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MSWA Bulletin Winter 2020

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Telehealth at MSWA, Feedback from Customer survey, Eating mindfully, Research roundup

CUSTOMER ENGAGEMENT TEAM

CUSTOMER ENGAGEMENT TEAM WAIT TIMES REMAIN DESPITE FOCUS The introduction of the NDIS promised a modern way of providing disability funding to Australians. Its architects presented the scheme as an innovative and visionary solution to the predicament that was disability block-funding and a way of providing participants with control over their services. However, as Robert Burns once wrote, “The bestlaid schemes o' mice an' men.” While the NDIS got lots right and has quickly improved in many other areas – the NDIA’s responsive handling of the COVID-19 pandemic was impressive – one of the challenges with the scheme remains the long wait-time participants face to receive their first plan. Delays in decision-making and a lack of information are two of the most regular complaints about the NDIS, with many participants indicating they have had to wait many months for the NDIA to contact them or make a decision. The wait-time problem has been so bad that it became an election issue as the Government introduced an NDIS Participant Service Guarantee to support positive experiences with the NDIS. From 1 July 2020, the Guarantee will aim for a new standard for the time it takes for the NDIS planning process. This means there will be shorter, agreed timeframes for people to receive a decision on eligibility, receive an NDIS plan and to have their plan reviewed. So good news for all, happy days and problem solved… right? Potentially yes, any focus on improving the speed and efficiency of the planning process should be applauded. However, it should also be noted that the ‘Tune Review’ that proposed these changes did highlight that there may be some difficulties in achieving this new standard before July 2021. So, perhaps more patience is required. Nevertheless, any focus on Customer wait-time is a positive outcome. In fact, MSWA’s NDIS team has already seen some Customers move from their eligibility assessment to planning in a matter of days, not the weeks/ months that had become the norm. One word of warning would be to ensure that you are prepared for the planning meeting should it arrive sooner rather than later. We have seen some planning meetings be conducted over the phone with very little warning. If this happens to you please remember it's your planning meeting and the result will determine your services, so if you need more time, make sure you let the NDIA planner know. For our part, the MSWA NDIS Team will continue to work with you to help you move through the planning process as quickly and easily as possible. However quick your planning process is, our Customer Relationship Coordinators will do their best to help and ensure you have all the information you need to achieve a positive outcome. GEOFF HUTCHINSON MANAGER CUSTOMER ENGAGEMENT 12

COUNSELLING EATING MINDFULLY KELLIE HANSEN MSWA COUNSELLOR Would you like to enjoy your food more? Then eat mindfully! Mindful eating begins with eating slowly and without distraction. However, it goes much further than this. It engages all parts of your body, mind and heart. It brings curiosity and playfulness to food as you explore colours, tastes, scents and sounds. You develop a connection and response to food and inner cues to hunger and satisfaction. Mindful eating can replace self-criticism and shame with self-nurturing and respect for your own inner wisdom. With practice, mindful eating supports the freeing of habitual patterns of thinking, feeling and acting. Tips for eating mindfully: / Be curious about your eating habits and without judgement. / Begin eating mindfully for one meal per day or even one meal per week. / Purchase produce mostly from the outside aisles of supermarkets, avoiding the centre aisles which are heavy with processed foods. / Eat from a smaller plate to help with portion sizes. / Check if you are eating due to an emotional hunger trigger such as stress, or a body hunger signal such as stomach growling. / Turn off screens and reduce distractions. Focus on your meal, your own company, or those around you. / Slow your eating down by putting down your fork between mouthfuls. Make a point of drinking slowly and pausing. / Focus on gratitude and appreciation for the journey of what you are eating. Think about where your food has come from, how it grew and the people who helped prepare it. / Try not to skip meals otherwise your priority will be to fill the void instead of enjoying your food. / Chewing food thoroughly releases extra nutrients and flavours and is also kinder to our digestive system. / Instead of finishing everything on your plate, pack leftovers. / Eat sitting down, never on the go or standing up. Mindful eating is not a diet. It does not dictate or make you feel guilty about food choices. Instead it brings an awareness to the experience of food that is unique to you on a moment by moment basis that can support health and wellbeing and enhance the enjoyment of food by recognising our natural food cues. For additional support you can: / Speak to your counsellor / Download some apps such as Am I Hungry, Mindful Bite and Eat Chew Rest / Search online ‘mindful eating Australia’ for support, information and services 13