Understanding Client Needs as NDIS Providers

As NDIS providers, you know that a ‘one-size-fits-all’ approach won’t suffice for all clients. The National Disability Insurance Scheme (NDIS) allows participants to select the organisation they believe best meets their needs. Therefore, NDIS providers must offer the best possible support and service. But how can you achieve this?

The answer lies in creating customised solutions that meet individual needs. Here are some effective ways to achieve that.

Listen to Your Client

Successful NDIS providers recognise that their clients have detailed NDIS plans outlining objectives and required support services.

Since the NDIS launched in Victoria in 2018, clients have chosen their own NDIS providers. Organisations must understand what clients seek in the providers they select.

Engage in open communication about their needs and expectations. This is crucial because without understanding their needs, you can’t offer the necessary level of support and service.

In these situations, it’s better to ask for clarification than to remain uncertain. So, don’t hesitate to seek clarity if you’re unsure about client expectations.

Use NDIS client management software.

Once you have a handle on what it is they are after, you will need to be honest enough as to whether your organisation can give the client the support they need.

To give you a better chance of being able to do so, you should use a suitable NDIS client management software programme.

This software enables disability service providers to be more efficient and effective in managing their clients by centralising their clients’ details and support plans into one platform.

Most importantly, it makes it easier for them to deliver customised services based on this easy accessibility and track the progress of the services being delivered.

Stay within the NDIS pricing limits.

The National Disability Insurance Scheme has pricing limits and arrangements that advise providers of the highest hourly rate they are allowed to charge their clients. So, it is important to stay within this.

This means that if you add GST to your overall price, the total cost must still fall within the pricing cap.

Increasingly, clients are becoming more aware of the maximum price they can be charged by their provider.

Therefore, if you charge them more than you are allowed to, they could report you to the NDIS and most likely switch to another provider who offers them a more competitive charge.

Be Transparent with Your Pricing

Nobody likes surprises with hidden fees. Therefore, NDIS providers must be upfront and transparent about charges and hours.

Implement a service agreement that details your support service delivery and the latest cancellation period without penalty.

If late cancellations or other fees apply, clearly inform the client in writing.

As a provider, keep documentary proof in the form of timesheets highlighting the hours worked for a client. Have clients sign off on these timesheets daily to avoid disputes.

Be Reliable and Trustworthy

Under the NDIS, clients choose who provides their services. To retain them, NDIS providers must be reliable and trustworthy. Always deliver the commissioned services at the scheduled times. Develop good working relations with clients and strive to surpass their expectations in support and service.