NDIS Policies and Procedures Manual – Core Module
Document Number: CM-POL-004
Document Control
This table shows a record of significant changes to the document.
| Legal Name: | Holistic Healthcare Management Services |
| ABN: | 20695058096 |
| ACN: | 695058096 |
| Primary address/head office: | 15 Agasse Way, Tapping WA 6065 |
| Document Name: | NDIS Policies and Procedures Manual – Core Module |
| Document Number: | CM-POL-004 |
| Approved by: | Director |
| Date Approved: | February 2026 |
| Version No: | 1.0 |
| Comments: | Initial Release of the Policies and Procedures Manual |
| Next Review Date: | May 2026 |
Introduction and Purpose
The purpose of this policy is to ensure that every participant supported by Holistic Healthcare Management Services is empowered to make informed choices, exercise control over their care, and maximise their independence. This commitment reflects a participant-centred approach where individual needs, goals, and preferences guide the delivery of services and support.
The policy aims to provide a structured framework for ensuring that participants are equipped with the necessary information to make decisions, are given the opportunity to take risks where appropriate, and have access to advocates and resources to support their autonomy. By embedding these principles into practice, Holistic Healthcare Management Services seeks to promote respect, dignity, and personal growth for all participants.
Scope
This policy applies to all staff, contractors, consultants, and representatives of Holistic Healthcare Management Services who are involved in the assessment, planning, delivery, or review of supports provided to participants. It encompasses all interactions with participants, ensuring that their rights to independence and informed choice are upheld at all times.
It also applies to participants across all settings, ensuring they are consistently empowered to direct their care and supported in exercising their autonomy, regardless of their level of need or dependency.
Definition
| Term | Description |
|---|---|
| Informed Choice | A process in which participants are provided with clear, accurate, and accessible information to make decisions about their care. This includes understanding the benefits, risks, and alternatives associated with their choices. |
| Dignity of Risk | A principle recognising participants’ right to take reasonable risks as part of their decision-making process, supporting their autonomy and self-determination. |
| Advocate | An individual chosen by the participant to represent their interests, providing guidance and support in decision-making processes. This can include independent advocates. |
| Autonomy | The ability of participants to direct their own lives, make their own decisions, and have those decisions respected. |
Outcomes and Indicators
| Term | Description |
|---|---|
| Each participant is supported by the provider to make informed choices, exercise control and maximise their independence relating to the supports provided. |
|
Guiding Principles
- Participant-Centred Care: Participants’ preferences, goals, and values are prioritised in all aspects of their care. Support workers and practitioners are trained to actively involve participants in decisions, ensuring their voices are heard and respected at every stage of support planning and delivery. This aligns with Indicator 1, which promotes active decision-making and individual choice.
- Empowerment Through Information: Participants are provided with timely, clear, and accessible information about their options for support. This includes presenting information in a language, mode of communication, and format that the participant understands. Information should be shared in a way that respects the participant’s cognitive, linguistic, and sensory needs, ensuring they can make informed decisions confidently (Indicator 1, Indicator 4).
- Respect for Autonomy: Holistic Healthcare Management Services upholds participants’ rights to make decisions about their lives, including decisions involving risk. Participants are supported in understanding the potential benefits and challenges of their choices, with a focus on empowering them rather than limiting their autonomy (Indicator 2). Participants’ rights to intimacy and sexual expression are also recognised and respected, fostering an environment where personal relationships and choices are valued (Indicator 3).
- Advocacy and Representation: Participants are encouraged to access advocacy services if needed. Advocates are welcomed to support participants at any stage of their care, from planning to review and exit. This principle aligns with Indicator 5, which emphasises participants’ rights to independent advocacy and support.
Policy
Active Decision-Making and Individual Choice
Participants are encouraged and supported to make decisions about their care and supports. Information is shared in a way that is accessible and easy to understand, using plain language, visual aids, or interpreters where needed. Staff are trained to check for understanding and ensure participants feel confident in their choices. Participants are given time and space to consider their options, consult with their support network, and seek advice before finalising decisions (Indicator 1, Indicator 4).
Dignity of Risk
Participants are supported to make decisions that involve taking reasonable risks. Staff provide clear explanations of the potential benefits and challenges of different choices, ensuring participants feel informed and empowered. Risk assessments are conducted in collaboration with participants to identify potential safeguards without undermining their autonomy. This principle recognises that reasonable risk-taking is an essential part of personal growth and independence (Indicator 2).
Respecting Autonomy and Intimacy
Participants’ autonomy is respected in all aspects of their care, including their right to develop personal relationships and express their sexuality. Matters related to intimacy are approached with sensitivity and respect, ensuring participants feel supported without judgement. Staff receive training to handle these situations professionally and respectfully, creating a safe and supportive environment for participants (Indicator 3).
Advocacy and Representation
Participants are supported to access advocacy services of their choosing. Staff provide information about available advocacy options and assist participants in connecting with advocates if requested. Advocates are welcomed to attend meetings, planning sessions, and reviews, ensuring participants feel fully supported in expressing their preferences and making decisions (Indicator 5).
Procedure
Provision of Information for Informed Choice
Participants must receive timely and comprehensive information regarding the supports available to them. This information must be presented in formats that align with the participant’s communication needs, such as plain language, audio descriptions, visual aids, or translations into their preferred language. By tailoring the mode of delivery, Holistic Healthcare Management Services ensures that every participant fully understands their options, allowing them to make decisions that reflect their goals and preferences.
Support workers are trained to engage participants in meaningful dialogue, providing clarity and checking for understanding. This process includes exploring participants’ questions, addressing their concerns, and reiterating key points to reinforce comprehension. Where necessary, external communication specialists or interpreters may be engaged to ensure the accuracy and accessibility of the information provided. The ultimate aim is to foster confidence in participants’ decision-making abilities.
All interactions involving the sharing of information must be documented, including the mode of communication used and the participant’s response. This documentation ensures transparency and serves as a reference for ongoing support and care adjustments.
Supporting Dignity of Risk
Holistic Healthcare Management Services supports participants’ right to make decisions that involve reasonable risk as an integral part of their independence and personal growth. Staff are required to engage participants in thorough discussions about the potential benefits and risks associated with various choices. These discussions are guided by the participant’s preferences, health condition, and goals, with staff ensuring that participants feel empowered rather than restricted.
Risk assessments are conducted collaboratively with participants and their advocates or support network. These assessments identify potential hazards and outline strategies for minimising unnecessary risks while upholding the participant’s autonomy. Participants are encouraged to express their thoughts, with staff facilitating open and respectful conversations about balancing risks with safety measures.
When decisions involve significant risks, staff escalate the matter to qualified health practitioners for further guidance. In all cases, participants’ right to make the final decision is respected, even if it involves accepting calculated risks. Staff are trained to support participants in navigating these situations with confidence, ensuring their dignity is preserved throughout the process.
Respecting Participant Autonomy
Participants’ autonomy is central to their well-being and is respected at all stages of support planning and delivery. This includes decisions about daily routines, social interactions, and personal relationships. Staff are trained to prioritise participants’ voices in all discussions, ensuring their preferences shape the care provided.
Matters involving intimacy and sexual expression are approached with the utmost sensitivity and respect. Staff receive specialised training to navigate these topics professionally, fostering an environment where participants feel safe and supported. Conversations about autonomy also encompass participants’ preferences for privacy, personal space, and the manner in which care is delivered.
To further promote autonomy, participants are encouraged to take an active role in their care planning. This collaborative approach ensures their goals and aspirations are at the forefront of all decisions. Staff document participants’ preferences and update care plans regularly to reflect evolving needs and circumstances.
Advocacy and Representation
Advocacy plays a vital role in empowering participants to make informed choices and assert their rights. Staff provide participants with detailed information about available advocacy services and assist in connecting them with advocates if requested. Participants are informed of their right to have an advocate present during meetings, planning sessions, or reviews.
Advocates are treated as valued members of the care team, and their input is incorporated into support plans and decisions. Staff are trained to collaborate effectively with advocates, ensuring participants feel fully supported throughout their care journey.
In situations where participants face challenges in accessing advocacy services, staff take proactive measures to identify and address barriers. This includes reaching out to local advocacy organisations, providing transportation assistance, or arranging virtual advocacy sessions. These efforts demonstrate Holistic Healthcare Management Services’s commitment to participant empowerment and self-determination.
Allowing Time for Decision-Making
Participants are given sufficient time to consider their options, discuss their preferences with their support network, and seek advice before making decisions. This approach ensures that participants feel confident and comfortable with their choices, minimising pressure or anxiety.
Staff are trained to recognise the importance of pacing discussions and allowing participants to process information at their own speed. For complex decisions, additional planning sessions may be scheduled to provide participants with the time and resources needed to reach a well-informed conclusion.
The timing of decision-making processes is also adjusted to accommodate participants’ unique needs, such as cognitive or sensory challenges. By providing a supportive and accommodating environment, Holistic Healthcare Management Services ensures that participants are empowered to make decisions that align with their goals and values.
Roles and Responsibilities
| Ref No | Roles | Responsibilities |
|---|---|---|
| 1 | Qualified Health Practitioners |
|
| 2 | Workers |
|
| 3 | Management |
|
Record Keeping
Support Plans
- Document participants’ decisions, goals, and preferences, including any risk assessments conducted.
- Maintain records of discussions, planning sessions, and adjustments made to reflect participants’ evolving needs.
Consent Records
- Ensure detailed records of participants’ informed consent are maintained, including the information provided to support decision-making.
Advocacy Records
- Record participants’ use of advocacy services, including advocate involvement in meetings and decision-making processes.
Incident and Feedback Reports
- Document any incidents or feedback related to decision-making processes and the actions taken to address them.
Staff Training Records
- Maintain comprehensive records of staff training on this policy, including competency assessments.
Related Documents
- Risk Assessment Policy
- Advocacy Support Guide
- Participant Consent Policy
- Feedback and Complaints Policy
- Staff Training and Development Framework
References
- NDIS Practice Standards and Quality Indicators
- Australian Privacy Principles
- Disability Discrimination Act 1992
- National Standards for Disability Services
Policy Review
This policy will be reviewed annually or as required by legislative changes, organisational needs, or participant feedback. Reviews will incorporate insights from audits, staff, and participants to ensure the policy remains effective and relevant.
