Question 1

What are the key rights of being an NDIS particpant?

Accepted Answer

Charter of Rights

Your Rights
As an individual, you have many rights, and we support and assist you in identifying and exercising these rights to achieve your goals. Caswell Healthcare adopts a policy of non-discrimination regarding eligibility and entry to our services and when providing support services to you.

You have the right to:
●        access supports that promote, uphold, and respect your legal and human rights
●        exercise informed choice and control to maximise independence
●        freedom of expression, self-determination and personal decision-making
●        access supports that respect your culture, diversity, values and beliefs
●        a support service that respects your right to privacy and dignity
●        be helped to make informed choices which will maximise independence
●        receive support that is free from violence, abuse, neglect, exploitation or discrimination
●        receive supports which are overseen by strong operational management
●        receive services that are safeguarded by informed and compliant risk and incident management systems
●        receive services from workers who are competent, appropriately qualified and have expertise in providing person-centred supports
●        advise consent to the sharing of information between providers during the transition
●        opt-out of giving information as required by NDIS.

Your Responsibilities
As individuals using our Services, we ask you a few essential things. The information below explains your responsibilities when using our services. We ask that you:
●        respect the rights of Team Members, to ensure their workplace is safe and healthy and free from harassment
●        abide by the terms of your agreement with us
●        understand that your needs may change, meaning your services may need to change 
●        accept responsibility for your actions and choices, even though some decisions may involve risk
●        tell us if you have problems with the care or service you are receiving from us
●        provide us with enough information to develop, deliver and review your support plan
●        care for your health and wellbeing as much as you are able
●        provide us with information that will help us to meet your needs
●        provide us with a appropriate notice if you need to re-schedule or cancel an appointment otherwise 100% of the fee will be charged (Cancellation Policy)
●        remember that our Team Members are only authorised to perform the agreed number of hours and tasks outlined in your service agreement
●        participate in the safety assessments of your home
●        ensure your pets are controlled during service provision
●        provide a smoke-free working environment
●        pay the agreed amount for the services provided in a timely manner
●        tell us in writing (where able) and provide appropriate notice when you want to stop receiving our services
●        NDIS requires you to be automatically included in their internal audit process unless you inform us that you wish to opt out.

Question 2

Will I have choice and control over my services?

Accepted Answer

We agree to collaborate with you to optimise your therapy including working with your support team and other providers.

If you choose to change providers we will facilitate this and emphasise continuity of care.

Question 3

Who can I contact to assist me with my needs, to advocate with/for me or to raise a complaint?"

Accepted Answer

We have identified several agencies that can assist you:

Ability   Advocacy Service (AIAS NSW)
abilityadvocacy.org.au

Aboriginal   Disability Network NSW (ADN NSW)
adnnsw.org.au

Action for   People with Disabilities Incorporated
actionadvocacy.org.au

Advocacy for   Inclusion
advocacyforinclusion.org

Australian   Centre for Disability Law
disabilitylaw.org.au

Central Coast   Disability Network - Individual Advocacy Project
ccdn.com.au

DAISI Services   Limited
daisi.asn.au

Deaf Society of   NSW
deafsociety.org.au

Disability   Advocacy (NSW)
da.org.au

Family Advocacy
family   advocacy.com

Information on   Disability & Education Awareness Services (IDEAS)
ideas.org.au

Illawarra   Advocacy
illawarraadvocacy.org.au

Intellectual   Disability Rights Service (IDRS)
idrs.org.au

Multicultural   Disability Advocacy Association (MDAA)
mdaa.org.au

NSW Council for   Intellectual Disability
cid.org.au

NSW Disability   Advocacy Network
ndan.org.au

Penrith   Disabilities Resource Centre Inc.
pdrc.org.au

People with   Disabilities Australia (PWDA)
pwd.org.au

Physical   Disability Council of NSW (PDCN)
pdcnsw.org.au

Regional   Disability Advocacy
rdas.org.au

Self-Advocacy   Sydney Inc
sasinc.com.au

Side by Side   Advocacy Inc
sidebyside.org.au

Spinal Cord   Injuries Australia (SCIA)

Synapse   Australia's Brain Injury Organisation (NSW)
synapse.org.au

Question 4

How can I be sure my privacy is protected?

Accepted Answer

Privacy Statement

Caswell Health Care is committed to protecting the privacy of an individual’s personal information. The following sets out how we aim to protect the privacy of your personal information, your rights in relation to your personal information managed by us, and the way we collect, use and disclose your personal information.

In handling your personal information, we will comply with the Privacy Act 1988 (Cth) (Privacy Act) and with the thirteen Australian Privacy Principles in the Privacy Act.

We have policies and procedures in place to ensure that:
●        personal information is managed in an open and transparent way
●        the privacy of personal information of participants and staff are protected
●        we collect and handle personal information fairly
●        personal information we collect is used and disclosed for legally permitted purposes only
●        we regulate access to and correction of personal information
●        we maintain the confidentiality of personal information through appropriate storage and security.

The kinds of information we collect
Consumer personal information is collected to provide care and services.  Personal information we collect could include your:
●        name, address, telephone number and email address
●        date of birth
●        gender
●        advocate or emergency contact’s telephone number and email 
●        health information
●        diversity status (ethnicity, lifestyle preferences).

How we collect personal information
Participant personal information may be collected from:
●        you, the participant 
●        your family members or significant others
●        your advocate
●        your doctor or other service providers or facilities.

We will collect personal information directly from you unless:
●        we have your consent to collect the information from someone else 
●        we are required or authorised by law to collect the information from someone else 
●        it is unreasonable or impractical to do so.

You can withdraw your consent at any time by contacting us; although you should be advised that this may impact on our capacity to provide services.

Purpose of collecting personal information
Personal information is collected for the purposes of providing care and services. The information may be used to: 
●        provide support services 
●        enable service providers and medical practitioners to provide care and services

Disclosure of personal information 
We may disclose your personal and health information, for the purpose of your care and services, to:
●        service providers who assist us in providing care and services, medical practitioners, external health agencies such as the ambulance service, hospitals, the National Disability Insurance Scheme, and other relevant government organisations
●        a person you have nominated as being your advocate, e.g. parent, child or sibling, spouse, a relative, a member of your household, a guardian, an enduring power of attorney, or a person you have nominated to be contacted in case of emergency, provided they are at least 18 years of age.

We may not use or disclose personal information for a purpose other than providing care and services, unless:
●        you have consented
●        the purpose is related to providing care and services, and you would reasonably expect disclosure of the information for that purpose
●        we believe on reasonable grounds that the disclosure is necessary to prevent or lessen a serious and imminent threat to your life, health or safety or a serious threat to public health or public safety
●        we have reason to suspect unlawful activity and disclosure is required or authorised by law.

We will not disclose your personal information to an overseas recipient.

Security of personal information
We take all reasonable steps to ensure that the personal information we hold is protected against misuse, loss, unauthorised access, modification or disclosure. We hold personal information in both hard copy and mostly electronic forms in secure databases on secure premises and on secure, Australian cloud-based technology, accessible only by our authorised staff.

Accessing the personal information that we hold about you
Under the Privacy Act, you have a right to access your personal information that is collected and held by us. If at any time you would like to access or change the personal information that we hold about you, or you would like more information on our approach to privacy, please contact us.

To obtain access to your personal information, you will have to provide us with proof of identity. We will take all reasonable steps to provide access to your personal information within seven (7) days from your request.

Privacy data breaches
In the event that your personal information is lost, stolen or subject to unauthorised access or disclosure, we will implement our Management of Data Breach Policy and Procedure.

Privacy complaints
All complaints regarding privacy can be lodged via our complaint handling process.
 
At all times, privacy complaints will:
●        be treated seriously
●        be dealt with as promptly as possible
●        be dealt with in a confidential manner
●        not affect your existing obligations or affect our commercial arrangements.

You will be informed of the outcome of your complaint following completion of the investigation.

Question 5

How do I provide feedback or make a complaint about your service

Accepted Answer

We appreciate and encourage both positive and negative feedback, communicated constructively and respectfully, as it helps us to reward our staff and improve our business.

As a human service we will envitably make errors from time to time and we are very happy to resolve them as best we can. We believe with reasonable discussion, all matters can be resolved amicably.
 
Our administration team and therapists are always there to assist but in addition our Director is our senior authorised person who can assist you impartially and discreetly with any matter. We are a strong values based organisation and will act fairly and with compassion. Please email the Director at feedback@caswellhealthcare.com.au or call 02 9440 1333. 
 
The NDIS Commission can also be contacted for assistance by calling 1800 035 544 or through their website by completing their complaint contact form.

We also appreciate that you may wish to make a comment anonomously, and to do this you can put a physical note in one of our feedback boxes at reception or post to PO Box 641 Lindfield NSW 2070.

Question 6

Are there any conflicts of interest I should be aware of?

Accepted Answer

Caswell Healthcare receives income only from the provision of our own services and we have no affiliated organisation.

Question 7

Agency? Plan Managed? Self Managed?

Accepted Answer

In all cases you are ultimately responsible to remain on budget, but if you have capacity for administrative tasks, your choice and control expands but the governance and quality of providers is left for you to judge.

In a broad sense, the options are:

Agency (NDIA) Managed:  (no record keeping for you, limited by price guide (PAPL))
- Registered Providers only 
- Providers subject to full NDIS practice guidelines, assurance and audit.
- All pricing is managed and in accordance with the Price Guide (PAPL) 
- You agree to and receive services - strict requirements/no flexibility
- We claim directly from the NDIS through an online portal.

Plan Managed: (limited record keeping for you, limited by price guide (PAPL))
- Registered and Unregistered Providers
- Record of providers but no quality governance.
- All pricing is managed and in accordance with the Price Guide (PAPL) 
- You agree to and receive services  - strict requirements but the Plan Manager decides compliance. 
- You appoint a Plan Manager (bookkeeper) to manage funds and claims on your behalf
- We submit invoices to the Plan Manager 
- The Plan Manager claims the funds from NDIS and then remits the money to us.

Self Managed (complete record keeping for you, not strictly limited by price guide (PAPL))
- Registered and Unregistered Providers
- No record or governance of providers 
- Charges aren't strictly subject to the Price Guide (PAPL) but rather a reasonableness test.
- You agree to and receive services - strict requirements but some flexibility
- You pay for our services and claim back from the NDIS (you can claim from NDIS first) 
- Essentially you are a private client unless advise us you are NDIS funded where some additional administrative processes are mandated (e.g. inclusion in the NDIS audit process) - we provide the same quality to all clients but reduce the bureaucracy where we can.

Across the country, participants manage their funding roughly as follows:

Agency (NDIA) 	= 10%  	NDIA-managed funding | NDIS  (link)
Plan Managed 	= 60%  	Plan management | NDIS  (link)
Self Managed 	= 30%  	Self-management | NDIS  (link)

If you need recommendations for Plan Managers, please contact us.  We receive no benefit other than working with reputable people who work well with our clients and us as a provider.

Since 1998

NDIS Participant Resources

As a registered provider of the National Disability Insurance Scheme, Caswell Healthcare maintains a high standard across all areas of our services providing you additional comfort for receiving consistent quality services, to be treated with dignity and to have control over your therapy and goals.