and practices in place for the safe and appropriate storage and disposal of waste, infectious or hazardous substances that comply with current legislation and local health district requirements
• all incidents involving infectious material, body substances or hazardous substances are reported, recorded, investigated and reviewed
• we have an emergency plan in place to respond to clinical waste or hazardous substance management issues and/or accidents
• where the emergency plan is implemented, its effectiveness is evaluated, and revisions are made if required
• workers who manage waste and hazardous substances receive training to ensure safe and appropriate handling, including training on any protective equipment and clothing required when handling waste or hazardous substances.