What We Do
Informed Care Services (IWCS) is a nurse-led NDIS-registered organization. Our approach to services is person-centred and recovery-oriented. This means that all supports are focused on the participant’s needs and ensure active involvement in one’s care. IWCS values working with our participants, their advocates, family members and other health care providers as relevant to ensure continuity of care and that all the participants’ needs are met.
Our commitment to you is to work with you, your family, informal supports and key Stakeholders to enable suitable support services.
How Can You Help Us Support You
- You can help us provide quality services by providing us with correct information about yourself and your situation
- If your health needs have changed, please let us know.
- Inform your support worker as soon as possible if your situation changes or if you are unable to meet a commitment or appointment.
- Fill out consent forms so that your advocate and I can work together (if applicable).
- Be respectful around other participants using the service and the support staff.
- Share your thoughts on the service and how it may be improved.
- If you are unhappy with the services or have any other concerns, please let us know.
Our Commitment To You
- Treat you with respect at all times ensure a fair, equitable, timely service without discrimination.
- Inform you of your rights and responsibilities.
- Protect your personal information and only use it for the right reasons.
- Involve you in decisions about the services you access and the support you can access.
- Support your views and decisions to make sure you have choice and control of your support’s services.
- Support you to connect with other services if needed.
- Tell you how to provide us with feedback on our service and how to make a complaint.
What To Expect
We value your feedback
Your opinion on a pleasant experience you had with the service or suggestions for how it could be improved is valued by Informed Western Care Services. If you were not satisfied with the service(s) you received, or you felt that you were not handled\treated fairly and reasonably, please let us know.
Feedback may be provided via:
- Completing a compliment, complaint/feedback form.
- Talking directly to a support worker.
- Ask to speak to a more senior person.
- Contacting the office on the phone; 0405 014 564/ 0416 042 284
- Emailing us on info@iwcs.com.au
How We Manage Feedback
Informed Care Services will resolve complaints openly, honestly and quickly. Your complaint and response will be acknowledged within one working day. If you are not satisfied with the resolution of your complaint, you may contact an independent body such as:
- National Disability Insurance Agency by calling – 1800 800 110
- or visiting www.ndis.gov.au
- or visiting one of their offices in person
- NDIS Quality and Safeguards Commission by calling – 1800 035 544 (interpreters can be arranged)
- or visiting www.ndiscommission.gov.au/about/complaints
- NSW Ombudsman by calling – 02 92861000
- or Toll-free outside Sydney – 1800 451 524
- or visiting www.ombo.nsw.gov.au
