One Central Health Policies
On this page you will find the following policies:
(Click on the heading you wish to view to be taken straight to that specific policy.)
- Rights and Access to Services Policy
- Confidentiality of Information
- Use of Information
- Choice and Control Policy
- Fee and Cancellation Policy
- Conflict of Interest Policy
- Feedback and Complaints Policy
- Incident and Critical Incident Policy
- Risk Management Policy
- Safeguarding Policy
- People with Disability Protection Policy
- Person Centred Practice Policy
- Participation and Inclusion Policy
- Separated Parents Policy
- Quality and Continuous Improvement Policy
- Related legislation and standards
- Contact Information
One Central Health abides by the professional code of conduct outlined by the Commonwealth of Australia (Department of Social Services) as well as the NDIS Code of Conduct as a registered provider.
We acknowledge the rights of people with disability to:
- Realise their physical, social, emotional and intellectual development potential.
- Receive the support required to participate in and contribute to their economic and social life to the extent to which they are able.
- Receive the support required to exercise choice and control in relation to taking reasonable risks in pursuit of their goals and in relation to the planning and delivery of their supports and services.
- Receive a support plan that is culturally responsive and respectful of the family’s cultural beliefs and their community.
- Be respected for the individual worth and have their dignity to live free from abuse, exploitation and neglect upheld.
- Be provided the opportunity to determine their own best interests, including the exercising of choice and control to engage in decision making that will affect their lives as equal partners to their full capacity.
- Have their dignity and privacy respected, including through but not limited to reasonable adjustments to the support delivery environment are made and monitored to ensure fit for purpose for each participant’s privacy, health, dignity, quality of life and independence.
- Have their support network and the role of their families, carers and significant individuals acknowledged and respected.
- Have their individual autonomy respected including, but not limited to, in regards to right to intimacy, sexual expression and self-identity.
- Have information regarding the use of an advocate (including an independent advocate) provided to them and information regarding facilitated access to an advocate where allegations of violence, abuse, neglect, exploitation or discrimination have been made.
- Have access to advocates, including independent advocates, and supports to promote innovation, quality, continuous improvement, contemporary best practice and effectiveness.
- Have the choice and control regarding their advocates and the right to have their advocates present.
Access to service policy
One Central Health (OCH)’s services are open to all people with a disability, regardless of race, sex, religion, sexuality, marital status, or political belief.
Access to OCH’s services is based on a formal assessment to determine the extent to which the potential customer’s needs can be addressed by the services OCH provides.
OCH recognises that there are barriers to access to services for some people, including people from culturally and linguistically diverse backgrounds, Indigenous people, and people whose behaviours are challenging. However the organisation is committed to identifying, acknowledging and addressing these issues to the best of our ability with the resources available to us.
If OCH are unable to offer a service to a potential customer, we offer information and provide referral advice regarding other services that might be able to assist them.
Cultural sensitivity – Being aware that cultural differences and similarities between people exist without assigning them a value – positive or negative, better or worse, right or wrong.
Equity – The quality of being fair and impartial.
Equity and access considerations
OCH is committed to ensuring fair and equal access to physical environments, information, communication and services. This may include:
- Considering the suitability of physical environments
- The use of augmentative and alternative communication methods to supplement or replace speech or writing for those with impairments in the production or comprehension of spoken or written language.
Employees are to ensure that services are provided with sensitivity to and an awareness of the cultural beliefs and practices of clients from culturally and linguistically diverse backgrounds. This includes an awareness of the needs of Aboriginal and Torres Strait Islander people, their families and communities. Communication about this policy should be done in a way that suits each individual with regard to their cultural background e.g. if required, the use of an interpreter or easy English documents.
OCH will develop connections with culturally appropriate organisations and groups to influence the meaningful participation of people with disability.
- Potential customers complete OCH’s Client Information Form and then attend an initial appointment with the relevant staff member . The purpose of this appointment is to determine:
- The customer’s goals and aspirations, and the extent to which these can be met through the services that OCH is able to provide.
- Any special needs that must be taken into account if OCH is to provide a service, and the extent to which OCH can meet those needs.
- If the customer, and the OCH staff member agree that OCH will provide a service, this will be confirmed to the customer in writing, as needed.
- Along with the confirming letter (if needed), the new customer will be provided with a brochure containing information about OCH.
- If needed, a review will be conducted six months after commencement of service to ensure that services are being delivered in the manner that the customer expected. This review period may be different (or not required) for different professional reporting bodies.
- If OCH is unable to provide a service to a potential customer, OCH will advise the customer of other organisations that might be better placed to provide the service they require.
One Central Health considers the privacy of our clients to be of the utmost of importance.
Our team works hard to ensure that:
- You are aware of how we collect, use, store, transfer, retrieve, dispose and destroy of your personal information.
- You understand that personal/health information can include but is not limited to: name, address, birthdays, health reports, treatment notes, race, culture, religion and ethnicity information.
- You have the opportunity to ask any questions you may have, lodge any complaints or provide/withdraw consent.
This document should be freely available and accessible on request by all staff and clients of our clinics. Its availability should be announced in a prominent location and discussed with each client during their first session.
Confidentiality of Information
All personal information gathered by practitioners/therapists/doctors at the clinic during the provision of services will remain confidential and secure with the following exceptions:
- It is subpoenaed by a court.
- Failure to disclose information would place you or another person at risk
- Your prior approval has been obtained to either provide a written report to another agency or discuss the matter with another person. In this event, a consent form will be provided for signing.
- For debt collection purposes.
Information may be disclosed without consent if required or authorised by law.
We ensure that all personal information is kept private, secure and safe. It is available only to the required staff members who need to see it in order to provide you with your services. If we need to share or transfer your information to another provider, organisation or third party, we will obtain your prior consent and agreement.
Use of Information
We use your personal information to enable us to provide you with the supports, therapy and services you need.
Information gathered at One Central Health is used exclusively for two purposes:
- Formation of a professional opinion which is used to guide assessment and treatment for the presenting issue; and
- Evaluation of the service provided by the clinic through collation of detailed statistics about referral sources, nature of presenting problems, attendance durations, etc. In all cases where information is used for statistical purposes, no identifying information is made available.
Security of Information
Information provided to One Central Health is held both in the Client File and the Clinic Database. All files are held within the office and in locked filing cabinets.
Retrieval and transfer of information
All private and personal information is transferred securely and with prior consent except where required by law.
Storage of information
All private and personal information is stored securely and in compliance with Australia privacy and website laws.
Disposal and destruction of information
One Central Health will require (depending on the client) information to be released from other medical practitioners to assist in being able to deliver maximum assistance to the client. As such, you may be asked to sign a ‘release of information’ document.
Procedure for Complaint/Rectifying Information/Withdrawing Consent
Official complaints or requests to change inaccurate or erroneous information should be made to the COO by:
- Written letter addressed to Maria Reid, Administration Manager, at Suite 1, 194 Main Street, Osborne Park WA 6017; Or
- Via email sent to firstname.lastname@example.org marked for the Attention of the COO
In such cases, the COO will conduct a review of the information held by the clinic and make every effort to ensure that such information is accurate.
If you wish to withdraw or amend prior consent for the use, storage, transfer, retention or retrieval of your information, please contact the COO accordingly.
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Choice and Control Policy
This policy outlines how OCH promotes participants choice and control.
OCH promotes and protects individual rights including freedom of expression, self-determination and decision-making. OCH respects the rights of people with disability in exercising choice and control about matters that affect them and to live the like they wish. All people with disability are assumed to have capacity to make decisions, exercise choice, and provide informed consent regardless of their disability.
Choice – Choice includes smaller decisions about everyday living through to more complex consultation on co-design of service.
Informed consent – Voluntary agreement and willing acceptance of a proposition and following action where the person making the decision has appropriate information and capacity to make the decision free or fear or influence.
Dignity of risk – Autonomy and self-determination used by a person when making decisions, including the choice to take some risks in life.
OCH supports people with a disability’s choice and control through the following:
- Each individual has a service agreement and an individual plan. Individual preferences are included in all plans when it is developed or reviewed. Changes in preferences should be noted as part of routine hand over practice.
- Choice includes decision making about which service a person might buy and where and when this occurs e.g. completion of assessment at home, service type etc.
- Decisions and preferences of each individual will be recorded in each person’s file and provided to relevant staff so they can tailor services to the individual and to ensure consistency across the service.
- Information is presented in formats that people with disability understand and prefer. For example; is assistive technology require or do materials need to be translated.
Informed Decision Making
All staff are responsible for supporting people with disability to make decisions and choices related to daily life. Collaboration and consultation with people with disability (and other key stakeholders where appropriate) promotes and ensures active choice and control in relation to the services.
The amount or type of support required by people with disability to make decisions will depend on the specific decision or the situation. Information is to be provided in a timely way to facilitate informed decision making.
Staff may seek advice from their Manager, the person’s family or carers or the Office of the Public Advocate when supported decision making may be required.
Consent is required for each and every decision. Consent on one occasion or about one event does not imply or assure consent for future decisions, occasions or events.
The person with disability should be informed that they have the right to change their mind and change or retract their consent. If a person chooses to stop using OCH services that choice will be respected and supported.
Where decision making relates to restrictive practices, refer to the Eliminating Restrictive Practices Policy and Procedure.
Review and Evaluation
OCH will monitor feedback and complaints to identify opportunities to improve choice and control for people accessing its services.
Fee and Cancellation Policy
The One Central Health team is committed to providing easily accessible and high-quality health and therapy services to our clients. To help us achieve this, we would appreciate timely appointment payment and appointment cancellations.
One Central Health reserves the right to subject fees and prices to changes without notice.
Exceptions are made only for clients who are NDIA-managed or plan managed. All other appointment fees are to be paid on the day of the appointment by EFTPOS, cash, or credit card. (Note: we do not accept AMEX or Diners Club.)
NDIS self-managed clients may vary this payment schedule only with prior approval and a signed Service Agreement. Payment must be made within two (2) days of the appointment. Further appointments will not be booked if there are outstanding amounts owed.
Failure to attend appointments without prior cancellation not only inconveniences our clinicians, who reserve the whole time slot especially for you, but it negatively impacts our ability to provide much-needed and in-demand services to other clients. Therefore, we have an implemented cancellation policy.
As part of our cancellation policy, all appointments that are not cancelled at least 24 hours PRIOR to the appointment will be subject to our Did Not Arrive fee. This fee is equal to the total cost of the appointment in line with the updated NDIS Pricing Arrangement and Limits guide.
This policy is inclusive of cancellations made as a result of COVID-19 lockdowns where telehealth is deemed clinically suitable and is available. No costs will be charged if a staff member of One Central Health cancels a service or appointment, or if an unavoidable interruption prevents the service from taking place. Alternative arrangements will be explained and arranged with clients where clinically appropriate and available.
Did Not Arrive fees may be automatically charged through Bpoint when unpaid.
All appointment cancellations should be made over the phone by calling our office. If you are calling after hours or our administrative staff are unavailable, please leave a detailed message and our team will be in touch to confirm cancellation.
In the event of frequent cancellations, One Central Health will review your services with you.
For more information regarding our cancellation fee and policy, please contact our team.
Conflict of interest policy
One Central Health (OCH) actively manages real and possible conflicts of interest that have the potential to negatively impact or influence services. This is part of our commitment to always provide safe and high-quality supports.
Where personal interest comes into conflict with a person’s work-related or volunteering responsibilities, One Central Health exercises good governance, to ensure any conflicts are identified and prevented or resolved.
A conflict of interest may be naturally occurring rather than as an indication of improper activity and all conflicts whether real or possible must be identified, declared, recorded, and managed.
This policy supports OCH to apply Standard 6 Service Management (WA Quality System) and Practice Standard 2 Provider Governance and Operational Management (National Quality system).
- To act in accordance with its values, and
- To comply with its general and specific obligations as a registered provider of supports under the National Disability Insurance Scheme (NDIS)
This policy applies to all staff including permanent and casual employees, contract workers, temporary agency workers, and volunteers. Anyone working with or for One Central Health is expected to be familiar with this policy and use the approved procedures for responding to real and possible conflicts of interest.
- One Central Health acts in the best interests of clients and protects them from harm or disadvantage due to real or possible conflicts of interest.
- Clients have the right to services and supports that are effectively managed, regularly reviewed, accountable and contemporary.
- Clients have the right to know about any real or possible conflict of interest that does, or may, affect their services.
- The conflict of interest policy is provided or explained to each client in their own language using their preferred method of communication.
- Clients are provided with advice about support options (including those not delivered directly by One Central Health) to support a person’s ability to make choices and control their services.
- No client is given preferential treatment above another in the receipt or provision of supports.
- People working for or with One Central Health must not seek or receive any personal benefit because of their work including gifts or rewards.
- All real and possible conflicts of interest are declared, documented, managed, and monitored.
- One Central Health will comply with any operational guidelines or instructions about conflict of interest from the funding agency.
As a registered provider of supports under the NDIS, OCH has responsibilities in relation to:
- Managing conflicts of interest generally
- Managing conflicts of interest in plan management and support coordination, and
- Offering or receiving gifts, benefits and commissions.
Managing conflicts of interest generally
The NDIS Terms of Business for Registered Providers requires providers to have policies about potential conflicts of interest in service delivery.
OCH and its team members will ensure that when providing supports to clients under the NDIS, including when offering plan management or support coordination services, any conflict of interest is declared and any risks to clients are mitigated.
All employees will act in the best interests of NDIS participants and other clients, ensuring that participants are informed, empowered and able to maximise choice and control. Staff members will not (by act or omission) constrain, influence or direct decision-making by a person with a disability and/or their family so as to limit that person’s access of information, opportunities, and choice and control.
Employees will ensure that OCH proactively manages perceived and actual conflicts of interest in service delivery. Employees will:
- Manage, document and report on individual conflicts as they arise, and
- Ensure that advice to a participant about support options (including those not delivered directly by OCH) is transparent and promotes choice and control.
As required by the NDIA Terms of Business, all participants will be “treated equally, and no participant [shall be] given preferential treatment above another in the receipt or provision of supports.”
Managing conflict of interest in plan management and support coordination where complete separation of functions is non-viable
Team members performing plan management and support coordination functions will ensure that:
- The organisation’s risk register and/or conflict of interest register includes the ongoing potential conflict of interest
- They declare to clients the potential conflict of interest of OCH being both plan manager or support coordinator and a provider of other supports and affirm that the organisation will act as directed by the client and in the best interests of the client
- Clients will be presented with a range of choices about providers of supports and not only OCH, and staff will not seek to influence the client to select OCH, or
- Brief notes will be made in the client file on our database confirming the advice given to the client.
Gifts, benefits and commissions, and the NDIS
OCH and its staff must not accept any offer of money, gifts, services, or benefits that would cause them to act in a manner contrary to the interests of an NDIS participant. Further, employees must have no financial or other personal interest that could directly or indirectly influence or compromise the choice of provider or provision of supports to a participant. This includes the obtaining or offering of any form of commission by employees or OCH.
This does not prevent providers determining which people they will accept as clients on the basis of considerations such as: provider capability, the consequences of NDIS price caps, location, work health and safety, customer mix, and, risk appetite.
Conflict of interest is a routine agenda item at Executive Meetings.
A conflict of interest register is kept and maintained by the COO with responsibility for risk management with One Central Health.
Conflict of interest is explained to staff during induction by the manager responsible for the induction process. This includes a list of potential conflicts arising from multiple employers, personal relationships and gifts.
Conflict of Interest policy is provided to participants and families during orientation and they are given the opportunity to ask questions.
Advice is provided on appropriate ways to thank or recognise staff.
Staff are required to read the Conflict of Interest Policy and declare any personal interests using a declaration of conflict of interest form. Staff who are unsure about whether something is a conflict of interest should speak to their manager.
Breaches of the conflict of interest policy are managed through supervision, and if required, through performance management or the Constitution/ Rules.
Conflict of interest: when a person working for or with One Central Health has the potential to gain personal advantage or benefit from their work or be influenced in the way they do their work. Conflicts of interest are documented and reported to management.
Personal interest: refers to a person’s own interests and those of their family and friends and/or any organisations they support of are involved with.
Benefit: Any product, service, or advantage given to a person due to their work. This can include money, gift cards, gifts or discounts or favourable treatment.
Related policy and procedures
- Document Management Policy and Procedure
- National Disability Insurance Scheme (Registered Providers of Supports) Rules 2013
- Terms of Business for Registered Providers (effective 1 July 2016)
Related legislation and standards
- NDIS Quality and Safeguarding Practice Standards 2018
- NDIS Terms of Business March 2017
- National Standards for Disability Services 2013
- Corporations Act 2001
- Associations Incorporation Act 2015(WA)
Feedback and Complaints Policy
This policy outlines One Central Health’s (OCH)s overarching approach to collecting, responding to and monitoring feedback and complaints. Complaints may be from service users, family, guardians, service organisations or other stakeholders.
OCH uses the following principles to support complaints management: positive complaints culture; accountability; fairness; confidentiality; accessibility; and responsiveness.
Service users are encouraged to provide feedback on services using the Client Feedback Sheet. General client feedback should be used as part of continuous improvement mechanisms.
Service users are encouraged to provide complaints. Clients can be made via the Client Feedback Sheet or verbally to an employee. All employees are able to receive complaints. If a complaint is received verbally the staff member records the complaint.
Complaint information should be forwarded to the Manager/Director who will review the information and coordinate a response including:
- acknowledging the complaint (in writing within five to seven days);
- checking the authority of the person making the complaint; and
- clarifying the issues and outcome sought.
If the complaint concerns the General Manager it is forwarded to the Director.
Initial Assessment of Complaint
An initial assessment of the complaint is to occur to determine how the complaint should be managed and by whom.
Responding to Feedback or Complaints – Informal Resolution
If it is best determined that an informal resolution should address the complaint, then the staff member will:
- provide an explanation / apology;
- communicate any changes made as a result of the complaint;
- check whether the person making the complaint considers the complaint resolved; and
- document the outcome.
Responding to Feedback or Complaints – Formal Resolution
If it is best determined that a formal resolution should address the complaint, then the Manager will:
- consider any safety issues and whether a report to an external agency is required;
- provide details of the complaint to any relevant staff;
- advise parties as to what they can expect from the complaint process;
- gather relevant information such as research, documentation, witness statements and consider any legal implications;
- determine a resolution in consultation with all parties e.g. formal meeting, letter, apology and/ or mediation;
- discussion outcome with person making the complaint to check it is resolved;
- record the complaint.
In responding to complaints, employees are to:
- consider the sensitive and/or confidential nature of a complaint and the privacy of the individual making the complaint.
- only record factual information that can be supported by evidence or note that the information is not yet substantiated.
- consider whether the complaint needs to be managed in a particular way either because the person making a complaint has specific rights of review or because the complaint includes allegations that must be reported to an external body. For example, criminal allegations should be reported to the police.
- reassure the complainant that making a complaint will have no negative consequences or repercussions on their service provision.
- inform the complainant they can select which staff member is their primary contact regarding the complaint and ask if they wish to nominate a particular person.
- keep the complainant informed at all stages of the decision making process concerning their complaint and the reasons for those decisions.
The Director will monitor complaints for trends and opportunities for continuous improvement.
The Health and Disability Service Complaints Office
The Health and Disability Service Complaints Office (HaDSCO) can receive service user / family complaints. The HaDSCO is available to help if:
- complaints can’t be resolved at the service provider level;
- stakeholders would like assistance to approach service providers; or
- stakeholders are unwilling or don’t think it is appropriate to contact the service provider personally.
In line with this, OCH will attempt to resolve all complaints locally but support stakeholders to contact the HaDSCO as required.
Incident and Critical Incident Policy & Procedure
This policy outlines how One Central Health (OCH) responds to incidents and critical incidents involving service users, staff, volunteers, family and visitors.
The organisation will seek, prevent and manage incidents and critical incidents through reporting of near misses, responding effectively to critical incidents and taking corrective action when necessary in line with the Act.
Responding to an incident, critical incident or near miss
All staff in the event of an incident, critical incident or near miss are to:
- ensure the safety of participants, staff and any other people present;
- call the police if there is immediate danger or criminal activity underway;
- secure property, if relevant; and
- contact their direct line manageras immediately as possible.
Reporting an incident, critical incident or near miss
OCH staff are to report incidents, critical incidents and near misses and in the following manner:
- the issue is reported in writing immediately to their direct line manager,
- the issue is documented on the client file through a file note;
- the issue is documented on the Incident Register;
- if defined as a reportable critical incident, a Critical Incident Report is lodged through the NDIS Quality and Safeguards Commission portal; and
- if of a criminal nature the police should be contacted.
If the incident involved harm to an employee, the Work Health and Safety Policy and Procedure will also need to be adhered to.
Consent from the service user and/or guardian to report information in the Critical Incident Report to the NDIS Quality & Safeguards Commission must be obtained (or attempted to be obtained with a report on why consent couldn’t be obtained if occurs). This process does not replace obligations to report suspected crimes to police or other relevant authorities.
The responsibility related to serious or critical incident reporting belongs to the disability sector organisation. This also applies to incidents that occur when the individual or individuals are outside the receipt of service in addition to incidents that occur within the receipt of service.
Serious or critical incident reporting should be completed for each individual separately when multiple individuals are involved. If one individual is involved in several incidents, each separate incidents requires an individual report.
Investigating the critical incident
The Chief Operating Officer has a responsibility to conduct an internal investigation processes to:
- analyse the critical incident;
- assess the impact on the participant(s) and staff;
- consider whether, and if so how, the incident could have been prevented;
- assess how well the response was managed; and
- identify what policy and practice changes, if any, need to be made to prevent a future incident and/or to minimise the impact of the incident on the participant(s).
Monitoring and Review
The Chief Operating Officer is responsible has a responsibility to:
- track near misses, determine how and why they have occurred and demonstrate corrective action taken to prevent a similar or more serious incident from happening in the future; and
- review the Incident Register including progress on actions taken to prevent a recurrence of the incident.
Management will provide staff training to:
- identify and respond appropriately to incidents and near misses when they occur;
- understand incident management policy and procedures along with their roles and responsibilities; and
- comply with incident management policy and procedures.
In addition to the above, the organisation will:
- maintain a record of staff training in relation to incident management policies and procedures;
- advise relevant parties such as legally appointed guardians, persons nominated as decision makers by the participant or significant others, as soon as possible;
- ensure families and carers are well supported in the event of an incident
- confirm participants impacted by the incident consent to their details being included in the incident report;
- ensure families and carers are aware of and understand the process for, incident reporting and management;
- ensure families and carers are appropriately included in any investigation of the incident and advised of the outcome of the incident investigation;
- make records available to the Commission as part of the quality assessment process and to contribute to any investigations related to critical incidents; and
- should a crime be suspected, ensure that participants and staff are safe and that any actions by management or other staff do not compromise a potential police investigation.
Risk Management Policy
One Central Health (OCH) is dedicated to always ensuring the health and safety of its service delivery and service environment. All stakeholders are expected to comply and conduct themselves in accordance with high quality standards. OCH has a low-risk appetite and expects low risks of injury, harm, and damage to stakeholders and/or assets. Where appropriate, a higher level of risk tolerance will be considered acceptable in relation to standard business practice and clients’ dignity of risk and human rights regarding choice and control.
OCH has a legal and ethical obligation to ensure its staff, people with disability and visitors are not harmed during the use of OCH’s services. This policy outlines how OCH prepares for and responds to risks as part of OCH ’s ongoing commitment to providing safe, high-quality services.
OCH is a registered NDIS provider and is subject to the WA Quality System/ NDIS Quality and Safeguarding Commission.
The purpose of this policy is to outline the risk management policy and procedures of OCH. Additionally, it provides guidance regarding risk management to support the objectives of the organisation, provide protection for all stakeholders and assets, and ensure financial sustainability.
This policy applies to all employees and volunteers and supports OCH’s risk management strategy and good governance of organisational and individual risk. This policy works alongside individual safeguarding policy and the Code of Conduct.
This policy is taken into consideration for all business strategic planning, quality auditing, service provision, project management, financial planning, and auditing purposes.
The Executive Management team supports the CEO to identify, mitigate and manage risk with the organisation. The COO is responsible for maintaining the risk register and ensuring Managers implement risk treatments as directed.
- OCH services should be safe for people to use.
- While some risks cannot be eliminated, action is taken to identify risks and remove, minimise or manage them.
- Risks and the plans to mitigate them are documented.
- People accessing OCH’s services will be informed about any risks.
- OCH is committed to continuous improvement and adapts its services to improve safety on an ongoing basis.
The responsibilities of risk management are supported by all employees and stakeholders at all levels of the organisation.
CEO (Executive Management) – To ensure corporate governance including but not limited to ensuing the Strategic Plan is adhered to in terms of vision and direction, continuous improvement, and risk improvement.
COO (Executive Manager) – Maintenance of a risk register and supervision of risk improvement strategies and directives.
Staff (including employees, contractors, volunteers, and students) – Adherence to the policies and procedure set out in this document; specifically, the identification and reporting of risks, risk-assessed decision making and the observation of OCH’s risk control.
All stakeholders are encouraged to proactively integrate risk-management strategies, identify, and report risks, and disclose information related to risk management in an open and honest fashion.
A risk assessment is undertaken for all organisational processes, services, products and assets.
Risks are assessed based on their likelihood and the potential for harm. Resources are provided to eliminate, minimise or manage risks. Responses must be proportionate to the level of risk.
OCH maintains a risk register that is reviewed following any complaint, accident, or incident. The risk register is also routinely reviewed annually.
OCH complies with all mandatory reporting requirements related to safeguarding of people with disability, quality management and workplace safety.
People accessing services, their families or carers, staff and volunteers are made aware of risks.
Feedback from people with disability accessing the service, complaints and the results of formal evaluations are used to update the risk register and improve practice.
Process for risk management
The following steps should be followed as part of the process for risk management.
- Identify the risk.
- Identify the context and severity of the risk.
- Provide an analysis and evaluation of the risk.
- Ensure that the risk is reported, treated, and monitored.
- Review the risk improvement strategy and make relevant amendments.
Risks can be identified in several ways and using a variety of tools, strategies, and techniques, including but not limited to:
- Direct stakeholder observation
- Strategic planning
- Financial planning
- External/internal audit
- Event, project, and group reports
- Professional development and continuous improvement reports
- Feedback from stakeholders e.g., employees, clients, support networks, advocates etc.
- Risk management matrix
As part of the identification of risks, a comprehensive analysis to assess the likelihood of the risk and its consequences is to be conducted. This will allow treatment, management, control and monitoring to be more accurate and effective.
The assessment of a risk’s rating will determine the urgency and severity of the treatment, response, and management.
Risk register policy
The risk register policy is maintained by the COO of OCH. Its purpose is to provide a systematic documentation system to ensure the early identification, management, and resolution of risks in a timely and effective manner.
The risk register policy will ensure that adequate information regarding risk analysis and assessment is maintained and reviewed allowing for accurate, effective, and concise information to inform decision making and response.
It is a priority of OCH to ensure that all risk information is complete, accurate and maintained.
Risk treatment and strategies
Risk treatment and strategies will be implemented in a financially responsible and efficient manner to reduce the identified risk to an acceptable level.
All strategies will consider the right of all people to dignity of risk choice and control.
As part of the continuation of the risk management policy, all risk treatments and strategies will be monitored and continually reviewed to ensure that the risk exposure remains at an acceptable level.
This policy outlines One Central Health’s (OCH) overarching approach to safeguarding.
OCH is committed to promoting and protecting individual rights. This policy outlines the role of safeguarding supports and mechanisms to ensure the safety of people with disability and the quality of services.
OCH is dedicated to providing an environment where people with disability (to whom it provides services) are protected from abuse, neglect or harm and where staff work according to our organisational values.
This policy guides staff to support people to exercise their rights and exercise choice and control over their services.
Safeguarding – Actions designed to protects the rights of people to be safe from the risk of harm, abuse and neglect, while maximising the choice and control they have over their lives. Safeguarding improves safety and wellbeing, while imposing the least possible restriction on an individual and their choices.
Abuse – Refers to sexual assault, physical, emotional, financial and systemic abuse, domestic violence, constraints and restrictive practices and neglect.
Assault – Any attempt or threatened attempt to cause unwanted immediate physical contact or bodily harm that puts the victim in fear of such harm or contact.
Duty of care – A requirement a service provider has, to take reasonable care to avoid foreseeable harm to a person.
OCH uses a values-based approach to recruitment to ensure staff are able to contribute to the culture of and human rights, including the right to be free from harm, abuse and neglect. All prospective employees are required to undergo pre-employment screening before being offered a position at OCH.
Staff will be supported to undertake safeguarding training as identified by their Manager. Supervisors are required to support the ongoing understanding of staff on issues relating to safeguarding by providing information, professional development and support on a case by case basis.
All staff are responsible for safeguarding the wellbeing and safety of people with disability in receipt of a service from OCH. Any staff member aware of any risk to a person with disability, whether that is a concern or a specific incident, must report it immediately to their line manager.
Safeguard planning must consider the persons situation and their strengths. This includes any potential risks, corresponding safeguards and strategies to build the person’s capacity and skills. When developing individual safeguarding strategies, the person with disability will be involved in the process, along with others the person with disability identifies as essential.
A balance needs to be achieved between meeting duty of care responsibilities and the person’s freedom to make decisions. OCH supports people with disability to make informed decisions and choices including being aware of any risks or consequences, recognising that all people learn and grow from trial and error.
If there is an occasion where the person with disability is unable to assess and recognise risks in a particular circumstance, supported decision making should be considered. If this is the case, the nominated representatives should also be involved in the consideration and determination of an individual’s safeguards. This is often family members, carers and/or advocates.
Handover notes between staff or with other service providers must include formal advice of safeguarding requirements as part of OCH’s duty of care, subject to any legal privacy considerations and the consent of the person with disability we support.
All staff are required to ensure detailed, accurate and up-to-date records and information are maintained for OCH to meet its legal, contractual and mandatory reporting requirements. OCH relies on this information, and information from individuals, families, advocates and other key stakeholders to regularly monitor service delivery and inform service review. Information collection and analysis is undertaken to identify early warning signs for overall service improvement and identifies trends in practice and service delivery that could be improved.
Staff members must record any concerns in the individual progress notes and advise their line manager immediately.
People with Disability Protection Policy and Procedure
One Central Health (OCH) recognises that all people with disability, regardless of their age, cultural background, gender, or personal characteristics, have important rights, including to:
- Be protected from harm
- A safe and nurturing environment
- Be listened to and valued
- Feel respected
- Experience positive developmental outcomes.
OCH is committed to the protection and safety of people with disability who access our services. We acknowledge that contact and working with people with disability is a critical responsibility.
We recognise physical, emotional and psychological safety as the basis for healthy development and wellbeing. Our role is to keep people with disability safe from physical abuse, emotional abuse, financial abuse, psychological abuse sexual abuse, violence, exploitation, discrimination and neglect.
Safety is the first consideration in all of our activities and management practices. This includes protection and safety from all forms of abuse and neglect, including acts of commission and omission, both intentioned and unintentional, caused by individuals and/or from our processes and systems.
To build and maintain a safe organisation, OCH has a comprehensive and integrated policy framework, which applies to all employees, volunteers and carers. This policy framework provides guidance in relation to the following areas to ensure the protection and care of people we work with:
- Management systems
- Human resources
- Risk assessment and management
- Safety and quality integration
- Assessment and planning
- Focusing on positive outcomes
- Ensuring cultural safety and appropriateness
- Confirming consumer rights
All staff share the responsibility and have an obligation to meet OCH’s objectives to:
- Promote practices where the protection, safety and wellbeing of people with disability is paramount at all times.
- Promote a culture where everyone is treated with dignity, equality and respect.
- Listen to and respond appropriately to the views and concerns of people with disability.
- Take all reasonable steps to ensure the physical, emotional and psychological safety and protection of people with disability.
- Ensure all clients their rights, including access to understandable material explaining what they can expect when receiving services from us.
- Ensure people with disability have easy access to and confidence in various communication channels, support, advocates, and people who will listen to and act on their concerns.
- Ensure we respond quickly, fairly and transparently to any disclosure, issue or complaint made by a person with disability or their parent/guardian or other advocate.
- Identify, assess and manage risks to ensure continuous, safe, responsive and efficient services.
- Ensure the privacy and confidentiality of information.
- Act in accordance with all relevant laws and regulations.
- Provide services and programs in an effective, safe and responsive way to ensure positive outcomes for all people and communities.
- Provide services and programs in a culturally safe and appropriate manner.
- Provide services and programs in a way that strengthens the rights of people with disability, empowers them and is ethical.
Person Centred Practice Policy
One Central Health (OCH) believes people with disabilities have the right to choose the services and supports provided to them and how that service/support will be delivered. OCH is committed to guiding and supporting service users and working in collaboration with them to identify their needs, goals, preferences and develop individual plans that reflect these.
Person centred planning – A process of continually listening and learning, focused on what is important to someone now and for the future, and acting on this in alliance with their family, carers, friends and substitute decision makers.
OCH employs the following person centred principles in our work with service users and their family, carers, friends and substitute decision makers:
- The focus is on the service user, who they are, their unique interests, lifestyle preferences and needs
- Concentrate on the aspirations, hopes and dreams the service user and their family have for their future life
- Involve family, friends, significant others, advocates and other service providers to encourage the growth of the service user’s network and community engagement
- Decision making and choice is situated with the service user and their allies
- A clear value base for achieving genuine social inclusion and community participation, and
- Organise individualised supports and reduce reliance upon the service system.
The individual plan belongs to the service user and should be translated into a format that the service user understands for their personal use when required, e.g. plain English, low literacy versions or audio.
The plan documents service user goals, aspirations and strategies and how these strategies will be put in place to achieve those goals and aspirations. Individual Plans are developed and reviewed on a yearly basis or earlier if considered necessary.
A variety of tools may be used to support the development of the plan.
These can include:
- One page profiles
- Communication profiles
- Relationship circles
- Allied Health Assessments
All staff will be provided with training in person centred approaches and how to work collaboratively with service users.
Participation and Inclusion Policy
One Central Health (OCH) will actively promote the genuine connection and active inclusion of service users with disabilities in community and civic life in ways that are important and meaningful to them.
To facilitate this commitment OCH will develop connections and promote opportunities for service users to have meaningful and active participation in civic life within the scope of its role as an ABA provider.
To ensure this commitment, OCH will:
- Recognises that each individual is unique and has their own interests and skills
- Support and encourage service users to realise their goals, dreams and aspirations
- Implement person centred planning principles and guidelines to ensure control and decision making is afforded to the service user and their family/carers
- Support and encourage service users to identify how they would like to live their life
- Develop plans which outline ways in which service users can actively and meaningfully participate in community and civil life
- Ensures there is an awareness of and sensitivity to an individual’s cultural beliefs and background which will include providing opportunities for the individual to make meaningful connections with culturally appropriate groups.
- Encourages partnerships with other organisations and community members to provide opportunities for individuals to actively participate in and play a meaningful role in their community.
- Promotes a collaborative approach with the individual, their family and friends to provide opportunities for community inclusion and participation.
- Train staff in the importance of community participation and inclusion. This would include how to encourage and support service users to actively and meaningfully participate in community and civic life.
Participation – Taking part in and sharing activities with people with similar interests to achieve personal goals.
Inclusion – A sense of belonging developed when a person is accepted by others, seen as an individual, has interactions with others and not excluded.
Civic life – Participating in the life of the community of which one is part.
Planning meetings support and encourage service users to realise their goals, dreams and aspirations. They focus on acknowledging service users formal and informal supports as well as connections. Planning meetings also investigate the opportunity for community participation and inclusion and identify strategies to address barriers.
Surveys record level of satisfaction amongst service users, stakeholders and families. They provide indications of the level of satisfaction service users have with their community participation and highlight areas of need for increased community inclusion. OCH will collect feedback (formal and informal) around its performance from service users and families during planning and review functions and through annual service user and staff surveys.
Informal Conversation and Feedback
These informal conversations happen on an irregular basis and can be face-to-face or over the phone. They highlight specific instances of community participation and integration for service users and often involve looking at changes in support to accommodate service user preferences. Conversations are documented within service user records as per the Document Management Policy and Procedure.
Communication plans are specific to service users and information is documented about the service user’s journey towards set goals. They are critical when it comes to documenting the service user’s ability to participate in or integrate into the community. This evidence is used to identify how to move the service user from participation to inclusion in their community.
Training at OCH focuses on the importance of community participation and inclusion. Specific training is provided to assist staff to build their skills and capacity so they can encourage service users to actively and meaningfully participate in community and civic life. This begins with induction of staff upon employment. Further information is contained within the Staff Handbook.
Separated Parents Policy
At One Central Health, our focus is on the medical, emotional and psychological wellbeing of the children and young people we see. Amongst the children who attend our clinics, many come from separated families. Conflict and communication breakdown within families can limit collaboration with healthcare providers and impact optimal treatment outcomes for the child. This policy hopes to outline our practices’ philosophy to families so that we can collaborate in the best possible manner. Our ultimate goal is to prioritise the best interests of your child(ren) and streamline assessment and management.
- We expect that separated parents work together respectfully and cooperatively, regarding the care of their child. Decisions regarding a child’s medical treatment (e.g. whether to commence medication or start intervention or therapy) should be made jointly by both parents wherever possible.
- Parent(s) must provide us with a copy of any relevant legal documents or court orders.
- Either parent or legal guardian can schedule an appointment with their child, be present at their appointment and/or be sent a copy of their report unless there is a court order restricting their involvement in their child’s care. If this is the case, please ensure you provide these court orders at your first visit to the clinic.
- If one parent makes the appointment, it is the responsibility of this parent to inform the other parent, invite them to attend, and provide them feedback after the appointment.
- Clinic reports will be sent to the parent who attends the appointment, and it is the responsibility of that parent to forward it to the other parent. We are generally unable to provide separate feedback to each parent but welcome both parents to attend appointments and can provide copies of correspondence to each parent, if specifically requested.
- Payment is to be made on the day of the child’s appointment. If there is a legal agreement that requires the other parent to pay all or part of the treatment costs it is the attending parent’s responsibility to settle the account and collect reimbursement from the other parent.
- Where there is significant conflict, we reserve the right to request the court orders, obtain signed consent from both parents, or limit our services until the dispute has been resolved. If necessary, we may discharge a family from the clinic if the conflict is disruptive to the clinic or impedes the care of the child.
- We do not take referrals where the purpose of the assessment is to generate information for legal decision making around custody issues of parental separation.
We always try our best to accommodate all family circumstances. Please help us to provide the best care for your child(ren) by providing all information regarding your family’s situation at your first appointment with us.
Quality and Continuous Improvement Policy
This policy supports One Central Health (OCH) to apply the National Standards for Disability Services, in particular Standard 6: Service Management.
OCH is committed to continuous service improvement. Continuous improvement requires a deliberate and sustained effort and a learning culture. It is results-driven with a focus not only on strengthening service delivery but also on individual outcomes of our clients.
This policy guides the design and delivery of services and ensures OCH maintains high standards, improves systems and processes, adapts to changing needs and demonstrates organisational improvement.
All staff, whether permanent or casual, contractors or volunteers are responsible for monitoring how well OCH’s services and supports are working.
- All services provided to people with disability (and their families and carers) and all processes and procedures undertaken by staff are the best they can be.
- Services are regularly reviewed and measured for quality and effectiveness.
- Staff and people with disability are encouraged to provide feedback on how to improve service delivery.
- People with disability should be involved in all decision-making processes that affect them.
- People with disability, family and carers can provide valuable insights about the effectiveness of services, highlight any gaps/or issues that arise and provide ideas for improvements and innovation.
- A learning culture of quality of the organisation ensures all staff, regardless of their role, contribute to service quality and quality management.
- Planning, resource allocation, risk management and reporting are critical for continuous improvement and part of an integrated approach that supports OCH’s operations.
- OCH is committed to innovation, high quality, continuous improvement, contemporary best practice and effectiveness in the provision of supports to people with disability.
Continuous improvement – The ongoing effort to improve services, systems, processes or products to maximise individual outcomes. Evidence-based approaches are used the organisation adapts to changing needs of the community or people accessing services.
Quality management – Systems and processes used to monitor, review, plan, control and ensure quality of services, supports or products. Sometimes referred to as quality assurance.
This procedure recognises the valuable role that people with disability and staff play in improving services and outcomes. All staff, whether permanent or casual, contractors or volunteers, are responsible for monitoring how well OCH’s services and supports are working.
Continuous improvement is embedded within:
- service design and planning.
- feedback review and evaluation
- continuous improvement planning.
Risk management and reporting are critical for continuous improvement and part of an integrated approach that OCH supports. Risk management policies and procedures will shortly be developed which support the delivery of quality services and continuous improvement within OCH.
Service Design and Planning
OCH analyses internal and external environments to understand the broader disability sector and best-practice, contemporary services. This includes engagement with people with disability and other key stakeholders (staff, families, carers, guardians, advocates and other relevant parties as appropriate).
Key stakeholders can provide valuable insights about the effectiveness of services, highlight any gaps/or issues that arise and provide ideas for improvements and innovation. People with disability should be involved in all decision-making processes that affect them.
OCH uses a range of processes to proactively identify and recommend improvement opportunities including:
- strategic planning;
- business planning; and
- service feedback collection, review and evaluation involving input from people with disability.
Feedback, Review and Evaluation
OCH undertakes analysis and reporting of data and information to measure and evaluate performance against established goals. This includes regular audit activity to monitor and review performance and compliance with relevant standards and legislation.
- gap analysis/emerging areas;
- complaints and feedback (formal or informal);
- accident and serious incident reports;
- National Standards for Disability Services self-assessment;
- service reviews with people with disability;
- staff exit interviews; and
- exit interviews for people with disability, families and carers.
Recording and Monitoring Continuous Improvement
People with disability, families, carers, advocates and all staff are encouraged to speak up at any time and raise any concerns they have as well as provide their service improvement ideas on organisational processes, procedures and systems.
OCH has a dedicated focus on continuous improvement which is addressed at all internal staff and management meetings. Any concerns and broader quality improvement ideas are recorded and retained, with active improvement opportunities undertaken, where appropriate.
Continuous Improvement Plan
A continuous improvement plan/register will soon be developed. This document will encourages communication, questioning and analysis of new and existing activities and outlines what OCH will do to meet the highest standard of service and apply best practice. The plan supports:
- An organisational culture that values all people.
- Communication, information sharing and critical thinking.
- Application of the NSDS and philosophy of the NDIS into practice.
Related legislation and standards
The following items of legislation, standards, regulations and guidelines have been considered in the formation of One Central Health’s policies and procedures:
- AS/NZS ISO 31000:2009 Risk Management: Principles and Guidelines
- Associations Incorporation Act 2015(WA)
- Australian Human Rights Commission Act 1986 (Cth)
- Carers Recognition Act 2004 (WA)
- Corporations Act 2001
- Department of Education Policy
- Department of Health Policy
- Disability Discrimination Act 1992
- Disability Services Act 1993 (WA)
- Fair Work Act 2009
- Health and Community Services Complaints Act 2016
- National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018
- National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018
- National Disability Insurance Scheme (Registered Providers of Supports) Rules 2013
- National Disability Insurance Scheme Act 2013
- National Standards for Disability Services (Standard 5)
- National Standards for Disability Services 2013
- NDIS and Conflict of Interest Policy and Procedure
- NDIS Quality and Safeguarding Framework
- NDIS Quality and Safeguarding Practice Standards 2018
- NDIS Pricing Arrangements and Terms of Business
- Occupational Safety and Health Act 1984 (WA)
- Privacy Act 1988 (Commonwealth)
- Privacy Amendment (Enhancing Privacy Protection) Act 2012 (Cth)
- Privacy Amendment (Private Sector) Act 2000
- The Use of Interpreters Policy and Procedure
- United Nations Convention on the Rights of Persons with Disabilities
- United Nations Convention on the Rights of the Child
- Universal Declaration of Human Rights
- Work Health and Safety (National Uniform Legislation) Act
- Work Health and Safety Act 2011 (Cth) (WHS Act)
- Work Health and Safety Code of Practice 2011 (Cth)
If you have any enquiries related to the above policies, please contact us today.
(08) 9344 1318
Suite 1, 194 Main Street, Osborne Park WA 6017