Client Service Handbook

In the spirit of reconciliation, MND Queensland acknowledges the Traditional Custodians of Country throughout Australia and their connections to land, sea and community. We pay our respect to their Elders past and present and extend that respect to all AboriginalandTorresStraitIslanderpeoplestoday.

Version 2.0 | April 2024

Information included within this handbook remains copyright of MND Queensland. It has been developed to support our clients in accessing our services

MND Queensland will update this handbook as information changes.

Enquiries about this handbook can be directed to:

Director of Care Services

director-careservices@mndaq.org.au

07 3372 9004

Message from our CEO

Thank you for choosing Motor Neurone Disease Association of Queensland (MND Queensland) to support you.

MND Queensland has over 40 years’ experience in supporting people with MND. We understand the unique challenges this dreadful disease poses and have developed our service to provide clients and their loved ones with a comprehensive range of supports in the hope to make life that little bit easier.

MND is a disease that can progress quickly, and MND Queensland’s model of care focuses around delivering the right care at the right time; being responsive to your needs and goals.

The following information included in this handbook is aimed to help you learn more about our organisation and how we operate.

We look forward to working with you.

Until there is a cure, there is care.

Kind regards,

Stacey Thorpe

Accessibility

We recognise that some of the information in this handbook may be challenging to understand for some people

If you would like support in understanding this handbook or would like the handbook in a different format, please contact us on 1800 777 175 and we will gladly assist you.

About Us

As a leading organisation wholly focused on supporting people living with MND — and their families, friends and carers — MND Queensland offers understanding and practical assistance by delivering information, education and specialist support services.

We form part of MND Australia — the national peak body of state organisations that support those living with and impacted by MND This extensive network allows us to increase understanding of the disease, advocate for those affected and fund world-class research.

Our Services include:

MND Advisory Service and InfoLine (information, advice and referrals)

NDIS Support Coordination

Equipment Hire Service

Allied Healthcare Services

Voice Banking Clinic

Support Groups

Education & Training

Life Stories program (and more!)

We are a registered NDIS Provider and are highly committed to quality, ensuring that we are delivering supports that are clientcentered, responsive, and based on best practice principles. Our service philosophy is centered on the principle of empowering you to make informed choices about your health, wellbeing, and care options, in your own way, and in your own time

Our Vision

A world free of Motor Neurone Disease.

Our Mission

To ensure access to best practice care and support for every Queenslander impacted by MND and contribute to finding a cure.

Our Values Excellence

Our commitment to people impacted by MND is the fundamental basis for all we do and drives our high quality, person-centred, care and support.

Community

We foster positive and supportive relationships by enabling connection, sharing resources and advocating for the interest of people impacted by MND.

Inclusiveness

We respect and value each and every member of the MND community.

Innovation

We seek to be at the forefront of best practice and opportunities that improve the quality of outcomes.

Integrity

We are ethical in all our practices.

Our Services

We're here to support individuals with MND or related conditions, along with their families, friends, and caregivers. Our services also extend to those awaiting a diagnosis, as well as offering guidance and training to associated health professionals and service providers.

If you need information about MND or our services, don't hesitate to reach out to us or visit our website. Accessing this information is free of charge. However, to benefit from our advice, support, and equipment hire services, we ask individuals to register as clients.

Our services are delivered through various means, including telephone consultations, face-to-face or video conferencing, referrals to other agencies, and educational events for families and healthcare professionals.

Our team members are trained and experienced in providing support to those living with MND. For further details about the services we offer, please visit our website at www.mndaq.org.au or call us at 1800 777 175. We're here to assist you every step of the way

Conflict of Interest

MND Queensland is dedicated to offering a comprehensive range of services and support to assist you and your loved ones in managing your MND.

We're here for every Queenslander diagnosed with MND, ready to provide as much or as little service as you prefer. We understand that your needs and preferences may evolve over time.

While we offer a comprehensive range of services, you're not obligated to exclusively use our services. We respect your choices and will always present alternative options. Regardless of your decisions, we'll collaborate with your entire care team to ensure you receive the highest quality care experience.

Accessing our Services

You have several options for accessing our services:

Phone: Call us at 1800 777 175 to speak with one of our friendly team members. We can assist you with any questions you have and help you register for our services.

Email: Send us an email at info@mndaq.org.au and request a call back. Our Client Services Coordinator or one of our MND Advisors will reach out to support you.

Website: Visit our website at www.mndaq.org.au and complete our referral form.

To ensure we can provide you with the best possible care and service, we'll need you to complete a registration and consent form We require all individuals accessing our services to become members of our organisation by completing the registration form. There is no cost for people with MND to become members.

Your comfort and well-being are important to us, and we're here to assist you every step of the way.

Your Rights & Responsibilities

MND Queensland has established client rights and responsibilities based on:

The Australian Charter of Healthcare Rights

The NDIS Code of Conduct

The Charter of Aged Care Rights

Convention on the Rights of Persons with Disabilities

As you access our services, you have the right to:

Be treated with professionalism, courtesy, and compassion, respecting your unique characteristics and preferences.

Expect your privacy to be respected and your confidentiality protected as much as possible under the law.

Receive timely, and tailored supports that align with your goals.

Make informed decisions about your care, including choosing services, appointing an advocate, or changing your care team

Have autonomy in selecting or declining our services.

Voice any complaints about our services, knowing they will be handled fairly, objectively, and confidentially, without affecting your supports.

Access information about our services, policies, fees, and waiting times, as well as request access to your records.

Your responsibilities in accessing our services include:

Treating our team with respect and courtesy.

Providing relevant information about your care needs to ensure safe and suitable services.

Actively participating in your care and care planning processes

Promptly communicating any feedback or concerns for us to address.

Informing us of any changes in your circumstances, such as contact details, support persons, or funding information.

Adhering to the terms outlined in this handbook and our service agreements.

By upholding these rights and responsibilities, we can ensure a positive and collaborative experience for everyone involved.

Consent

Before starting any services or supports, we'll ask for your consent. While verbal consent is usually sufficient for services such as seeing one of our allied health team, there may be times when written consent is necessary In either case, we'll document your consent in your care records.

Our team at MND Queensland is committed to providing you with all the information you need to make informed decisions. You'll have the chance to ask questions and take your time in deciding.

If you're unable to give consent, an Advocate appointed by you or your Power of Attorney can provide it on your behalf.

We take your privacy seriously, so we'll ask you to complete a consent form specifying who you allow us to share your information with. This helps us collaborate with your care team, advocate with funding bodies like the NDIS, and update your doctors and specialists.

We'll also seek your permission for other activities, such as: Taking photographs or videos for supporting your care, like documenting home modifications.

Participating in Quality Assurance Audits and allowing external auditors, such as NDIS Auditors, to review your records.

Participating in marketing activities, including photography or videography for social media and print.

It's important to note that there are situations where we may not need your consent to provide services or share your information. This includes emergencies where urgent medical treatment is necessary to save your life or prevent serious harm. We may also be required by law to report suspected abuse or neglect.

You can change or withdraw your consent preferences at any time Simply talk to your MND Advisor or allied health practitioner, or contact our Client Services Coordinator on 1800 777 175.

Using an Advocate

At MND Queensland, we recognise the importance of having someone to support you during appointments and decisionmaking processes. We encourage you to have a support person present whenever you engage with us.

Additionally, you may wish to enlist the help of an independent disability Advocate to represent you and assist in exercising your choice and control. If you choose to do so, MND Queensland will collaborate with you, your support persons, and your Advocate. We simply request your written consent to share information with them.

To find and access an Advocate, you can use the Disability Advocacy Finder at: https://askizzy.org.au/disability-advocacy-finder.

Choice & Control

At MND Queensland, we value your input and want to ensure we're supporting you in the best way possible.

We recognise that every client is unique, and we respect your choices and preferences. This includes how and how often you'd like us to contact you, as well as who you'd like to be part of your care team.

We understand that your preferences may change over time, whether it's a desire for a different care team or a shift in the type of services you need from us. If you ever feel the need for change, we encourage you to first discuss it with your MND Advisor or allied health practitioner. However, if you're not comfortable doing so, please feel free to reach out to our Client Services Coordinator at 1800 777 175.

Using an Interpreter

Your ability to fully express yourself and comprehend the information we provide is crucial for making informed decisions. If you require translation into your preferred language, we are committed to ensuring you have access to an interpreter.

During registration, MND Queensland will enquire whether you need an interpreter. If you do, we will arrange for one through the Translating and Interpreting Service (TIS). Please note that we typically do not rely on informal or family members for translating information related to consent or treatment decisions.

Service Agreements

When you engage with MND Queensland, we'll provide you with a Service Agreement and a Schedule of Supports to review and sign. While the information in the Service Agreement mirrors much of what's in this handbook, it's tailored specifically to you.

We encourage you to carefully review this agreement. If you have any questions or need help understanding the Service Agreement, please don't hesitate to reach out to your MND Advisor or our Client Services Coordinator at 1800 777 175.

Fees & Charges

MND Queensland’s fees are charged in line with the NDIS Pricing Arrangements and Price Limits Guide. Our fees will automatically increase in line with any increases set out within this guide.

You can access a copy of this guide is available via this link:

https://www.ndis.gov.au/providers/pricing-arrangements

As a registered charity, and not-for-profit organisation, MND Queensland reinvests fees back into the organisation to continue to support our clients and mission.

Where a client is experiencing significant financial hardship, MND Queensland may offer heavily subsidised services to ensure they are able to access the services they require.

Incidents & Injuries

At MND Queensland, we prioritise the safety and well-being of our clients and team. This includes promptly addressing all incidents, injuries, and near misses. We have a robust Incident Management Policy in place, which all team members are trained in.

In the unfortunate event of an incident or injury, we will complete an incident report and where necessary, conduct an investigation. We will keep you informed about the investigation findings and any strategies we implement to prevent similar incidents in the future.

We believe in open disclosure and transparency throughout this process and we are committed to continuously improving our practices to ensure the highest standards of care.

Emergency & Disaster Management

MND Queensland is here to support you, but it's important to know that we're not an emergency service and do not operate outside of regular business hours or on weekends and public holidays.

As part of our service, your MND Advisor will help you identify who you can reach out to for immediate assistance in the event of an emergency or disaster.

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Feedback, Compliments & Complaints

Your feedback is invaluable to us at MND Queensland. Whether it's a compliment, a suggestion for improvement, or a complaint, we welcome it all. Your input guides us in our continuous efforts to excel and serve you better.

We prioritise transparency in managing feedback, especially complaints. Rest assured, we'll keep you informed about the outcome of any investigations that may arise. Your privacy and confidentiality are of utmost importance to us, and you have the option to provide feedback anonymously if you prefer.

You can access a full copy of our Complaints and Feedback Policy on our website:

https://www.mndaq.org.au/page/110/complaints-feedback

Here's how you can give us feedback:

Complete a Feedback form available on our website 1 Email the Director of Care Services at: directorcareservices@mndaq.org.au.

2. We are committed to addressing your complaint to the best of our ability. However, if you feel dissatisfied with our response, you have the option to contact the NDIS Commission using the details provided below. Your satisfaction and trust are our top priorities.

Commission

Free call: 1800 035 544 www.ndiscommission.gov.au/about/complaints

Our Allied Health team work on an appointment basis. We will make these appointments with you and endeavour to confirm these ahead of time. If you are unable to proceed with your appointment, we do request a minimum of 48 hours notice of your need to cancel. If you provide less than this, a cancellation fee may apply. If applicable, this will be detailed in your service agreement.

Ceasing our Services Cancelling an Appointment

There may come a time when either we can't provide the support you need or you choose to discontinue our partnership for any reason.

In such cases, we encourage open communication. We'll discuss with you the reasons for ceasing services and explore ways to continue supporting you Your proactive input is valuable; please feel free to raise any concerns so we can address them promptly.

We may need to cease services if: You don't treat our team with respect or exhibit abusive behavior. Your actions put yourself or others in danger.

At MND Queensland, our goal is to ensure everyone with MND receives the care and support aligned with their goals and preferences. If you decide to discontinue our services, we can provide you with a handover document to assist in transitioning to another provider.

My Support Team

Profession

Neurologist

General Practitioner

MND Clinic

Support Coordinator / MND Advisor

Physiotherapist

Occupational Therapist

Speech Pathologist

Dietitian