NDIS participants benefit from the provider’s quality management system
The quality management system is relevant and proportional to the size and scale of the provider
The quality management system facilitates the continuous improvement of services.
NDIS providers must meet the following quality indicators:
The provider maintains a quality management system that is relevant and proportional to the size and scale of the provider, as well as the scope and complexity of the services being delivered. The system states how it meets the requirements of legislation and the NDIS standards, and is reviewed and updated in order to facilitate the improvement of supports being delivered
The quality management system has a documented program of internal audits that is proportional to the size and scale of the provider, as well as the scope and complexity of the services being delivered
The quality management system facilitates continuous improvement through the use of:
Participant and staff feedback.
Driving Continuous Improvement of Services
Continuous improvement is an essential component of an effective quality management system.
By taking the following actions, providers can identify areas that require work and drive continuous service improvement:
Outcomes are objective ways of measuring whether a provider is meeting participants’ needs. These might include:
Support plan documentation to keep track of aims and actions for participants
Service intake and progress data on participants
Outcome data reporting on the proportion of participants who have achieved particular outcomes
Feedback from staff
Complaints data (e.g. a complaints management log).
Performing Risk Management
It’s important to remember that service improvement may require providers to take calculated and planned risks. For this reason, risk management is not about avoiding risks altogether; instead, it is an essential component of the planning process (NDS 2020).
Evidence refers to information that shows that the provider is meeting standards or performance measures. Examples of evidence include:
Organisational documents (e.g. policies and procedures, registers, reporting templates)
Information for tracking performance, or participant records that track plans and outcomes
Data that has been gathered (e.g. service statistics, feedback, complaint handling records, surveys)
Interviews or consultations with participants, staff and other stakeholders
Physical aspects of the service that can be observed during a site visit (e.g. layout of premises, availability of information, equipment safety, buildings).
Obtaining Participant Feedback
Feedback from NDIS participants, as well as their families, carers and advocates, is the best way to gauge the quality of your services and determine areas requiring improvement (NDS 2020).
It’s important that feedback is gathered regularly in a way that allows for full honesty. When seeking feedback, ensure that:
The method used to obtain feedback is suitable for the person you are seeking feedback from. You may need to consult with the person in order to determine the most appropriate method. Examples include:
Surveys (online or on paper)
Questions are phrased in a way that encourages constructive feedback and ideas for improvement rather than only positive statements
People are able to feel comfortable providing negative feedback - this may require allowing anonymous feedback, or creating a culture that values honest feedback even if it is negative
Those who provide feedback are able to see the impact of their suggestions, as well as receive feedback on the changes that arose from their input
Feedback is obtained in a way that is relevant to the size and scope of the organisation.