Video: Promptly act on concerns

The NDIS Code of Conduct. Guidance for NDIS providers.  

The NDIS Code of Conduct outlines how all NDIS providers and workers must respect and uphold the rights of people with disability.

There are eight elements to the Code of Conduct.  

In this video we'll focus on the need to promptly act on concerns.  

This element will demonstrate what it means for providers and review a real-world scenario to illustrate the Code in practice.

The Code states NDIS providers must promptly take steps to raise and act on concerns about matters that may impact the quality and safety of supports and services provided to people with disability.

Andy is an NDIS participant with a neurological condition. He loves watching football on his big screen tv and is excited that his favourite team is playing in the semi-finals.

Jessica is Andy’s Support worker and wants him to enjoy the game today, even helping to make sure that Andy’s favourite foods are available for him, in time for kick-off.

During the game, Andy has some difficulty chewing and starts to cough and choke on his food. Jessica moves to assist, but before she is needed, Andy manages to clear his throat and returns to his lunch.

Jessica monitors Andy for the remainder of the meal and reviews his support plan, noting that it contains no reference to any swallowing concerns.

Jessica dismisses the incident as Andy being a bit ‘over-excited’ while eating on game day. She does not check with Andy if he has any concerns and does not record her concerns in her shift notes, nor promptly raises them with management for follow-up.

While delivering NDIS supports and services, it is essential that staff are vigilant to early signs of risk to participants, as early identification and prompt action can help avoid serious harm.

Later that night, Jessica is contacted by her team leader.

The team leader asks Jessica if she had noticed any change in Andy’s mealtime habits, as Andy had a choking incident and needed to be transported to the hospital.

NDIS providers must operate effective incident management processes, as part of their responsibility to provide participants with safe and competent supports and services.

To ensure best outcomes for people with disability, NDIS providers need to ensure all workers have adequate knowledge and training to identify, assess and report incidents observed during service delivery, which pose a serious risk of harm to participants.

Additionally, registered providers must report the most serious of these incidents, such as those relating to death, serious injury, abuse, assault or misconduct, to the NDIS Commission, without delay.

In the case of Andy, the risk of serious health complications could have been reduced if Jessica’s initial concerns were promptly acted upon.  

A third-party speech pathologist is currently developing a safe mealtime management plan for Andy, which the provider will help implement.  

However, had concerns been reported sooner, this may have been initiated before Andy’s hospitalisation.

To reduce the likelihood of further incidents, the provider will ensure all workers receive training and practical guidance on identifying early signs of risk to participants, with an emphasis on reporting concerns as they arise.

Whilst the provider is conducting an internal review of the events that led to Andy’s incident, Jessica is more mindful than ever of her duty of care when working with people with disability.

Jessica now has a new appreciation of how important it is to act on concerns promptly and thoroughly.

As an NDIS provider, meeting your obligations, as outlined in the Code of Conduct, is essential - as we all work to support the rights of people with disability.