Quality Management & Continuous Improvement Policy

Purpose and aims

The NDIS Practice Standards specify the quality standards that registered providers must meet, and include quality indicators used by auditors to assess compliance. Kaizen Living PTY LTD is committed to ensuring that each participant benefits from a quality management system relevant and proportionate to the size and scale of the provider, which promotes continuous improvement of support delivery.

Our commitments

• A quality management system is maintained that is relevant and proportionate to the size and scale of the provider and the scope and complexity of the supports delivered. The system defines how to meet the requirements of legislation and these standards, and is reviewed and updated as required to improve support delivery.
• The quality management system has a documented program of internal audits relevant and proportionate to the size and scale of the provider and the scope and complexity of supports delivered.
• The quality management system supports continuous improvement, using outcomes, risk-related data, evidence-informed practice and feedback from participants and workers.

Scope

This policy applies to the provision of all services and supports at Kaizen Living PTY LTD. The Board, Principal and Key Management Personnel take full responsibility for ensuring a full understanding of the commitments outlined in this policy.

Maintaining compliance

Kaizen Living PTY LTD maintains a Legislation Register of all material legislation, regulations and standards affecting the business, and a Policy Register demonstrating how each policy supports the application of each relevant NDIS Practice Standard. Each policy is reviewed in accordance with its scheduled review date, or earlier if a change in law or regulations, incident, complaint or other material matter warrants earlier review.

A culture of legislative compliance is planned, implemented and monitored by ensuring compliance responsibilities are reflected in position descriptions or employment agreements where relevant, assessed through performance reviews, addressed in induction, investigated where breaches or suspected non-compliance arise, and strengthened through system improvements. All improvements required to achieve legislative compliance are recorded in the Continuous Improvement Register.

Welcoming feedback

Kaizen Living PTY LTD creates an environment where all feedback is valued, including from participants, persons with disability, workers and others, to identify areas for improvement and enhance performance against the NDIS Practice Standards. Feedback, including anonymous feedback, is welcomed and complaints are promptly dealt with under the Feedback and Complaints Management Policy.

Participants are actively consulted to continually improve service delivery, and an annual survey of workers, participants, their support networks and other stakeholders invites suggestions for improvement.

Reviewing data and driving improvement

All records, statistical and other information kept in relation to complaints are reviewed annually to identify and address systemic issues, and a statistical summary of complaints is conducted at least annually. All improvement actions identified from these reviews are entered in the Continuous Improvement Register, and relevant improvement strategies and information are shared with workers for implementation in support delivery to participants.

Training

Relevant workers are provided with internal and external training in the knowledge and understanding of legislative requirements relevant to their work during induction, refresher training, when processes change, or where training is identified as needed or requested through performance review or worker feedback. Training opportunities are also provided in relation to evidence-informed practice in respect of the services and supports provided by Kaizen Living PTY LTD.

Policy adoption

The Board adopts and maintains this policy and its related documentation, which assists Kaizen Living PTY LTD to demonstrate the relevant NDIS Quality Indicators related to the Quality Management NDIS Practice Standard.