Quad Care’s Client Handbook: A Guide to Your Supports
At Quad Care, we believe in providing care that is tailored to each individual’s needs. Our Client Handbook is an essential resource designed to introduce you to our services and ensure that you receive the best support aligned with your NDIS plan.
This handbook is a key tool for you to understand your rights, responsibilities, and the services available to you, ensuring a smooth and transparent care experience with us, and beyond!
Purpose and Overview
The Client Handbook is not just an introduction to Quad Care—it’s a living document that evolves with our services. It offers a comprehensive guide on how we operate, including our vision, mission, and values, as well as important information about your rights and responsibilities as a client.
| Purpose Why Quad Care exists and what we provide to our clients and community. | Individual Support for Life. To create an ecosystem of quality allied health and support services from lived experience, meeting unique needs with authenticity from a diverse team.
To create an ecosystem of support.
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| Mission What we do/will do. What makes us different? How we are going to achieve our Vision. | To set the standards for quality, comprehensive allied health and home support services. To understand peoples’ unique needs and provide authentic support from genuine people. To build belonging with passion and professionalism which exceeds expectations. |
| Values Who we are. The foundational and fundamental pillars of Quad Care. | Quality – quality and compassionate support that consistently exceeds expectations Uniqueness – unique, innovative, tailored services which champion diverse experiences Authenticity – our lived experience builds valued, trusted relationships Diversity – everyone has a seat at our table |
The handbook is regularly updated to reflect any changes in services, policies, or processes.
Client Rights and Responsibilities
One of the core sections of the handbook is a detailed explanation of your rights and responsibilities as a client. It is crucial to ensure that all individuals receiving care feel safe, respected, and valued. According to the handbook, as a client, you have the right to:
- Feel safe and be treated with respect
- Have your privacy and confidentiality protected
- Make choices about your care and how you spend your funding
- Receive assistance that aligns with your individual needs
- Provide feedback and have it addressed promptly
Similarly, the handbook outlines client responsibilities. These include actively participating in decision-making about your care, providing accurate information to Quad Care, and treating staff with courtesy and respect. Mutual respect and open communication are the foundation of a successful partnership between clients and caregivers.
Tailored Support and Individual Outcomes
Quad Care’s approach to care is client-centered, focusing on each individual’s unique goals and needs. The Client Handbook highlights the importance of tailoring support to meet personal preferences and working collaboratively to help you achieve your desired outcomes. The handbook explains that every client is at the center of their own care plan, and it provides guidance on how you can be involved in planning and making decisions about the services you receive.
From support in daily activities to participation in social, economic, and community life, Quad Care is dedicated to providing services that help you live your best life. Whether it’s coordinating with allied health professionals or assisting with personal care, the handbook provides clear expectations for what services you can receive and how they will be delivered.
Feedback, Complaints, and Advocacy
At Quad Care, we place a strong emphasis on continuous improvement, and your feedback is a critical part of that process. The Client Handbook explains how you can share feedback or make a complaint if you’re ever dissatisfied with the services provided. Quad Care has implemented a Feedback and Complaints Policy and Procedure, which ensures that every complaint is taken seriously and addressed promptly. You can lodge a complaint through various channels, including in person, by phone, email, or through the Quad Care website.
Additionally, the handbook provides information on accessing advocacy services. If you need support in making a complaint or understanding your rights, you can contact advocacy organizations like Queensland Advocacy Incorporated (QAI) or People with Disability Australia (PWDA). Quad Care encourages clients to seek out advocacy services if they need assistance navigating their care.
Service Agreements and Cancellations
When you begin receiving services from Quad Care, you will enter into a Service Agreement. The handbook explains the details of this agreement, which outlines the services you will receive, how long they will last, and how they will be funded. The agreement also includes information about Quad Care’s cancellation policy. Clients are required to provide at least seven days’ notice for cancellations or changes in service hours. In the event of multiple cancellations, Quad Care may reach out to reassess the suitability of the supports provided.
The handbook also covers the costs associated with services, ensuring transparency about any additional expenses that may arise, such as buddy shifts for new staff training or out-of-hours services. The goal is to ensure you have a clear understanding of what to expect in terms of fees and services.
Incidents and Safety
Safety is a top priority at Quad Care. The handbook provides guidance on how incidents are managed, including any situations where harm has occurred or could have occurred to a client. It explains how Quad Care staff respond to incidents, report them, and ensure the client’s safety throughout the process. Critical incidents, such as abuse, neglect, or serious injury, are reported to the NDIS Commission, ensuring accountability and transparency in service delivery.
Conclusion
The Quad Care Client Handbook is an invaluable resource that empowers clients to take an active role in their care. It ensures transparency, provides essential information about services, and emphasizes the importance of respect and collaboration between clients and caregivers. At Quad Care, we are committed to delivering care that exceeds expectations, and the Client Handbook is a key part of that commitment, ensuring that you have all the information you need to make informed decisions about your support.