COVID-19
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Innovo Prosthetics is committed to the health and wellbeing of our clients, staff & community. We have the following measures in place to manage COVID-19:
1. Practice access and patient flow
To control the flow of people into and through the practice, we will:
Encourage tele-health consultations (where appropriate)
Have a management plan in place for patients presenting with symptoms suggestive of COVID-19 which enables immediate isolation of that patient, as well as the requirement that the patient don of a surgical face mask to reduce risk of transmission
Limit patient entry to the entrance located at front of the building
Define foot traffic through the practice using floor markings and signage
Display information at the entrance and ensure clear messaging on the website asking patients to call ahead if they have any symptoms suggestive of COVID-19 to enable appropriate triage
Display information at the entrance outlining the requirements of entry, must be free of covid symptoms and not waiting for a covid test result. Must wear a mask if feeling unwell
Provide access to hand-hygiene products upon entry and exit (and at appropriate locations throughout the practice), such as an alcohol-based hand sanitiser or hand-washing facilities
2. Physical distancing
While acknowledging the nature of medical care means maintaining a physical distance of 1.5 m with a patient is not always possible, our practice will put in place physical distancing measure by:
Providing training to all members of the team
Minimising patient congestion in the waiting room by
Limiting the number of people on the premises at any one time
Having patients wait in their cars or outside until the GP or nurse is ready
Spacing furniture in the waiting room
Encouraging patients to call ahead to book an appointment rather than walk in
3. Infection-control training
All members of the practice team will undertake infection-control training. All training will be documented and include:
Completion of Department of Health COVID-19 infection control training
Completion of the Australian Commission on Safety and Quality in Health Care e-learning modules on the principles of infection prevention and control
Ensure team members are aware of their role when managing a patient presenting with – or exhibiting symptoms suggestive of – COVID-19
4. Use of personal protective equipment (PPE)
Appropriate use of personal protective equipment (PPE) is critical in limiting the spread of COVID-19. All members of the practice team will:
Ensure standard precautions, including hand hygiene, cough etiquette and appropriate waste-management techniques, are maintained
Be trained in donning and doffing PPE
Wear PPE appropriate to the patient presentation and as per advice from the local public health unit
Dispose of all used PPE in accordance with standard precautions
5. Environmental management and cleaning
Our practice will regularly clean and disinfect shared spaces, surfaces and communal items in compliance with the following practices:
Enhance air flow by opening windows and doors in shared spaces (where and when appropriate) and optimising fresh air flow in air conditioning systems (by maximising the intake of outside air and reducing or avoiding recirculation of air)
Minimise the volume of equipment in clinical areas and waiting rooms to reduce the cleaning burden and risk of transmission
Minimise the sharing of clinical and administrative equipment between team members
Adhere to strict environmental cleaning as per the most current advice from the Department of Health
Clean and disinfect frequently touched surfaces with detergent and disinfectant wipe/solution between each episode of patient care – using a cleaning detergent followed by a disinfectant, or a two-in-one product with cleaning and disinfecting properties
Require team members who are cleaning an area or equipment possibly exposed to SARS-CoV-2 to wear fresh non-contaminated gloves, a surgical mask, and eye protection
Provide training to all staff members on environmental cleaning requirements (this training will be documented)
6. Practice team management and limiting interactions in closed spaces.
To reduce the risk of COVID-19 transmission between practice team members, we will:
Regularly communicate with all team members regarding the requirement to not attend the practice if they have any symptoms consistent with COVID-19, regardless of how mild, and will encourage testing in line with local public health unit advice
Support any team member who tests positive for COVID-19 or is identified as a close contact or is required to self-isolate – including by making them aware of their leave entitlements
Where a team member typically works across several sites within the business, minimise movement between sites by scheduling shifts at one location (where possible)
Encourage physical distancing in common areas (ie tea room), through organisation of furniture, floor markings and signage
Encourage tea-breaks/lunch-breaks to be taken outside
Stagger breaks to limit the number of people in common areas
Encourage all team members to provide their own drinking vessels and cutlery
Require all team members to thoroughly clean communal items (eg cutlery) immediately after use by washing with hot water and detergent or by placing them in the dishwasher to be washed on the hottest possible setting
7. Record-keeping
To aid contact tracing in the event a patient, team member, contractor or any visitor to the practice tests positive for COVID-19, our practice will:
Maintain a record of all patient appointments (including recording people accompanying the patient), team member work times, and contractors/visitors to the practice, including entry and exit times
Utilise a contactless electronic system (ie QR code or similar) to record contact details, ensuring data is stored confidentially and securely and is only used for the purpose for which it was intended
Maintain these records for a minimum of 28 days
8. Responding to a positive case, or close contact, in the practice team
If a member of the practice team tests positive to COVID-19, our practice will:
Implement ‘close contact’ requirements as outline by our state/territory health department, including contact tracing if any patient or team member meets the criteria for being a ‘close contacts’
Ensure the team member does not return to the practice until they meet the criteria for release from isolation, and as per local requirements
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This plan provides members of the practice team guidance on operating in a COVID-safe way and helps identify and mitigate risks during the ongoing pandemic.
Our practice is dedicated to the health, safety and wellbeing of all team members, patients, contractors, and visitors. In this pandemic environment, we acknowledge additional precautions are required and that these are outlined in this COVID Safety Plan.
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This plan will be reviewed regularly to ensure it reflects the current processes and procedures of Innovo Prosthetics, as well as current legislation requirements and public health directives.
NDIS FAQs
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There are several steps involved to both register for support & receive approval for funding. The first step is to contact the NDIS to receive the appropriate forms & begin the process. This will also involve the assistance of your GP & Innovo Prosthetics at various points in the process.
You can contact the NDIS in the following ways:
Phone: 1800 800 1100
Email: enquiries@ndis.gov.au
Online: www.ndis.gov.au -
1 - Initial Registration & Form Request
Contact the NDIS to register for support & request the NDIS registration forms.
2 - Complete & Submit the Forms
Complete and submit the NDIS registration forms, this will include contacting your GP for their assistance completing the Access Request Form.
3 - Planning Meeting Preparation
Wait for the NDIS to contact you to arrange your planning meeting. Once you have received the planning meeting invitation contact Innovo Prosthetics. It is crucial that you speak to Innovo Prosthetics before the NDIS Planning Meeting as we need to advise on your funding requirements, which you will need to provide in this meeting.
4 - Attend the Planning Meeting
Meet with your NDIS Local Area Coordinator (LAC) to discuss and prepare a plan requesting the funding and correct allocation required for the term of your plan. Assistive Technology must be included in your plan as this is the area that prosthetics fall under.
NOTE: If new to the NDIS request a 12 month plan only.
5 - Contact Innovo Prosthetics to provide plan details & set/attend appointments
Once you have received your plan, please email a copy to us, then you will need to book an appointment with Innovo Prosthetics for your Assistive Technology Assessment.We will then put together the assessment and quotes which will need to be submitted to the NDIS for approval. We can arrange this submission on your behalf.
6 - Determine how your NDIS funding will be managed
There are two ways to have the NDIS funding managed. Self Managed or Plan Managed, you can read about the differences below.
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You will need to prepare proof of identity and all other evidence required when completing the NDIS forms. You can find further information on what the NDIS will require here.
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It’s important to consider future needs & consult with Innovo Prosthetics in preparation for your NDIS planning meeting. Ensure you contact us before you attend the meeting. Additionally you can find other helpful planning information here.
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LAC stands for Local Area Co-ordinator. These are people who assist the community in creating their NDIS plannings, managing and co-ordinating care. You can read more about their role here.
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Assistive technologies (AT) are physical supports that help participants:
do something more easily or safely
do something they otherwise cannot do because of their disability.
In an Assistive Technology Assessment one of our Prosthetists will determine the required assistive technologies for your personal care. This assessment will form the basis of funding requirements from the NDIS.
You can read more about this here.
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There are three ways to have your NDIS funding managed, Self Managed, Plan Managed or NDIA (Agency Managed).
Self Managed
If self-managed, we will not receive notification of the prosthetics being approved, you will see funds come into your portal for the Assistive Technology and Quotes. You need to contact us and advise us that approval has been received, we will then arrange an appointment to begin the manufacturing of your prosthetic/s. You will be responsible for paying the invoice on completion of the job.
NOTE: we may require a 50% deposit at the commencement of manufacturing.
NOTE: With Self Managed funding you can go to anyone for services – they do not have to be a registered NIDS provider.
Plan Managed
If Plan Managed, we may or may not receive notification that the prosthetics have being approved. You will need to contact the Plan Manager to confirm they have the funds and to request them to hold the funds for us. We will bill the Plan Manger on completion of the prosthetics.
NOTE: With Plan Managed funding you can go to anyone for services – they do not have to be a registered NIDS provider.
NDIA (Agency Managed)
If NDIA (Agency Managed), Innovo Prosthetics will receive notification of the approval and will receive a service booking made out to us, this locks the funds for your prosthetics to us. Once the jobs have been completed with will draw down the funds from the service booking. We will only invoice for work as you present. (If you are NDIA/NDIS Managed you must go to a registered NIDS prosthetic provider).
Policies, Privacy & Feedback
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Innovo Prosthetics Pty Ltd (“Innovo Prosthetics”) was first established in November 2019 through the purchase of Premier Prosthetics which was established in 1997 following the closure of the RALAC in NSW. Cameron Ward is the sole Director and has big plans to bring changes to the company that will have positive flow on effects for the amputee community.
In today's rapidly changing industry keeping up with the latest technologies is very important. Our commitment is in optimising socket design and fit and then applying the most appropriate technology to our clients.
We have experience dealing with all funding models and can help navigate the sometimes complicated approval processes of the NDIS.
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Clients
Clients of Innovo Prosthetics fall into one of the following categories:
NDIS Participant; private self-funded client; public-funded clients through certain Local Health Districts; Private health insurance clients; Clients covered by WorkCover; and DVA-funded clients.
Your Rights
Innovo Prosthetics has a commitment to ethical practice and supports all our Client’s rights to:
participate in community life;
be treated fairly and with respect;
receive quality services that are good value for money;
make comments, offer suggestions or raise issues or complaints about your services, the policies or operations of Innovo Prosthetics;
change the way we are providing your supports or to change to a different service provider if you are not satisfied with our services; and
receive information in a format that is clear and that makes sense to you.
Your Responsibilities
In receiving services from Innovo Prosthetics we appreciate your assistance through:
open communication with Innovo Prosthetics to develop a plan for the delivery of your supports to meet your needs and provide information necessary for the safe and efficient delivery of your supports.;
informing Innovo Prosthetics as soon as possible of any problems, concerns or complaints with staffing, supports and/or activities provided;
informing Innovo Prosthetics if your NDIS plan is suspended or replaced with a new NDIS plan, if your plan payment method changes or if you stop being a Participant in the NDIS;
respecting and treating staff and others well and encouraging your friends, visitors, guests and other family members to treat workers with respect and courtesy;
refraining from offering gifts to staff members or making loans of money or goods and abiding by Innovo Prosthetics’ policies and procedures;
taking reasonable care to not damage property or assets of Innovo Prosthetics; and
notifying Innovo Prosthetics within the required notice period if a service is no longer required (either on a one-off or ongoing basis).
Feedback
Feedback can always be provided by mail, email or through our website:
Innovo Prosthetics
Unit 1/ 2-4 Burrows Rd, St Peters NSW 2044cameron.w@innovoprosthetics.com
www.innovoprosthetics.com/contact-us
Approved by the Director of Innovo Prosthetics on 1 December 2022
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Policy and Procedures Purpose
Innovo Prosthetics is committed to providing quality services to its NDIS Participants, EnableNSW Consumers and other valued Clients. This policy and associated set of procedures outlines Innovo Prosthetics’ ongoing obligations to all Clients in respect of how we manage their Personal Information.
Scope
This Policy applies to all Innovo Prosthetics employees and Clients.
Definitions
Client: A Client is a person receiving goods and/or services from Innovo Prosthetics.
Employee: An employee is a person who is hired to provide services in exchange for compensation (pay) (Australian Taxation Office, 2012). An employee is a paid member of staff – this can be on a full-time, part-time, fixed term or casual basis. This includes contractors providing services to Innovo Prosthetics for a set time or specific task and those engaged in the performance of duties for Innovo Prosthetics from a labour hire agency.
Aims of the Policy and Procedures
Innovo Prosthetics’ Privacy Policy & Procedures ensures that Innovo Prosthetics has an effective, efficient and lawful approach in collecting, using, disclosing, storing, securing and disposing of your Personal Information.
Reference
Innovo Prosthetics has adopted the Australian Privacy Principles (“APPs”) contained in the Privacy Act 1988 (Cth) (“the Privacy Act”). The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au
Privacy Information
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including interviews, correspondence, by telephone and facsimile, by email, via our website www.innovoprosthetics.com, from media and publications, from other publicly available sources, and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you, providing information to our clients and marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
for the primary purpose for which it was obtained;
for a secondary purpose that is directly related to the primary purpose; and
with your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
third parties where you consent to the use or disclosure; and
where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of seven (7) years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing:
by mail:
Innovo Prosthetics Unit 1/ 2-4 Burrows Rd, St Peters NSW 2044;
or
by email: cameron.w@innovoprosthetics.com; or
by phone:
02 9649 4177.Innovo Prosthetics will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information, we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Effectiveness and Review
The Director will review this Policy and Procedures document each 36 months on the anniversary of its approval.
Approved by the Director of Innovo Prosthetics on 1 December 2022
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Clients
Clients of Innovo Prosthetics fall into one of the following categories:
NDIS Participant;
Private self-funded client;
Public-funded clients through certain Local Health Districts;
Private health insurance clients;
Clients covered by WorkCover; and
DVA-funded clients.
Innovo Prosthetics is committed to providing quality services to all its valued Clients. Innovo Prosthetics’ Privacy Policy & Procedures ensures that Innovo Prosthetics has an effective, efficient and lawful approach in collecting, using, disclosing, storing, securing and disposing of your Personal Information.
What if there’s an issue?
Personal Information is information or an opinion that identifies an individual. You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us:
by mail:
Innovo Prosthetics
Unit 1/ 2-4 Burrows Rd, St Peters NSW 2044
by email: cameron.w@innovoprosthetics.com
by phone: 02 9649 4177
Innovo Prosthetics will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
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Happy or unhappy with our service?
We very much appreciate feedback – positive and otherwise.
Innovo Prosthetics is keen to hear about your recent experience. Have you had a positive experience with one of our team members - have they done a great job?
Despite our best intentions, however, we know that sometimes things can go wrong and we would like to hear from you if this happens.
If you have feedback or a complaint about any of the services that we provide, the standard of service or the actions of any of our staff, please let us know.
What if you have a complaint?
If your complaint relates to an issue, form or process managed by the National Disability Insurance Scheme (NDIS) contact the NDIS using the following details:
Online: www.ndis.gov.au
Email: feedback@ndis.gov.au
Phone: 1800 800 110
If your complaint related to an Innovo Prosthetics staff issue please contact us using the following details:
by mail:
Innovo Prosthetics
Unit 1/ 2-4 Burrows Rd, St Peters NSW 2044
by email: cameron.w@innovoprosthetics.com
by phone: 02 9649 4177 (8.30am - 5.00pm Monday to Friday)
What do we need to know from you?
When you first provide feedback or make a complaint by email, mail or telephone we will need to know:
your name;
where and how we can contact you;
the details of your feedback, positive experience or complaint, including the date it occurred and the name of any of our staff who you have already talked to or who may know about this matter;
the outcome you are seeking; and
whether you have raised this or a similar matter with Innovo Prosthetics before.
How will we deal with your feedback or complaint?
We will acknowledge your feedback, compliment or complaint and, in the event of a complaint, carry out a complaint management process.
You will receive a response from Innovo Prosthetics within 30 days