Leaps & Bounds Policies
Privacy & Confidentiality Policy
Policy Statement
Leaps and Bounds Occupational Therapy for Children (Leaps and Bounds) is committed to protecting the privacy of client information and to handling personal information in a responsible manner in accordance with the Privacy Act 1988 (Cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles and relevant State and Territory privacy legislation (referred to as privacy legislation).
Scope
This policy applies to all Leaps and Bounds employees, contractors and volunteers.
This policy explains how we collect, use and disclose client personal information, how clients may access that information seek the correction of any information. It also explains how a complaint about a breach of privacy legislation can be made.
Principles
Collection
- We collect information that is necessary and relevant to provide therapy and manage our medical practice. The information may include name, address, date of birth, gender, health information, family history, credit card and direct debit details and contact details.
- Information may be stored on our computer system and/or in handwritten records.
- Wherever practicable information will be collected from clients directly. However, information may need to be collected from other sources such other health care providers.
- Information is collected in various ways, such as over the phone, in writing, in person in our practice, over the Internet if you transact with us online. This information may be collected by therapists and administration staff.
- In emergency situations we may also need to collect information from your relatives or friends.
- We may be required by law to retain medical records for certain periods of time depending on your age at the time we provide services.
Use and Disclosure
- We will treat our client’s information as strictly private and confidential. It will be used and disclosed only for purposes directly related to your therapy, or in ways that you would reasonably expect that we may use it for ongoing care.
- There are circumstances where we may be permitted or required by law to disclose your personal information to third parties, such as, Medicare, police, insurers, solicitors, government regulatory bodies, tribunals, courts of law.
Data Quality and Security
- We will take reasonable steps to ensure that personal information is accurate, compete, up to date and relevant.
- Personal information that we hold is protected by: securing our premises; placing passwords and varying access levels on databases to limit access and protect electronic information from unauthorized interference, access, modification and disclosure; and providing locked cabinets and rooms for the storage of physical records.
- Where the information we have is not accurate, complete or up to date, we ask that we are contacted in writing via admin@leapsandboundsot.com.au
- Our workers must also follow and adhere to this policy’s instructions when working remotely. As they will be accessing data and systems from a distance, workers are obliged to follow all data encryption, protection standards and settings, and ensure their private network is secure.
Access
- Our clients are entitled to request, in writing, access to information held by Leaps and Bounds.
Complaints
- Complaint about the privacy of personal information can be made in writing. We will endeavor to resolve it in accordance with our complaints handling procedures.
- If the complaint is not resolved application can be made to the Australian Information Commissioner or the Privacy Commissioner in your State or Territory.
Overseas Transfer of Data
- We will not transfer your personal information to an overseas recipient unless we have your consent or we are required to do so by law.
Contact
Please direct any queries, complaints, requests for access to records to:
Leaps and Bounds Manager simone@leapsandboundsot.com.au / admin@leapsandboundsot.com.au or 02 8750 8061.
Approvals
Date of approval: 14 January 2019
Date of review: 21 July 2023
Cancellation Policy
We require 48-hour notice for appointment cancellations. Cancellations within that timeframe will be charged a full session’s fee.
A cancellation as per the 2022-2023 NDIS Price Guide is as follows:
A cancellation is a short notice cancellation if the participant:
- does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or
- has given less than seven (7) clear days’ notice for a support.
When cancelling appointments: Please call 8750 8061 or email admin@leasandboundsot.com.au to cancel an appointment. If you are led to an answering machine when calling, please leave a message regarding the cancellation and we will arrange it for you ASAP.
We value your privacy and therefore strongly encourage you to avoid contacting your therapist’s mobile number when doing cancellations.
Cancelling for medical, health or unforeseen circumstances:
You will receive an sms reminder 24 hours prior to your appointment as a friendly reminder. We require 48 hours’ notice for any cancellations; should a cancellation be within the 48 hours, a full session cost will be applied.
A cancellation charge will be waived under the following conditions:
- A doctor’s certificate is provided between 24-48 hours of your appointment (should notice be given within 24 hours of your appointment, a full session cost will be applied)
- If we are able to reschedule your appointment to within the same week after notice is given between 24-48 hours – this may be at a time that is not your preferred time and will depend on the therapists’ availability
Why we charge: We charge a cancellation fee to account for your therapists’ time in planning your child’s session and for us to hold your recurring appointment slot. For us to offer another family on our waitlist the cancellation vacancy we do require the full 48 hour notice period.
Recurring cancellations: Three consecutive short notice cancellations will unfortunately mean that your ongoing appointment spot will be released. We will endeavour to touch base with you once we notice consecutive cancellations to determine the best way moving forward.
Support Planning Policy
Policy Statement
As the key stakeholders at Leaps and Bounds, the family/carer is supported to exercise choice and control over the design and delivery of the services and supports they access through L&B to ensure that each individual has outcomes that are reflective of their personal needs. L&B respects the views of family and carers in the planning and decision making process.
Leaps and Bounds is committed to using a strengths-based and family-centred approach to case management to support families to identify the individual needs of their child and family, and to develop goals that will promote their independence and achieve optimal well-being and social participation.
Scope
This policy applies to all staff, contractors, volunteers or business partners. This policy is owned by the Manager of Leaps and Bounds.
Service Planning and Co-ordination
Service planning and coordination at Leaps and Bounds encompasses four different processes:
– Service agreement
– Individual family service planning (goal setting and evaluation form)
– Client’s handbook
– Progress review
– Risk management.
Each child and family’s service provision is planned for and co-ordinated based on the individual needs and goals of the child, taking into account their strengths, interests, formal and informal support network, current level of functioning and family priorities.
Service Agreement and Schedule of Supports
A service agreement is completed, by the Practice Manager or other delegated staff member, with the family at the commencement of services, a copy of it is provided to the family along with the client’s handbook, “What to expect from your child’s initial Occupational Therapy sessions?” document, cancellation policy and initial form to be completed. The service agreement and schedule of supports outlines the services that the family would like to receive from Leaps and Bounds, and consent is obtained for links to be maintained with other providers to share information. A copy of the service agreement is provided to the family, plan manager (if plan managed) and any other delegates as requested by the family. A copy of the service agreement is filed within the online system (coreplus) under each client’s individual file.
Alerts within the system are used to monitor the use of the child’s remaining allocated funding, and the funding tab within coreplus is used by the keyworker to monitor funding and how services are being utilised to address the child and family goals.
The cancellations and privacy policies are provided via email and hard copy, and the procedure for feedback and complaints is explained and is documented within the service agreement.
Families may provide their NDIS plan, including goals to Leaps and Bounds, to inform service provision and NDIS reporting. The copy of the plan is stored confidentially within the online system (coreplus).
At the completion of the service agreement, the Practice Manager, or other delegated staff, will email allocated staff to inform them that the child has funding and that services can commence. It is then the keyworker/staff members responsibility to contact the family to commence services.
Individual family service plan – goal setting and evaluation form
Once the service agreement is established, relevant staff and/or L&B Key Worker will begin the service planning and co-ordination process. The child’s caregiver/parent will attend the 3 part initial sessions (the initial process is detailed on “What to expect from your child’s initial Occupational Therapy sessions?” document provided to parent/caregiver with service agreement), planning and service co-ordination is undertaken within the last initial session in a semi-structured manner. If the child is being supported by a NDIS plan the goals outlined in the plan are reviewed with the family and priorities are discussed. The 3 part initial process should ideally be finalized within one month of the initial appointment.
The L&B Service Agreement, as well as the goal setting and evaluation form, encompasses both family choice and preferences with an agreed service model that upholds the values of family-centred practices and best practice early intervention, including the team around the child approach. The families cultural and diversity preferences are taken into account when forming the Individual Family Support Plan and families are treated with dignity and respect whilst ensuring that their rights are upheld and the understanding that they play a pivotal role in their child’s early intervention. If the family wishes to engage a Key Worker, L&B works with the family and other professionals to identify a suitable Key Worker.
Families are informed that they can use an advocate during the Individual Family Service Planning process and information is made available regarding external advocacy services. Families are also encouraged to include any key stakeholders in this meeting or a support person throughout the process.
The Key Worker and Leaps and Bounds staff members are responsible for regularly reviewing the Individual Family Service Plan with families to ensure all goals are being addressed over the course of the plan. The broad NDIS goals will be broken down into smaller, measureable goals and families and L&B staff will work together on a plan to achieve these goals in children’s everyday environments and routines. These goals will be measured, evaluated and recorded on the child’s session notes that are filed on coreplus at the completion of each session. Families have an opportunity to provide feedback to their keyworker, other staff or management regarding how services provided are meeting or not meeting their needs. If changes to service provision are required these can be negotiated.
Families preferences, literacy abilities and communication styles will be considered in regards to the provision of session’s feedback and these can be adapted to suit individual families. Families will be consulted when evaluating their child’s goals and have the opportunity to provide feedback on their child’s outcomes. Leaps and Bounds guarantees supports will be based on the least intrusive options using contemporary evidence-informed practices.
Progress Review
A requirement of NDIS service provision is that prior to the next plan meeting, a report is provided to NDIS about outcomes for the child and family, as well as goal attainment and recommendations for future therapeutic supports. During the term of the NDIS plan, ongoing review is documented within the child’s “goals and evaluation form” under their file on coreplus. Individual outcomes for children and families are regularly discussed during L&B’s supervision processes and Leaps and Bounds staff can access support and information from their team to assist families and children to fulfill their individual goals. Professional development is provided to regularly improve the use of evidence-based practices to improve the individual outcomes of children and families enrolled at L&B.
Risk Assessments:
Any associated risks that may arise during the provision of services are discussed and documented in the initial process and if needed further discussion or planning may need to be undertaken to reduce the risk to the child, family or staff of L&B. Risks and risk mitigation strategies continue to be monitored and reviewed, discussed with the family and documented through the use of service reports, which are verbally shared with families at the end of each session. In the event that L&B cannot provide the services and supports due to the complexities of the child/family needs as well as L&B staff experience and training, the family will be referred to other appropriate agencies as well as the NDIS Plan Partners.
Approvals
Date of approval: 14 February 2023
Date of review: 14 February 2024