Admin & Compliance Procedures

Purpose

To ensure client records are stored securely, consistently named, and easily accessible by relevant staff.

Scope

Applies to all staff who create, upload, or access client files.

Procedure

1. File Creation

   • Each new client is assigned a OneDrive folder named:

     • First name SURNAME (e.g., Delilah LEES)

   • All client folders must contain the following subfolders:

     • Reception

     • NDIS Paperwork/Medicare

     • Consent

     • OT

     • External Letters and Reports

2. Document Naming

   • All files use this format:
     Initials – Document Title – OT – MM.YYYY
     e.g., D.L – NDIS Report – OT – 05.2025

3. Folder Structure

   • Use subfolders with ‘OT’ as appropriate: Reports, Assessments, Communications, Resources etc.

   • Further organisation by yearly folders is recommended as appropriate

4. Access & Privacy

   • Only assigned clinicians and leadership may access files.

   • No documents should be downloaded to personal devices.

Roles & Responsibilities

• Admin: Set up folders and maintain structure.

• Clinicians: Follow naming conventions and file promptly.

• Practice Manager: Monitor compliance.

Related Documents/Forms

• File Naming Convention Guide (JJOT Intranet)

• Folder Structure Reference (as per above)

Purpose

To protect personal information and respond appropriately to data breaches in accordance with Australian privacy laws.

Scope

Applies to all Joyful Journey OT staff and contractors.

Procedure

1. Data Handling

   • Store all client records in OneDrive or Splose with 2FA enabled.

   • Never share identifiable client information via text message.

2. Confidentiality

   • Discuss client cases only with those directly involved in care.

   • De-identify information when consulting externally.

3. Suspected Breach

   • Immediately notify the Practice Manager.

   • The Director will assess the breach and report to OAIC if required.

4. Parent Notification

   • If required, families will be notified promptly and respectfully.

Roles & Responsibilities

• All Staff: Uphold privacy obligations.

• Practice Manager: Investigate and document breaches.

• Director: Report serious breaches to regulators.

Related Documents/Forms

• Privacy Policy (JJOT Intranet)

Purpose

To clearly communicate cancellation expectations and ensure consistency with NDIS billing rules.

Scope

Applies to all clinicians and clients at Joyful Journey OT.

Procedure

1. Notice Period

   • Clients must give at least 2 business days’ notice to avoid charges.

2. Late Cancellations

   • Less than 2 business days' notice is charged at 100% of the session fee (unless waived for exceptional reasons).

3. No Shows

   • One-offs: Friendly check-in and reminder of policy.

   • Consistent ongoing: Review of suitability for ongoing service.

4. Clinician Responsibility

   • Record late cancellations in notes and inform admin if not already aware.

   • For cancellations with more than 2 business days’ notice, brainstorm alternative appropriate service to be provided to that client within their typical session time as per the Cancellation Replacement List. Inform admin of these options for them to coordinate consent.

5. Communication

   • Cancellation policies are included in service agreements and reinforced via SMS/email reminders.

Roles & Responsibilities

• Clinician: Document and communicate non-attendance.

• Admin: Apply billing and track patterns.

• Practice Manager: Make final decisions on exemptions and contact frequent cancellers.

Related Documents/Forms

• Service Agreement (Splose)

• Cancellation Replacement List (JJOT Intranet)

Purpose

To ensure all incidents, near misses, and hazards are documented, investigated, and addressed to support a safe workplace.

Scope

Applies to all Joyful Journey OT staff and contractors.

Procedure

1. Immediate Action

   • Ensure safety first.

   • Administer first aid or call emergency services if needed.

2. Report

   • Complete an Incident Report Form within 24 hours.

   • Submit to Director via email or Teams.

3. Investigation

   • Director reviews, assesses risk, and identifies actions.

4. Follow-Up

   • Communicate outcomes to affected staff.

   • Use learning to update relevant procedures if needed.

Roles & Responsibilities

• All Staff: Report promptly and accurately.

• Director: Investigate, record, and act on reports, ensure WHS compliance and systems review.

Related Documents/Forms

• Incident Report Form (JJOT Intranet)

• WHS Risk Register (JJOT Intranet)

Purpose

To provide a safe, respectful, and responsive process for clients and families to share feedback or make a complaint.

Scope

Applies to all clients, families, and support coordinators interacting with Joyful Journey OT.

Procedure

1. Feedback Options

   • Informal feedback encouraged at any time.

   • Formal feedback can be submitted via email, phone, or feedback form.

2. Responding to Complaints

   • Practice Manager responds within 3 business days.

   • If unresolved, escalated to the Director.

3. Documentation

   • All complaints documented in the Feedback Register.

   • Outcomes are tracked and used for quality improvement.

4. NDIS Pathways

   • Clients are informed of their right to escalate to the NDIS Quality & Safeguards Commission if needed.

Roles & Responsibilities

• All Staff: Listen respectfully and escalate appropriately.

• Practice Manager: Manage and document complaints.

• Director: Oversee serious concerns and systemic issues.

Related Documents/Forms

• Feedback & Complaints Form (JJOT Intranet)

• Feedback Register (JJOT Intranet)