NDIS Policies and Procedures Manual – Core Module
Document Number: CM-POL-015
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-015 |
| 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
Holistic Healthcare Management Services is committed to ensuring that all participants have equitable access to supports that align with their individual needs, goals, and preferences. The organisation upholds the principles of transparency, fairness, and participant autonomy in the provision of supports.
This policy outlines the systems and procedures in place to ensure participants are informed about available supports, access criteria, and any conditions or adjustments that may impact their engagement with these services.
Scope
This policy applies to all supports offered by Holistic Healthcare Management Services and to all employees, contractors, and volunteers involved in providing or facilitating access to these supports.
The policy is applicable to all participants, ensuring their health, privacy, dignity, quality of life, and independence are maintained.
Definition
| Term | Description |
|---|---|
| Access Criteria | Defined requirements or conditions participants must meet to be eligible for specific supports. |
| Reasonable Adjustments | Modifications or accommodations made to support environments to address the specific needs and preferences of participants. |
| Dignity of Risk | The principle of allowing participants to make informed decisions, including those that may involve a degree of risk, without their access to supports being denied or withdrawn solely on this basis. |
Outcomes and Indicators
| Term | Description |
|---|---|
| Each participant accesses the most appropriate supports that meet their needs, goals and preferences. |
|
Guiding Principles
- Transparency: Participants are provided with clear, accessible information about the supports available and any associated access criteria or costs (Indicator 1).
- Inclusivity and Accessibility: Reasonable adjustments are made to ensure support environments are suitable for all participants, respecting their health, privacy, dignity, and independence (Indicator 2).
- Participant Rights: Participants are supported to understand the circumstances under which supports may be withdrawn, ensuring these decisions are not based solely on dignity of risk choices (Indicator 3).
- Continuous Improvement: Feedback and data are used to review and enhance access to supports to ensure alignment with participants’ evolving needs and preferences.
Policy
Defined Access Criteria and Transparent Communication
Holistic Healthcare Management Services is committed to ensuring that all participants have a clear understanding of the supports available, along with any access criteria, costs, or associated conditions. Access criteria will include eligibility requirements, scope of services, and any restrictions or limitations that may apply. This information will be thoroughly documented and regularly reviewed to ensure accuracy and relevance. Participants will be provided with this information in a manner that is easy to understand, ensuring inclusivity regardless of linguistic, cognitive, or sensory barriers. Communication methods will be tailored to individual needs, including providing information in plain language, large print, braille, or translated materials as necessary. Workers will also receive training to effectively convey this information, addressing any participant questions or concerns.
Reasonable Adjustments to Support Environments
The organisation acknowledges that each participant has unique needs and preferences that may require adjustments to the support delivery environment. Reasonable adjustments will be implemented to ensure accessibility and inclusivity, such as physical modifications to facilities, provision of assistive technologies, or tailored communication strategies. Regular assessments will be conducted to identify potential barriers to access, with feedback from participants and their support networks playing a central role. Adjustments will be documented, monitored for effectiveness, and updated as necessary to maintain alignment with participant needs, regulatory requirements, and best practices.
Withdrawal of Supports
Holistic Healthcare Management Services ensures that no participant is denied or has their access to supports withdrawn solely due to decisions made under the principle of dignity of risk. The organisation will work collaboratively with participants to manage any challenges or risks associated with their choices, providing additional support and guidance as needed. Circumstances that may necessitate the withdrawal of supports, such as breaches of service agreements or significant safety concerns, will be clearly communicated to participants. The organisation will ensure that participants are informed well in advance, with alternative arrangements explored and implemented where possible. This process will prioritise transparency, fairness, and respect for participant preferences.
Procedure
Communicating Access Criteria
The organisation will establish a structured process for sharing access criteria with participants during onboarding and throughout the duration of their support arrangements. This process includes initial communication providing comprehensive information on available supports, costs, and entry criteria during consultation; ongoing accessibility ensuring information remains readily accessible in preferred formats; and worker training equipping staff to effectively communicate access criteria tailored to each participant’s individual needs.
Making Reasonable Adjustments
Reasonable adjustments will be implemented based on an inclusive assessment of participant needs and preferences. Key steps include conducting environmental assessments of physical spaces, technology, and processes; engaging participants and support networks in consultations regarding potential adjustments; and documenting, implementing, and monitoring adjustments for effectiveness.
Managing Dignity of Risk Decisions
Participants will be supported in making informed decisions, including those involving a degree of risk. This process involves ensuring informed consent by providing clear and impartial information on potential risks and benefits; documenting all dignity of risk decisions, participant rationale, and mitigation strategies; and working closely and collaboratively with participants to address challenges while upholding their autonomy and preferences.
Withdrawal of Supports
When supports must be withdrawn, the organisation will follow a transparent and participant-centred process that includes providing advance notification with clear explanations of reasons; engaging participants and support networks in consultations to identify and agree on suitable alternative arrangements; and documenting changes, updating relevant support plans, and informing all stakeholders promptly.
Roles and Responsibilities
| Ref No | Roles | Responsibilities |
|---|---|---|
| 1 | Board and Senior Management |
|
| 2 | Workers |
|
| 3 | Participants and Support Networks |
|
Record Keeping
- Access Documentation: Detailed records of all access criteria, participant agreements, and communication logs will be maintained to ensure transparency and accountability. These records include defined criteria outlining eligibility requirements and costs, signed participant agreements detailing services and responsibilities, and comprehensive communication logs of all participant interactions.
- Adjustment Records: Reasonable adjustments made to the support delivery environment will be meticulously documented. Records will include participant input from consultations, implementation details such as timelines and resources allocated, and effectiveness reviews assessing success and modifications made.
- Consent Records: Accurate documentation of participant consent will be maintained to safeguard participant autonomy. Records include signed consent forms, detailed dignity of risk documentation outlining decisions and mitigation strategies, and periodic reviews of consent decisions.
- Support Changes: Modifications to participant support arrangements will be thoroughly documented. These records include clear explanations for changes, consultation records capturing participant input and agreements, and outcome documentation covering updated agreements and implementation timelines.
Related Documents
- Participant Onboarding Policy
- Dignity of Risk Policy
- Service Agreement Template
- Feedback and Complaints Management Policy
References
- NDIS Practice Standards
- Disability Discrimination Act 1992 (Cth)
- NDIS Code of Conduct
Policy Review
This policy will be reviewed annually or as required to ensure alignment with regulatory changes, organisational priorities, and participant needs. Feedback from participants, workers, and audits will inform improvements.
