NDIS Policies and Procedures Manual – Core Module
Document Number: CM-POL-025
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-025 |
| 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 |
Purpose
Holistic Healthcare Management Services is committed to upholding and respecting the human and legal rights of all participants in alignment with the NDIS Practice Standards. This policy ensures that participants are supported to exercise their rights to freedom of expression, self-determination, and decision-making, while also being informed of their responsibilities in their interactions with staff and the organisation.
This policy aims to promote dignity, choice, and control for participants, ensuring services are delivered in a manner that reflects their individual values, needs, and goals. It also outlines how participants’ rights are communicated, protected, and integrated into the organisation’s operations and service delivery processes.
Scope
This policy applies to:
- All staff, including employees, contractors, volunteers, and representatives engaged by Holistic Healthcare Management Services.
- All participants receiving NDIS services and supports, along with their families, carers, and support networks.
Definition
| Term | Definition |
|---|---|
| Person-Centred Support | A model of care that places the participant’s needs, preferences, and goals at the centre of planning and service delivery. |
| Legal and Human Rights | Rights enshrined in legislation, such as the NDIS Act 2013 and international frameworks like the UN Convention on the Rights of Persons with Disabilities, ensuring dignity, freedom, and equality for all individuals. |
| Support Network | Family members, friends, advocates, and community groups chosen by the participant to provide emotional, social, or practical support. |
| Informed Choice | The process of providing participants with the necessary information to make decisions about their support and ensuring they understand the implications of those decisions. |
| Community Engagement | The process of supporting participants to access and participate in social, cultural, or recreational activities within their chosen communities. |
Participants’ Rights and Responsibilities
Participants’ Rights
Participants receiving services from Holistic Healthcare Management Services have the right to:
- Be treated with dignity, respect, and fairness.
- Exercise choice and control over the supports they receive.
- Be involved in decisions affecting their lives and services.
- Access information in their preferred language or communication format.
- Engage with their families, carers, and communities as desired.
- Raise concerns, complaints, or feedback without fear of reprisal.
- Access independent advocacy and decision-making support as needed.
Participant’s Responsibilities
To maintain a respectful and safe environment, participants are encouraged to:
- Treat staff with respect and courtesy.
- Provide accurate information to assist in service delivery.
- Comply with agreed-upon terms in their service agreement.
- Engage in open and honest communication with staff.
- Provide feedback to improve services and address concerns promptly.
Policy
Respect for Human Rights
Holistic Healthcare Management Services acknowledges and respects the legal and human rights of participants as outlined in the United Nations Convention on the Rights of Persons with Disabilities (UNCRPD). All staff are trained to ensure participants’ rights to dignity, independence, and decision-making are upheld throughout service delivery. The organisation ensures its business practices comply with all relevant legislation, including the NDIS Act 2013 and the NDIS Code of Conduct, and incorporates these standards into daily operations.
Participant-Centred Support
Services are designed to align with the principles of choice and control, enabling participants to actively direct the support they receive. Individual support plans reflect each participant’s unique needs, preferences, and goals. Participants are encouraged to make informed decisions, with access to appropriate resources and support to guide their choices. Staff are trained to respect participant preferences, communicate in accessible ways, and provide services that reflect values and cultures.
Advocacy Support
All participants have the right to access independent advocates to assist in exercising choice and control. Holistic Healthcare Management Services actively supports participants in connecting with advocacy services to ensure their voices are heard, working collaboratively with advocates to uphold participants’ rights and address any concerns.
Procedures
Participant Information and Communication
At the commencement of services, participants are provided with a Participant Charter of Rights and Responsibilities, a Service Agreement, and a Participant Handbook outlining their rights, responsibilities, and key policies. Communication is tailored using Easy English, interpreters, or assistive technologies as required.
Advocacy and Decision-Making Support
Participants are informed of their right to nominate an advocate or trusted decision-maker. Staff assist participants in completing an Authority to Act as an Advocate Form and are trained in supported decision-making to empower participants while respecting their autonomy.
Service Delivery and Person-Centred Approach
Support plans are developed collaboratively with participants, incorporating goals, preferences, and cultural considerations, and are regularly reviewed. Staff apply person-centred approaches to foster independence and self-determination.
Feedback, Complaints, and Continuous Improvement
Participants are encouraged to provide feedback through accessible channels. All feedback is documented, reviewed, and addressed promptly. The complaints process aligns with the NDIS Complaints Management and Resolution Rules 2018, ensuring participants can raise concerns safely without reprisal.
Roles and Responsibilities
| Ref No | Roles | Responsibilities |
|---|---|---|
| 1 | Governing Body |
|
| 2 | Management |
|
| 3 | Workers |
|
| 4 | Participants and Families |
|
Related Documents
- Participant Charter of Rights and Responsibilities
- Service Agreement
- Participant Handbook
- Authority to Act as an Advocate Form
- Feedback and Complaints Policy
Reference
- National Disability Insurance Scheme Act 2013
- NDIS Code of Conduct Rules 2018
- United Nations Convention on the Rights of Persons with Disabilities
- NDIS Practice Standards and Quality Indicators
Review and Updates
This policy will be reviewed annually to ensure alignment with relevant legislation, NDIS Practice Standards, and feedback from participants and staff. Regular audits will assess the effectiveness of the organisation’s rights-based approach, with findings used to inform updates to this policy.
