Ngala are committed to ensuring all our services are contemporary and evidence-based. We work closely with academic institutions and research bodies, like Telethon Kids, to contribute to important research and ensure their findings are adopted and applied to our work. We have also developed, or are developing, robust frameworks to ensure our serviecs are accessible and appropriate for all families from all cultures.
We conduct internal and external audits to monitor and review our systems and ways of working against current best practice evidence, as well as relevant legislative, external standards, inclusivity and cultural standards.
Charter of Care
Ngala is committed to providing quality, appropriate, client focused care informed by latest evidence. The Australian Charter of Healthcare Rights have been adopted and in doing so Ngala recognises that people receiving care and people providing care all have important parts to play in this process.
What you can expect from Ngala (adapted from Australian Charter of Healthcare Rights (Australian Commission on Safety and Quality in Healthcare):
- Access: I have a right to receive relevant information and support
- Safety: I have a right to receive safe and high quality care.
- Respect: I have a right to be shown respect, dignity and consideration.
- Communication: I have a right to be informed about services, options and costs in a clear and open way.
- Participation: I have a right to be included in decisions and choices about my care.
- Privacy: I have a right to privacy and confidentiality of my personal information.
- Comment: I have a right to comment on my care and have my concerns addressed.
Reconciliation Action Plan (RAP)
Ngala are in the process of developing the next iteration of our Innovate RAP. To do this, we are working closely with our Aboriginal Advisory Group, as well as seeking guidance from a number of organisations. We are committed to ensuring our commitments towards reconciliation are meaningful and measureable.
Aboriginal Advisory
Ngala have an Aboriginal Advisory group that provides input into our services and processes to ensure they are appropriate for our Aboriginal audiences.
Consumer Advisory
Ngala are informed by input from our Consumer Advisory Group. This group provides a voice for WA consumers to ensure our services are fit for purpose and support the needs of diverse consumers. The scope of this group is wide ranging, with members providing input into new services, identifying needs within the community and supporting continous improvement efforts.
If you are interested in joining our Consumer Advisory group please click here.
Access and Inclusion
Everyone has the right to access and participate in our services. Because different people have different needs, there is no “one-size-fits-all” approach to the services and support Ngala provides. Ngala’s Access and Inclusion Framework outlines our commitment to enhancing equity and opportunity.
Key principles
- Choice, equity and responsiveness: Our services and activities are accessible, fair, and responsive;
- Communication and awareness: Our messages and information are appropriate and easy to understand;
- Consultation and accountability: Our evaluation and review processes are inclusive and transparent; and
- Leadership: We effectively manage workplace culture and diversity issues.
Ngala has many policies, procedures and guides around access and inclusion. We also have several Access and Inclusion Plans. Each plan outlines actions to reduce or eliminate barriers to accessing services, sites, information and employment at Ngala.