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Our Service Delivery Model

As a service provider, Sky High Healthcare has developed a clear and simple Service Delivery Model which is based on the NDIS Practice Standards and Rules and a social model of care. The model aims to empower the participant and family, and our staff and partners, to deliver the best possible standard of supports and safety.

Our Model has four objectives:

  • ensure we meet NDIS Practice and Rules Standards

  • support a genuine participant and family centred approach

  • ensure staff know how to best deliver supports of a high standard, safely

  • support participants and families to live well.

Outcomes include:

  • Service provision that upholds a person’s fundamental human rights

  • a quality experience for everyone

  • the safeguarding of vulnerable people

  • adaptive and flexible supports for individuals

  • continuous quality improvement

  • clarity in roles and expectations across staff levels

  • increased staff support and improved performance

  • quality practice where outcomes can be achieved and measured

  • staff can improve their practice and feel valued.

Social Model of Care

All services provided by Sky High Healthcare are Person and Family Centred and provided through a social model of care. This means everything we do is directed towards meeting the goals and needs of the participant with consideration to the overall needs of their family to enable them to live the life they choose within their community with as few barriers as is possible.

The participant’s Support Plan is developed to ensure we operate within the guidelines of the NDIS whilst providing person-centred intervention that promotes the strengths of the individual and the family. If at any time we feel we are not an appropriate service provider for a participant, we will discuss this and assist the participant to access more appropriate services.

We aim to meet the needs of the participant and their family as appropriately and practicably as possible by:

  • the timing and place of appointments,

  • respecting the values and cultures of the family, and

  • considering the goals of the family as well as the participant.


The professional/therapeutic relationship between Sky High Healthcare, the participant, and their family is supported through good communication. We will communicate with participants and families using communication strategies most appropriate for the individual. For example, some participants/families may need information to be presented in a modified way e.g., using assistive technology, modified language, or interpreters. We will listen to the participant and their family to fully understand their needs and aspirations to enable us to provide person-centred supports/service.

All participants have the right to have a trusted / appointed decision maker or advocate, this can be a family member. We welcome the opportunity to work with them to plan for and meet the goals and needs of the participant and family.

At Sky High Healthcare, the participant’s goals and Support Plan is reviewed regularly, this is a time when the trusted / appointed decision maker or advocate is encouraged to be involved. Support Plan reviews will be held at least every three months. Participants and their families will be provided with a summary of any discussion about care needs by email and will be provided with an updated Service and Support Plan within a week of each review meeting.

Strengths Based Approach to Support Planning and Provision

At Sky High Healthcare we use the Strengths Based approach as a framework to direct the assessment, intervention, and evaluation process of our participant’s plan with the specific aim of building capabilities and strengths, both for the participant, the family, and their informal support network. It encompasses the cultural, physical, sensory, and social environments in which the participant lives.

This approach provides a framework for Sky High Healthcare to consider the human and legal rights of the participant and their family as well as looking at their different needs and how these align with their goals. It values everyone equally and focuses on what is working well for the participant and family and what is it that underpins areas that are working well to replicate them in other areas of need. We will endeavour to describe deficits respectfully and honestly and aim to build on the participant’s abilities within their potential development, acknowledging that people experience difficulties and challenges that need attention and support.

By using this approach in planning and support provision we direct concern to the participants goals to achieve a ‘good life’ that endeavour to equip the participant and family with knowledge, skills and support to satisfy life values including:

  • Healthy living and optimal functioning – feeling good

  • Freedom from stress and harm

  • Familial, romantic and intimate relationships

  • Work and community participation

  • Excellence in work and play

Continuous Improvement

Sky High Healthcare has a culture of continuous service improvement (CSI) By having a culture of CSI we can evolve and align to the needs of participants and families. The main objective of the CSI lifecycle is to deliver continuous value to business. Adopting and implementing standard and consistent approaches for CSI will ensure that IT services remain continuously aligned to business requirements. CSI must be an objective for everyone in the organization.

Our key objectives of CSI are to:

  • Review and analyse service level achievement

  • Identify and implement specific activities to improve service quality and improve the efficiency and effectiveness of our processes

  • Ensure applicable quality management methods are used to support Continual Service Improvement Activities

  • Understand what to measure, why it is being measured and what the successful outcome should be.

We welcome feedback from our participants and families at any time and will ask for feedback at specific times. We use this feedback to direct quality improvement activities and the strategic direction of the organisation.

Our Important Documents

Privacy Statement
Client Handbook
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