2.4 QUALITY MANAGEMENT POLICY AND PROCEDURE
1.0 Purpose
To ensure that each participant benefits from a quality management system relevant and proportionate to the size and scale of the provider, which promotes continuous improvement of support delivery.
2.0 Scope
The policy applies to:
- My Life Accommodation and Care Solutions employees, whether permanent or casual, contractors, volunteers, and stakeholders
- All participants, their families, carers and/or advocates.
3.0 Definitions
N/A
4.0 Policy
My Life Accommodation and Care Solutions quality management system:
- Supports continuous improvement by implementing best practice outcomes, risk-related data, and evidence-informed practice
- Incorporates feedback, compliments, and complaints from participants, My Life Accommodation and Care Solutions employees and other stakeholders to improve services and procedures
- Reflects the governance and organisational structure or My Life Accommodation and Care Solutions
- Aligns with the mission and vision of My Life Accommodation and Care Solutions
- Conducts internal audits relevant to the scope and complexity of supports delivered to ensure continuous quality of services delivered
- Maintains ongoing improvement and revisions of policies and procedures, processes, and services to ensure continual compliance with relevant legislations, obligations and standards
- Records all relevant improvements in the Continuous Improvement Register and implement into the policies and procedures of My Life Accommodation and Care Solutions as require; and
- Provides continuous training to all My Life Accommodation and Care Solutions employees.
4.1 Responsibilities
4.1.1 Responsibilities of the Director and/or Appointed Delegate
- Implement and manage an effective quality management system that supports service delivery and positive outcomes
- Ensure that services and support provided to a participant meets the requirements of NDIS standards and guidelines
- Review organisational objectives and targets to ensure that My Life Accommodation and Care Solutions operations are aligned with them; and
- Review feedback, compliments and complaints and provide corrective action in a timely manner.
4.1.2 Responsibilities of All My Life Accommodation and Care Solutions Employees
- Ensure that all feedback, compliments, and complaints are reported to the Management Team in a timely manner
- Ensure that all incidents and/or hazards are reported to the Management Team in a timely manner
- Report any improvement opportunities to the Director and/or Management Team; and
- Participate in internal audits, if required.
5.0 Procedure
5.1 Internal Audit
Internal audits will be conducted bi-annually and annually to ensure My Life Accommodation and Care Solutions continually meets NDIS standards, guidelines, and relevant legislation. The individual carrying out an audit of any aspect of My Life Accommodation and Care Solutions will be provided with relevant training and be independent of the process being audited.
Internal audit outcomes should be recorded within an Internal Audit Report. Any non-conformities should be recorded on the Quality and Continuous Improvement Register and be reported to the Director and/or appointed delegate in a timely manner. It is the responsibility of the Director and/or appointed delegate to raise non-conformities in relevant management review meetings where the outcome of the audit should be reviewed, and corrective actions can be implemented.
5.1.2 Regular Internal Activities
The following activities are to be conducted as per the frequency specified on the table below:
Activity | Frequency | Responsible |
Fundamental Documentation 1.1 Strategic and Operational Plan 1.2 Participant Handbook 1.3 Service Agreement 1.4 Participant Charter 1.5 NDIS Policy and Procedure Manual | Annually | Director and/or appointed delegate |
Marketing and Networking 2.1 Website 2.2 Print Resources | Periodically | Director and/or appointed delegate |
Finance and Government 3.1 Price Guide 3.2 Documentation Creation 3.3 Services Promotion 3.4 Financial Management 3.5 Compliance Management | Annually | Director and/or appointed delegate |
Employment Procedures 4.1 Employment Management | Annually | Director and/or appointed delegate |
Human Resources 5.1 Human Resource Implementation 5.2 Employee Performance Development Review | Annually | Director and/or appointed delegate |
Privacy and Confidentiality 6.1 Privacy and Confidentiality Protocols | Annually | Director and/or appointed delegate |
Referral Networking 7.1 Referral System 7.2 Networks | Annually | Director and/or appointed delegate |
Complaint and Feedback Process 8.1 Complaints and Feedback Information 8.2 Complaints and Feedback Documentation (Provided Forms) 8.3 Feedback, Compliments and Complaints Register | Annually | Director and/or appointed delegate |
Injury and Abuse Protocols 9.1 Injury and Abuse Protocols | Annually | Director and/or appointed delegate |
Risk Management 10.1 Risk Management Observations 10.2 Financial Risk Management 10.3 Risk Management Documentation 10.4 Business Emergency and Disaster Management Plan 10.5 Management Review Meeting | Annually | Director and/or appointed delegate |
Assessment, Planning and Review 11.1 Assessment, Planning and Review 11.2 – Assessment, Planning and Review Documents | Annually | Director and/or appointed delegate |
Audit Review 12.1 – Audit Review 12.2 – WHS Audits and Inspections | Annually | Director and/or appointed delegate |
6.0 Related Documents, Legislation, Regulations and Standards
- Incident Form
- Incident Register
- Feedback, Compliments and Complaints Form
- Risk Assessment Form
- Risk Register
- Quality and Continuous Improvement Register
- Quality and Continuous Improvement Plan
- Internal Audit Template
- Internal Audit Report
- Internal Audit Schedule
- Legislative Compliance Register
- Meeting Minutes
- Incident Management Policy and Procedure
- Work Health and Safety Act 2011
- National Disability Insurance Scheme Act 2013
7.0 Policy Review
This Quality Management Policy and Procedure will be reviewed on an annual basis to ensure that My Life Accommodation and Care Solutions operates in accordance with legal, regulatory and company standards. This process will include a review and evaluation of current practices and service delivery types and locations, relevant policies and procedures, forms and registers and will incorporate all My Life Accommodation and Care Solutions employee, participant, and other stakeholder feedback.
My Life Accommodation and Care Solutions Quality and Continuous Improvement Register will be used to record and monitor progress of any improvements identified and where relevant feed into service planning and delivery processes.
My Life Accommodation and Care Solutions may make changes to this Quality Management Policy and Procedure at any time to allow for continual improvement, evaluation, and implementation of best practices to improve the effectiveness of its operation.
