Why?
The Quality & Practice Improvement (QPI) Team was established to strengthen our person-centred approach to service provision with a particular focus on Human Rights and the NDIS Participant’s right to choice, control and individualised support. The QPI Team also reinforce our governance and surveillance program to assure people we support, guardians and the NDIS Commission that we are truly committed to Human Rights, harm prevention, customer inclusion and choice and control.
When?
The QPI Team ‘went live’ on Monday 4th November 2019 as part of the OneWay Operating Model.
Who?
The QPI Team are part of Service Delivery and work closely with the General Managers (HOME, WORK, COMMUNITY), Operational, Portfolio and Site Managers as well as frontline employees and leaders.
How?
Lead Practice
Build the organisation into a disability practice leader by: Reduce Harm
Empowering staff to support and protect customers by:
- Implementing best practice and improving processes
- Improving the customer experience and building reputation as a safe and person-centred service provider
- Acting as subject matter experts for the organisation in clinical practice and customer care
- Informing and influencing policy and procedure around disability practices
Reduce Harm
Improving customer safety and wellbeing by:
- Championing service provision and ‘Person-Centred Practice’ through coaching and mentoring
- Coordinating continuous improvement
- Researching, documenting, reviewing and implementing best practice
- Risk assessments and incident analysis to identify improvement opportunities
Build Capability
Empowering staff to support and protect customers by:
- Partnering with Learning & Capability to deliver tailored and clear information on clinical practice
- Coaching and mentoring staff
- Providing assistance and decision support around complex care needs
- Developing tools, resources and documents to assist in the delivery of clinical practice
What?
The QPI Team will perform the following functions to support Service Delivery to improve the customer experience:
- Practice and Quality ‘Health Checks’
- Coordinate and govern Complex Support (Behaviour Management and Restrictive Practice)
- 1:1 support and coaching of frontline staff and leaders
- Coordinate cross-functional collaboration and Communities of Practice
- Identification and support of services with customers with high risk support needs
- Continuous Improvement of Practice and Quality processes
- Policy and Procedure development and reform
Contact the team
Contact Quality & Practice Improvement by emailing [email protected].