Disability Consulting Update
Decision Time ! The Top 10 Things NDIS Participants want in a Provider
By Aviva Beecher Kelk Written on July 29 , 2020
I spend most days talking to NDIS participants and their families and support coordinators , connecting them with service providers . My team also collects participants ’ reviews of NDIS services and hears all about what matters to them .
I was speaking to a provider last week who asked me , “ How do I differentiate myself from all the other plan managers and support work providers out there ?” I said , “ Wow , GREAT question !” I wish more people asked me that ! It ’ s key to attracting participants and keeping them happy for the long haul . I am so interested in this topic that I did a PhD on it .
As a social worker , I ’ m interested in this topic because we want the NDIS market to be able to deliver social equity … and markets aren ’ t known for their strength in evenly distributing resources .
There ’ s a lot of discussion in literature and policy about “ market stewardship ” ( what we need to do to make markets work ), but almost none of it is about what consumers need . From where I ’ m sitting , if the NDIS market needs to work for anyone , it ’ s consumers .
So in my PhD research , I asked participants , family members and coordinators about how they choose NDIS providers – or how they wish they could choose NDIS providers .
Let ’ s be honest , you want to read PhD even less than you want to read an NDIS quarterly report , so I ’ ve broken it right down into a clickbaitstyle top-10 list . I ’ ve popped some quotes in to illustrate what each point is about . You ’ re welcome .
1 . I TRUST YOU AND I FEEL SAFE
This was the most important issue by a long shot . It describes the participant and their family feeling heard , understood , prioritised and respected . That includes being listened to , having their beliefs and values upheld ; and it includes the provider “ going above and beyond ”. For example , one participant described a provider ’ s willingness to spend time answering his questions before signing a service agreement as “ a good indicator about whether it ’ s about helping you or if it ’ s just about getting another client .”
2 . YOUR STAFF ARE QUALIFIED AND EXPERIENCED
Naturally , participants want to know if your staff have the knowledge and expertise to help them achieve their goals . And it ’ s not all about qualifications – demonstrating understanding and experience is just as important . Participants ask , “ Do you have experience in this area ? When you talk to me , do you sound like you know what you ’ re talking about ?” “ Do you understand the NDIS and the legal stuff ?”
3 . YOU COMMUNICATE RESPONSIVELY AND RELIABLY
Most participants see good communication as a proxy for just about every other aspect of service .
Communication is seen as part of the treatment or intervention itself , assisting with navigating complex systems , and manages expectations and allows problems to be fixed immediately or even preventatively . Participants also said that good communication creates trust and makes sure that service provision is all about the customer .
For example , one participant felt that that those providers who spoke directly to her son ( the NDIS participant ) and greeted him first were the only ones she ’ d choose . One participant had an agency who “ just never call back ” but she stayed with them because they liked their worker so much , but another was about to leave the provider for the same reason – they didn ’ t answer her calls .
4 . YOUR STAFF ARE APPROPRIATE FOR ME
A lot of participants feel that an appropriate personality fit between worker and participant is more important than qualifications . A passionate quote from one participant illustrates this point well : “ I ' ll walk over broken coals for really good staff members – I ' ll put up with crappy communication and not great customer service , and honestly I don ' t care if the staff are qualified and experienced … I care if they can do what I need .” This also includes whether available staff are of an appropriate gender and age , and finally , whether you appear have enough staff in your pool and will be able to consistently fill all the shifts needed .
5 . YOU PERSONALISE THE EXPERIENCE FOR ME
Participants want to know if providers can adjust their services around their specific needs and preferences . They also want to make sure their expectations are managed about what can and can ’ t be provided . This includes planning for the future and crises , especially for those clients with progressive or fluctuating conditions .
It also includes clarity around what the provider will not do , i . e . what their physical , cultural or religious limitations might be , for example : “ Some entities would baulk at the idea of taking a client to Sexpo .”
( Continued on page 19 )
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