We are committed to delivering high-quality support and services, and we look forward to working with you and supporting you to achieve your goals.
This Participant Information Booklet has been designed to:
Eligibility
We provide services to individuals who meet specific eligibility criteria. You may qualify for services and support from Unique Care and Support Services if you:
Initial meeting
We will arrange a meeting to get to know you, discuss your needs, and request copies of your NDIS Plan and other relevant documentation so we are well-equipped to provide you with the assistance you require.
Service agreement
Once you have chosen us as your service provider, we will work with you to develop a service agreement. This agreement outlines the supports you will receive, associated costs, and terms of service delivery. Should you fully understand and be satisfied with the terms laid out in the Service Agreement, we will request your signature and ask you to return the agreement to Unique Care and Support Services for formal execution. Upon Unique Care and Support Services’ execution of the agreement, both parties will be legally bound by its terms.
Once you have begun utilising our services, we will conduct an assessment to better understand your needs, strengths and desires. You will actively participate in this assessment and have the option to involve an advocate, your family, or anyone else you choose. You will receive a copy of the assessment for your records.
Following the assessment, we will collaborate with you, your support team, family, and any chosen advocates to develop and document a personalised support plan. This plan will be tailored to complement your strengths, address your needs, and align with the existing support network.
To acknowledge your involvement in the development of the support plan, we will request your signature. You will also receive a copy of the plan for your reference. Regular plan review will be conducted to assess your progress and accommodate any changes you wish to make to the support being provided.
As an NDIS registered provider, we uphold the requirements of relevant legislation and funding agreements, ensuring that we meet your expectations and deliver a high standard of service. Our commitment to excellence extends to adhering to the NDIS Practice Standards, ensuring that our support and services are in accordance with your NDIS Plan.
At Unique Care and Support Services, we employ qualified and experienced staff who are dedicated to providing high quality supports and services. All staff are required to provide Unique Care and Support Services with evidence they have obtained the necessary checks (police clearance and Working with Children Check) and have completed the required training as per the NDIS requirements.
As Unique Care and Support Services, we understand the importance of finding the right Worker who can meet your needs and help you achieve your goals. We take into consideration various factors such as personality, language, culture, and skills requirements when assessing the best match for you
We highly value your input and if you have a preference for one or more specific Workers, we will make every effort to accommodate your request. However, the feasibility of accommodating your preference depends on factors such as qualifications, competence, availability, and suitability of the Worker in relation to your specific needs and goals.
We strongly encourage your active involvement in the process of matching your needs with the right Worker. Your opinion is highly valued, and we appreciate your insights. Additionally, if you wish to have an advocate by your side during this process, we are here to support you in accessing the advocate of your choice
Unique Care and Support Services and its staff comply with the NDIS Code of Conduct. Unique Care and Support Services and its staff must:
You and your Representatives agree to:
The Service Agreement contains detailed information about the services we will provide you, the associated fees, and when payments must be made. This must be agreed upon before services can commence.
In situations where Unique Care and Support Services is authorised to provide support coordination alongside other supports, it is essential to address the potential conflict of interest that may arise.
We are committed to transparency and ensuring that you have full control over the support you receive. As such, we will always inform you of alternative providers who are available to offer the necessary support. This empowers you to exercise your right to choice and control in selecting the support that best suits your needs, including considering options outside of
Unique Care and Support Services.
If there are any relevant conflicts with other providers that have a relationship with Unique Care and Support Services, we will disclose this information to you. It is important that you are fully informed when making decisions regarding your support.
In the specific context of support coordination services, we take proactive measures to manage any perceived or actual conflicts of interest. When obtaining quotes for services on your behalf, we will strive to provide three quotes (if possible) from other service providers in addition to our own. This ensures that you have a range of options to consider.
Ultimately, the decision to choose Unique Care and Support Services’ services and support or to opt for an alternative providers rests entirely with you. Your choice will have no impact on the services or support provided by Unique Care and Support Services. We are committed to
delivering the highest level of support and ensuring that your decisions are respected and honoured.
At Unique Care and Support Services, we value and respect your privacy rights. We are committed to maintaining the confidentiality of your personal information in accordance with legislative requirements. We collect personal and sensitive information to effectively assess, plan and deliver high-quality services tailored to your individual needs.
In certain circumstances, it may be necessary for Unique Care and Support Services to disclose your personal information to deliver services or comply with legal obligations. We will only disclose personal information outside of Unique Care and Support Services when you have given consent, when it aligns with the purpose for which the information was collected, and/or when there is a legal requirement to do so. In some cases, information may be disclosed without your consent if mandated or authorised by law.
You have the right to request access to and update/change the personal information held by Unique Care and Support Services. If you wish to exercise this right, please contact us directly. For further information regarding our storage and usage of personal information, we are happy to provide you with copies of our Privacy and Information Management Policy
Unique Care and Support Services will endeavor to provide a safe environment for you and a safe workplace for our staff. We do not tolerate any form of harassment, bullying or discrimination or other form of unacceptable conduct. Any form of physical, verbal, sexual or
threatening behavior, intentional or unintentional, is not acceptable and will not be tolerated. Our Incident Management and Reporting Policy will be used to manage these situations if they arise.
We encourage an environment where clients and staff are treated with dignity and respect and where staff conducts themselves professionally at all times.
As a person using our services you have a right to feel safe and be free from abuse and neglect. We have a complaints process which you should use if you feel unsafe. If you feel you need an advocate to make a complaint or report any inappropriate behaviour we can support you to access an advocate of your choice.
Unique Care and Support Services values and recognises the importance of receiving feedback and complaints, in order for us to better serve and support you. If you wish to provide us with a complaint or feedback, you can do so:
For all written complaints or feedback, we encourage you to provide your complaint in the form of our written Feedback and Complaints Form.
You can make a complaint to the NDIS Commission by:
The NDIS Commission can take complaints from anyone about:
Unique Care and Support Services is committed to ensuring that an incident management system is maintained that complies with the requirements under the NDIS Scheme (Incident Management and Reportable Incidents) Rules 2018. Our Incident Management System is documented in accordance with our Incident Management Policy. If you would like a copy of the policy, we would be pleased to provide a copy to you.If you observe or are the subject of an incident that does or could cause permanent or temporary detriment to you or another person, you must report this incident to us. You will be protected against any adverse actions, as a result of reporting or alleging that an incident has occurred.
There will be no negative consequences for reporting incidents.Incidents that occur in relation to the provision of Unique Care and Support Services’ services are managed consistently and effectively in accordance with our Incident Management Policy. This policy includes procedures that we consistently follow to assess, investigate and resolve incidents. We also have procedures in place to help support you in relation to incidents which may impact or affect you.
We will not limit any to your support due to a dignity of risk choice that has been made by you. You can leave our services at any time and in accordance with the terms of our Services Agreement. We will support you to find other services if you require assistance. If you have consented to do so, we will share any information during this process in collaboration with your new provider to ease this transition.Should you wish to return to us at any time our staff will be happy to support you through the intake process.From time to time there may be a need for us to advise you that we are no longer able to provide you services. We will only withdraw services if we are permitted to do so in accordance with the terms of our Services Agreement. If this does occur, we will work with you to find and access a provider who is able to support you.
At Unique Care and Support Services, we understand the importance of your rights and concerns being represented during service delivery. You have the right to be supported by an advocate at any time, and we encourage their involvement during the assessment and planning process. Advocates can be family members, friends, medical practitioners, or from advocacy bodies. If you need assistance in accessing advocacy services, we can provide a list of advocacy bodies upon request. Your voice matters, and we are committed to ensuring that you have the support.