Mercy Angels

Website

www.mercyangels.com.au

Email

info@mercyangels.com.au

Phone

0449 131 161

Policies

Our Policies

At Mercy Angels, we are committed to ensuring the highest standards of care and support for all our participants. Below, we outline your rights, responsibilities, and our commitments to you.

As a participant with Mercy Angels, you are entitled to:

  • Receive services that respect and promote your legal and human rights.
  • Exercise informed choice and control over your supports.
  • Freedom of expression, self-determination, and decision-making.
  • Access supports that respect your culture, diversity, values, and beliefs.
  • Services that uphold your privacy and dignity.
  • Make informed choices that enhance your independence.
  • Enjoy a safe and respectful environment, free from violence, abuse, neglect, exploitation, or discrimination.
  • Receive support guided by strong operational management.
  • Access services safeguarded by robust risk and incident management systems.
  • Be supported by qualified and competent staff who deliver person-centred care.

To ensure we provide the best possible support, we ask that you:

  • Respect our staff and maintain a safe, healthy, and harassment-free environment.
  • Honour the terms of your service agreement with us.
  • Recognise that your needs may change, requiring adjustments to your services.
  • Accept responsibility for your actions and decisions, even if they involve risk.
  • Notify us of any issues with the care or services provided.
  • Provide accurate information to help us develop, deliver, and review your support plan.
  • Care for your health and wellbeing to the best of your ability.
  • Share information to help us better meet your needs.
  • Provide at least 48 hours’ notice if you will not be available for a scheduled service.
  • Understand that staff can only perform tasks and hours agreed upon in your service plan.
  • Participate in safety assessments of your home.
  • Ensure pets are controlled during service provision.
  • Maintain a smoke-free environment during service delivery.

Mercy Angels is committed to:

  • Providing supports tailored to your needs and preferred times.
  • Reviewing your support plan with you regularly.
  • Communicating openly, honestly, and promptly.
  • Treating you with courtesy, respect, and professionalism.
  • Involving you in decisions about your care.
  • Listening to your feedback and addressing concerns effectively.
  • Providing at least 24 hours’ notice of any changes to scheduled services.
  • Protecting your personal information.
  • Ensuring your safety at all times.

An advocate ensures your rights are respected and supports you in decision-making. They can speak on your behalf if your needs are unmet.

Contact us on:

  • Office: 18 Globe St, Middleton Grange, NSW 2171
  • Phone: 0449 131 161
  • Email: info@mercyangels.com.au

At Mercy Angels, we value your feedback and are committed to resolving any concerns promptly. We guarantee:

  • No retaliation for complaints or concerns.
  • Resolution within 5 days (or 24 hours for urgent matters).

If you’re not comfortable addressing us directly, you can seek assistance from:

  • An advocate
  • A trusted family member or friend
  • Your care worker

Further assistance is available through:

  • NSW Ombudsman – Disability Services: 1800 451 524
  • Commonwealth Ombudsman: 1300 362 072
  • NDIS Commission Complaints: 1800 035 544

Mercy Angels is dedicated to providing services free from violence, abuse, neglect, exploitation, or discrimination. We:

  • Train staff to recognise and prevent risks.
  • Respond to all incidents promptly, reporting high-risk cases to authorities within 24 hours.
  • Provide ongoing support to those affected by incidents.

Our staff will only assist with medication if they have been trained by a qualified health practitioner. Mercy Angels does not handle or administer medication without proper training and authorisation.

We do not provide financial advice or manage personal funds for participants.

For more information, please contact us directly through our website or office.