1. Privacy, Dignity and Confidentiality

Attentive Quality Care is committed to ensuring that all participants engaged with the organisation have the same level of privacy, dignity, and confidentiality as is expected by the rest of the community.

Attentive Quality Care will:

  • Only collect information about the participant that can be shown to be directly relevant to effective service delivery and the organisation’s duty of care responsibilities.
  • Seek the written consent of the participant or family prior to obtaining information from any other source.
    1. Inform participants of their right to withdraw or amend prior consent and provide participants with details of how to do so.
  • Inform participants and families of why the information sought is required by the organisation.
  • Ensure consent forms have been completed by participants or families prior to information being collected from other sources.
  • Seek the written consent of the participant or family prior to releasing information to any other source.

2. Complaints Management

Attentive Quality Care manages feedback, including complaints, compliments, and ideas for improvement, from participants, their families, carers or other representatives, and any other Attentive Quality Care stakeholder. Complaints Management processes comply with the NDIS (Complaints Management and Resolution) Rules 2018.

A person wishing to provide feedback to Attentive Quality Care or make a complaint may do so through the following avenues:

Via Attentive Quality Care website:

Participants may also lodge a complaint about their service directly to the NDIS Commission which is an independent statutory authority providing an impartial resolution service for complaints relating to NDIS services provided nationwide. A complaint can be made by:

  • Phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
  • National Relay Service and ask for 1800 035 544.
  • Completing a complaint contact form.

3. Virus/infection Control Management

Attentive Quality Care practices all measures to reduce the spread of infection/Virus and reduce the risk to participants and workers. Infection control Procedures aim to reduce the transmission of infectious agents through contact, droplets, and the air.

Attentive Quality Care expects all support workers to comply with public health regulations on use of standard and universal precautions to ensure hygiene is maintained in all interactions with participants by washing hands, using gloves, aprons, and masks where necessary. Ongoing education concerning standard precaution principles will be given to new and existing workers involved directly or indirectly with Attentive Quality Care.  

It is the responsibility of everyone to comply with the use of protective measures. These measures promote and limit the spread of infectious disease, especially those that are transmitted by direct contact.

Standard Protective measures of personal hygiene include:

  • Keeping one’s body clean and practicing good hand hygiene.
  • Limiting contact by not sharing items such as cups, eating utensils, towels, handkerchiefs, combs, brushes, and other personal items.
  • Avoiding exposure to individuals with communicable disease.
  • Covering nose and mouth when coughing and sneezing.