hacc quality improvement strategy resource toolkit 2016 · hacc quality improvement strategy...

HACCQualityImprovementStrategyResourceToolkit2016

Level6,140BourkeSt,MelbourneVIC3000LockedBag32005,CollinsStreetEastVIC8006(03)[email protected]

HACCQualityImprovementStrategyResourceToolkit2016|i

Tableofcontents

1.1. Introductionandbackground..................................................................................................2

1.2. Whatisthepurposeoftheresourcetoolkit?..........................................................................2

1.3. Overviewoftheresourcetoolkit.............................................................................................2

1.4. Contentsandlayoutoftheresourcetoolkit............................................................................3

1.5. Whoshouldusetheresourcetoolkit?.....................................................................................3

1.6. TransitiontotheCommonwealthHomeSupportProgram.....................................................3

1.7. Requirementsforquality.........................................................................................................4

1.8. TheAustralianAgedCareQualityAgency(QualityAgency)....................................................6

2.1. Overviewofthissection..........................................................................................................8

2.2. Continuousqualityimprovementpractice..............................................................................8

2.3. Stengtheningyourqualitymanagementsystem.....................................................................9

2.4. Keyfeaturesofaneffectivequalitymanagementsystem.....................................................10

2.5. Monitoringyourorganisation’sCQIperformance.................................................................10

2.6. MeasuringCQIperformanceinyourorganisation................................................................12

2.7. IntegratedplanningtosupportCQI.......................................................................................12

3.1. QualityresourcesmappedtotheHomeCareStandards......................................................16Standard1:Effectivemanagement.......................................................................................16Standard2:Appropriateaccessandservicedelivery............................................................21Standard3:Serviceuserrightsandresponsibilities..............................................................25

4.1. Overviewofthissection........................................................................................................28

4.2. Continuousqualityimprovementplantemplate...................................................................28

4.3. Serviceuserfileaudit.............................................................................................................29

4.4. Stafffileaudittool.................................................................................................................29

4.5. Complaintsandfeedbackform..............................................................................................29

4.6. Complaintsandcomplimentstracker....................................................................................30

4.7. Continuousimprovementform.............................................................................................30

4.8. Stakeholderaudittool...........................................................................................................30

HACCQualityImprovementStrategyResourceToolkit2016|ii

Listofabbreviations

Abbreviation Definition

AHA AustralianHealthcareAssociates

ASM ActiveServiceModel

CHSP CommonwealthHomeSupportProgram

CQI Continuousqualityimprovement

DHHSortheDepartment VictorianDepartmentofHealthandHumanServices

DoH DepartmentofHealth(Commonwealth)

DSS AustralianDepartmentofSocialServices

HCPP HomeCarePackagesProgram

NDIA NationalDisabilityInsuranceAgency

NDIS NationalDisabilityInsuranceScheme

OHS OccupationalHealthandSafety

QIS DHHSortheDepartment’sQualityImprovementStrategy2016

QualityAgency AustralianAgedCareQualityAgency

1.Introductionandcontext

HACCQualityImprovementStrategyResourceToolkit2016|1

1. Introductionandcontext



1.1. Introductionandbackground

TheCommonwealthHomeSupportProgramme(CHSP)providesentry-levelhomesupportforolderpeoplewhoneedassistancetokeeplivingindependentlyathomeandintheircommunity.

From1July2016,theAustralianGovernmentwillassumefullfunding,policyandoperationalresponsibilityforVictorianHomeandCommunityCare(HACC)servicesandspecifiedepisodicspecialistdisabilityservicesforolderpeopleinVictoriatoformpartoftheCHSP.VictoriawillcontinuetofundHACCservicesforpeopleagedunder65years(under50yearsforAboriginalandTorresStraitIslanderpeople).

ThetransitionperiodforthetransferofVictorianHACCserviceproviderstotheCHSPhasbeenextended.Asaresult,VictorianHACCfundedagencieswillnotparticipateinaformalreviewagainsttheCommunityCareCommonStandards(nowknownasHomeCareStandards)duringthe2015–2016period.Inlieuofaformalqualityreviewprocess,theDepartmentofHealthandHumanServices(theDepartment),contractedAustralianHealthcareAssociates(AHA)todevelopanddeliveraseriesofqualityimprovementworkshopsandanaccompanyingresourcetoolkitforVictorianHACCserviceproviders.

1.2. Whatisthepurposeoftheresourcetoolkit?

Thisresourcetoolkit,inconjunctionwiththequalityimprovementworkshops,hasbeendevelopedtosupportVictorianHACCserviceproviderstocontinuetobuildonandconsolidatetheirContinuousQualityImprovement(CQI)effortsduringthetransitionperiodandbeyond.

ThetoolkitaimstosupportfundedagenciestocontinuetoaddresstherequirementsoftheHomeCareStandards.ItbuildsontheextensiveworkundertakenbytheVictorianHACCsectortodevelopqualitysystemsandprocessestoensurehighqualityservicesforserviceusersandprovidespracticaltoolstocontinuetomonitorandimprovequality.

Theresourcetoolkitisalsoavailableonlineatwww.ahaconsulting.com.au

1.3. Overviewoftheresourcetoolkit

ThetoolkitcontainsinformationandpracticaltoolswhichcanbeusedtohelpyourorganisationmonitorandimproveservicedeliverytocontinuetoaddresstherequirementsoftheHomeCareStandards.

Thetoolscanbeusedintheircurrentformoradaptedtosuityourorganisation’sCQIpurposes.

Thetoolsandinformationcontainedinthistoolkitareintendedasaresourceonly.Eachserviceproviderisencouragedtousethetoolsthatworkbestfortheminmonitoringandmeasuringquality.Thetoolsaredesignedtohelpyoubuildonyourexistingsystems.



1.4. Contentsandlayoutoftheresourcetoolkit

ThetoolkitcontainsarangeofqualityimprovementtoolsandprocessesthatcanbeusedtoplanandevaluateCQIactivities.Itisdividedintofoursections:

Section1:Introductionandcontext

Section2:Maintainingqualityandcontinuousqualityimprovement

Section3:ResourcesmappedtotheHomeCareStandards

Section4:Toolstosupportqualityplanningandmonitoring

1.5. Whoshouldusetheresourcetoolkit?

ThetoolkitisdesignedtobeusedbyabroadrangeofHACCserviceprovidersacrossarangeofsettings.ItcanbeusedbyserviceproviderswithdifferentlevelsofexperienceinCQI.Forserviceprovidersrequiringadditionalinformation,linkstoresourcesandreferencestofurtherreadinghavebeenprovided.

1.6. TransitiontotheCommonwealthHomeSupportProgram

FromJuly2016,VictorianHACCservicesforolderpeople(peopleaged65yearsandover,andAboriginalandTorresStraitIslanderpeopleaged50yearsandover)willtransitiontotheCHSPandwillbedirectlyfundedandmanagedbytheCommonwealthDepartmentofHealth(DoH).ThekeyCHSPguidancedocumentsaredescribedbelow.

TheCommonwealthHomeSupportProgrammeGuidelines

TheCHSPGuidelinesformthebasisofthebusinessrelationshipbetweenDoHandtheCHSPgrantrecipient.TheyprovideanoverviewoftheCHSPanditsrelatedactivities,selectioncriteria,performancemanagementandreportingprocesses.

CommonwealthHomeSupportProgramme–ProgrammeManual2015

TheCHSPProgrammeManual(2015)outlinestherequirementssupportingthedeliveryandmanagementoftheCHSP.Itisprimarilyintendedforusebygrantrecipients,andformspartoftheirGrantAgreement.

LivingWellatHome:CHSPGoodPracticeGuide

TheLivingWellatHome:CHSPGoodPracticeGuideisaresourceintendedtocomplementtheCHSPProgrammeManualforserviceproviders.Itdescribestheconceptsandprinciplesofwellness,reablementandrestorativecareapproachesinCHSPservicedelivery.Itbuildsonexistingexamplesofwellnesspracticesanddrawsoncommunications,capacity-buildingandtrainingresourcesthathavebeendevelopedoveranumberofyearsinAustraliaandoverseas.

MoreinformationaboutthetransitionalarrangementsforVictoriacanbefoundatwww.dss.gov.au/ageing-and-aged-care/programs-services/commonwealth-home-support-programme/victorian-hacc-transition



1.7. Requirementsforquality

TheHomeCareStandardswillapplytoVictorianHACCserviceprovidersforolderpeople(aged65yearsandover,andAboriginalandTorresStraitIslanderpeopleaged50yearsandover)throughoutthetransitionperiodandbeyond.

TheHomeCareStandardswillalsocontinuetoapplytoVictorianHACCserviceproviderswithfundsforyoungerpeople(peopleagedunder65years,andAboriginalandTorresStraitIslanderpeopleagedunder50years).TheywillalsoapplytoHACCproviderswhoregisterasNationalDisabilityInsuranceScheme(NDIS)providers.

HomeCareStandards

TheHomeCareStandardsweredevelopedjointlybytheAustralianGovernmentandstateandterritorygovernmentsaspartofbroadercommunitycarereformstosimplifyandstreamlinethewaycommunitycareisdelivered.TherearethreeHomeCareStandards:

Standard1:EffectiveManagment

Standard2:AppropriateAccessandServiceDelivery

Standard3:ServiceUserRightsandResponsibilities

Eachstandardconsistsofaprincipleandanumberofexpectedoutcomes.Thereare18expectedoutcomesacrossthethreestandards.ThestandardsareoutlinedinFigure1-1.



Figure1-1:TheHomeCareStandards



1.8. TheAustralianAgedCareQualityAgency(QualityAgency)

InJuly2014,theAustralianAgedCareQualityAgency(theQualityAgency)assumedresponsibilityforconductingqualityreviewsofagedcareprovidersfundedundertheCHSPandtheHomeCarePackagesProgramme(HCPP).From1July2016,theQualityAgencywillalsoberesponsibleforthequalityreviewsofHACCservicesfundedundertheCHSPinVictoria.TheAgencywillassessallorganisationsreceivingCHSPfundingundertheHomeCareStandards.

ArrangementsforwhichbodywillconductqualityreviewsofVictorianserviceprovidersforyoungerpeopleduringthetransitionperiodhavenotyetbeendetermined.

TheQualityAgency–someusefulresources

TheQualityAgency’swebsiteprovidesarangeofusefulinformationandtoolstoassistorganisationstoplanforqualityimprovement.TheQualityAgencywebsitecanbefoundat:www.aacqa.gov.au

ToolsandresourcesfromtheQualityAgency’swebsitethatmaybeofparticularusetoHACCfundedagenciesinclude:

• QualityReviewGuidelines:TheHomeCareQualityReviewGuidelinesprovideinformationabouthomecarequalityprocessesincludingqualityreviews,assessmentcontactsandcontinuousimprovement.Theyaredesignedtoassistproviderstoprepareforvisitsandtodemonstratecontinuousimprovementintheircareandservicesforcarerecipients.

• SelfAssessmentTool:Thistoolisnotmandatory,buttheQualityAgencydoesrequireproviderstouseselfassessmenttoolsormethodsthatcovertheinformationinthistemplateataminimum.

• HomeCarePlanforContinuousImprovement:TheQualityReviewGuidelinesnotethatintheeventthataqualityreviewfindsthataserviceproviderhasnotmetall18expectedoutcomes,thenthatserviceproviderisrequiredtosubmitaplanforcontinuousimprovement.Providersdonotneedtousethistemplateiftheyhaveanalternativetemplate,howevertheAgencydoesrequireproviderstocovertheinformationinthistemplateataminimum.AnexampleofaQualityImprovementPlanisprovidedinSection4ofthistoolkit.

• PracticesandProcessesGuide:ThisguidedescribesthepracticesandprocessestheQualityAgencymaylookatwhenreviewingorganisationsagainsttheHomeCareStandards.

2.Maintainingqualityandcontinuousqualityimprovement


2. Maintainingqualityandcontinuousqualityimprovement



2.1. Overviewofthissection

Thissectionprovidesusefulstrategiestoassistserviceproviderstomaintaintheirqualitymanagementsystemsandtoembedcontinuousqualityimprovementpracticeswithintheirorganisations.

2.2. Continuousqualityimprovementpractice

Continuousqualityimprovement(CQI)isaboutmakingongoing(continuous)effortstoimprovethequalityofservicesandoutcomesforserviceusers.CQIfocusesonimprovingsystemsratherthanontheperformanceofpeople.CQIisusedinmanytypesoforganisationsasamethodofleadershipandmanagement;itisusedtoassesshowwellsystemsareworkingtobringaboutsustainedimprovement.

KeyfeaturesofCQIinclude:

• Accountability

• Linkingevaluationtoplanning

• Achievingimprovementthroughincrementalsteps

• Commitmentandinputfromalllevelsofstaff,managementandotherstakeholders

• Commitmenttoteamwork

• Continuousreviewofprogress.

ThebenefitsofCQIinclude:

• Improvedaccountability

• Enhancedstaffmorale

• Improvedservicesforclients

• Abilitytorecogniseandmeetchangesinserviceusers’needs

• Enhancedinformationmanagement,clienttrackinganddocumentationsystems.

AvarietyofpeopleshouldbeinvolvedinCQI,including:

• Serviceusers,familiesandcarers

• Servicemanagement

• Stakeholders

• Staffandvolunteers.



2.3. Stengtheningyourqualitymanagementsystem

Whilemostserviceprovidersbelievetheyprovideagoodservice,thiscanbedifficulttodemonstratewithoutaneffectivequalitysystem.

Aneffectivequalitysystemincludessystemsandprocessesto:

• Clearlyidentifytheneedsandexpectationsofserviceusers

• Plananddelivertheagreedservices

• Checkthattheservicesdeliveredmeetstakeholders’needsandexpectations

• Checkthattheservicesdeliveredarereliableandofaconsistentlyhighstandard.

Qualitymanagementreferstotheserviceprovider’sprocessesformaintainingandimprovingthequalityofservicedeliveryandoperations,withtheintentofprovidingthebestpossibleexperienceandoutcomesforserviceusersandotherstakeholders,aswellasforstaff.

Qualitymanagementprocesseshelpserviceproviderstounderstandwhatisworkingwell,identifywhereimprovementsareneeded,andimplementimprovementactionsasrequired.Theyalsohelpinsupportingongoinginnovations.Theseprocessesincludedevelopmentofpoliciesandprocedurestoguidepractice,feedbackandconsultationwithserviceusersandstakeholders,andself-assessmentofperformanceandcompliancewiththeHomeCareStandards.

Aqualitymanagementsystemistherangeofqualitymanagementprocessesusedbyanorganisationinanintegratedandcoordinatedway.Itinvolvesdocumentingriskcontrolsintheformofpolicies,proceduresandworkinstructions.Recordsreflecttheimplementationofthedocumentedprocessesandprovideevidencetosupportthecompliance,orotherwise,withthedocumentedriskcontrol.

Developmentofaneffectivequalitymanagementsystembeginswithdocumentinghowplanning,implementingandmonitoringpracticeswilloccurtosupportongoingimprovements.Developinganorganisation-widecontinuousimprovementpolicywillsupportamoresystematicapproachtodatacollection,analysisandimprovment.Acontinuousimprovementpolicyshouldincludeprocessesforinternalreportinganddataanalysis,informationaboutwhointheorganisationwillanalysethedataandhowtheinformationcollectedwillbeusedtosupportservicedeliveryimprovementsovertime.



2.4. Keyfeaturesofaneffectivequalitymanagementsystem

Aneffectivequalitymanagementsystemmusthaveprocessestoensurethatopportunitiesforimprovementareidentified,documentedandreported,andthattheactiontakenistimelyandappropriate.Theseprocessesincludebutarenotlimitedto:

• Serviceuserandkeystakeholderfeedbackprocesses

• Serviceusercomplaintprocesses

• Incidentandaccidentreporting

• Identificationofhazards

• Staffappraisalprocesses

• Staffgrievanceanddisciplinaryprocesses

• Afileauditingprocess

• Compliancewithlegislativeandregulatoryrequirements

• Opportunitiestoidentifyinnovation.

Forexample,improvementsmaybeundertakeninresponsetothefindingsofserviceuserfileaudits.Fileauditsareaqualityactivitythatinvolvescheckingthatwhatstaffdoinpracticematcheswhatiswritteninpoliciesandprocedures.Serviceuserfileauditsmightfocusonpracticesaroundassessment,careplanningand/orreviewofserviceuserneeds.Stafffileauditsmaylookatselection,recruitmentandinductionprocesses.

2.5. Monitoringyourorganisation’sCQIperformance

WhiletheexternalqualityreviewprocessprovidesopportunitytodemonstratecompliancewiththeHomeCareStandards,itisimportantthatallorganisationscontinuetomonitortheirCQIperformanceonanongoingbasis.SomemethodsformonitoringperformanceareidentifiedinSection2.4above.TheQualityCyclebelowprovidesausefulapproachtoplanning,monitoringandimprovingyourorganisation’squalitysystems.



Thequalitycycle

AqualitycyclecanbeusedtoguideCQIimplementation.ThemodelshowninFigure2-1isthefourphasePlan-Do-Check-Actcycle.Thismodelcanassistserviceproviderstoapplycontinuousimprovementtotheiroperations.ItalsohelpsthemtoconsiderCQIasanintergralpartofgoodmanagement,ratherthanastandaloneactivity.Thefourstepsareoutlinedbelow.

Figure2-1: Plan-Do-Check-Actcycle

Step1:Plan Planwhatitisthatyouwanttochangeorachieve.Workoutwhatthegoalisandthenwhatyouneedtodotomeetit.

Step2:Do Putinplacethesystemsandprocessestomakethechangeorreachthegoal.

Step3:Check Lookattheresults.Didthechangehavethedesiredeffect?Wasthegoalachieved?

Step4:Act Ifthelaststep(check)foundthatthechangewasworkingorthegoalwasachieved,continuewithimplementingitintoyoursystems.Ifthelaststepfoundthatthechangewasnotworkingorthegoalwasnotachieved,youwillneedtodecidewhyitdidnotworkandrepeatthecycle,startingbyplanningwhatyouneedtodo.

Selfassessmentprocess

Selfassessmentisanotherwayforservicestoidentifypotentialimprovementsinsystemsandprocesses.AsapartoftheQualityAgencyexternalreviewprocess,allserviceproviderswillberequiredtocompleteaselfassessment.

Selfassessmentinvolvesaservicelookingatthesystemsandprocessesithasinplacetomeetparticularstandardsand/orregulatoryrequirements(inthiscase,theHomeCareStandards).Selfassessmentcanhelpidentifywhenorwherethereisadeviationfromthedocumentedprocess(riskcontrols),andwhetheraparticularprocessorpracticeishavingapositiveornegativeeffectontheorganisationoroutcomes.Sometimesselfassessmentcanidentifytheneedtochangethedocumentedprocesstoreflectpracticesasstaffoftenimprovepracticesovertime.

ImprovedServiceuser

outcomes

Plan

Do

Check

Act



MoreinformationabouttheselfassessmentrequiredbytheAustralianAgedCareQualityAgencycanbefoundatwww.aacqa.gov.au.

2.6. MeasuringCQIperformanceinyourorganisation

Inordertomonitorandevaluateyourorganisation’sCQIactivites,itisimportanttoselectperformancemeasuresthatareappropriatetothesituation.Thesecanincludebothqualitativeand/orquantitativemeasures.

TherearenomandatoryperformancemeasuresfortheHomeCareStandards.Serviceprovidersareencouragedtodeveloptheirowndatacollectionandperformancemeasuresrelevanttotheirneedsandsituation.Table2-1providesexamplesofpotentialperformancemeasuresforStandard1:EffectiveManagement–ExpectedOutcome1.5:ContinuousImprovement.

Table2-1: Exampleperformancemeasures

HomeCareStandard1:EffectiveManagement–ExpectedOutcome1.5:ContinuousImprovement

Typeofmeasure

Aup-to-dateimprovementplan Qualitative

Numberoffeedbackformsfromkeystakeholdergroupsandproportionofgroupprovidingfeedback

Quantitative

Proportionoffeedbackformsresultinginanimprovement Quantitative

Numberofinternalauditsconducted Quantitative

Numberofsurveysandresultsofsurveys Quantitative

Afulllistofperformancemeasuresthatcouldbeusedtomonitorperformanceanddemonstratequalityservicecanbeaccessedat:SomeExamplePerformanceMeasuresfortheHomeCareStandardsExpectedOutcomes(Section4,pages60–63oftheGuidetotheCommunityCareCommonStandards).

2.7. IntegratedplanningtosupportCQI

Aqualityimprovementplanisonewayofmonitoringprogresstowardcompletingimprovementneeded.Theplanshouldinclude:

• Clearidentificationoftheissue

• Recommendedactiontoaddresstheissue

• Responsibilityandtimeframeforaction

• Datecompletedandoutcomeoftheaction.

Itisimportanttoincludedatesintheplantohelpensurethatthereisatimelyresponsetoareasforimprovementinrelationtothelevelofriskidentified.



Thequalityimprovementplancanbeusedasacentralrepositoryforallqualityimprovementactivitesacrossyourorganisation,including(butnotlimitedto):

• AreasforimprovementidentifiedthoughaselfassessmentprocesstoaddresstheHomeCareStandards

• Diversityplanning

• ActiveServiceModel(ASM)plannedimprovements

• Trainingandworkforcedevelopment.

Byintegratingallqualityimprovementactivitiesontoacentralqualityimprovementplan,thesynergiesandlinksbetweentheseactivitescanbemorereadilyidentified,whichislikelytoleadtoamorecollaborativeapproachtoCQIacrosstheorganisation.

AqualityimprovementplantemplateisprovidedinSection4.


Thispageisleftblankintentionally.


3. QualityresourcesmappedtotheHomeCareStandards

3.QualityresourcesmappedtotheHomeCareStandards


3.1. QualityresourcesmappedtotheHomeCareStandards

ThissectionprovidesVictorianHACCserviceproviderswithaguidetothetypesofevidencetheycouldusetodemonstatetheyaremeetingtheHomeCareStandards.Inaddition,arangeofqualityimprovementresourceshavebeenmappedtotherequirementsofeachofthethreeHomeCareStandards.TheresourcescomefrombothCommonwealthandVictorianGovernmentsourcesandencompassprogramandregulatoryrequirements.Thelistisnotexhaustivebutservesasaguideforserviceproviders.

Untiltransitionon1July2016theVictorianHACCProgramManualprovidestheguidelinesandrequirementsfororganistionsdeliveringHACCservicesinVictoria.From1July2016,theHACCProgramManualwillcontinueastheguidelinesfororganisationsfundedtodeliverservicesundertheVictorianHACCprogramforyoungerpeople(agedunder65andAboriginalpeopleagedunder50).Theseguidelineswillbeupdatedtoreflectthenewarrangements,asdetailsofthesearrangementsbecomeavailable.

Servicesforolderpeople(peopleagedover65andAboriginalandTorresStraitIslandersagedover50)willbefundedandadministeredundertheCHSP.CHSP-fundedorganisationswillneedtocomplywiththerequirementsoutlinedintheirgrantagreementandsupportingdocuments,includingtheCHSPManualandGuidelines.

Standard1:Effectivemanagement

Theserviceproviderdemonstrateseffectivemanagementprocessesbasedonacontinuousimprovementapproachtoservicemanagement,planninganddelivery.

Expectedoutcome Evidenceexamples Usefulresources

1.1CorporategovernanceTheserviceproviderhasimplementedcorporategovernanceprocessesthatareaccountabletostakeholders

• Documentedgovernancearrangements,including:− Rolesandresponsibilities(orrules/termsofreference)

oftheboardand/ormanagementcommitteeand/orseniorexecutives

− Boardpolicies,includingdelegationprocesses− Recordsrelatedtoboardand/ormanagement

committeeand/orseniorexecutivemeetings

Victorian:

• VictorianHACCFeesPolicyandFeesSchedule

• HACCprogrammanualdiverstiyplanning




• Orientationandtrainingrecordsforboardand/ormanagementcommitteemembersand/orseniorexecutives

• Audits,reportsandplans• Recordsofcompliancewithcontractualobligationsand

service/fundingagreements(e.g.reportingrequirements)• Organisationalplanandotherplanningdocuments(CQI

plan,activeservicemodelagencyimplementationplans,diversityplan,strategicplan)

• Budgetsandfinancialreports

Commonwealth:

• GovernanceInstituteofAustraliaGoodGovernanceGuides

1.2RegulatorycomplianceTheserviceproviderhassystemsinplacetoidentifyandensurecompliancewithfundedprogramguidelines,relevantlegislation,regulatoryrequirementsandprofessionalstandards.

• Procedurestoidentifyandmonitorregulatorycompliance,including:− Ongoingidentificationofrelevantregulationsand

legislation− Identificationoffundingagreementandprogram

guidelinerequirements− Internalauditresultstomonitorcompliancewith

relevantlegislation− Reviewsandupdatestopoliciesandproceduresto

reflectchangesinlegislativerequirements− Communicationofchangestostaff,volunteers,and

whereapplicable,serviceusers• Appropriatepoliciesandprocedurestoreflectlegislative

requirements(e.g.occupationalhealthandsafety,equalemploymentopportunity,superannuation,awards,privacy,insurances,foodsafety,policechecks,etc.)

• Policecheckregistersandprocessestoensurethatallstaffandvolunteershavepolicechecksasrequiredbyprogramguidelinesandapplicablelegislation

Victorian:• Reportinganddata• HACCintransition:Datacollectionfor

theCHSPandHACC• VictorianHACCProgramManual• Serviceagreementinformationkit

(2011)• Incidentreportinginstruction(DH

2013)

Commonwealth:• DSSCHSPreportingrequirements• AgedCareAct1997 /

AccountabilityPrinciples2014




1.3Informationmanagementsystems

Theserviceproviderhaseffectiveinformationmanagementsystemsinplace.

• Recordsstorageareas• Storageofserviceuserrecordsincludingassessments,

reassessments,recordsofcare/services,medicationrecords,servicedeliverydata,complaintsrecords,accidentandincidentrecords

• Processesforserviceuserstoaccesstheirinformation• Systemsforeducatingandtrainingstaffandvolunteersin

theuseofpoliciesandproceduresandstrategiesforinformingstaffandvolunteersofupdatestopolicy,proceduresandorganisationchange

Victorian:• Reportinganddata• HACCintransition:Datacollectionfor

theCHSPandHACC

Commonwealth:

• TheMyAgedCareproviderportal:informationforserviceproviders

• DataExchangewebsite(DSS)

1.4Communityunderstandingandengagement

Theserviceproviderunderstandsandengageswiththecommunityinwhichitoperatesandreflectsthisinserviceplanninganddevelopment.

• Informationonthecommunityprofile• Informationonserviceusers• Theprocessforidentifyinggapsinservicedelivery• Recordsofconsultationswithserviceusersandkey

communitygroupsorpeople(suchasminutesofmeetings,focusgroups,etc.)

• Recordsofparticipationinnetworks/linkswithotherserviceproviders(suchasinteragencymeetings)

• Collectionanduseofconsumerfeedbackforqualityimprovement

• Policiesandprocedures

Victorian:• DiversityPlanningandPractice

Commonwealth:

• ABSinformationonlocaldemographics

• LocalgovernmentandcommunityengagementinAustralia




1.5ContinuousimprovementTheserviceprovideractivelypursuesanddemonstratescontinuousimprovementinallaspectsofservicemanagementanddelivery.

• Internalauditreports• Programevaluations• Activeservicemodelagencyimplementationplans• Diversityplan

Victorian:

• VictorianHACCProgramManualPart1:HACCQualityFramework

• ASMimplementationproforma2014-2015:informationsheet

• DiversityPlanningandPractice• ThePlanDoStudyAct(PDSA)model

forimprovementprojectworkbook• Servicecoordinationcontinuous

improvementframework2012

Commonwealth:

• TheQualityAgencyhome-care-assessment-toolhttps://www.aacqa.gov.au/for-providers/home-careTheQualityAgencyContinuousQualityImprovementPlan

• TheQualityAgencyContinuousQualityImprovmentinformationSheet

1.6RiskmanagementTheserviceproviderisactivelyworkingtoidentifyandaddresspotentialrisk,toensurethesafetyofserviceusers,staffandtheorganisation.

• Proceduresandtoolsforassessmentandcareplanningrelatingtoidentifyingandaddressingoccupationalhealthandsafety(OHS)risks

• Fileauditsthatconfirmcompletedriskassessmentse.g.homesafetyassessments

Victorian:• HACC-program-manualPart1• Vulnerablepeopleinemergencies

policyandguidelines




• Appropriatemethodsusedtocontrolriskssothatserviceprovisioncanoccur

• Incident/accident/hazardreports

Commonwealth:

• RiskmanagementforEmergencyEventsinAgedCare(DSS)

• Emergencypreparedness:clientsandservicespolicySummer2012-13(DSS)

• Guideforcommunitycareserviceprovidersonhowtorespondwhenacommunitycareclientdoesnotrespondtoascheduledvisit

1.7HumanResourceManagementTheserviceprovidermanageshumanresourcestoensurethatadequatenumbersofappropriatelyskilledandtrainedstaff/volunteersareavailableforthesafedeliveryofcareandservicestoserviceusers.

• Dutyofcarestatement• Registerofcurrentstaffqualifications–checkedand

updated• Trainingneedsanalysis,orientationandtrainingrecordsfor

staffandmanagers• Policeandotherchecks(asperCHSPguidelines)• SupervisionprocessesforHACCfundedemployees,

volunteersandvocationalstudentsinalloccupationalroles• Employees,volunteersandvocationalstudentsworking

withserviceusersunder18holdaWorkingwithChildrenCard

• Recruitmentreflectsagencypromotionofactiveageingandawellnessapproach

Victorian:

• VictorianHACCProgramManualPart1(Employeeandrelatedrequirements)

• InductionResourceforHACCAssessmentServices(MunicipalAssociationofVictoria)

• VictorianHACCEducationandTrainingService

• SupportingvolunteerstotakeanActiveServiceApproach:aresourcekitforVictorianHomeandCommunityCareservices.

Commonwealth:• PoliceCertificateguidelinesforaged

careproviders(DSS)




1.8PhysicalresourcesTheserviceprovidermanagesphysicalresourcestoensurethesafedeliveryofcareandservicestoserviceusersandorganisationpersonnel.

• Assestregister• Maintenanceprogramsforvehicles• Staff/volunteertraininginuseofequipment• Theservicedeliveryenvironment

Standard2:Appropriateaccessandservicedelivery

Eachserviceuser(andprospectiveserviceuser)hasaccesstoservicesandserviceusersreceiveappropriateservicesthatareplanned,deliveredandevaluatedinpartnershipwiththemselvesand/ortheirrepresentative.


2.1ServiceaccessEachserviceuser’saccesstoservicesisbasedonconsultationwiththeserviceuser(and/ortheirrepresentative),equity,considerationofavailableresourcesandprogrameligibility.

• Referralrecords• Intakeprocessesthatpromoteapersoncentred,activeservice

modelapproach(useofMyAgedCarepathwaywhereappropriate)

• DiversityPlan• Workingwithaccessandsupportorganisations• Informationforpotentialserviceusersontheservices

available,theservicetargetgroupandeligibilityinaccordancewithfundingagreements/guidelines.Thediversityofserviceusersisconsidered

• Timelinessofassessments/intakeandprovisionofservices• Informationonotherrelevantcommunityservices• Waitinglistandprocessestoadviseserviceusersabouttheir

positiononthelist

Victorian:

• VictorianHACCProgramManualPart3(TheVictorianapproachtocare:theactiveservicemodelandAccessandSupport)

• Strengtheningassessmentandcareplanning:AguideforHACCassessmentservicesinVictoria(DepartmentofHealth)

• HACCaccessandassessment• HACCProgramManualPart3:Access

andSupport• CreatingGLBTIinclusiveHomeand

CommunityCareServices:TheHACCPack




• Internalqualityprocesses,includingauditsofserviceusers’filesinrelationtoeligibility

Commonwealth:• CHSPProgrammeManualChapter3• CHSPClientcontributionframework• MyAgedCarewebsite

2.2AssessmentEachserviceuserparticipatesinanassessmentappropriatetothecomplexityoftheirneedsandwithconsiderationoftheirculturalandlinguisticdiversity.

• Thesuitabilityofassessmenttoolsforconductingassessmentsofserviceusersandtheircarer(whenrequired),includingservice-specificassessments

• Theskills,competenciesandtrainingundertakenbystaffcompletingtheassessmentsofserviceusers

• Completedassessments,including:− Timelinessofassessmentsincludingrespondingtothe

referralorinitialcontactandschedulingandcompletingtheassessment

− Considerationofspecialneedsgroups− Involvementoftheserviceuserand/orrepresentative− Completenessoftheassessment− Qualityoftheassessmentinidentifyingrequired

care/services

Victorian:• VictorianHACCProgramManualPart2

(Servicecoordination,assessmentandcareplanning)

• VictorianHACCProgramManualPart3(LivingatHomeAssessment)

• FrameworkforassessmentintheHACCprograminVictoria(2007)

• Strengtheningassessmentandcareplanning:AguideforHACCassessmentservicesinVictoria(DepartmentofHealth)andassociatedworkbook

• StrengtheningdiversityplanningandpracticeinHomeandCommunityCare–planningguide

• StrengtheningagedcareassessmentsforAboriginalconsumers:aguideforagedcareassessmentsforAboriginalconsumers

• CreatingGLBTIinclusiveHomeandCommunityCareServices:TheHACCPack

• HACCLivingatHomeassessmenttool




• PlannedActivityGroups–Makeitmeaningful:assessmentandcareplanningguidelinesandtools

Commonwealth:• EstablishmentoftheMyAgedCare

RegionalAssessmentService(RAS)• WhattheMyAgedCareRegional

AssessmentServicemeansforCHSPproviders

• CHSPProgrammeManualChapter3

2.3CarePlandevelopmentanddelivery

Eachserviceuserand/ortheirrepresentative,participatesinthedevelopmentofacare/serviceplanthatisbasedonassessedneedsandisprovidedwiththecareand/orservicesdescribedintheirplan.

• Careplantemplatesthatreflectagoaldirected,individualisedapproach

• Serviceuserfilesshouldinclude:− Careplan/serviceplanthatreflecttheclient’sassessed

needsandbuildontheirinterests,strengths,aspirationsandgoals

− Careplansthatreflectconsumer(andcarer)involvementindecisionmaking

− CareplansareprovidedtotheclientandallparticipantsintheclientplanincludingtheCommunitySupportworker

Victorian:• VictorianHACCProgramManualPart2

(Servicecoordination,assessmentandcareplanning)

• Strengtheningassessmentandcareplanning:AguideforHACCassessmentservicesinVictoria(DepartmentofHealth)

• Goal-directedcareplanningtoolkit• PlannedActivityGroups–Makeit

meaningful:assessmentandcareplanningguidelinesandtools

Commonwealth:• CHSPGoodPracticeGuide(Livingwell

athome)• QualityofCarePrinciples2014




2.4ServiceuserreassessmentEachserviceuser’sneedsaremonitoredandregularlyreassessedtakingintoaccountanyrelevantprogramguidelinesandinaccordancewiththecomplexityoftheserviceuser'sneeds.Eachserviceuser’scare/serviceplansarereviewedinconsultationwiththem.

• Processesforformallyandinformallymonitoringtheeffectivenessofcareplansandanychangesinhealthandwellbeingofthepersonortheircarer

• Thatreviewsareoccurringtocheckonprogresstowardsgoalsandimplementationofthecareplan

• Thatinformationisactedonandreassessmentsoccurinatimelymannerwhenrequired

Victorian:• Strengtheningassessmentandcare

planning:AguideforHACCassessmentservicesinVictoria(DepartmentofHealth)

2.5ServiceuserreferralTheserviceproviderrefersserviceusers(and/ortheirrepresentative)tootherprovidersasappropriate.

• Linksandprotocolswithotherserviceproviders• Processesforensuringtheconsentofserviceusersortheir

representativestoreferralsandtothesharingofinformationbetweenagencies

• Coordinationprocessesbetweenagenciesthatensureserviceuser’sneedsaremetincluding:− Informationsharing(withconsentfromserviceuser)− Caseconferencing− Documentingofcareresponsibilitiesofotherservice

providersintheserviceusercarerecord− Provisionofsupportforserviceusersduringthetransition

tootherservices− Participationinserviceprovidernetworks(wheretheyare

established)− Referralformsorotherinformationonreferrals,suchas

inserviceusercarerecords− Policiesandprocedures

Victorian:• PrimaryCarePartnerships• HACCProgramManualPart2:Service

coordination,assessmentandcareplanning

• VictorianServiceCoordinationPracticeManual

• Servicecoordinationtooltemplatesandonlinelearningmodule



Standard3:Serviceuserrightsandresponsibilities

Eachserviceuser(and/ortheirrepresentative)isprovidedwithinformationtoassistthemtomakeservicechoicesandhastheright(andresponsibility)tobeconsultedandrespected.Serviceusers(and/ortheirrepresentative)haveaccesstocomplaintsandadvocacyinformationandprocessesandtheirprivacyandconfidentialityandrighttoindependenceisrespected.


3.1InformationprovisionEachserviceuser,orprospectiveserviceuser,isprovidedwithinformation(initiallyandonanongoingbasis)inaformatappropriatetotheirneedstoassistthemtomakeservicechoicesandgainanunderstandingoftheservicesavailabletothemandtheirrightsandresponsibilities.

• Serviceuserinformationprovisionincludes:− RightsandResponsibilities− Privacy− Serviceaccess− Fees− Considerationofspecialneedsgroups− Complaintsandfeedbackmechanism− Processestoperiodicallyremindserviceusersofthis

information− Recordstoevidencethatacomplaintspolicyprovidedto

serviceusers

Victorian:• HACCActiveServiceModel

communicationsresources• HomeandCommunityCare(HACC)

StatementofRightsandResponsibilities

Commonwealth:• CHSPProgrammeManualChapter5• MyAgedCare

3.2PrivacyandconfidentialityEachserviceuser’srighttoprivacy,dignityandconfidentialityisrespectedincludinginthecollection,useanddisclosureofpersonalinformation.

• Recordstoevidencethatinformationaboutprivacyandconfidentialityhavebeenprovidedandexplainedtoserviceusers,carersandfamilies

• Completedconsentforms• Arrangementsforpeoplewithspecialneeds• Policyandproceedures

Victorian:• VictorianInformationPrivacyAct2000• HealthRecordsAct2001• LocalGovernmentAct1989

3.3Complaintsandserviceuserfeedback

Complaintsandserviceuserfeedbackaredealtwithfairly,promptly,confidentiallyandwithoutretribution.

• Processformanagingcomplaints• Informationoncomplaintsandfeedbackprocessesprovided

toserviceusersand/ortheirrepresentatives

Victorian:• VictorianHACCProgramManualPart1:

VictorianHACCProgramComplaintsPolicy

• EMRHACCAllianceConsumerFeedbackToolkit




Commonwealth:• CHSPProgrammeManualChapter5• AgedCareComplaintsScheme

3.4AdvocacyEachserviceuser’s(and/ortheirrepresentative’s)choiceofadvocateisrespectedbytheserviceproviderandtheserviceproviderwill,ifrequired,assisttheserviceuser(and/ortheirrepresentative)toaccessanadvocate.

• Processtoensureserviceuserscanaccessanadvocateoftheirchoice

• Informationontherighttohaveanadvocate• Arrangementsforpeoplewithspecialneeds• Staff/volunteertraining

Victorian:• ElderRightsAdvocacy• HACCprogrammanual

Commonwealth:• AgedCareAdvocacy(DSS)

3.5IndependenceTheindependenceofserviceusersissupported,fosteredandencouraged.

• Activeservicemodelagencyimplementationplans• Careplanningprocesses

Victorian:• PuttingtheActiveServiceModelinto

practice• Strengtheningassessmentandcare

planning:AguideforHACCassessmentservicesinVictoria

• Enablingtheuseofeasylivingequipmentineverydayactivities

• ResourceforprovidersofHACCandprimaryhealthservices:howtheASMandICDMpoliciesalign(DH)

• RDNSMedicationremindercards

Commonwealth:• CHSPProgrammeManual• CHSPGoodPracticeGuide(Livingwell

athome)

4.Qualityimprovementtools


4. Qualityimprovementtools



4.1. Overviewofthissection

Thissectioncontainsarangeofpracticalandeasytousetoolstosupportassessing,planningandmonitoringqualityinyourorganisationagainsttheHomeCareStandards.Internalauditingisawayofcheckingthatpracticeisbeingimplementedasplanned;thatis,accordingtotheorganisation’spolicyandprocedures.Dataiscollectedusinganinternalaudittool.SmallerdatacollectiontoolsmayaddressoneprocessoranumberofprocesseswhichrelatetooneormoreHomeCareStandards.

Thesectioncontainsthefollowingaudittoolstoassistyourorganisationtocollectinformationtoallowyoutomonitorandimprovethequalityofyourservices:

• Continuousqualityimprovementtemplate

• Monitoringandmeasuringtools:

− Serviceuserfileaudittool

− Staff/volunteersfileaudittool

− Complaintsandfeedbackform

− Continuousimprovementform

− Stakeholderfeedbacktool

Eachtoolisdescribedbelow.Blanktemplatesareprovidedattheendofthissectionforuseormodificationbyserviceproviders.

4.2. Continuousqualityimprovementplantemplate

ThiscontinuousqualityimprovementplantemplateisdesignedtoassistserviceproviderstorecordandmonitoractionsforimprovementidentifiedthroughaselfassessmentagainsttheHomeCareStandardsaswellasotherareasforimprovementidentifiedthroughreviewingotherpracticesandprocess(forexample,reviewingdiversityplanningandactiveservicemodelactivities).

Itissuggestedthatthetemplatebeusedinconjunctionwithaselfassessmenttool.TheselfassessmenttoolprovidedbytheQualityAgencyisausefulresourcetosupportserviceprovidersinundertakingaselfassessmentagainsttheHomeCareStandards(availableatwww.aacqa.gov.au/for-providers/home-care).

Aboutthequalityimprovementplantemplate

Whereanimprovementopportunityisidentified,itisimportanttorecordthisonaqualityimprovementplan,andtoplanimprovementactivities.Thetemplateprovidesastructuredwayto:

• Recordareasforimprovement,suchasidentifieddeviationsfromthedocumentedprocess

• Outlinetheplannedactions/taskstobeundertaken

• Allocateresponsibilityforimprovementactivitiestorelevantpeopleinyourorganisation

• Prioritiseimprovementactivitiesbasedonanassessmentoftheimpacttheywillhaveforyourorganisationandthepeoplewhouseyourservices

• Setrealistictimeframesforthecompletionoftasks



• Monitor,measureandreportontheeffectivenessoftheimprovements.

Oncedevelopedandimplemented,thisplanprovidesabasisforassistingserviceproviderstomonitorongoingimprovementactivites.

Acontinuousimprovementplanshouldreflecttheongoingeffortfromanorganisationtoimproveprocessesandservicedeliveryforserviceusers.Anexampleoftheinformationthatmightbeincludedinaplanareprovidedinthetemplateattheendofthissection.Pleasedeletebeforebeginningyourplan.

4.3. Serviceuserfileaudit

Afileauditinvolveslookingatthedocumentsinaserviceuserfiletocheckthattheyarecompletedasrequiredbyyourorganisation’spoliciesandprocedures.Thisusuallyinvolvesusinganaudittool,whichissimilartoachecklisttorecordtheauditfindings.

Theauditfindingsarethenreportedandanynecessaryactiontakenwhereanopportunityforimprovementindocumentationisidentified.Howthereportingandfollowupoccurswilldependonyourorganisation’squalitysystem.Forexample,amanagermightselectonefileoroneprocesseachfortnighttoauditanddiscusstheresultsatstaffmeetings.

Anexampleofaserviceuserfileaudittoolisprovidedattheendofthissection.

4.4. Stafffileaudittool

Aninternalstafffileaudittoolhelpstomeasurewhetherpracticeandprocessmatchtheorganisation’shumanresourcepolicy,proceduresandworkinstructions.

ThedirectcarestafffileaudittoolprovidedattheendofthissectionrelatestoHomeCareStandard1:EffectiveManagement–ExpectedOutcome1.7:HumanResourceManagement.

4.5. Complaintsandfeedbackform

Effectivequalitymanagementsystemsincludeacomplaintsandfeedbacksystemforserviceusers.Standard3:ServiceUserRightsandResponsibilitiesoftheHomeCareStandardssetsouttheexpectationsforaserviceusercomplaintsandfeedbackmechanism.

Thisformprovidedattheendofthissectioncanbeusedoradaptedbyserviceproviderstoprovideaneasyandaccessiblewayforcarerecipients,familymembers,representativesandotherstoprovidefeedbacktotheservice,includingcomplimentsandcomplaints.AComplaintsActionFormisalsoincluded,whichcanbeusedtorecordthecomplaintreceivedandtheactionundertakenbytheorganisationtoresolvetheissue.Theissueshouldalsoberecordedontheorganisation’scontinuousqualityimprovementplan.



4.6. Complaintsandcomplimentstracker

Thisdocumentassistsserviceproviderstotrackallcomplaintsandcomplimentsreceivedbytheirserviceandusethisinformationtoinformcontinuousimprovementactivities.Thetemplateisdesignedtocapturede-identifiedinformationaboutcomplaintscollectedviathecomplaintsandfeedbackform.

4.7. Continuousimprovementform

Anexamplecontinuousimprovementformisprovidedattheendofthissection.ReaderscanrefertoSection2Maintainingqualityandcontinuousqualityimprovementformorecontextastooptionsforitsuse.Thisformcanbeusedtorecordanysuggestionsforimprovementidentifiedbystaff,volunteers,serviceusersortheircarers.AnImprovementActionPlanisalsoincluded,whichdocumentstheorganisation’sresponsetotheimprovementsuggestions.

4.8. Stakeholderaudittool

ThestakeholderfeedbacktoolisdesignedforthesituationwhereaVictorianHACCserviceprovidermaybrokerpartofitsservicedeliverytoanotherserviceprovider,andwishestocheckwhetherthehumanresourcemanagement,recruitmentandselectionrequirementsofthesub-contractingagreementarebeingfollowed.

CompletionofthisqualitytoolwouldassistserviceprovidersindemonstratingcompliancewithHomeCareStandard1:EffectiveManagement–ExpectedOutcome1.1:CorporateGovernance.



Continuousqualityimprovmentplan

Standard/expectedoutcome

Ratingfromselfassessment/date

Issueandimprovementrequired

Responsibleperson

Requireddate Outcomeanddateclosed Reviewdate

1.7HumanResources

NotmetJuly2016

Notallstaffhaveuptodatepolicechecks

JaneS(HR) September2016 HRpolicyupdatedtoreflectpolicecheckrequirementsQualityPolicyupdatedtoincludeinternalauditingofstafffilestoensurepolicechecksarekeptuptodate

July2017



Serviceuserfileaudit

PracticesandprocessesInserviceuserfileorotherrecord(ü,XorNA)

1 2 3 4 5 6

EO2.1ServiceAccess

Intakeform/s

Accessoccursasperpoliciesandprocedures

EO2.2Assessment

Suitableassessmenttool

Toolcompletedandidentifiesrequiredcare/serviceneeds

Considersinformationfromotherproviders,ifapplicable

Serviceuser/representativeinvolvement

Arrangementsforpeoplewithspecialneeds

Riskassessserviceuser’shome,applicable(1.6and1.8)

Assessmentincludesphysical,socialandpsychosocialindependencefocusingonstrengths&

abilities(referto3.5)

Assessmentoccursasperpoliciesandprocedures




1 2 3 4 5 6

EO2.3CarePlanDevelopmentandDelivery

Suitabilityofcare/serviceplan

Care/serviceplancompletedandidentifiesneedsAND:

• Isgoalorientatedand/oroutcomesbased

• Recognises&addressescomplexcareneeds,includingcoordinationofcare/services

withotherproviders

• Promotesindependence/qualityoflife(and3.5)

Serviceuser/representativeinvolvement

Serviceuser/representativegivencopyofthecare/serviceplan

Theserviceagreementorofferincludes:

• Servicesthatmaybeofferedtomeettheservicesusers’needs

• Thecircumstancesunderwhichthetype,duration,orfrequencyofservicedelivery

maybechanged,refused,suspendedorwithdrawn(andEO3.1)

• Timeframesforreviewofthecare/serviceplan

• Careplandevelopmentasperpoliciesandprocedures

EO2.4ServiceUserReassessment

Regularmonitoring/reassessmentofserviceuser’sneeds,preferences,goalsandoutcomes

Care/serviceplansarerevisedasrequired

Servicedeliverychangesmadeinconsultationwiththeserviceuser

Reassessmentoccursasperpoliciesandprocedures




1 2 3 4 5 6

EO2.5ServiceUserReferral

Referralsto/carecoordinationwithotherproviders,ifapplicable

Serviceuser’srepresentative’sneedsconsidered/referraltootherprovidersifneeded

Referraloccursasperpoliciesandprocedures

EO3.1InformationProvision

Evidencethatserviceuserhasreceivedrequiredinformation

Provisionofinformationasperpoliciesandprocedures

Summaryoffindings:

Datecompleted:

AreasforimprovementaddedtoCQIplan:



Directcarestaffaudittool

PracticesandprocessesInStaff/VolunteerFileorOtherRecord(ü,XorNA)

1 2 3 4 5 6

EO1.7HumanResourceManagement

Staff/volunteerpositiondescriptions&selectioncriteria

Recruitmentprocessesanddocumentation:

• Advertisingofpositions

• Receiptofapplication/resume

• Shortlisting/interviewing

• Referencechecks

• Policechecks(andEO1.2)

• WorkingwithChildrenChecks(andEO1.2)

• Appropriateskills,competence,qualificationsevidenced(andEO1.2)

• Regularcheckingofdrivinglicencesand/ormotorvehicleinsurance,asrequiredby

organisationalprocedures

Employmentcontract

Inductionororientationprogramrecord

Educationandtrainingrecords,asapplicable:

• Compulsoryeducationandtraining,e.g.

− OHS,infectioncontrol(1.6)

− Emergencyprocedures(1.8)

− Privacylegislation(3.2)



PracticesandprocessesInStaff/VolunteerFileorOtherRecord(ü,XorNA)

1 2 3 4 5 6

− Complaintsandfeedback(3.3)

− Advocacy(3.4)

• Othereducationandtraining

• Trainingneedsidentificationstrategy

• Participationrecords

• Evaluationofeducationandtraining

• Orientationandtrainingtoaddressanyspecialorspecificneedsofserviceusers

Performancereviewsconducted

Summaryoffindings:

Datecompleted:

AreasforimprovementaddedtoCQIplan:



Complaintsandfeedbackform

Date: Name:(optional)

Thisisa: qComplaintqComplimentqComment

Contactdetails:(optionalifyouwouldlikeustofollowupwithyou)

Pleasenote:Youdonothavetotellusyournameandcontactdetails.However,withoutthisinformationwewillnotbeabletotellyouabouttheactionwehavetakenonyoursuggestion.

Iama: qCarerecipientqFamilymemberqRepresentative

qStaffmemberqStaffmemberonbehalfofcarerecipientqOther:

Pleasetellusaboutyourissueorconcern:

Thankyouforhelpingustoimproveourservices!

Date: Personauthorising:

Reviewduedate: Page1of2



Complaintsactionform (ThissectionforOfficeUseOnly)

Reportedto: Datereported:

Actionrequired: Actiontobecompletedby:

Describeactiontaken(includedates):

Describeoutcome(includedates):

Notefurtheractionrequired(ifapplicable): DateenteredonQIPlan:





Complaintsandcomplimentstracker

RefNo. Datereceived

ComplaintType

ComplainantType

MainIssue Actionstaken Policy/Proceduresaffected

Dateclosed

0312 21.2.16 Servicequality carer Workerskeepchangingtimesandthisisnotcommunicated

Client/carerprovidedwithanupdatedserviceplan

Schedulingprocedureupdated.

28.2.16



Continuousimprovementform

Date: Contactdetails:(optionalifyouwouldlikeustofollowupwithyou)

Name:(optional)

Pleasenote:Youdonothavetotellusyournameandcontactdetails.However,withoutthisinformationwewillnotbeabletotellyouabouttheactionwehavetakenonyoursuggestion.

Pleasetellusaboutyourissueorconcern:

Pleasetellusaboutyoursuggestionforimprovement:

Thankyouforhelpingustoimproveourservices!





Improvementactionform

Reportedto: Datereported:

Actionrequired: Actiontobecompletedby:

Describeactiontaken(includedates):

Describeoutcome(includedates):

Notefurtheractionrequired(ifapplicable): DateenteredonQIPlan:





Stakeholderaudittool

Criteria 1 2 3 4 5

Nopersonalidentifyinginformationistoberecordedonthisreportform.

S=SatisfactoryNS=NotSatisfactoryNA=NotApplicable

Appropriatequalificationisheld:CertificateIIIlevelasminimum(CertificateIIIinHACC/CertificateIIIinIndependentSupport)

Evidenceofinterviewsheld

Referencechecksoccuraspartofselectionprocess

Pre-employmentpolicecheck(internationalifnecessary)

CurrentWorkingwithChildrenCardifworkingwithserviceusersunder18years

Validdrivinglicencecheckrecord

hacc quality improvement strategy resource toolkit 2016 · hacc quality improvement strategy...

Documents