The lived experience of receiving services as a National Disability Insurance Scheme participant in a rural area: Challenges of choice and control

Abstract

AbstractObjectiveTo explore the lived experience of people with a physical disability residing in a rural area and receiving services under the NDIS.SettingRural areas of New South Wales classified as Modified Monash Categories 3–7.ParticipantsSemistructured interviews were conducted with seven purposively sampled participants who self‐identified as having a physical disability, were receiving NDIS funding and lived in a rural area of NSW.DesignData collection and analysis were guided by hermeneutic phenomenology.FindingsWe interpreted three interrelated themes; Uncertainty of Access, Battling Bureaucracy and Improving Relationships and Independence. The themes articulate the essence of this phenomenon, Challenges to choice and control.DiscussionThe findings of this study suggest that while people with a physical disability living in rural NSW acknowledged positive changes to their everyday lives through the NDIS, there remains a sense of confusion, frustration and disconnection with the system. Burdensome, inconsistent and untimely communication with NDIS staff caused uncertainty with the process and required negotiation to resolve issues such as delays in funding, essential services or equipment modifications. The essence of Challenges to choice and control articulates what the person had to negotiate within their lifeworld. Further guidance and clarity for people with disabilities to access the NDIS system would ensure confidence to navigate the system and receive the essential supports they need.