Privacy and Dignity Policy

Admire Care Pty Ltd will manage and ensure that our organisation provides the participant access to services and supports that respect and protect their dignity and right to privacy.

This policy applies to all Staff.

Admire Care Pty Ltd is committed to protecting and upholding all stakeholders right to privacy and dignity; including participants, staff, management and representatives of agencies, we deal with.

Admire Care Pty Ltd is committed to protecting and upholding the participants right to privacy and dignity as we collect, store and handle information about them, their needs and the services provided to them.

Admire Care Pty Ltd requires Staff and management to be consistent and careful in the way they manage what is written and said about individuals and how they decide who can see or hear this information.

Admire Care Pty Ltd is subject to NDIS (Quality and Safeguards) Commission rules and regulations. Admire Care Pty Ltd will follow the guidelines of the Australian Privacy Principles in its information management practices.

Admire Care Pty Ltd will ensure that each participant understands, and agrees to, what personal information will be collected and informed of the reason for the collection. The participant will be informed and agree to this information is being recorded material in an audio and/or visual format.

Admire Care Pty Ltd will advise each participant of privacy policies using the language, mode of communication and terms that the participant is most likely to understand. (Easy Read documents are made available to all participants).

Admire Care Pty Ltd will ensure that:

• It meets its legal and ethical obligations as an employer and service provider in relation to protecting the privacy of participants and organisational personnel.
• The participants are provided with information about their rights regarding privacy and confidentiality.
• The participants and organisational personnel are provided with privacy, and confidentiality is assured when they are being interviewed or discussing matters of a personal or sensitive nature.
• All staff, management and volunteers understand what is required in meeting these obligations.
• Participants are advised of Admire Care Pty Ltd's confidentiality policies using the language, mode of communications and terms that are most likely to be understood. Admire Care Pty Ltd will attempt to locate interpreters and will use easy access materials.

This policy conforms to the Federal Privacy Act (1988) and the Australian Privacy Principles, which govern the collection, use and storage of personal information.

This policy will apply to all records, whether hard copy or electronic, containing personal information about individuals, and to interviews or discussions of a sensitive personal nature.

In dealing with personal information, Admire Care Pty Ltd staff will:

• Ensure privacy for the participants, staff, or management when they are being interviewed or discussing matters of a personal or sensitive nature.
• Only collect and store personal information that is necessary for the functioning of the organisation and its activities.
• Use fair and lawful ways to collect personal information.
• Collect personal information only with consent from the individual.
• Ensure that people know of the type of personal information being held, the purpose of keeping the information and the method it is collected, used, disclosed, and who will have access to it.
• Ensure that personal information collected or disclosed is accurate, complete, and up-to-date, and provide access to the individual to review information or correct wrong information about themselves.
• Take reasonable steps to protect all personal information from misuse and loss and from unauthorised access, modification or disclosure.
• Destroy or permanently de-identify personal information no longer needed and/or after legal requirements for retaining documents have expired.
• Ensure that participants understand and agree with what personal information will be collected and why.
• Ensure participants are informed when any recordings occur in either audio and/or visual format. The participant's involvement in any recording must be agreed to in writing.

Participant records will be kept confidential and only handled by staff directly engaged in the delivery of service to the participant. Information about participants may only be made available to other parties with the consent of the participant, or their advocate, guardian or legal representative. A written agreement giving permission to the recording must be maintained in the participant's file.All hard copy files of participant records will be kept securely in a locked filing cabinet, in the office space.

All staff is responsible for the management of personal information to which they have access. Director is responsible for the content in Admire Care Pty Ltd publications, communications and on the website and must ensure the following:

• Appropriate consent is obtained for the inclusion of any personal information about any individual, including Admire Care Pty Ltd personnel (Consent Policy and Procedure)
• Information being provided by other agencies or external individuals conforms to privacy principles
• That the website contains a Privacy Statement that makes clear the conditions of any collection of personal information from the public through their visit to the website.

The Director is responsible for safeguarding personal information relating to Admire Care Pty Ltd's staff, management and contractors. The Director will be responsible for:

• Ensuring that all Staff is familiar with the Privacy Policy and administrative procedures for handling personal information.
• Ensuring that participants and other relevant individuals are provided with information about their rights regarding privacy and dignity.
• Handling any queries or complaints about a privacy issue.

At the first interview, participants will be notified of the type of information is being collected about them, how their privacy will be protected, and their rights in relation to this data. Information sharing is part of our legislative requirements. Participants must give consent to any information sharing between our organisation and government bodies. The participant is offered to opt-out of any NDIS information sharing during audits.

To ensure privacy for participants or Staff when discussing sensitive or personal matters, Admire Care Pty Ltd will only collect personal information which is necessary for the provision of supports and services and which:

• Is given voluntarily; and
• Will be stored securely on the Admire Care Pty Ltd database.

When in possession or control of a record containing personal information, Admire Care Pty Ltd will ensure that the record is protected against loss, unauthorised access, modification or disclosure, by such steps as it is reasonable in the circumstances to take. If it is necessary for that the record be given to a person in connection with the provision of a service to Admire Care Pty Ltd, everything reasonable will be done to prevent unauthorised use or disclosure of that record Admire Care Pty Ltd will not disclose any personal information to a third party without the individual’s consent unless that disclosure is required or authorised by or under law.

• Admire Care Pty Ltd wishes to recognize the Traditional Owners of the Land and the Aboriginal Communities served by our service.
• Admire Care Pty Ltd will provide services and supports that meet the needs of Aboriginal and Torres Strait Islander people.
• To work cohesively with local Aboriginal and/or Torres Strait Islander people.
• Admire Care Pty Ltd to ensure staff is trained in culturally appropriate actions and requirements.

It is the policy of Admire Care Pty Ltd to create a safe and welcoming environment for all people. The intent of this policy is to ensure that individuals have the right to engage with their Aboriginal and Torres Strait Islander community members and to access the support required to meet their individual needs if required, frontline workers will collaborate with the Aboriginal and Torres Strait Islander community members to support participants in the development and review of their support plans and activities.

Our inclusive approach will promote the cultural safety of Aboriginal and/or Torres Strait Islander People through engaging with the participant, their community and relevant stakeholders. Processes are designed to meet the needs and requirements of the participant.

A variety of procedures may be implemented as per the list below:

• Designing and using images that reflect indigenous symbols or pictures into brochures, on the website, or located in the environment.
• Displaying a Statement of Traditional Owners.
• Clarifying if participants identify as Aboriginal and Torres Strait Islander.
• Contacting and maintaining networks with local Aboriginal and Torres Strait Islander communities.
• Working with community networks for the benefit and support of the participant.
• Contacting the participant’s family, extended family, and community.
• Establishing communication processes for maintaining an individual’s indigenous supports.
• Working with other services in a coordinated manner to enhance supports for the participant.
• Planning will include actions that promote cultural safety and connectedness and respect the cultural and spiritual identity of Aboriginal and Torres Strait Islanders.
• Encouraging and researching community events for the participants, then sharing this information with Staff.
• Working with the local communities in the provision of services, referrals, consortia involvement, and memorandums of understanding.

All files of participants who identify as Aboriginal and Torres Strait Islander will be reviewed to ensure that we meet our inclusive approach obligations. The review will determine if:

• Service access and support strategies are relevant for Aboriginal and/or Torres Strait Islander People.
• Service involvement and links with the Aboriginal community and Aboriginal services are being provided, as relevant.
• Their cultural needs are being documented in their support plans.
• Strategies and supports are being implemented as per their individual plan.
• Feedback is being gathered from Aboriginal and Torres Strait Islander people and frontline workers. Feedback will be related to the cultural competence of our service provision.

Admire Care Pty Ltd will train all Staff and volunteers to ensure that all frontline workers are able to competently implement Aboriginal or Torres Strait Islander cultural competence strategies. The training aims to increase access to the service by Aboriginal and Torres Strait Islander people.

The purpose of this policy and procedure is to demonstrate that the organization’s commitment to deal with all feedback, including suggestions and complaints, fairly, promptly, confidentially. Admire Care Pty Ltd will provide feedback in a timely manner and document this feedback following due process to reach mutually satisfactory and agreed outcomes.

Admire Care Pty Ltd manages feedback effectively in order to identify areas for improvement.

Admire Care Pty Ltd has an effective complaint, compliment, and feedback handling system that addresses the principles of visibility and accessibility,responsiveness, assessment and investigation, feedback, and continuous improvement.

• All complaints are to be dealt with fairly and without reprisal or fear of retribution.
• Complaints can be lodged by the following:
• Directly with a staff member or by providing a completed Complaints, Compliments and Feedback Form
• by email to: info@admirecare.net.au
• by phone on +61 411568442
• in writing to: Admire Care Pty Ltd, 11 Swallow Court, Churchlands, WA, 6018
• At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission.
• Complaints to the NDIS Commission can be lodged:
• online at www.ndiscommission.gov.au; and
• by phone on 1800 035 544
• Complaints about the NDIA should be directed to the Agency itself or the Commonwealth Ombudsman.
• Complaints to the NDIA can be lodged:
• by phone on 1800 800 110; and
• by email to feedback@ndis.gov.au.
• Complaints to the Commonwealth Ombudsman about the NDIA can be lodged:
• by phone on 1300 362 072
• online at www.ombudsman.gov.au.
• Staff must support people making a complaint about the NDIA to contact the Agency or Commonwealth Ombudsman, where this is required.
• Complaints received by Admire Care Pty Ltd will be handled in the following manner:
• Within 1 working day, all complaints will be recorded on a Complaints, Comment,and Compliment form by the complainant or member of staff receiving the complaint.
• Within 1 working day the complaint will then be forwarded to the Director or delegate.
• If the complaint is about a member of staff, it is to be referred to the Director immediately, and the Director will ensure the details are gathered and recorded in writing.
• The Director will record details of all complaints in the Complaints Register and allocate a suitable investigating officer unless the complaint is regarding the Director
• The Acknowledgement of Complaint letter is sent to the complainant
• If the complaint is regarding the Director, details are to be recorded by the person receiving the complaint and forwarded to the Chair of the Company’s Board within 1 working day. The Board will be convened to ensure a full investigation is undertaken.
• In instances when the complaint relates to a suspected or actual assault, abuse,neglect, or other criminal behaviour, the Director will be informed immediately,and the appropriate investigative department will be informed.
• The allocated investigating officer (usually a Service Manager) or Director will commence an investigation of the complaint within 1 working day.
• The investigating officer will contact the complainant within 2 working days of receiving the complaint and:
• Clarify and document the nature of the complaint or concern and the resolution sought by the complainant
• Explain the complaints procedure, individual’s rights, and what to expect
• Explain their right to an advocate
• Document all information on the Complaint Investigation Form
• The investigating officer will interview the involved parties and develop a course of remedial action for the Director to approve.
• When the plan of action has been approved, the investigating officer is to inform the complainant of the remedial action within 10 working days of meeting with the complainant.
• The Director will ensure the complainant is also informed of the final outcome in writing using the Outcome of Complaint Letter and advised of their right to take the matter to the Board or raise it with the relevant external bodies.
• If either the complainant or other parties involved in the complaint are unsatisfied with the result or want the matter dealt with further, the matter will be taken to the Board of the Company.
• When the complaint cannot be resolved internally, external mediation will be promoted.
• All current complaints resolved and unresolved will be tabled in a non-identifying summary form at the next Management Meeting to inform of any potential problems.
• In addition to addressing the specific complaint, the organization will utilize the information for feedback into the organization’s continuous improvement cycle.
• Staff will be educated about the complaint procedure, their role, and how to support participants and carers with making complaints. Education will occur when staff commences working at a company and periodically through staff training and the staff newsletter.
• Feedback is defined as “any comments or compliments made about any aspects of the services provided by Admire Care Pty Ltd (including the actions of an employee, volunteer or persons otherwise engaged by Admire Care Pty Ltd).”
• Feedback may lead to Admire Care Pty Ltd reviewing and adapting an aspect of service or may not require any action beyond acknowledging the feedback and passing on details to relevant parties
• Feedback will be recorded on the Complaints, Compliments, and Feedback form by the person providing the feedback or the member of staff receiving the information
• The information will then be forwarded to the people involved, Service Manager and Director.
• The Director will record the details on the relevant register and decide what action is required, if any.
• If the comment is of a negative nature, it may be necessary to implement the complaints procedure above.
• Compliments will also be communicated at staff meetings in order to ensure staff is recognized and examples of best practices identified and acknowledged.

Where a complaint about Admire Care Pty Ltd is made to the NDIS Commission,all staff must comply with any orders or requests made by the NDIS Commission;assist in any resolution process or inquiry undertaken by the NDIS Commission,and ensure the complainant or a person with disability affected by the complaint are not adversely affected or fear retribution because a complaint has been made by them or on their behalf.

Admire Care Pty Ltd Management Team will review this policy and procedure at least annually. This process will include a review and evaluation of current practices and service delivery types, contemporary policy and practice in this clinical area, the Incident Register, and will incorporate staff, participant, and other stakeholder feedback. Feedback from service users, suggestions from staff,and best practice developments will be used to update this policy.

Admire Care Pty Ltd Continuous Improvement Plan will be used to record and monitor the progress of any improvements identified and, where relevant, feed into Admire Care Pty Ltd service planning and delivery processes