Reviewed April 2023 

Statement of Participant Rights

Introduction

This statement sets out the rights of clients of Newcastle Neuro Speech Pathology, and Newcastle Neuro Speech Pathology’s 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.

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 be provided with all the information you need to make informed decisionsActively participate in decisions, including the development and ongoing review of your Service Agreement and Care Plan.

• The right 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 (for more information see Newcastle Neuro Speech Pathology’s Privacy and Confidentiality Policy).

• The right to raise issues of concern and have them handled in a confidential, timely and respectful manner.

• 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 and neglect in any form being perpetrated by a person or agency against a vulnerable client, If Newcastle Neuro Speech Pathology will immediately report this activity to the relevant agency, such as the police service or the NDIS Commission.

You can help us by:

• 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 you cannot keep an appointment or commitment;

• Allow safe and reasonable access for staff at the times specified in your service plan;

• Always treat our staff with respect and without exploitation, abuse, discrimination or harassment

• Providing us with feedback about our service and how we can improve;

• Work cooperatively with Newcastle Neuro Speech Pathology regarding issues arising during the development and delivery of support and activities covered by this agreement;

• Participate in the development and regular review of your Service Agreement

• Promptly paying the agreed fees associated with your services; and

• Telling us as early as possible if our services are not 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: If you do not speak English, we can provide you details on where you can access an interpreter service.

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 the information regarding the Service Agreement, initial assessment and ongoing reviews are clearly understood by you using a range of methods to suit your needs.

Clients with Dementia and other special needs: Our staff participate in ongoing training to develop skills in working with people with dementia and other specific neurological disabilities, and every effort will be made to ensure that services are delivered in a sensitive way. We will make every effort to ensure that the client, family and/or carers are involved in the development of a Care Plan, as well as being informed of the Service Agreement.

Clients with hearing impairment: If you cannot hear, we will work with you to determine a suitable method of communication, to ensure that you understand the assessment and review process, the services being offered, and other general information contained in the Service Agreement.

Protection from Harm, Abuse and Neglect

When taking part in our services, you have the right to be free from harm and any form of abuse or neglect. Newcastle Neuro Speech Pathology treats any allegation of abuse, assault or neglect very seriously. Allegations may be subject to both mandatory reporting and police involvement. If you have any concerns or are aware of a situation where abuse or neglect may be occurring, please notify a Newcastle Neuro Speech Pathology staff member.

Newcastle Neuro Speech Pathology is comprised of skilled staff who respect the rights of people with disability, are aware of current policies and legislation pertaining to abuse, neglect and unexplained absences and will support people and their families, guardians and advocates to access complaint mechanisms and raise any concerns they have about our services. All staff undergo comprehensive criminal history screening and other mandatory checks prior to employment.

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;

• Prepare a Care Plan with you that outlines the activities you will undertake and the support to be provided by Newcastle Neuro Speech Pathology. A copy of the Service Agreement will be provided to you (and your guardian, representative or advocate where applicable).

• Respect your rights as a client 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/services that meet your needs at times suitable to you.

• Review your needs regularly to ensure the supports continue to be suitable.

• Give you as much notice as possible where an appointment needs to be re-scheduled.

• Give you notice if Newcastle Neuro Speech Pathology needs to end the 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 with privacy legislation.

• Protect your privacy and confidential nature of your information in line with our Privacy Policy.

• Provide the Supports in a manner consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 (Cth); and

• 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.

Newcastle Neuro Speech Pathology will only collect information necessary for safe and effective service delivery. We will only use information for the purpose it was collected and secure it safely. When we collect your information, we will explain why we are collecting the information 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 such disclosure is required or authorised by law. You may access the information we hold about you, including in order to update or correct it, subject to certain exceptions. If you wish to access your information, please speak to a staff member. When your information is no longer needed for the purpose for which it was obtained, we will destroy or permanently de-identify it.

You may request a copy of our Privacy and Record Keeping Policy at any time.

Cancellations and No Shows

In line with NDIS Guidelines and the NDIS Price Guide, a cancellation fee is applied when a client cancels an appointment at short notice or is a 'no show' (i.e. does not attend at time of appointment).

These guidelines include:

• The regular cancellation fee is 100% of what the appointment fee would have been (including travel for home/community visits where the clinician is in the process of travelling or has arrived at the appointment, and the appointment is cancelled or the client is not at the appointment location).

• A cancellation fee is charged for appointments cancelled with less than 2 clear business days’ notice for a support that is less than 8 hours continuous duration and worth less than $1000.

• Newcastle Neuro Speech Pathology will make every attempt to fill the cancelled appointment time where possible to help avoid a cancellation fee being applied. However, this cannot be guaranteed.

• There is no limit on the number of short notice cancellations (or no shows) that a provider can claim in respect of a participant.

• Where the client fails, without notice, to keep an appointment, Newcastle Neuro Speech Pathology will make every effort to contact the client to determine if there is an additional problem (e.g. hospitalisation, etc).

• When a client repeatedly misses or cancels appointments services may be ceased.

• An SMS or email (as chosen by the client at commencement of services) will be sent 2 business days before an appointment to remind the client and to help avoid the cancellation fee. However if an SMS is not received or read, it does not negate the cancellation policy.