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Choosing an NDIS Therapy provider is an important decision as they directly influence and assist you to reach your goals. It can be a lengthy process and you might have to make a few enquiries, but once you find the right provider, they can have a positive impact on your life!

Learn what support they provide

Before delving into how to choose an NDIS Therapy provider, it’s important to make sure you understand the difference between registered and unregistered providers:

  • A registered provider is an individual or organisation who has completed the NDIS registration process and provides services and support to people on the NDIS. If your NDIS support is NDIA-managed, you can only use registered providers to deliver your services using your NDIS funding as it ensures the service provider meets strict government quality and safety requirements. As a registered provider Optimal Therapy are legally required to report to the NDIS Quality and Safeguards Commission – meaning we are held to a much higher standard of incident reporting, security screening and service delivery.
  • An unregistered provider is any other individual or organisation that provides services or support without having completed the NDIS registration process. As the registration process takes time and is an investment, many individuals and organisations do not become registered providers. If you are self-managing your NDIS support, you do not need a registered provider, but you will need to do extra due diligence to ensure they have the right qualifications and experience to provide you with high quality support.

Understand the therapy support you’re after

Everyone we work with has different needs based on the goals they wish to achieve. It is important that you pick an NDIS provider that is equipped to support your needs and goals. Before enquiring with a provider, think about:

  • What are your therapy must-haves?
  • What would be nice to have?
  • Do you have a preference for provider age/gender/ethnicity?
  • Does the providers communication style match yours? More than just speaking the same language and being clear about their processes, do they seem interested in what you have to say – are they listening to what you need/want?
  • Where do you need to receive therapy? Does this fit how the provider delivers their services? For example, at home, in your workplace, on public transport.
  • How much funding do you have in your NDIS capacity building budget for this support? Check the NDIS pricing arrangements and limits if you’d like to better understand the expenses associated with certain support options. Note that the NDIS requires all support be related to your disability; help you achieve your goals and represent value for money.

Find evidence that they provide a high-quality service

When you start working with a NDIS provider, you want to know that you can trust them and that they will provide you with the support you need. Talk to the provider, look up their website, check out any online reviews and see what others in your community network have to say about their services. Think about:

  • Is the provider suitably qualified and experienced to deliver all the supports you need? Ask for their experience working with your disability or the particular goal you have in mind.
  • If not, what is missing and is this important?

Ask for the fine print

This is your opportunity to resolve any ambiguity that remains and ensure you are on the same page before proceeding with them for your support. We recommend you confirm:

  • Does the provider have service agreement terms? When and how will your service agreement be reviewed?
  • Does the provider have a long waitlist? Ask how soon you can book in an initial appointment.
  • Is the provider regularly available for the days, times and at the location you need them? Will you be restricted to remote consultation?
  • How do they schedule services and are they flexible? What notice do they require for changes, and will they charge you for changes?
  • What is their cancellation policy?
  • How do they charge for their services – hourly, daily, or itemised?

Determine if they have feedback systems

Some NDIS Therapy providers will have processes in place so you can offer feedback to their service. It’s important to understand how they approach problems or issues that may arise before engaging with them. Do they have a policy or contact for you to offer feedback or raise issues? Is there the option to engage a third party if the problem cannot be resolved?

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