# Quality Management System (QMS) Manage incidents, risks, feedback, and compliance in one centralised platform. **Note:** QMS features are available for organisations on the Quality Management System plan. ## Getting Started ### [Getting Started with Quality Management](getting-started.md) Complete overview of the Pnyx Quality Management System **Topics:** Core QMS tools, compliance standards, implementation guide --- ## Core QMS Tools ### [Incident Management](incident-management.md) Capture and manage all incidents in one place **Types:** Client injuries, service disruptions, near misses, reportable incidents **Features:** Automated workflows, role-based access, reporting templates ### [Risk Management](risk-management.md) Identify, assess, and mitigate risks before they escalate **Features:** Real-time tracking, linked corrective actions, integrated controls **Risk types:** Operational, clinical, financial ### [Feedback & Complaint Management](feedback-complaints.md) Create transparent channels for feedback and complaints **Features:** Logged tracking, response workflows, stakeholder submissions **Integration:** QR codes for easy reporting ### [How to Share Your Feedback & Complaints Page with a QR Code](qr-code-sharing.md) Distribute QR codes on onboarding materials, websites, and posters ### [How to Use Your Feedback & Complaint QR Code](using-qr-code.md) Guide for clients and stakeholders using the QR code system --- ## Worker Screening & Compliance ### [Worker Screening Check](worker-screening-checks.md) Track mandatory and optional checks for staff **Checks tracked:** NDIS Worker Screening, Police Checks, Working with Children Checks **Features:** Expiry tracking, approval statuses, audit-ready reporting ### [Worker Screening Check Approval](screening-check-approval.md) Manager workflow for reviewing and approving staff screening submissions **Purpose:** Ensure only approved staff are rostered in high-risk environments ### [Requesting Worker Screening Check Updates](requesting-worker-check-updates.md) Send email reminders to staff when their checks need updating **Features:** One-click email requests, automated messaging, direct reply-to --- ## Why QMS Matters ### Compliance Standards Alignment: - **NDIS Practice Standards** - Meet reportable incident requirements - **Aged Care Quality Standards** - Governance, risk, and compliance (GRC) - **State/Federal Regulations** - Maintain registration and accreditation ### Benefits for Your Organisation: ✅ **Reduce compliance risk** - Systematic tracking and reporting ✅ **Improve responsiveness** - Faster incident and feedback resolution ✅ **Track and resolve issues** - Centralised issue management ✅ **Promote accountability** - Transparent processes and audit trails ✅ **Meet audit requirements effortlessly** - All documentation in one place --- ## Key Concepts **Incident** = Any event that causes or could cause harm to participants, staff, or the organisation **Reportable Incident** = Incidents that must be reported to NDIS Commission or other regulatory bodies **Risk** = Potential event or circumstance that could negatively impact the organisation **Risk Assessment** = Process of identifying, analysing, and evaluating risks **Corrective Action** = Steps taken to eliminate causes of incidents or risks **Worker Screening** = Background checks required for working with vulnerable people **Approved Staff** = Workers whose screening checks have been reviewed and approved by managers --- ## QMS Workflows ### Incident Management Workflow: 1. **Report** - Staff member reports incident 2. **Assess** - Manager reviews severity and regulatory requirements 3. **Investigate** - Gather facts, interview witnesses 4. **Action** - Implement corrective actions 5. **Report** - Submit to NDIS Commission if reportable 6. **Learn** - Update policies and training to prevent recurrence ### Risk Management Workflow: 1. **Identify** - Recognise potential risks 2. **Assess** - Evaluate likelihood and impact 3. **Mitigate** - Implement controls and preventive measures 4. **Monitor** - Track effectiveness of controls 5. **Review** - Regular risk assessment updates ### Feedback & Complaints Workflow: 1. **Receive** - Feedback submitted (QR code, online, in-person) 2. **Log** - Record in system with tracking number 3. **Acknowledge** - Confirm receipt with submitter 4. **Investigate** - Review and gather information 5. **Respond** - Provide resolution or outcome 6. **Close** - Document resolution and improvements ### Worker Screening Workflow: 1. **Request** - Manager creates check request for staff member 2. **Remind** - Manager sends update request emails when checks need attention 3. **Submit** - Staff uploads documentation 4. **Review** - Manager reviews submitted checks 5. **Approve/Reject** - Manager approves or requests resubmission 6. **Monitor** - Track expiry dates and renewals 7. **Rostering** - Only approved staff can be assigned --- ## Related Topics - [Staff Management](../../setup-and-configuration/staff-management/) - Managing certifications and access - [Reporting](../reporting/) - Compliance and audit reports - [Circle of Care](../circle-of-care/) - Participant-specific incident tracking --- ## Setting Up QMS ### Implementation Checklist: - [ ] Enable QMS features on your plan - [ ] Train managers on incident reporting - [ ] Create feedback QR code and distribute - [ ] Set up worker screening requirements - [ ] Define roles for QMS access - [ ] Add QR code to client onboarding package - [ ] Schedule regular risk reviews (quarterly recommended) ### Team Training: - **All Staff:** How to report incidents, submit feedback responses - **Managers:** Incident investigation, risk assessments, approval workflows - **Coordinators:** Participant-specific incident tracking - **Staff:** Worker screening checks and compliance --- ## Regulatory Requirements ### NDIS Reportable Incidents: Must report within 24 hours: - Death of a participant - Serious injury - Abuse or neglect - Unlawful sexual or physical contact - Unauthorized use of restrictive practice ### Aged Care Compliance: - Incident management systems required under Standard 3 - Feedback mechanisms required under Standard 6 - Worker screening required under Standard 5 --- [Need to raise a request? Contact us.](https://conversations-app.brevo.com/)