Covid-19 Response
Specialists At Hand are committed to the health and well-being of all our clients, and as such will adhere to government regulations and guidelines, wearing personal protective equipment, and encouraging you to do the same.
We continue to operate under our Covidsafe plan for managing urgent clinical care cases, in line with the recommendations of the State Government, and relevant Allied Health Associations.
The definition of urgent clinical care for this purpose follows:
Direct clinical care (and other clinical support activity necessary to support direct clinical care) that prevents a significant change or deterioration in functional independence necessitating escalation of care, OR is required as an adjunct to other urgent medical / surgical interventions. For example, urgent clinical care:
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That avoids a potential hospital admission or emergency department presentation;
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That prevents or delays the need for further specialist medical or surgical intervention;
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That prevents an increase in care needs that would necessitate additional carer supports or change in accommodation needs
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That limits secondary complications, post-surgery
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Where deferral would lead to long-term adverse consequences (ie delays to child development)
We recognise that therapies need to continue, even during these difficult times and as such, we will continue to offer our home visiting service, maintaining distances, and managing actions, within government guidelines. Prior to a home visit we will be contacting you to conduct a screening questionnaire, and depending on the answers, if necessary and appropriate, we will replace your face-to-face booking with a telehealth appointment. Please ensure you advise us if you or someone near to you has been diagnosed with COVID-19.
When we arrive we will present you with a QR Code to scan, enabling you to easily register contact with Specialists At Hand Pty Ltd. If you have a support worker, friend or family member present during our session, they too will need to scan the QR Code.
Following current government guidelines, facemasks will be worn during face-to-face visits, though if it is not practicable, for example if working with people who have impaired hearing, this may be removed, but strict adherence to physical distancing will occur.
Hand sanitisers will be used, and any equipment being trialled, or equipment brought onto your site, will be cleaned as per the Infection Control Policy.
As mandated by government reporting procedures, we will advise if any member of our team has been diagnosed with COVID-19.
If you have any further questions, please do not hesitate to contact us, or you might refer to the following websites for more information:
https://www.dhhs.vic.gov.au/coronavirus
https://www.ndis.gov.au/coronavirus
NDIS Services
Building on our past experience, Specialists At Hand is able to assist you with queries involving the National Disability Insurance Scheme (NDIS) including, but not limited to:
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Concerns about developmental progress including movement, self-care, communication, play, feeding and fine motor skills.
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Targeted, short-term assessments and report writing.
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Intermittent, individualised short-term intervention.
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Ongoing, long-term intervention, to support your child to reach their goals.
COMPLAINTS PROCESS
If at any time you are not satisfied with our service, please contact us immediately. You can raise your concerns directly, or send an email, and your concerns will be brought to the attention of management. We take any complaints seriously and resolve them quickly and fairly.
If anything was unclear during the process we will take the time to explain and clarify details, and include interpreters where necessary. While resolving concerns and complaints all parties will be respectful of each other, and be open to talk about the complaint and the resolution process. Specialist at Hand Pty Ltd will provide everyone with regular updates, be fair and impartial, and provide possible solutions, outcomes, and perspectives. We will facilitate meetings between parties, and move the complaint to conciliation.
All personal information gathered will be treated in a confidential manner and Specialists at Hand Pty Ltd will keep a record of all complaints, including action taken to manage them.
Our policies and practices have been created to be in compliance with Schedule 1 of the Health Complaints Act 2016.
Should we be unable to satisfy your concerns you may contact the Health Complaints Commissioner (HCC) by visiting hcc.vic.gov.au or call 1300 582 113, between 9am and 5pm, Monday to Friday. The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential, and impartial.