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Finding the Right Partner for Improved Health and Wellbeing NDIS Support: A Guide for Families and Carers

disability services & support organisation

Estimated reading time: 8 minutes

The decision to entrust someone with the care of your loved one is monumental. As a family member or carer of someone with disability, you understand that finding the right disability support organisation isn’t just about ticking boxes, it’s about finding partners who will champion your loved one’s goals, uphold their dignity, and truly care about their wellbeing.

At The SALT Foundation, we understand this deeply. For families across Melbourne, Frankston, and the Mornington Peninsula, the search for quality support services under the NDIS Improved Health and Wellbeing category can feel overwhelming. The options are numerous, the terminology complex, and the stakes incredibly high.

This guide aims to simplify your search, providing clear criteria to evaluate potential support organisations. We’ll share insights from our experience as an NDIS provider and offer practical advice to help you make this important decision with confidence.

Table of contents

Key Takeaways

Understanding the Improved Health and Wellbeing Support Category

Before evaluating providers, it’s helpful to understand exactly what the NDIS means by “Improved Health and Wellbeing” support.

This Capacity Building support category focuses on services that enhance physical and mental wellbeing related to a participant’s disability. According to the NDIS Price Guide, it includes “physical wellbeing activities, diet, exercise and energy levels, and assists participants to access appropriate health care.”

Common supports in this category include:

  • Exercise physiology and personal training with disability expertise
  • Dietetic services for disability-specific nutritional needs
  • Health coaching tailored to the individual’s disability
  • Support to establish and maintain healthy routines

These services require providers with specific qualifications and an understanding of how health and disability intersect. Not all disability support organisations offer these specialised services, making your selection particularly important.

Essential Qualities to Look for in a Support Organisation

1. Proper Registration and Credentials

The foundation of trust begins with verification. Quality providers demonstrate their commitment to standards through:

  • NDIS Registration: Registered providers undergo regular audits against the NDIS Quality and Safeguards Commission standards. This provides assurance of baseline quality and safety measures.
  • Appropriate Qualifications: Staff delivering health and wellbeing services should hold relevant qualifications. For example, exercise physiologists should be accredited with Exercise and Sports Science Australia (ESSA).
  • Comprehensive Screening: All staff should undergo Working with Vulnerable People checks, police checks, and reference verification. Ask how the organisation screens and monitors their team members.

2. Person-Centred Approach

Support organisations should place the individual at the centre of all decisions. Look for evidence of:

  • Personalised Support Plans: Rather than one-size-fits-all approaches, services should be tailored to individual needs, preferences, and goals.
  • Respect for Autonomy: The organisation should demonstrate how they honour choices and support decision-making, even when it requires creativity or extra effort.
  • Strengths-Based Focus: Quality providers highlight capabilities rather than deficits, building on what the person can do rather than what they cannot.

Ask potential providers: “Can you show me an example of how you’ve adapted your services to meet someone’s unique needs?” Their answer will reveal much about their flexibility and person-centred commitment.

3. Staff Quality and Continuity

The relationship between support workers and participants is at the heart of successful services. Evaluate:

  • Staff Training: Beyond basic qualifications, what ongoing professional development do staff receive? For health and wellbeing services, this might include disability-specific training in exercise adaptation or nutrition.
  • Staff Retention: High turnover disrupts continuity of care. Ask about retention rates and what the organisation does to maintain a stable workforce.
  • Matching Process: How does the organisation match staff with participants? The best providers consider not just skills but also personality, interests, and communication styles.

4. Communication and Transparency

Clear, consistent communication forms the foundation of trust. Assess:

  • Reporting Systems: How will you receive updates about progress and any concerns? Quality providers offer regular, accessible reporting without being asked.
  • Issue Resolution: What happens when things don’t go as planned? Look for organisations that address problems promptly and transparently rather than defensively.
  • Accessibility: Communication should be available in formats that work for you, whether that’s email, phone calls, in-person meetings, or a mix.
  • Clarity About Fees: The organisation should clearly explain how NDIS funding is utilised and what happens if needs change mid-plan.

5. Values Alignment

Perhaps most importantly, the organisation’s values should align with your family’s priorities. Consider:

  • Organisational Mission: Does their purpose resonate with what matters to your family?
  • Community Engagement: Organisations that actively participate in community life often demonstrate greater commitment to inclusion and understanding of local contexts.
  • Cultural Responsiveness: Can they accommodate cultural, religious, or language needs that are important to your family?

At The SALT Foundation, our values of compassion, integrity, and empowerment guide every interaction. We believe support should enhance dignity, build capacity, and create opportunities for meaningful participation.

Evaluating Service Delivery Models

Different organisations structure their services in various ways. Consider which model best meets your loved one’s needs:

Consistent Individual Support

Some people thrive with consistent one-to-one support from the same staff member. This model builds deep relationships but depends heavily on staff reliability.

Team-Based Approaches

Other organisations use small teams that share knowledge about each participant. This provides continuity even when a particular staff member is unavailable.

Mixed Models

Many successful providers blend approaches, providing consistent primary support with well-briefed backup staff for flexibility.

For Improved Health and Wellbeing services specifically, consider:

  • How exercise programs are developed and adjusted over time
  • Whether dietetic support includes practical skill development
  • How progress is measured and reported
  • How the organisation connects health goals to broader life goals

The Consultation Process: What to Watch For

disability services & support organisation

The initial consultation reveals much about how an organisation operates. Pay attention to:

Who Leads the Conversation

Is it dominated by the organisation telling you about their services, or do they actively listen to understand your loved one’s needs?

Questions They Ask

Quality providers ask about preferences, routines, interests, and goals—not just support needs or diagnoses.

Involvement of the Participant

How do they engage with the person who will receive support? Do they speak directly to them, regardless of communication differences?

Follow-Up

How promptly and thoroughly do they follow up after the initial conversation?

Gathering Feedback from Current Clients

Nothing substitutes for the experiences of current clients. Consider:

  • Asking the organisation for references from families willing to speak with you
  • Looking for testimonials or case studies that demonstrate real outcomes
  • Checking reviews on independent platforms
  • Connecting with local disability advocacy groups who may have insights

The SALT Foundation Difference

While this guide applies to evaluating any provider, we’d be remiss not to share what makes The SALT Foundation distinctive in the Melbourne disability support landscape.

Our approach to Improved Health and Wellbeing support is characterised by:

  • Integrated Services: We connect health goals with broader life aspirations, ensuring exercise programs or nutritional support enhance overall quality of life.
  • Staff Specialisation: Our team includes professionals with specific training in disability-inclusive exercise, nutrition, and health coaching.
  • Local Knowledge: As a Melbourne-based organisation, we understand local health services, accessible recreation options, and community resources.
  • Family Collaboration: We recognise families and carers as experts in their loved one’s needs and work collaboratively rather than prescriptively.
  • Measured Outcomes: We track progress against goals using personalised metrics that matter to the individual.

Conclusion

Finding the right support organisation for Improved Health and Wellbeing services requires careful consideration. The best partnerships form when there’s alignment of values, clear communication, appropriate expertise, and genuine care.

Remember that this decision isn’t irreversible. The NDIS system allows participants to change providers if the partnership isn’t working. However, investing time upfront to find the right match can save considerable stress and disruption later.

At The SALT Foundation, we welcome your questions and are happy to discuss our approach to supporting NDIS participants across Melbourne, Frankston, and the Mornington Peninsula. We understand that entrusting someone with your loved one’s care is a profound act of trust—one we never take for granted.

Action Steps

  1. Create a personalised checklist of what matters most to your family in a support organisation
  2. Prepare specific questions based on your loved one’s unique health and wellbeing needs
  3. Schedule consultations with potential providers and involve your loved one in the process
  4. Request to speak with current clients about their experiences
  5. Review NDIS registration status through the NDIS Provider Finder
  6. Consider a trial period before making a long-term commitment

Frequently Asked Questions

How do we know if Improved Health and Wellbeing supports are included in our NDIS plan?

Check your NDIS plan document for Category 12 – Improved Health and Wellbeing under Capacity Building supports. If you’re unsure, contact your Support Coordinator or the NDIA directly to clarify what funding is available.

Can we use the same organisation for Improved Health and Wellbeing services and other NDIS supports?

Yes, many participants find it beneficial to use fewer providers who can meet multiple needs. This can improve coordination and reduce the administrative burden of managing multiple service agreements. At The SALT Foundation, we offer a range of supports that complement health and wellbeing services.

What happens if the support organisation isn’t meeting our expectations?

The NDIS emphasises participant choice and control. You have the right to change providers if you’re not satisfied. First, try addressing concerns directly with the organisation. If issues persist, you can terminate the service agreement (check notice periods) and engage a different provider.

How do we ensure continuity if our loved one’s support worker leaves the organisation?

Ask potential providers about their contingency planning. Quality organisations have thorough handover processes, detailed support notes, and backup staff who are familiar with participants’ needs. They should be able to explain exactly how they manage staff transitions to minimise disruption.

How often should we expect updates on progress toward health and wellbeing goals?

There’s no one-size-fits-all answer, but best practice involves regular progress reviews, typically monthly for intensive programs and quarterly at minimum. These updates should include measurable progress toward goals, any challenges encountered, and recommendations for adjustments to the support plan.