Advocacy Policy 

 

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) supports clients and their families in decision-making and choice regarding how they interact with us.  We will support the use of advocates, support people, or representatives in empowering or assisting our clients to make decisions that affect their therapy.  

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees as well as all HothPTS clients and their families. Anyone working for HotHPTS is expected to be familiar with this policy.  

Principles 

• Participants have the right to receive support from an independent advocate when engaging with our services.  
• We are committed to facilitating access to advocacy services and are responsible for assisting to find an advocate if requested. 
• All clients will be made aware of their right to have advocate support as stated in our Service Agreement when engaging our services.
• Where a client or parent / guardian requests an advocate, staff will assist the client find the appropriate service for the client. 

Procedures

• Participants can request an independent advocate by informing any HotHPTS staff member.
• The staff member will discuss the participant’s needs to ensure appropriate support is provided. 
• HotHPTS will arrange for an independent advocate, or if the client prefers to select their own advocate, we will assist in connecting them with suitable organisations. 
• The following organisations will be able to assist with this process:

• • ACT Disability Aged Carer Advocacy Service (ADACAS)

Phone: (02) 6242 5060

Email:  adacas@adacas.org.au

• • Advocacy for Inclusion Incorporated

Phone:  (02) 6257 4005

Website:  info@advocacyforinclusion.org

• • National Disability Advocacy Program (NDAP)

Phone:  1800 643 787

Website:  National Disability Advocacy Program

Definitions

Advocate:  An individual or organisation that provides support, representation, or assistance to a person in order to help them effectively communicate their needs, preferences, and rights.  They work on behalf of individuals to ensure their voice is heard and their rights are upheld.  They act independently and impartially, focussing wholly on the best interests of the person they are representing.

Child Protection Policy

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to safeguarding the welfare of children and young people accessing our therapy services. We aim to create and maintain a safe environment where children are respected, protected from harm and supported to reach their full potential.  This policy outlines our commitment to preventing child abuse and neglect, identifying risks, and responding effectively to any concerns or allegations.

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees. Anyone working for HotHPTS is expected to be familiar with this policy. 

Principles 

Management:

• Will ensure appropriate policies and procedures are in place for the detection and prevention of child abuse and neglect. 
• Will provide training and education to all staff as part of their induction process on recognising signs of abuse, their responsibilities under this policy and relevant legislation.  
• Will provide refresher training annually to ensure ongoing awareness and understanding of any legislative changes.
• Will ensure information management systems are secure to protect children and their information, and that information regarding child protection matters will be handled sensitively and confidentially, in accordance with legal requirements.
• Facilitate the reporting of any inappropriate behaviour or suspected abusive activities and support staff when reporting. 

All staff:

• Will recognise the rights of children to safety, protection and participation in decisions affecting their lives.
• Will assess and manage all risks associated with our services in order to minimise the potential for harm to children.
• Recognise that in addition to mandatory statutory reporting obligations, all staff have a responsibility to report concerns and adhere to the child protection procedures outlined in this policy. 
• Will commit to preventing child abuse and neglect through education, awareness, and proactive measures. 
• Will facilitate a child or young person in seeking help.
• Will provide support to the child or young person.
• Will assist a child or young person in developing skills for non-coercive, positive relationships.
• Will provide full cooperation with Child and Youth Protection Services and / or the Australian Federal Police when there is an investigation of child abuse and / or neglect of a young person.

Procedures

• Training:  All staff will receive training as part of their induction process.  Additionally, refresher training will be provided by management annually to ensure ongoing awareness and understanding of any legislative changes. 
• Reporting Concerns:  If there is an imminent risk of harm and threat to life, call the police on 000.  Otherwise, contact the Child and Youth Protection Services via:
• Phone:  1300 556 728 (mandated reporters – 24/7)
• Phone:  1300 556 729 (voluntary reports / general public – 24/7)
• Email:    childprotection@act.gov.au
• Online:  https://form.act.gov.au/smartforms/csd/child-concern-report
• Risk Assessment:  Conduct regular risk assessments to identify potential risks to children’s safety within our premises and during the provision of therapy services. 
• Response:  Provide immediate support and respond in accordance with the guide – Keeping Children and Young People Safe: A shared community responsibility – A guide to reporting child abuse and neglect in the ACT
• Documentation:  Maintain accurate and confidential records of incidents, concerns, actions taken and communications related to child protection matters.

Definitions

• Child: A person under the age of 18 years.
• Abuse: Any form of physical, emotional, or sexual mistreatment or neglect causing harm to a child.

Conflict of Interest Policy  

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to maining the highest standards of integrity and transparency.  This policy outlines our approach to identifying, managing, and resolving actual, apparent or potential conflicts of interests, to ensure all decisions and actions are made in the best interests of our clients and HotHPTS. 

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees and covers all activities and decisions related to the provision of services, procurement, employment, and any other business operations where a conflict of interest may arise.  Anyone working for HotHPTS is expected to be familiar with this policy. 

Principles and Procedures

Senior Team:

• Will provide training to staff on induction, and ongoing guidance to staff on recognising and managing conflicts of interests.
• Is responsible for reviewing conflict of interest disclosures and determining appropriate actions to mitigate or eliminate conflicts.  Possible actions include recusal from decision-making, reassignment of duties, or, in some cases, termination of the conflicting relationship.
• Will maintain a register of disclosed conflicts of interest and the actions taken to address them and will review the register monthly.
• Update this policy and related procedures as needed to address new types of conflicts or changes in legislation.

Each worker has an obligation to:

• Prior to commencement of employment, declare any other current or known future employment, with the details recorded on our Staff Screening Register. 
• Disclose any potential or actual conflicts of interest promptly and honestly.  Staff are not permitted to receive personal gifts from participants.  One exception being special occasions (such as Christmas time, or birthday) where a small gift under AUD$20 value is allowed.
• Avoid situations where personal interests conflict with professional duties.
• Refrain from participating in decisions or actions where a conflict of interest exists until it is resolved. 
• When dealing with referrals to other service providers, we are able to provide a list of options we deem suitable for their needs, but will convery it’s their responsibility to research and choose the most appropriate provider to meet their goals.
• Seek advice from senior management if unsure whether a situation constitutes a conflict of interest. 

Definitions

Conflict of Interest:  when an individual’s personal interests or relationships interfere, or appear to interfere, with their ability to act in the best interests of the organisation and its clients.  Conflicts can be financial, non-financial, direct or indirect.  Conflicts of interest, whether perceived or actual, can occur naturally and are not necessarily an indication of impropriety.

Cultural Diversities, Values and Beliefs Policy 

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to fostering an inclusive environment that respects and celebrates cultural diversities, values, and beliefs.  We recognise the importance of understanding and honouring the cultural backgrounds and individual values of our clients, families and staff, and firmly believe that discrimination based on disability, gender identity, sexual orientation, ethnicity, or religion is unacceptable. 

This policy outlines our approach to provide services that are culturally sensitive and responsive to the needs of all our participants, ensuring equitable access and support.  Our commitment is reflected in the following guiding philosophies:

• We value and respect diversity.
• Differences are accepted and respected without bias.
• We actively promote an environment that welcomes and values diversity.
• We provide equal opportunities for participants in accessing and benefiting from the services we offer.
• We recognise and uphold participants’ rights to choice and control.

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees. Anyone working for HotHPTS is expected to be familiar with this policy.  

Principles and Procedures

• Diverse and Culturally Aware Staff – employ and develop a team that reflects cultural diversity and is trained in cultural competence.  This includes understanding and respecting various values, beliefs and cultural backgrounds.  Foster a workplace culture that values diversity and inclusion and address any discriminatory behaviour promptly and effectively. 
• Respectful Service Delivery – deliver services in a manner that respects each individual’s values, beliefs, and cultural diversity.  Tailor support to align with participants’ goals while considering their cultural and personal contexts, and the impact of cultural differences on service delivery.
• Flexible and Participant-Centred Approach – ensure our service delivery approach is adaptable to meet the diverse needs of participants.  Focus on their strengths and tailor services to respect the cultural and personal preferences of each client, ensuring that their values and beliefs are considered in the planning and delivery of supports. 
• Inclusive Policies and Strategies – develop and maintain policies and strategies that are inclusive, treat all individuals equally, and reflect our commitment to diversity.  
• Human Rights and Privacy – Uphold and promote participants’ human rights, privacy, and self-determination.  Ensure that all interactions and service provisions respect these fundamental rights. 
• Access to Culturally Relevant Services – support clients in accessing additional services that align with their cultural, value based and belief systems, helping facilitate, if requested, connections to relevant resources and support networks. 
• Ongoing Learning and Improvement – commit to continuously improve our understanding and practices related to cultural diversity through regular reviews, feedback, and learning opportunities.  Solicit feedback from clients, families, and staff on how cultural diversity is being addressed.

Definitions

• Diversity:  The presence of differences within a group, including but not limited to, disability, gender identity, sexual orientation, ethnicity, and religion.

• Inclusion:  Creating an environment where all individuals feel valued, respected, and have equal access to opportunities and resources.

• Equity:  Fair treatment, access, opportunity, and advancement for all individuals, while striving to identify and eliminate barriers that have led to unequal treatment. 

• Cultural Competence:  The ability to interact effectively with people from different cultural backgrounds, understanding and respecting their cultural differences.

 

Feedback and Complaints Policy 

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to providing high-quality services to our clients and their families.  We value feedback as a crucial element in our continuous improvement process and encourage open communication.  

This policy outlines our approach to receiving, managing, and resolving feedback and complaints to ensure that all concerns are addressed effectively and transparently. 

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees, as well as all clients and their families who engage with HotHPTS services. Anyone working for HotHPTS is expected to be familiar with this policy. 

Principles and Procedures

• We welcome both positive and negative feedback as it helps us understand our strengths and areas for improvement. 
• All feedback and complaints will be handled with confidentiality to protect the privacy of the individuals involved.
• Feedback and complaints will be acknowledged promptly, and appropriate actions will be taken to address them.

• We recommend addressing complaints directly with a staff member first.  If the issue is not resolved satisfactorily or promptly, it can be escalated to our Senior Team.

• Feedback and complaints can also be submitted via:
• Our website:

• • • Feedback:  www.hothpts.com.au/feedback 
    • Complaint:  www.hothpts.com.au/complaints

• • Email:  enquiry@hothpts.com.au*
  • Phone:  0497 902 173*
  • Post:  Feedback and Complaints, House on the Hill Paediatric Therapy Services, 5 O’Hagan St, Latham, ACT 2615*

*When using these methods submissions must state if it is Feedback or a Complaint.

• All submissions should include the name of the individual providing the feedback / complaint, their contact details and a detailed description of the concern.  
• N.B.  If you would like to make an anonymous submission via electronic means please use the following details: 

• • • Name:  Anonymous
    • Telephone:  0497 902 173
    • Email Address:  anonymous@anonymous.com.au

• Upon receipt, we will acknowledge the feedback or complaint within 2 working days.
• The concern will be assessed to determine its nature and the appropriate course of action.  This may involve gathering additional information or consulting with relevant staff.
• We will aim to respond to complaints within 28 days of acknowledgement.  If a full response cannot be provided within this time, an update on the expected response timescale will be given. 
• If the individual feels dissatisfied with how the complaint has been handled, the following organisations can be contacts:

• NDIS Quality and Safeguards Commision

• • Website:  www.ndiscommission.gov.au
  • Phone:  1800 035 544

• National Disability Insurance Agency (NDIS)

• • Phone:  1800 800 110
  • Email:  feedback@ndis.gov.au

• Commonwealth Ombudsman

• • Website:  www.ombudsman.gov.au
  • Phone:  1300 362 072

• Access Canberra

• • Website:  www.accesscanberra.act.gov.au
  • Phone:  13 22 81

Incident Management Policy

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to providing a safe and supportive environment for all children, families and staff.  We adhere to the legislative and NDIS guidelines to ensure that all incidents are managed effectively and transparently.  

This policy outlines our approach to incident management, ensuring that incidents are reported, investigated, and resolved in a timely and appropriate manner. Our Incident Management System encompasses the following areas (as defined here):

• Acts, omissions, events or circumstances that occur in connection with providing NDIS supports or services to a person with disability and have, or could have, caused harm to the person with disability. 
• Acts by a person with disability that occur in connection with providing NDIS supports or services to the person with disability and which have caused serious harm, or a risk of serious harm, to another person. 
• Reportable incidents that have or are alleged to have occurred in connection with providing NDIS supports or services to a person with disability.

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees. Anyone working for HotHPTS is expected to be familiar with this policy.  People HotHPTS staff interact with (clients, family members, clinic visitors etc) are also included in these protocols.  

Principles

• The safety and well-being of children, their families and staff are our top priorities.  Immediate action is taken to address any risks or hazards identified.
• Staff are to receive training on incident management procedures as part of their induction process and annually to stay current with NDIS and legislative requirements. 
• All incidents are to be reported openly and honestly.  Transparency is essential for effective incident management and continual improvement.
• Incidents will be addressed promptly to minimise any adverse effects on the individuals involved and to prevent recurrence.
• Incidents that must be recorded and managed include incidents where harm, or potential harm, is caused to or by a person with a disability while they are receiving services from HotHPTS. 
• Incidents that must be reported to the NDIS Commission include the death or serious injury, abuse or neglect of a person with a disability and the unauthorised use of restrictive practices in connection to receiving services from HotHPTS. 

Procedures

• Immediately provide support to the person impacted by the incident to ensure their safety and wellbeing
• Notify Senior Management of the incident who will update our NDIS Reportable Incident Register and implement remedial measures identified as soon as possible.
• Complete the NDIS Commission Notification process with Senior Management within 24 hours (or 5 days for unauthorised restrictive practices) of incident being reported, via the NDIS QSC Portal; and if required, also submit a final report via this portal. 
• Investigate the root cause of the incident and implement corrective actions to address any identified issues and prevent recurrence.  These are to be documented in the risk register and communicated to relevant parties. 
• Ensure regular reviews of incident management practices are conducted to ensure effectiveness and compliance with NDIS guidelines. 

Definitions

• Incident: Any event or occurrence that results in or has the potential to result in harm, injury or damage to individuals, property, or the environment.
• Serious Incident:  An incident that involves significant harm or risk to an individual or that requires reporting to regulatory bodies, such as NDIS.
• Reportable incidents:  are when a particular act or event has / or is alleged to have happened in connection with the provision of supports / services by a registered NDIS provider, including the following:

• The death of a person with disability.
• Serious injury of a person with disability.
• Abuse or neglect of a person with disability.
• Unlawful sexual or physical contact with, or assault of, a person with disability.
• Sexual misconduct, committed against, or in the presence of, a person with disability, including grooming for sexual activity.
• Unauthorised use of restrictive practices in relation to a person with disability.

• Incident Types Indicative of Reportable Incidents:   For comprehensive definitions, refer to the NDIS Commission Incident Management Systems Guide (as defined here).  Key incident types include:

• Physical abuse, unlawful physical contact or physical assault.
• Sexual contact, sexual assault or sexual misconduct.
• Psychological, emotional or verbal abuse.
• Domestic violence.
• Neglect.
• Financial abuse.

Information Management Policy

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to ensuring the proper management, protection, and use of information.  In providing our services, we may collect, hold, use, or disclose personal information, and we are dedicated to doing so in a manner that aligns with the Privacy Act 1988 (Cth) and its 13 Australian Privacy Principles (APPs). 

This policy outlines how we handle information across all aspects of our operations to ensure confidentiality, integrity, and availability, while complying with relevant legal and regulatory requirements. 

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees. It also applies to a person for whom we may have been given or hold personal information, a consultant, contractor, sub-contractor, vendor or supplier of services or goods to us.  This policy is applicable to all personal information collected by us, including that collected throughout websites, social media and information shared with us by other service providers.  It covers how we collect, hold, store, and disclose your personal information, including any financial information you provide HotHPTS.  Anyone working for HotHPTS is expected to be familiar with this policy. 

Principles 

• Our personal information handling practices

1.1  Collection of personal information:

We may collect personal information from you, your representative or a third party (e.g. schools or other service providers), using various methods including electronic and paper correspondence. 

Your personal information records will relate to your service provision with us and we will only ask you for personal information which we need.  This is in accordance with the Privacy Act which requires that we collect information for a purpose that is reasonably necessary for, or directly related to, a function or activity we provide.

The Privacy Act requires us to notify you of matters including the following when we collect personal information: 

• Our information collection purposes.
• Any individual / organisation to whom the information is usually disclosed. 
• When there is a requirement or authorisation by law to perform the collection.

We may provide these notifications via Privacy Notices included in our onboarding process and other paper / electronic based mechanisms.

 1.2  Types of personal information collected and held:

Depending on the context of the collection we may collect and hold the following types of personal information in performing our service provision:

• Name, address and contact details (e.g. phone and email).
• Information about your / your childs’ identity (e.g. date of birth).
• Video / audio recordings and photographs of you / your child.
• Personal circumstances information (e.g. marital status, age, gender, occupation and relevant information about your partner or children).
• Financial information (e.g. bank account details, payment details).
• Employment information (e.g. name of your workplace).
• Information about your background (e.g. your preferred language to speak).
• Government identifiers (e.g. Medicare number).
• Information about assistance provided to you under the NDIS.

Where appropriate we may also collect and hold sensitive information about you / your child including:

• Your childs’ ethnic / racial origins.
• Your childs’ health (e.g. your childs’ medical history and any injury / disability your child may have).
• Information about the supports or services your child receives or has received, including those under the NDIS.
• Information about the people who provide supports or services to your child.

1.3  How we collect and hold personal information:

We collect personal information through various methods including:

• Paper-based forms.
• Electronic forms (including online forms).
• Face to face meetings.
• Telephone communications.
• Email communications.
• Our website.
• Our social media websites and accounts.

We hold personal information in formats including paper-based and electronic records. To ensure your personal information is held and disposed of securely we store it in line with the Australian Government records management regime, this includes the Archives Act 1983, Records Authorities and General Disposal Authorities. 

1.4  Purposes for which personal information is collected, held, used and disclosed

We collect and hold personal information for purposes relating to our service provision including:

• Performing personnel and employment activities relating to our staff / contractors.
• Performing any required legislative and administrative functions.
• Complaints handling.

We will provide information about our collection purposes at the point of collection and we will only use / disclose this information for our primary collection purposes. We will only use your personal information for secondary purposes where we are able to do so in compliance with the Privacy Act. Where we have your consent or where we are otherwise legally able or required to do so, we may disclose personal information collected and held by us to other relevant parties, including the following:

• Regulatory bodies.
• Professional associations.
• Other Commonwealth, state or territory agencies. 
• Another service provider.
• A school or educational establishment.
• A medical or GP facility.

1.5  Accessing and correcting your personal information

Under the Privacy Act you have the right to both access personal information held about you and request corrections to it if you think the information is incomplete, inaccurate, out-of-date, misleading or irrelevant. We may however decline access in some circumstances, as set out in the Privacy Act (e.g. where the personal information held is an opinion, not an objective fact).

Accessing or correcting the personal information we hold about you can be sought by contacting us using the contact details contained in section 3.2 of this Policy. 

1.6  Accidental or unauthorised disclosure of personal information

An accidental or unauthorised disclosure of personal information will be taken seriously and dealt with promptly. If we have reason to suspect a data breach has occurred, we will undertake an assessment in accordance with the Notifiable Data Breach Scheme.  Should we determine there has been an eligible data breach, we will notify you as soon as reasonably practicable.

1.7  Data security

Only authorised personnel have access to personal information held by us. Personal information contained in both electronic and paper records is protected in line with Australian Government security policies. Audits are conducted to ensure we adhere to our protective and computer security policies.

1.8   Our website

Our website is administered by our own technical staff. Personal information is generally only collected by us from our website where a person has chosen to provide it. Some technical information, which does not reveal your identity, may be recorded if you visit our website. This includes the date / time of your visit to our website, your IP or server address and your general locality. This information is used only for internal purposes. We would only attempt to identify you from your browsing in exceptional circumstances, such as an investigation into the inappropriate use of the website.

If a feature of our website is provided by third parties they may capture and store your personal information outside Australia. We are not responsible for the privacy practices of these third parties and encourage you to research their policies and make your own decisions regarding their reliability. Our website may also contain links to other websites, of which we are not responsible for their content and privacy practices. It is your responsibility to research and assess the reliability of the material found and the privacy policies of any other websites you visit.

1.9  Cookies

Cookies are a technology used to maintain contact with a user throughout a website session. A cookie is a small file stored by your web browser software on your computer when you access a website. If we provide a cookie to a user browsing our website it allows us to identify them individually.

1.10  Electronic communication

You should be aware of the risks involved when sending personal information to us electronically (e.g. via email or our website). Although there are still risks involved with other communication methods such as phone calls or post, you can use these if you prefer. We will only use / disclose any personal information provided, such as email addresses, for its primary provision purpose.

1.11  Disclosure of personal information overseas

Your personal information may be disclosed by us to overseas recipients in the following situations:

• Providing personal information to overseas consultants where consent has been given for this or we are legally able / required to provide this information.
• Providing personal information to recipients using a web-based system where data is stored on an overseas server.
• Providing personal information to foreign governments and law enforcement agencies (in limited circumstances and where authorised by law).

To find out if we have given your information to another country please contact us using the contact details in section 3.2 of this Policy.

• Complaints

2.1  Making a complaint

Please contact us using the contact details in section 3.2 of this Policy or via the complaint form on our website if you believe we may have breached your privacy rights.

2.2  Our complaints handling process

If you provide us with your contact details we will respond to your complaint / request promptly. We take complaints seriously and are committed to resolving them quickly and fairly. We can assure you that by making a complaint you will not suffer negative treatment.

2.3  Making a complaint to the Office of the Australian Information Commissioner (OAIC)

If you are dissatisfied with how we initially handled your complaint or wish to make a privacy complaint against us, you can also contact the OAIC to make a complaint. Please visit the OAIC website for further information about their privacy complaint process. If you complain directly to the OAIC rather than us, they might recommend you attempt complaint resolution with us in the first instance.

• Contact Details

3.1 Requests to access or correct personal information and general enquiries

In the event of any of the following please contact the House on the Hill Team using the contact details set out in section 3.2 of this Policy:

• Question how your personal information is collected, held, used or disclosed.
• Obtain access to or seek correction of your personal information.
• Ask questions about this Information Management Policy.
• You would like to complain about a breach of your privacy.
• To receive a free copy of this policy in a different format (e.g. hard copy, different language).

3.2 Contact details

Email: enquiry@hothpts.com.au

Telephone: 0497 902 173

Post: Enquiries, House on the Hill Occupational Therapy Pty Ltd, 5 O’Hagan Street, Latham, ACT, 2615

Definitions

Personal Information:  Any information or opinion about an individual, whether true or not, and whether recorded in a material form or not, from which the individual can be identified.

Privacy and Dignity Policy 

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to respecting and protecting the privacy and dignity of all our clients, their families, and our staff.  We recognise the sensitive nature of personal information and are dedicated to maintaining confidentiality and ensuring that all interactions are conducted with the utmost respect and professionalism. 

The purpose of this policy is to outline how HotHPTS will handle personal information, uphold participants’ dignity, and provide a framework for ensuring that privacy and dignity are maintained throughout our service delivery.  This policy aims to guide both staff and participants of their rights and responsibilities regarding privacy and dignity. 

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees. It also applies to all clients and their families who interact with HotHPTS services. Anyone working for HotHPTS is expected to be familiar with this policy. 

Principles 

• Participants have the right to access supports that:

• • Respect and uphold their dignity and right to privacy.
  • Respect their values, beliefs, culture and diversity.
  • Promote, uphold and respect their legal and human rights.
  • Are without discrimination, abuse, violence or neglect.

• We will ensure all interactions will be conducted with respect, sensitivity, and consideration for their dignity, values, beliefs, and culture.  
• We will collect, use, and store personal information in a manner that is respectful and ensures confidentiality.
• We will be transparent about our privacy practices and how personal information is managed. 
• We will ensure that all staff members are trained in privacy and dignity practices.

Procedures

• Confidentiality:  All personal and sensitive information about clients and their families will be treated as confidential and handled in accordance with applicable laws and ethical standards.
  • Procedures:
    • Store client information securely, ensuring that only authorised staff have access.  All electronic data will be protected with appropriate security measures.
    • Personal information will be collected only for the purpose of providing and managing therapy services. 
    • Discuss client information only with those directly involved in the client’s care and only as necessary for their treatment.
    • Obtain explicit written consent before sharing client information with external parties, except where required by law or to ensure the safety of the participant. 
• Respect for Dignity:  Every client and staff member has the right to be treated with dignity and respect, regardless of their background, abilities, or circumstances.

• • Procedures:
    • Ensure that clients have control over their therapy and are involved in decision-making processes about their care. 
    • Provide a comfortable and private environment for all therapy sessions.
    • Address clients and their families with respect, using preferred names and pronouns.
    • Be mindful of cultural, religious, and personal preferences in all interactions and therapy practices.

• Informed Consent:  Clients and their families have the right to be fully informed about their treatment options and to give or withhold consent freely.
• Procedures:

• • • Provide clear, understandable information about the therapy process, including potential risks and benefits.
    • Ensure that consent is obtained in writing through a signed service agreement and / or consent to share information agreement before initiating any new services or sharing information with third parties.
    • Respect the rights of clients and families to decline or withdraw consent at any time.

• Sexuality and Human Relationships:  Participants’ privacy is respected in relation to their lifestyle choices and staff members should support these. 
• Procedures

• • • Staff members should respect participants’ rights to maintain human relationships and develop / express their sexuality.
    • Staff should support the following in relation to participant’s personal relationships and sexual expression:

• • • • Support participants to express their lifestyle choices suitably and where appropriate choose partners. 
      • Provide details (where appropriate) or be able to refer participants to another support / advisory agency.

• Privacy During Therapy:  Clients have the right to privacy during therapy sessions, including physical and informational privacy.

• • Procedures:
    • Conduct therapy sessions in private, ensuring that only necessary staff are present.
    • Use private rooms and keep doors closed to protect the client’s physical privacy as needed.
    • Avoid unnecessary physical contact and ensure that any contact is appropriate and consented to.

• Privacy when Providing Assistance with Personal Care:  Clients have the right to dignity and privacy when receiving personal care support, particularly in the absence of a parent or caregiver.  

• • Procedures:
    • When assisting a participant with personal hygiene tasks, staff should provide help in the least intrusive manner possible and encourage the participant’s independence whenever feasible. 
    • Staff members should assist participants with personal hygiene tasks one-on-one, without engaging with other staff members during this process.
    • All personal hygiene facilities are private and not shared.  Staff must adhere to the following guidelines when assisting:
      • Only one staff member should assist a participant at a time.
      • Door should remain closed during the assistance.
      • If additional assistance is required, the assisting staff member must knock and request permission to enter.  If the participant declines entry, their wishes must be respected unless there is a concern for the participant’s or staff member’s safety. 
    • All interactions between staff and participants should be consensual and involve minimal physical contact.
    • Staff must adhere to any cultural or religious privacy expectations at all times. 

• HotHPTS’ Responsibilities  

• We will provide staff with training on privacy and dignity during their induction process, and then annually to remain up to date with any legislative changes. 
• We will promptly address any complaints and feedback from client’s or staff in relation to this policy.
• Provide details about our services, support options and fees, as well as alternative support options, both internal and external to us.
• Where necessary, assist participants to connect with services external to us including advocates, interpreters and translators or assist with the provision of participants having a person to speak on their behalf.
• Engage with participants about decisions regarding both their supports and our policies / programs.
• During our service delivery we should provide adequate time for participants to seek advice (if required) and consider and assess their support options.
• Deliver services to participants which support their needs and goals, are safe, appropriate and culturally relevant and that promotes, upholds and respects participants’ rights to self determination, freedom of expression and decision making.
• Ensure our service provision accounts for and is respectful of participants’ culture and lifestyle as well as their religious and linguistic preferences.
• We will assist participants to maximise their independence, make informed choices and exercise control.
• Act towards participants respectfully, without discrimination and with confidentiality, dignity, courtesy and fairness 
• Interact with participants in an age appropriate and respectful manner.
• Respect participants’ right to intimacy, sexual expression and autonomy.
• Uphold participants’ choice with the ways in which they engage with their family, friends and community.
• Ensure participants have the right to experience and learn from situations, including where an element of risk is involved.
• Ensure participants will be communicated about in a positive and accurate manner, upholding their human dignity.
• Safeguard participants personal information and only use it for the reasons for which it was collected.
• Assist participants in providing us with complaints and feedback about our services.

• Clients’ / Family’s Responsibilities

• Will supply HotHPTS with details (including changes) that will assist us to best support the client and their family.
• Will behave safely and respectfully towards HotHPTS staff and other participants using our services. 
• Will provide us with feedback concerning our services and any improvements we can make. 

Definitions

• Informed Consent:  A process by which a client or their legal guardian agrees to a treatment plan after being fully informed of its risks, benefits, costs, and alternatives. 

Dignity:  The state of being worthy of respect and ethical treatment, recognising the intrinsic value of every individual.

Translation and Interpretation Policy 

Policy statement 

House on the Hill Paediatric Therapy Services (HotHPTS) is committed to providing equitable and accessible services to all families and children.  To support effective communication, we offer interpreting and translating services if required upon request.  We also acknowledge the need for alternate communication options for individuals who have hearing or speech impairments. 

The purpose of this policy is to outline the procedures for requesting interpreting and translating services, ensuring clear communication with clients who have limited English proficiency or specific communication needs, and complying with relevant legal requirements.

Scope 

This policy applies to all staff employed by HotHPTS across all disciplines, including permanent and casual employees. It also applies to all clients and their families who interact with HotHPTS services. Anyone working for HotHPTS is expected to be familiar with this policy. 

Principles 

• Requesting Services:

• If you require an interpreter or translator, please inform a member of our staff. We will arrange these services at no cost to you.
• If you prefer to make your own arrangements, you can contact the Translating and Interpreting Service (TIS) directly at 131 450.

• Communication for Deaf or Hearing / Speech Impaired Individuals:

• Clients who are deaf or have a hearing or speech impairment can use the National Relay Service to communicate with us:

• • • TTY (telephone typewriter) service: 133 677 
    • Speak and Listen (speech-to-relay): 1300 555 727
    • Internet Relay Service: Available through the National Relay Service website:  www.accesshub.gov.au

• Confidentiality:

• All interpreting and translating services will be provided in a manner that maintains the confidentiality and privacy of client information.