Choosing an NDIS provider: the key to quality care

The impact of your choice

SPONSORED — Whether you’re a participant of the National Disability Insurance Scheme or someone you love, it’s a big deal to select the right provider. With so many choices, how would anyone know which one has one’s best interests at heart? No two providers are the same.

Some can go all out to give you full support, while others may not do anything for you. This guide will enable you to identify whether your provider is truly helping you efficiently.

Your NDIS provider does a lot for you; they are involved in your journey, pushing you towards your goals, improving your independence and facilitating all of this with your input.

The right provider can help to make your life easier, richer and less stressful, so you can feel visible, supported and empowered. 

The wrong one can make you frustrated, confused and incompatible with their support services.

For instance, your provider may not have weekend services, but if your arrangement heavily relies on weekend support, that will cause many major problems. As such, it’s important that you make the right choice through a thorough assessment of your needs.

How are NDIS providers different?

The various support services that providers offer can differ drastically, in theory and practice. Below, you can learn some of the things that make one different from another.

• Service types
  Personal care is often their major focus, while others can go further and include therapy, transport, job support or life skills training.
• Different experience
  Some providers emphasise only certain areas: mental health, intellectual disability, high-care needs and so forth.
• Culture and values
  Some teams are warm and respectful when treating their clients because they are genuinely interested in making people’s lives better, whereas others may be a bit more standoffish.
• Flexibility
  The best providers will alter a client’s plan as their goals or circumstances change, compared to when they were first assessed.

Some providers may offer you more freedom. For example, they may allow you to choose your support worker, easily change your plan when necessary or access urgent support.

Consider these ‘red flags’ warnings 

You may find that your provider is not a great fit and it’s okay to feel that way.

• They do not listen
  If you’re being talked over, rushed or not asked about your goals, that’s a red flag.
• They avoid hard questions
  It should never feel like you’re being left in the dark about your support plan for your costs.
• Untrained or constantly changing staff
  High turnover of staff or a lack of adequate training may affect the quality of care you receive.
• Communication breakdown
  If they do not return calls or emails, a possibility for more serious underlying issues lies beneath it.
• Pressured sales
  Your NDIS plan is about you, not their profits. A good provider won’t press you to sign up on the spot.

If something feels ‘off,’ trust your instincts. An interested provider makes sure one feels safe, heard and respected from day one.

The qualities you should expect in a caring provider

So, what would separate the leading providers?

• They take time to understand you…
  Not just your support needs, but what your goals and interests really are and what is most important to you.
• Support is personalised
  Your care plan should be dictated by your lifestyle and preference, not mass-produced. 
• Form a bond
  You should feel free with your support worker and trust should develop over time.
• Communication must be straightforward
  Good providers explain things simply, respond in a timely fashion and keep you informed.
• The right provider gives ongoing support
  Your plan might change; that is perfectly fine. What matters is a provider who follows up with you to make those adjustments.

As one participant said of her experience, “My provider helped me set a fitness goal and matched me with a support worker who loves exercise too.”

Essential questions to ask before signing any contract

It helps a lot to ask the right questions to avoid stress later on. Here are some you may wish to consider…

1. What services do you provide and how will they be delivered?
2. Will I meet my support worker before the start?
3. If I wish to change a support worker, what happens then?
4. Are services available on the weekend or after hours? 
5. How will you coordinate between support workers and clients?
6. Does your staff have training in mental health or complex care?
7. What is the frequency of and what are the methods used for monitoring or reviewing care plans?
8. How do you address complaints and/or concerns?

It’s okay to write these down and ask them during your first call or visit. A good provider will appreciate you for being frank. 

Check their credentials and reputation

1. Is it registered with the NDIS? This can be checked at the NDIS Provider Finder. 
2. Do they comply with the NDIS Code of Conduct? Do they act with integrity, provide safe service delivery and ensure your rights are respected?
3. What do others say? Research reviews or ask people around your community. Your support coordinator or local area coordinator might also have some information. 
4. Are they insured and compliant? Feel free to ask for proof of things like public liability insurance or training for workers.

Remember, there is nothing wrong with questioning and defending your interests.

Expectations from the right provider 

Here is what to expect when finding the right provider: 

• warmth and respect when communicating;
• support that is for you, not somebody else; 
• flexibility when things change;
• genuine interest in your progress and well-being; 
• fewer surprises and more peace of mind; and
• they feel like a partner rather than a service. 

Final thoughts 

Choosing an NDIS provider is a major decision, but you are not alone and it is not something that must be hurried. 

Take time to ask questions, do the necessary research and, most importantly, choose one that will see you beyond your plan — someone who will recognise your strengths and respect your choices while supporting your goals. 

At the end of the day, the best NDIS providers aren’t simply delivering services — they care about helping you live your best life.

Want to learn more about NDIS providers and Australia’s disability sector? Let the team at Talking Disability know and subscribe to the newsletter for more information, news and industry updates.

Related content:

Am I eligible for the NDIS?

What is the NDIS?

What support can I get?