Quality Assurance
Real Living Options Association Inc. operates a management system that complies with the requirements of the National Disability Insurance Scheme (NDIS) and is certified for the provision of lifestyle assistance and support services for adults with a disability.
We are audited against the NDIS Practice Standards and Quality Indicators. We undergo audits to assess our service delivery and the governance of the organisation.
Continuous improvement and quality service is central to what we do. We pride ourselves on open and transparent communication and welcome all feedback.
NDIS Quality and Safeguards Commission
The NDIS Quality and Safeguards Commission is an independent agency established to improve the quality and safety of NDIS supports and services. Their role is to regulate NDIS providers, provide national consistency, promote safety and quality services, resolve problems and identify areas for improvement.
NDIS Practice Standard and Quality Indicators
(Abbreviated version)
The NDIS Practice Standards create an essential benchmark for Real Living Options to assess its performance and to demonstrate how we provide high-quality and safe supports and services to our Participants. Together with the NDIS Code of Conduct, the NDIS Practice Standards assist Participants in understanding what quality service provision you should expect from us.
These NDIS Practice Standards set out your rights and responsibilities when delivering support and services to you.
1. Participant Rights and Responsibilities
The standards addressed in this division include:
1.1 Person-Centred Supports
1.2 Individual Values and Beliefs
1.3 Privacy and Dignity
1.4 Independence and Informed Choice
1.5 Violence, Abuse, Neglect, Exploitation and Discrimination
People with a disability have the right to respect, dignity and full participation in society. It is important to us that you know and understands your rights. We are here to support you and provide guidance and assistance in any choices you make.
We respect your right to privacy and the confidentiality of your personal information and records. Also, we will uphold your right to make your own decisions.
It is your right to try new activities and experiences, and we will assist you while ensuring that you are treated fairly and independently.
You have the right to talk freely and express your thoughts, opinions and choices. We will listen to you and support the choices you make. We will include your family, Representative/Nominee and support workers in discussions when you want them involved. We understand that everyone communicates in different ways; we have various communication methods that you can use to communicate with us safely and privately.
We will support you in participating in the community of your choice and working with you, your family, and support workers to make this happen.
Real Living Options will respect your cultural background and endeavour always to meet the cultural needs and requirements you may have.
2. Provider Governance and Operational Management
The standards addressed in this division include:
2.1 Governance and Operational Management
2.2 Risk Management
2.3 Quality Management
2.4 Information Management
2.5 Feedback and Complaints Management
2.6 Incident Management
2.7 Human Resource Management
2.8 Continuity of Supports
2.9 Emergency and Disaster Management
It is essential that you feel free to tell us what you think about the services we provide to you. It is your right to share your opinions on anything related to the services we provide, whether they be good or bad. We welcome your input and want you to offer it without fear of reprisal, discrimination, or negative consequences.
You can ask for support from another person when making a complaint, such as a family member, a support worker, your Representative/Nominee or the Ombudsman.
Whatever the issue, we will do everything possible to solve your problem. We appreciate your opinion about our services and will introduce service improvements based on your feedback (when required).
Real Living Options recruit quality, caring support workers who receive ongoing training. We provide continuous improvement of services, correct working processes, and effective and transparent communication, which are key to our services’ success.
We will work closely with you to provide and maintain excellent service and support and strengthen our systems and processes to deliver positive results when resolving any problems.
Real Living Options ‘s management possesses the skills and experience to implement and monitor the effectiveness of our policies and procedures and make necessary changes when required.
