Effective from April 2021 (updated July 2026)

Approved by: Chief Executive Officer

Objective

The objective of this policy is to capture and communicate our approach to a shared commitment to the provision high quality care and services to all Five Good Friends Members and loved ones.

Definitions

• Care and Services – at Five Good Friends, we view care and services as all of the ways we interact with our Members and their loved ones. This includes:
  • face to face support
  • care management
  • communication, and
  • development and maintenance of the Five Good friends App and Lookout remote care monitoring.

Policy Statement

• Five Good Friends provides care and support in line with the NDIS Practice Standards and Aged Care Quality Standards.
• We place Members at the centre of all that we do.
• We work in active partnership with our Members to plan, deliver, and review care and services in line with their goals, preferences, and what is important to them.
• We always seek opportunities to innovate and use technology to improve Member experience and outcomes.
• We empower the Member and Helper frontline relationship, with Care Team support, as key to supporting choice, control and person-centred care and support.
• We actively value and support the role of the informal care network, trusted and family friends, in achieving exceptional outcomes for our members.
• We will engage with other providers implementing the Member's Care Plan to ensure they work proactively to provide support according to the Member's preferences and respond to changing care needs.
• We respect our Members’ rights to dignity of risk, we seek to work proactively to support these decisions, and we do not withdraw services solely on the basis of these decisions.
• We actively support the delivery of quality care and services through:
  • using technology to improve the oversight of care and enable people to live safely and independently in their homes
  • robust recruitment processes
  • education and learning opportunities for our workers including core education and competencies for their role,
  • buddy shifts
  • clear and detailed Care Plans, and
  • clear and accessible organisational policies and workflows.
• We actively review quality care and services through:
  • our Member review process
  • our Net Promoter Score and Member Experience surveys
  • operating an open and transparent feedback system
  • operating a responsive incident management system
  • our Quality Activity program
  • our cross-functional Stand Ups and multi-disciplinary case conferences, and
  • our Program of Ongoing Monitoring and Review.