Statement of Participant Rights
This statement sets out the rights of clients of Newcastle Neuro Allied Health Pty Ltd (trading as Newcastle Neuro Speech Pathology), and our commitment to support those rights, including making available to participants an effective complaints procedure. It also sets out your responsibilities and how you can give us feedback on any aspect of our service.
Newcastle Neuro Speech Pathology provides speech pathology services exclusively to adults aged 18 and over. We do not accept clients under the age of 18, and this Statement, along with our related policies, is written on that basis.
Participant Rights
To be listened to and treated with respect.
Be treated equitably without exploitation, abuse, discrimination, harassment or neglect.
To receive a reliable, coordinated, safe, quality service which is tailored to your assessed individual needs.
To be supported in ways which respect your individual identity, including, but not limited to, your gender, sexuality, culture, age and religious beliefs.
To be assisted to understand any information we give you, and to be provided with all the information you need to make informed decisions.
To actively participate in decisions, including the development and ongoing review of your Service Agreement and Care Plan.
To a safe and healthy environment within the service.
That information about you will not be provided to anyone outside Newcastle Neuro Speech Pathology without your permission (see our Client Privacy and Record Keeping Policy and Procedure).
The right to raise issues of concern and have them handled in a confidential, timely and respectful manner, under our Feedback and Complaints Procedure.
You can involve a support person or advocate of your choice in ensuring your needs and concerns are presented, at any time.
If Newcastle Neuro Speech Pathology becomes aware of any illegal activity, including harm, abuse, neglect or exploitation in any form being perpetrated against you, we will act under our Mandatory Reporting Policy and Client Incident Management Procedure, which may include reporting to NSW Police, the NSW Ageing and Disability Commission, and/or the NDIS Quality and Safeguards Commission.
How You Can Help Us
Providing us with information that will assist us in developing, implementing and reviewing your Service Agreement and NDIS plan.
Telling us if things change, or if you cannot keep an appointment or commitment.
Allowing safe and reasonable access for staff at the times specified in your service plan.
Always treating our staff with respect and without exploitation, abuse, discrimination or harassment.
Providing us with feedback about our service and how we can improve.
Working cooperatively with us regarding issues arising during the development and delivery of your supports.
Participating in the development and regular review of your Service Agreement.
Promptly paying the agreed fees associated with your services.
Telling us as early as possible if our services are no longer required.
Individual Needs
Some clients may have special needs or requirements to enable them to access Newcastle Neuro Speech Pathology. We will make every attempt to assist these clients in the most appropriate manner.
Clients from a non-English speaking background: We can provide you with details of how to access an interpreter, including the Translating and Interpreting Service (TIS National) on 13 14 50.
Clients who identify as Aboriginal or Torres Strait Islander: Our staff undertake annual cultural diversity and awareness training and will endeavour to provide you with culturally safe services as per your personal needs and preferences.
Clients who cannot read or write: We will ensure that information regarding your Service Agreement, initial assessment and ongoing reviews is clearly communicated using methods that suit your needs, including reading information aloud or asking a worker to assist you to complete forms.
Clients with dementia and other neurological conditions: Our staff participate in ongoing training to develop skills in working with people with dementia and other neurological conditions, and every effort will be made to ensure services are delivered in a sensitive, trauma-informed way. We will make every effort to ensure that the client, family and/or carers are involved in the development of your Care Plan, as well as being informed of your Service Agreement.
Clients who are deaf or have a hearing or speech impairment: We will work with you to determine a suitable method of communication, and can be contacted via the National Relay Service at relayservice.gov.au, to ensure you understand the assessment and review process, the services being offered, and other general information contained in your Service Agreement.
Protection from Harm, Abuse, Neglect and Exploitation
When taking part in our services, you have the right to be free from harm and from any form of abuse, neglect or exploitation. Newcastle Neuro Speech Pathology treats any allegation of abuse, assault, neglect or exploitation very seriously. Allegations may be subject to mandatory reporting under our Mandatory Reporting Policy, our Client Incident Management Procedure, and/or Police involvement.
If you have any concerns, or are aware of a situation where abuse, neglect or exploitation may be occurring, please notify a Newcastle Neuro Speech Pathology staff member, or contact the Director directly.
As an adult-only service, our Mandatory Reporting Policy treats every client as a potential at-risk adult under the Ageing and Disability Commissioner Act 2019 (NSW). Reporting suspected abuse, neglect or exploitation is a mandatory condition of engagement for every one of our workers, regardless of what any external scheme technically requires of them. Where appropriate, matters will be reported to the NSW Ageing and Disability Commission (Helpline: 1800 628 221) in addition to, not instead of, any reportable incident notification made to the NDIS Quality and Safeguards Commission.
All staff undergo comprehensive criminal history screening and other mandatory checks prior to engagement.
Newcastle Neuro Speech Pathology's Responsibilities
Newcastle Neuro Speech Pathology will:
Always treat you with courtesy and respect.
Communicate openly and honestly, and in a timely manner.
Listen to your feedback and resolve any problems as soon as possible, under our Feedback and Complaints Procedure.
Prepare a Care Plan with you that outlines the activities you will undertake and the support to be provided. A copy of your Service Agreement will be provided to you (and your guardian, representative or advocate, where applicable).
Respect your right to determine the range and types of activities you wish to participate in, and consult with you on decisions about how supports are provided, including any changes or updates.
Once agreed, provide supports and services that meet your needs at times suitable to you.
Review your needs regularly to ensure supports continue to be suitable.
Give you as much notice as possible where an appointment needs to be rescheduled.
Give you notice if we need to end your Service Agreement.
Issue regular invoices and statements of the services delivered.
Treat information about you and your activities as private and confidential, in line with your wishes and our Client Privacy and Record Keeping Policy and Procedure.
Provide supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 (Cth).
Maintain accurate records of the supports we have provided to you.
Privacy and Confidentiality
Newcastle Neuro Speech Pathology values and respects the privacy, confidentiality and dignity of our clients and their families, as well as our staff, and is committed to protecting your privacy and confidentiality. We collect, use, protect and release personal information in full compliance with all relevant State and Federal privacy legislation.
We will only collect information necessary for safe and effective service delivery, and will only use it for the purpose it was collected for. When we collect your information, we will explain why we are collecting it and how we plan to use it. We will only take photos or videos of you with your full and voluntary consent.
Information about you will only be released to other people or services with your informed consent, in an emergency, or where disclosure is required or authorised by law. You may access the information we hold about you, including to update or correct it, subject to certain exceptions. If you wish to access your information, please speak to a staff member.
You may request a copy of our Client Privacy and Record Keeping Policy and Procedure at any time.
Feedback and Complaints
Feedback, both positive and negative, is always welcome and helps us fulfil our commitment to continuous improvement. You, your family, or an advocate on your behalf, can provide feedback or make a complaint by:
Speaking with a worker directly.
Emailing speechpathology@newcastleneuro.com.au.
Completing the Contact Us form on our website.
Completing a Feedback and Complaints Form and giving it to a worker, or sending it to us.
We aim to acknowledge your complaint within 48 hours, and to complete our investigation within one week, and no longer than 28 days in most circumstances. You will always receive written confirmation of the outcome.
Making a complaint will never result in you losing services or being disadvantaged in any way. All complaints remain confidential, except where mandatory reporting, reportable conduct or other legislative requirements require disclosure.
At any stage, you can also take your concern to an external body, including:
NDIS Quality and Safeguards Commission — 1800 035 544, or ndiscommission.gov.au
NSW Ombudsman — (02) 9286 1000, or 1800 451 524 for rural/regional callers
Disability Advocacy Network Australia (DANA) — dana.org.au
NSW Civil and Administrative Tribunal (NCAT) — 1300 006 228
Anti-Discrimination NSW — 1800 670 812
Full detail on how complaints are handled is set out in our Feedback and Complaints Procedure, available on request.
Incident Management
It is a condition of our NDIS registration that we have a system for identifying, managing and resolving incidents. Where an incident meets the definition of a reportable incident under the NDIS scheme — including death, serious injury, abuse, neglect, unlawful sexual or physical contact, or unauthorised use of a restrictive practice — we are required to notify the NDIS Quality and Safeguards Commission, generally within 24 hours of becoming aware of it (5 days for unauthorised restrictive practice).
Full detail is set out in our Client Incident Management Procedure, available on request.
Cancellations and No-Shows
In line with the NDIS Pricing Arrangements and Price Limits, a short notice cancellation fee may apply when a client cancels an appointment at short notice, or is a 'no-show' (does not attend at the time of the appointment).
A short notice cancellation fee applies where less than 2 clear business days' notice is given for a therapy appointment, or where a client does not attend, or is not present at the agreed location within a reasonable time when a clinician is travelling to deliver the support.
Where a fee applies, we may claim up to 100% of the agreed fee for that appointment, including any travel component, in line with the NDIS Pricing Arrangements and your Service Agreement.
A fee will only be claimed where we were unable to find alternative billable work for the clinician for that time.
There is no limit on the number of short notice cancellations (or no-shows) we can claim in respect of a participant, though we have a duty of care to check in with you if cancellations become frequent.
We will make every attempt to fill a cancelled appointment time where possible, to help you avoid a cancellation fee — but this cannot be guaranteed.
Where you fail, without notice, to keep an appointment, we will make every effort to contact you to determine if there is an additional problem (for example, hospitalisation).
Where a client repeatedly misses or cancels appointments, services may be ceased.
An SMS or email (as chosen by you at commencement of services) will be sent 2 business days before an appointment to remind you and help you avoid a cancellation fee. However, if a reminder is not received or read, it does not negate this cancellation policy.