This policy and procedure sets out how Empowering Connection delivers quality services through an effective Quality Management System (QMS) that is based on an ongoing cycle of review and evaluation. It applies to all staff and meets relevant legislation, regulations and standards.

Applicable NDIS Practice Standards

Quality Management

Outcome

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.

Indicators

• 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. The system is reviewed and updated as required to improve support delivery.
• The provider’s quality management system has a documented programme of internal audits relevant (proportionate) to the size and scale of the provider and the scope and complexity of supports delivered.
• The provider’s quality management system supports continuous improvement, using outcomes, risk related data, evidence-informed practice and feedback from participants and workers.

Definitions

Continuous improvement

The ongoing effort of a business to improve services, systems, processes or products to maximise benefits for its clients. The process relies on using evidence-based information to support the business’ achievement of its goals and outcomes. This also means adapting to the changing needs of its community or clients.

Policy

Empowering Connection is committed to quality, innovation and promoting a culture of continuous improvement in its governance, management and service delivery.

Continuous improvement is incorporated into all areas of Empowering Connection’s operations.

Empowering Connection includes its staff, participants and other relevant stakeholders in its continuous improvement activities to ensure services are of a high quality and meet participants’ needs.