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National Disability Advocacy Program (NDAP) Quality Improvement Toolkit
May 2009
The National Disability Advocacy Program (NDAP) Quality Improvement Toolkit has been developed to provide tools, resources and advice to assist NDAP agencies to ensure continuous quality improvement for people with disability.
Alternative Formats
(NDAP) Quality Improvement Toolkit PDF [1.31MB]
(NDAP) Quality Improvement Toolkit DOC [2.81MB]
Parliamentary Secretary Foreword
Purpose of this toolkit
1. Background
1.1 The National Disability Advocacy Program
2. Introduction to quality improvement
2.1 Benefits of quality improvement
3. Getting started
3.1 Guide to using the Toolkit
3.2 What you will find in each quality theme section
3.3 Tips for success
3.4 Getting staff and volunteers involved in quality improvement
3.5 Getting people with disability involved in quality improvement
4. Management systems
4.1 Getting started
4.2 Advocacy agency's approach to management systems
4.3 Step 1: Develop a checklist
4.4 Step 2: Conduct a self-assessment
4.5 Step 3: Plan quality improvement actions
4.6 Step 4: Review your progress
4.7 Resources
4.8 Sample policies and procedures
4.9 Useful links
5. Staff recruitment, retention, training and development
5.1 Getting started
5.2 Advocacy agency's approach to staff recruitment, retention, training and development
5.3 Step 1: Develop a checklist
5.4 Step 2: Conduct a self-assessment
5.5 Examples of evidence
5.6 Step 3: Plan quality improvement actions
5.7 Step 4: Review your progress
5.8 Resources
5.9 Sample policies and procedures
5.10 Training
6. Advocacy access
6.1 Getting started
6.2 Definition and models of advocacy
6.3 Advocacy agency's approach to advocacy access
6.4 Step 1: Develop a checklist
6.5 Step 2: Conduct a self-assessment
6.6 Examples of Evidence
6.7 Step 3: Plan quality improvement actions
6.8 Step 4: Review your progress
6.9 Resources
6.10 Sample policies and procedures
7. Tailoring advocacy to individual needs
7.1 Getting started
7.2 Advocacy agency's approach to tailoring advocacy to individual needs
7.3 Step 1: Develop a checklist
7.4 Step 2: Conduct a self-assessment
7.5 Examples of evidence
7.6 Step 3: Plan quality improvement actions
7.7 Step 4: Review your progress
7.8 Resources
7.9 Sample policies and procedures
7.10 Useful links
8. Decision making and choice
8.1 Getting started
8.2 Advocacy agency's approach to decision making and choice
8.3 Step 1: Develop a checklist
8.4 Step 2: Conduct a self-assessment
8.5 Examples of evidence
8.6 Step 3: Plan quality improvement actions
8.7 Step 4: Review your progress
8.8 Resources
8.9 Sample policies and procedures
9. Complaints and disputes
9.1 Getting started
9.2 Advocacy agency's approach to complaints and disputes
9.3 Step 1: Develop a checklist
9.4 Step 2: Conduct a self-assessment
9.5 Examples of evidence
9.6 Step 3: Plan quality improvement actions
9.7 Step 4: Review your progress
9.8 Resources
9.9 Sample policies and procedures
9.10 Useful links
10. Privacy, dignity and confidentiality
10.1 Getting started
10.2 Advocacy agency's approach to privacy dignity and confidentiality
10.3 Step 1: Develop a checklist
10.4 Step 2: Conduct a self-assessment
10.5 Examples of Evidence
10.6 Step 3: Plan quality improvement actions
10.7 Step 4: Review your progress
10.8 Resources
10.9 Sample policies and procedures
10.10 Useful links
11. Participation and integration
11.1 Getting started
11.2 Advocacy agency's approach to participation and integration
11.3 Step 1: Develop a checklist
11.4 Step 2: Conduct a self-assessment
11.5 Examples of Evidence
11.6 Step 3: Plan quality improvement actions
11.7 Step 4: Review your progress
11.8 Resources
11.9 Sample policies and procedures
11.10 Useful links
12. Valued status
12.1 Getting started
12.2 Advocacy agency's approach to valued status
12.3 Step 1: Develop a checklist
12.4 Step 2: Conduct a self-assessment
12.5 Examples of Evidence
12.6 Step 3: Plan quality improvement actions
12.7 Step 4: Review your progress
12.8 Sample policies and procedures
13. Protection of human rights and freedom from abuse
13.1 Getting started
13.2 Advocacy agency's approach to protection of human rights and freedom from abuse
13.3 Step 1: Develop a checklist
13.4 Step 2: Conduct a self-assessment
13.5 Evidence guidelines
13.6 Step 3: Plan quality improvement actions
13.7 Step 4: Review your progress
13.8 Resources
13.9 Sample policies and procedures
13.10 Useful links
Appendix 1: Concepts related to quality
Appendix 2: Disability Services Standards and Supporting Standards
Appendix 3: Draft Disability Advocacy Standards
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