Registered NDIS Provider

Continuous Improvement

Pathways to Better Living Pty Ltd – Continuous Improvement Policy


Continuous improvement helps to ensure supports and services are provided are always the best possible for participants. Part of quality management, continuous improvement involves:

  • Listening to participants and valuing their feedback
  • Understanding what we are doing well
  • Identifying where improvements are needed
  • Taking action in order to best meet the needs of participants
  • Applies to all areas of the service at all times
  • Applies to all representatives including key management personnel, directors, full time workers, part time workers, casual workers, contractors and volunteers

Continuous improvement

  • Regularly collect information, from a variety of sources, including:
    • Things that are working well
    • Things that are not working well
    • Things that have gone wrong
    • Decide if the issue was a risk
    • Any changes in requirements
    • Any external knowledge or advice
  • Record issues and ideas in a continuous improvement plan
  • Decide if an issue presents a risk – if it is, record in the risk management plan, and work with those affected to address on ideas for change
  • Implement changes as agreed and documented
  • Advise all relevant stakeholders of any changes made
  • Monitor changes and review if intended outcomes are positive, whether there are any unintended negative impacts and any further changes required to address this
  • Report regularly to key management personnel on continuous improvement plans and the progress

Continuous improvement responsibilities of key management personnel

  • Drive quality improvement, and encourage and provide opportunities for worker involvement
  • Ensuring services are well planned, effective in meeting needs and provided at the best possible level of quality by:
    • Ensuring a quality management system is used and that internal controls are in place to comply with relevant standards
    • Monitoring the results of quality reviews and making changes as needed
    • Ensuring compliance with reporting requirements
    • Implementing risk management
    • Pursuing organisational goals of service excellence

Additionally, key management personnel should provide leadership in quality management including:

  • Foster a positive attitude to quality improvement among workers
  • Implement policy and procedures for quality management to guide workers
  • Identify key indicators for quality for the service
  • Establish documentation and reporting processes to enable the ongoing tracking of quality improvement

Continuous improvement responsibilities of workers

  • Constantly be on the lookout for ways that processes or services could be improved
  • Discuss any identified areas for improvement with supervisor
  • Participate in team meeting about continuous improvement