Fortitude Essentials Policies
Service standards agreement
Personalised agreements with ndis participants are collaboratively created, clearly communicated, and continuously managed to provide high-quality, tailored support that meets individual needs and goals.
Participant safeguarding
Protecting clients from harm by implementing proactive measures, comprehensive staff training, and robust procedures.
Terms of use
Define acceptable behaviour for using their website and outline users’ responsibilities.
Support planning and decision making
Empowering individuals, especially those with disabilities, to make informed decisions about their lives, respecting their autonomy and preferences.
SERVICE STANDARDS AND AGREEMENT
OUR COMMITMENT
We are dedicated to enhancing the well-being and independence of the elderly and individuals living with disabilities across Australia. Our mission is to provide high-quality, mobile health facilities that deliver hospital-standard care directly to your home or community. We believe in simplifying healthcare by removing unnecessary barriers and focusing on personalized, compassionate service.
CLIENT SERVICE STANDARDS AGREEMENT
Respect and Dignity
We treat all clients with the utmost respect, honouring your individuality, privacy, and choices.
Quality Care
Our mobile health facilities are equipped with the latest technology and staffed by trained professionals to ensure you receive the best possible care.
Accessibility
We strive to make our services readily available, providing timely support when and where you need it most.
Open Communication
We engage in honest and transparent conversations, actively listening to your needs and feedback to continually improve our services.
Empowerment
We aim to empower you to live independently, providing resources and support that enable you to age in place comfortably.
CLIENT SERVICE GUARANTEE
Fortitude Essentials guarantees personalised solutions that cater to your unique needs and preferences. Our services are designed to ensure that each individual receives tailored support that aligns with their circumstances, enabling a comfortable and empowering care experience. We are committed to providing prompt responses to all inquiries and service requests, ensuring efficient support whenever it is needed.
Our healthcare professionals are rigorously screened, trained, and dedicated to delivering compassionate care. We pride ourselves on maintaining a highly skilled and empathetic team that is focused on improving the well-being of our clients. We aim to create a supportive environment where individuals feel valued and understood.
Continuous improvement is central to our approach. We regularly assess and refine our services based on your feedback and the latest healthcare advancements. Your satisfaction is our highest priority, and we are dedicated to addressing any concerns that arise, working diligently to find solutions that meet your expectations and enhance your care journey.
PARTICIPANT SAFEGUARDING
Purpose
At Fortitude Essentials, the safety and well-being of our clients are our highest priorities. We are committed to maintaining an environment that promotes the physical, emotional, and psychological safety of all individuals in our care. Our Client Safeguarding Policy ensures that all clients, including those with disabilities, are protected from harm, abuse, neglect, and exploitation while receiving our services.
Policy Access
To access the full Client Safeguarding Policy, please download it here.
How We Achieve Our Goals
Zero Tolerance for Abuse We operate with a zero-tolerance policy for any form of abuse, neglect, or exploitation. Any concerns or suspicions regarding client safety are taken seriously and addressed promptly by our safeguarding procedures.
Staff Training and Awareness All staff members undergo comprehensive safeguarding training, ensuring they understand their responsibilities in protecting clients. Regular updates and refresher training sessions are conducted to keep our team aware of best practices, signs of abuse, and appropriate responses.
Safe Recruitment Practices We implement rigorous recruitment processes to ensure that all personnel are suitable for working with vulnerable clients. This includes background checks, reference verification, and thorough interviews focusing on safeguarding competencies.
Guiding Principles
This policy includes principles. These were co-designed with clients, families and carers, healthcare providers, Fortitude Essentials staff, and the broader community.
The principles guide the way we work with and support individuals to make informed decisions about their safety and safeguards in their lives.
These principles are:
Safety Culture: Promoting a culture that prioritizes safety in all aspects of care.
Empowerment: Ensuring clients have the knowledge, tools, and opportunities to make decisions that affect their well-being.
Individual Circumstances: Recognizing and respecting each individual’s unique needs, preferences, and situations.
Proactive Support: Identifying and addressing potential safety risks before they become issues.
Dignity of Risk and Informed Decision-Making: Allowing clients to take informed risks while making decisions that best suit their needs and goals.
Informal Support Networks: Leveraging the support of families, carers, and community members to enhance client safety and well-being.
Legislation and Standards: Our safeguarding approach is guided by relevant Australian laws, industry standards, and best practice guidelines to ensure compliance and client safety.
Client-Centered Care: Our commitment is always towards delivering care that puts our clients’ needs, choices, and dignity first.
Community Collaboration: We work closely with other agencies and community stakeholders to protect and promote client well-being.
The policy has focus areas. They outline how we will work together with clients to minimize the risk of harm.
A Proactive and Individual Approach: Identifying, assessing, and managing risks through personalized care plans that address each client’s unique needs and circumstances.
Developing Workforce and Capability: Building the skills and knowledge of our staff and empowering people with disabilities to enhance safety and well-being.
Proactive Development of Safeguards: Working in partnership with clients to create and implement safeguards that ensure safety and independence.
Effective Corrective Measures: Implementing appropriate corrective actions in response to incidents to improve safety and prevent recurrence.
Empowering Clients We aim to empower our clients by giving them the tools, resources, and knowledge they need to protect themselves. We encourage clients to speak up if they feel unsafe or have concerns, and we make sure they understand how to report any issues.
Family and Community Engagement We recognize the important role that families, carers, and community members play in safeguarding. We actively engage with these stakeholders to share information, collaborate, and ensure that all aspects of a client’s safety are supported both within our services and in the broader community.
Community Collaboration: We work closely with other agencies and community stakeholders to protect and promote client well-being.
Collaborative Development
We believe in the value of Collaborative Development to create effective safeguarding policies. Clients, families, carers, and community members are invited to collaborate with us in designing, reviewing, and enhancing our safeguarding practices. This collaborative approach ensures that our policies are responsive to the real needs of those we serve.
Monitoring and Continuous Improvement
We continuously evaluate our safeguarding policies and procedures to ensure they remain effective and up to date. Client feedback is an essential part of this process, and we welcome input from clients, families, and stakeholders to help us improve our safeguarding measures.
Fortitude Essentials is committed to providing a safe, respectful, and supportive environment for all clients. We will continue to uphold the highest standards of care, ensuring that safeguarding remains at the core of our services.
TERMS OF USE
Key Terms
Harmful Software: Any harmful or disruptive code, including malware, viruses, trojans, spyware, and adware.
Damages: Refers to any harm, damage, cost, or expense (whether to individuals or property), including indirect or consequential loss, and any loss of profits, data, or revenue.
Government Body: Any department or organization under the Australian Government.
Partner Agencies: Australian Government entities working with us to provide services.
User: Refers to any individual accessing the Fortitude Essentials website, including participants and provider accounts.
Fortitude Essentials: Refers to Fortitude Essentials Pty Ltd.
General Information
This website is managed by Fortitude Essentials Pty Ltd. Your use of this website is deemed to be your acceptance of these Terms of Use. Please read them carefully. This website allows participants and providers to create an online account with one user ID and password to access online services. For further information, please read the terms and conditions related to creating an account. These Terms of Use are governed by the laws of Western Australia, and you agree to submit to the exclusive jurisdiction of the courts of Western Australia. If any of these terms of use are held to be invalid, unenforceable, or illegal for any reason, the remaining terms of use will continue in full force. These Terms of Use do not negate any terms or conditions that apply to your use of any other website affiliated with Fortitude Essentials Pty Ltd. We may revise these terms and conditions from time to time. Please check this website regularly for updates. Please contact us if you have any questions, problems, or feedback regarding the Terms of Use.
Acceptable Use
You agree to use this website only for lawful purposes, and in a manner that does not infringe the rights of or restrict or inhibit the use and enjoyment of Fortitude Essentials by any third party. This includes conduct that is unlawful or which may harass or cause distress or inconvenience to any person, the transmission of obscene or offensive content, or disruption to this website. You must not post or transmit via this website any unlawful, defamatory, obscene, offensive, or scandalous material, or any material that constitutes or encourages conduct that would contravene any law.
Legal Notice
Your use of this website does not:
Affect or reduce any obligation owed to you by Fortitude Essentials Pty Ltd; or
Reduce any obligation you owe to Fortitude Essentials Pty Ltd.
This website is not a substitute for independent professional advice, and you should obtain appropriate professional advice relevant to your particular circumstances. You must exercise your judgment and carefully evaluate the material on this website. Please read the full disclaimer statement.
External Links
We take reasonable care in linking Fortitude Essentials to other websites, but we have no direct control over the content presented on those websites or the availability of those websites. Any information on a linked website is provided “As Is”. We make no representation that the material on any linked websites does not infringe the intellectual property rights or any other rights of any person. We do not authorize the reproduction of such material. We do not endorse or recommend any links to external websites or third-party content, including products and services offered by, from, or through those websites or their content.
Data protection
The development of this website is coordinated by Fortitude Essentials Pty Ltd; however, some interactions with this website may occur on systems under the control of other affiliated providers. We are responsible for:
The security of information while it is collected by, stored on, or passing through our systems; and
The security of the links from our systems to systems under the control of affiliated providers.
Affiliated providers are responsible for the security of information while it is collected by, stored on, or passed through systems within their control. We strive to protect the information you provide on this website. We will use all reasonable endeavours to ensure that this website and your information are not compromised. However, we cannot guarantee that no Harmful Code will enter the website. We recommend that you use an appropriate and up-to-date firewall and anti-virus software to protect your computer systems. If you experience a problem or loss that is caused by the information you included in your Fortitude Essentials Account, your computer being compromised in some way, or by something beyond our control, we cannot take responsibility for causing the problem. We will, however, do our best to help you if we can. Where connection to a system or website outside our control compromises the objectives of this website, we may sever links to that website or system.
Privacy Statement
For more information about how we protect your privacy and personal information, please see our privacy statement.
SUPPORT PLANNING AND DECISION
What is Supported Decision Making?
Supported decision-making is a process that empowers individuals, particularly those with disabilities, to make informed decisions about their own lives with the support of family, carers, advocates, and other trusted people. It involves providing the right tools, information, and support to help individuals understand their choices and take control over decisions that affect them, ensuring their preferences and autonomy are respected.
Policy Access
To access the full Supported Decision-Making Policy, please download it here.
Guiding Principles
The Supported Decision-Making Policy at Fortitude Essentials Pty Ltd is underpinned by the principle that every individual, regardless of their abilities, has the right to be heard and to exercise control over decisions that impact their lives. We are guided by:
Dignity and Respect: Recognising each person’s right to make decisions and supporting them in a way that respects their dignity.
Capacity Presumption: Operating under the presumption that every individual can make decisions unless proven otherwise.
Collaboration: Involving participants, families, carers, and other key stakeholders in decision-making processes to ensure the best possible outcomes.
Person-Centred Approach: Ensuring that each individual’s goals, aspirations, and preferences are at the centre of decision-making.
How We Achieve Our Goals?
Fortitude Essentials Pty Ltd is committed to supporting participants in making decisions by:
Providing Clear and Accessible Information: We provide information in a format that is easy to understand, ensuring individuals can make informed choices.
Offering Support Networks: Encouraging the involvement of family members, carers, and advocates in decision-making processes, with the participant’s consent.
Ensuring Empowerment and Participation: Empowering participants to make as many decisions for themselves as possible, while offering appropriate support.
Promoting Active Involvement: Facilitating discussions and meetings where participants can express their wishes and make their own choices.
Collaborative Development
In line with our Purpose, Fortitude Essentials Pty Ltd aims to work with participants, families, advocates, communities, and other providers to achieve the best outcomes for the participants. The purpose of this collaboration is to allow all parties to share ideas and knowledge to ensure that the supports are relevant, appropriate, and in line with the service agreement. Co-design of policies and plans ensures that the participant’s voice is central to our approach and that their needs are consistently met.
Policy Overview
The purpose of the Supported Decision-Making Policy is to promote a collaborative approach to supporting individuals in making informed decisions that align with their personal goals and aspirations.
This policy applies to all staff members at Fortitude Essentials Pty Ltd who are responsible for supporting participants in decision-making processes.
Policy Principles
Participant Engagement: We ensure participants are actively engaged in the decision-making process, with access to the support they need to understand their options.
Goal-Oriented Planning: Support plans are tailored to reflect each participant’s goals and aspirations, focusing on their strengths and functional capabilities.
Safeguarding and Risk Management: We operate on the presumption of capacity while safeguarding risks, making sure that participants are supported to make informed decisions without undue influence.
Periodic Reviews: In collaboration with participants, we conduct regular reviews of support plans and decision-making processes to ensure their needs are continually met.
Transparency: We ensure that all decision-making processes are clear, documented, and communicated to participants, their families, and relevant stakeholders.
Fortitude Essentials Pty Ltd is committed to promoting a safe, supportive, and empowering environment where participants can take charge of their lives and make meaningful decisions about their future.
DISCLAIMER AND LIMITATION OF LIABILITY
⚠ PLEASE READ THIS DISCLAIMER CAREFULLY
This Disclaimer (“Disclaimer”) governs your use of the mobile health support facilities and associated infrastructure (“Facilities”) provided by Fortitude Essentials Pty Ltd (“Fortitude Essentials,” “we,” “us,” or “our”). By accessing or using our Facilities, you acknowledge that you have read, understood, and agree to be bound by this Disclaimer.
1. NATURE OF SERVICES
1.1 Non-Clinical Infrastructure
Fortitude Essentials provides accessibility infrastructure only. We are not a healthcare provider and do not:
Provide medical treatment or therapy
Offer healthcare services
Supply clinical support
Monitor medical conditions
Respond to medical emergencies
Make any medical claims or promises
1.2 Complementary Role
Our Facilities are designed to complement, not replace, your existing healthcare arrangements. Any use of our Facilities must be:
Determined through consultation with your healthcare professionals
Consistent with your medical treatment plans
Supported by appropriate, written medical clearance
Regularly reviewed by your healthcare providers to ensure ongoing suitability
2. MEDICAL ADVICE AND ASSESSMENT
2.1 No Medical Advice
Fortitude Essentials:
Does not provide medical advice or clinical guidance
Makes no claims regarding medical benefits
Does not guarantee any health outcomes
Cannot advise on the suitability of Facilities for specific conditions
2.2 Mandatory Independent Assessment
⚠ Medical Clearance Required
Before using our Facilities, you must:
Obtain written medical clearance from qualified healthcare practitioners (e.g. GP, specialist, or allied health professional)
Ensure ongoing medical supervision as recommended by your healthcare team
Maintain regular reviews with your healthcare providers to confirm continuing suitability
Inform us immediately about any changes in your health that could affect safe facility use
3. USER RESPONSIBILITIES
3.1 Essential Requirements
All Users of our Facilities must:
Maintain active relationships with healthcare providers
Arrange any required medical supervision
Organise appropriate support services (including emergency contacts)
Keep their emergency contact details current
Promptly report any changes in medical status that impact facility use
3.2 Safety Compliance
⚠ Equipment Safety
Users must:
Follow all posted safety instructions and signage
Observe any weight limitations (e.g. max safe load of 250 kg or otherwise specified)
Report any equipment issues (malfunctions, damage, etc.) immediately
Use all safety features (e.g. restraints, harnesses) as directed
Maintain required clearance zones around moving parts
Never modify or tamper with equipment without authorisation
4. EXPLICIT EXCLUSIONS
4.1 Services Not Provided
Our Facilities explicitly exclude:
Medical monitoring systems
Emergency medical response
Clinical or therapeutic services
Mental health support or counselling
Direct care or personal assistance
Continuous safety supervision
Specialised medical equipment integration
Healthcare advice or guidance
4.2 Prohibited Activities
Users must not:
Exceed any posted weight limits
Modify any equipment without authorisation
Disable or circumvent safety features
Use Facilities without current, valid medical clearance
Operate equipment during maintenance or inspection
Allow unauthorised persons access to restricted areas
5. LIMITATION OF LIABILITY
5.1 Health-Related Outcomes
To the fullest extent permitted by Australian law, Fortitude Essentials:
Disclaims all liability for health-related outcomes or complications
Bears no responsibility for any medical decisions you or your healthcare providers make
Makes no guarantees regarding facility suitability for specific health conditions
Excludes liability for any medical complications arising from facility use
5.2 Equipment and Service Limitations
We exclude liability for:
Service interruptions (scheduled or unscheduled)
Equipment downtime for repairs or upgrades
Maintenance periods preventing facility use
Weather-related access restrictions
Power or utility disruptions affecting normal operations
5.3 Australian Consumer Law
Where liability cannot be excluded under the Australian Consumer Law:
Our liability is limited to re-supplying the services or the cost of having services re-supplied
Mandatory consumer guarantees remain in effect
Statutory rights are preserved as required by law
5.4 Maximum Liability
In all other circumstances, our maximum liability is:
Capped at the cost of services provided
Limited to the minimum amount required by law
Exclusive of any consequential or indirect losses
6. INDEMNIFICATION
Users agree to indemnify and hold harmless Fortitude Essentials, its directors, employees, and agents against all claims, losses, or damages arising from:
Misuse or improper use of our Facilities or equipment
Exceeding any weight limitations or ignoring safety instructions
Breaching posted safety protocols or facility rules
Failing to maintain appropriate medical oversight or clearance
Unauthorised modifications of equipment
Non-compliance with any instructions, warnings, or disclaimers
7. MODIFICATIONS TO THIS DISCLAIMER
Fortitude Essentials may update or revise this Disclaimer:
Without prior notice to Users
Effective immediately upon posting the revised version
Through notification at our Facilities or on our website
Via written communication (such as email or physical notice)
Your continued use of the Facilities after any such modifications signifies your acceptance of the updated Disclaimer.
8. GOVERNING LAW
This Disclaimer is governed by:
The laws of Western Australia
The exclusive jurisdiction of Western Australian courts
Applicable federal legislation
Relevant NDIS requirements (where applicable)
9. ACCEPTANCE OF DISCLAIMER
⚠ By using our Facilities, you confirm that you:
Have read and understood this entire Disclaimer
Accept all terms and conditions stated herein
Take full responsibility for obtaining independent medical advice prior to use
Agree to maintain appropriate healthcare arrangements and supervision
Understand that our role is limited to infrastructure provision
If you do not agree to these terms, you must not use our Facilities.
Fortitude Essentials Warranty
At Fortitude Essentials, we are committed to providing facilities that meet the highest standards of quality, safety, and accessibility. We stand by the integrity of our services and infrastructure, and we offer the following warranty to ensure your complete satisfaction:
Warranty Coverage
- Facility Quality and Safety:
We warrant that our facilities are constructed and maintained in accordance with all applicable industry standards and regulations. Our infrastructure is designed to be durable, safe, and fully functional, providing a reliable environment for all participants.
- Accessibility Features:
We warrant that all features within our facilities, including but not limited to stairs, lifts, and specialised equipment, are installed and maintained to facilitate ease of use and meet the needs of individuals with disabilities.
- Service Consistency:
We guarantee that the services provided within our facilities will be delivered with the highest level of care, professionalism, and consistency. Our staff are trained to support the diverse needs of our participants, ensuring that your experience is positive and in line with our commitment to excellence.
Warranty Period
This warranty is valid for the duration of your use of Fortitude Essentials’ facilities. We will address any issues related to facility quality, safety, or accessibility promptly and efficiently.
Exclusions
This warranty does not cover:
- Damage or issues resulting from misuse, negligence, or unauthorised modifications by participants or third parties.
- Wear and tear due to normal usage over time.
- Situations outside our control, such as natural disasters or other force majeure events.
How to Make a Warranty Claim
Our Commitment
Fortitude Essentials is dedicated to maintaining the highest standards in all aspects of our facilities. We value your trust and will always strive to ensure that our facilities meet your expectations and needs.
This warranty statement is a reflection of our commitment to providing a safe, accessible, and high-quality environment for all participants.
General Conditions
We reserve the right to deny Products or service to anyone at any time for any reason.
You acknowledge that your content (excluding credit card information) may be transferred unencrypted and involve (a) transmissions over multiple networks and (b) conformance and adaptation to the technical requirements of connecting networks or devices. Credit card information is always transmitted over networks using encryption.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion this website, use of the Product or Service, or access to the Product or Service, or any contact on the website through which the Product or Service is provided, unless we give you prior written consent.
Informational Accuracy, Completeness, And Timeliness
We are not responsible for any inaccuracies, omissions, or out-of-date information on this website. This website contains general information and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. You use the content on this website at your own risk.
This website could contain historical information. Historical information is necessarily out-of-date and is provided solely for your reference. We reserve the right to modify the information on this website at any time, but we are under no obligation to do so. You acknowledge that it is your responsibility to monitor modifications to our website.
Modifications To The Prices And Services
Our product and service prices are subject to change without prior notice.
We reserve the right to modify or discontinue the Product or Service (or any portion or content thereof) at any time and without prior notice.
For any modification, price change, suspension, or discontinuance of the Product Service, we shall not be liable to you or any third party.
Products Or Services
We reserve the right, but are not obligated, to restrict the sale of our products or Services to any individual, geographic region, or governing body. We may exercise this privilege on an individual basis. We reserve the right to place limits on the quantity of any products or services we provide. All product descriptions and prices are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product without prior notice. Any offer on this website for a product or service is void where prohibited.
We make no guarantee that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, nor that any errors in the Service will be fixed.
Intellectual Property
Fortitude Essentials Pty Ltd owns all intellectual property in the company products and services. Information purchased or service delivered is provided to you “as is” for your use and information for your business. Fortitude Essentials Pty Ltd reserves all rights.
You agree to indemnify us for any loss or damage we incur, or any commercial benefit you or any third party makes, from your breach of this clause
Errors, Inaccuracies And Omissions
On occasion, there may be typographical errors, inaccuracies, or omissions that relate to product descriptions, pricing, promotions, offers, product shipping fees, transit times, and availability. We reserve the right, without prior notice, to correct any errors, inaccuracies or omissions in any portion of the Service or on any related website, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time (including after you have submitted your order).
Unless required by law, we have no obligation to update, modify, or clarify information contained in the Product or Service or on any related website, including, but not limited to, pricing information. No specified update or refresh date should be taken to indicate that all information in the Product or Service or on any site associated with the Product or Service has been modified or updated.