Aged Care Quality Standards 1 2/27/2019 Commitment The - - PDF document
2/27/2019 Aged Care Quality Standards Masterclass 2019 Demonstrating Consumer Outcomes Overview of the masterclass Session 1: Aged Care Quality Standards Mapping the Evidence Session 2: Care Delivery Standards Lunch Session 3: Consumer
Session 1: Aged Care Quality Standards Mapping the Evidence Session 2: Care Delivery Standards Lunch Session 3: Consumer Direction Standards Break Session 4: Management Standards Closing Activity
The Australian Government is committed to high quality care for older Australians and considers the health, safety and welfare of aged care recipients a high priority. As part of reforms to the Aged Care system, the Government is developing an end-to-end, market-based system with the sector where the consumer drives quality. This includes a Single Aged Care Quality Framework. We now know this to be: the AGED CARE QUALITY STANDARDS
consumers
consumers
Consumer Dignity and Choice I am treated with dignity and respect, and can maintain my
choices about my care and services, and live the life I choose. Services and supports for daily living I get the services and supports that are important for my health and wellbeing and that enable me to do the things I want to do. Organisational Governance I am confident the organization is well run. I am a partner in improving the delivery of care and services. Ongoing assessment and planning with consumers I am a partner in ongoing assessment and planning that helps me get the care and services I need for my health and wellbeing. Feedback and Complaints I feel safe and am encouraged and supported to give feedback and make complaints. I am engaged in processes to address my feedback and complaints, and appropriate action is taken.
Human Resources I get quality care and services when I need them, from people who are knowledgeable, capable and caring
Personal Care and Clinical Care I get personal care, clinical care, or both personal care and clinical care, that is safe and right for me. This standard will only apply to organisations that provide personal and/or clinical care Organisation’s service environment I feel I belong and I am safe and comfortable in the organisation’s service environment This standard will only apply where the provider is delivering care and services in the organisations environment – i.e. Residential Aged Care Facility/Day Centre. An organisation’s service environment DOES NOT include a person’s privately
EACH STANDARD HAS: Consumer Outcome
Organisation Statement
Requirements
For each of the requirements, organisations need to demonstrate that they:
services
achieve
improving.
health approach to evaluation: Process evaluation Outcome evaluation Impact evaluation
performance/evaluative measures at each level can assist in mapping evidence to demonstrate a Standard is met.
Impact Evaluation Outcome Evaluation Process Evaluation
Data quality is built over time
determine whether the current scope of available evidence is satisfactory, in need of revision, or has identified gaps that need to be addressed in the lead up to 1 July 2019 (self assessment)
points of difference and value propositions in a competitive open market, building brand awareness
Impact Evaluation Outcome Evaluation Process Evaluation (Outputs)
Policies & Procedures Workforce Capability Organisational Results Client Outcomes Consumer Confidence
Measures/audits that can demonstrate consistency of process for delivery of aged care services. Measures/audits that can demonstrate staff are capable in the process of delivering aged care service. Measures/audits that can demonstrate the nature of results an organisation achieves in delivering aged care services. Measures/audits that can demonstrate the nature of client outcomes achieved when in receipt of aged care services. Consistent demonstration of quality and safety processes, results and outcomes will build consumer confidence for accessing aged care services.
Concerned with direct approaches for measuring outcomes Largely dependent on operational systems and resource base to draw from
Session Standards Residential Care Home Care Care Delivery
Group1 Group 2
Group 3 Group 4
Group 5 Group 6
Group 7 Group 8 Consumer Direction
Groups 1/5 Groups 2/6
Groups 3/7 Groups 4/8 Management
Groups 1/5 Groups 2/6
Groups 3/7 Groups 4/8
Purpose of the Standard: 1. To ensure assessments are completed by a skilled/qualified workforce 2. To ensure the planning of care and services is done in partnership with consumers 3. To identify what is important to the consumer, their choices and level
4. To ensure there is a focus on meeting the consumer’s need, goals and preferences 5. To ensure there is a focus on optimising health and well-being 6. To ensure there is access to advanced care/end of life planning where preferred.
Purpose of the Standard: 7. To ensure plans are regularly reviewed with the setting of a review date 8. To ensure the frequency of review is relative to a consumer’s need/change in need 9. To ensure there is documentation of the outcomes of assessments/discussion and there is an updated care plan
Consumer Outcome: I am a partner in ongoing assessment and planning that helps me get the care and services I need for my health and well-being. Organisational Statement: The organisation undertakes initial and ongoing assessment and planning for care and services in partnership with the consumer. Assessment and planning has a focus on optimising health and well- being in accordance with the consumer’s needs, goals and preferences.
Organisational Requirements: 2.1 Assessment and planning, including consideration of risks to the consumer’s health and well-being, informs the delivery of safe and effective care and services. 2.2 Assessment and planning identifies and addresses the consumer’s current needs, goals and preferences, including advance care planning and end of life planning if the consumer wishes. 2.3 Assessment and planning:
wishes to involve in assessment, planning and review of the consumer’s care and services; and
services, that are involved in the care of the consumer. 2.4 The outcomes of assessment and planning are effectively communicated to the consumer and documented in a care and services plan that is readily available to the consumer, and where care and services are provided. 2.5 Care and services are reviewed regularly for effectiveness, and when circumstances change or when incidents impact on the needs, goals or preferences of the consumer.
Purpose of the Standard: 1. To ensure personal and clinical care and services are responsive to the consumer’s needs, goals and preferences 2. To ensure consumers receive the best possible care and services that is in line with best practice evidence 3. To ensure care delivery is safe and effective, preventing the
4. Applies to all services delivering personal and clinical care (Quality of Care Principles, 2014)
Purpose of the Standard: 5. Personal and clinical care and services can include:
and dressing;
consumers with impaired hearing, sight or speech;
independence or daily living activities; and
with cognitive impairment.
Consumer Outcome: I get personal care, clinical care, or both personal care and clinical care, that is safe and right for me. Organisational Statement: The organisation delivers safe and effective personal care, clinical care,
consumer’s needs, goals and preferences to optimise health and well- being. .
Organisational Requirements: 3.1 Each consumer gets safe and effective personal care, clinical care, or both personal care and clinical care, that:
3.2 Effective management of high-impact or high prevalence risks associated with the care of each consumer. 3.3 The needs, goals and preferences of consumers nearing the end of life are recognised and addressed, their comfort maximised and their dignity preserved. 3.4 Deterioration or change of a consumer’s mental health, cognitive or physical function, capacity or condition is recognised and responded to in a timely manner.
Organisational Requirements: 3.5 Information about the consumer’s condition, needs and preferences is documented and communicated within the organisation, and with others where responsibility for care is shared. 3.6 Timely and appropriate referrals to individuals, other organisations and providers of
3.7 Minimisation of infection-related risks through implementing:
care and reduce the risk of increasing resistance to antibiotics.
Purpose of the Standard: 1. Services and supports for daily living cover a wide range of options that aim to support consumers live as independently as possible and enjoy life. 2. They may include any services (other than personal or clinical care services) that can be provided under the Quality of Care Principles, 2014. 3. Examples include:
maintenance;
food advice, delivery and preparation;
and other activities they are interested in, including community life.
Purpose of the Standard: 4. Account for consumer direction and a consumer’s relationships, attitudes, cultural values and the influences of those around them in providing services and supports for daily living. 5. Services and supports that are delivered to assist with daily living need to align with the consumer’s assessed needs, goals and preferences as agreed to with the consumer and documented in their care plan. 6. Where an organisation cannot directly provide these services and supports, it is expected that the consumer will be assisted to access
wider community may provide.
Consumer Outcome: I get the services and supports of daily living that are important for my health and well-being. Organisational Statement: The organisation provides safe and effective services and supports for daily living that optimise the consumer’s independence, health, well- being and quality of life.
Organisational Requirements: 4.1 Each consumer gets safe and effective services and supports for daily living that meet the consumer’s needs, goals and preferences and optimise their independence, health, well-being and quality of life. 4.2 Services and supports for daily living promote each consumer’s emotional, spiritual and psychological well-being. 4.3 Services and supports for daily living assist each consumer to:
environment; and
4.4 Information about the consumer’s condition, needs and preferences is communicated within the organisation, and with others where responsibility for care is shared.
Organisational Requirements: 4.5 Timely and appropriate referrals to individuals, other organisations and providers of other care and services. 4.6 Where meals are provided, they are varied and of suitable quality and quantity. 4.7 Where equipment is provided, it is safe, suitable, clean and well maintained.
Purpose of the Standard: 1. Standard 5 applies to the physical environment that an organisation provides for residential care, respite care and day therapy centres. 2. It doesn’t apply to home care services where the environment is the consumer’s home. It also doesn’t apply to other environments that consumer’s visit such as clubs, venues and public spaces. 3. An organisation’s service environment needs to:
engage with others;
see where they want to go;
for culturally safe interactions with others;
Purpose of the Standard: 3. An organisation’s service environment needs to:
to outdoor areas);
the environment; and
consumers when lawful and necessary. 4. Furniture, fittings and equipment provided at the service are also covered by this Standard. It is expected to be safe, clean, well maintained and suitable for the consumer. 5. The Standard does not replace work, health and safety laws or requirements under building legislation.
Consumer Outcome: I feel I belong and I am safe and comfortable in the organisation’s service environment. Organisational Statement: The organisation provides a safe and comfortable service environment that promotes the consumer’s independence, function and enjoyment.
Organisational Requirements: 5.1 The service environment is welcoming and easy to understand, and optimises each consumer’s sense of belonging, independence, interaction and function. 5.2 The service environment:
5.3 Furniture, fittings and equipment are safe, clean, well-maintained and suitable for the consumer.
1) What are the key strategic documents for your organisation that align with the requirements for this Standard? 2) What are the key policies, procedures, work instructions for your
3) What record management/registers do you maintain that support implementation of the requirements for this Standard? 4) Do any of these documents need to be reviewed/revised to provide better alignment with this Standard? 5) Do any additional documents/systems need to be generated to cover off your organisations alignment with the complete set of requirements for this Standard?
1) How do staff induction processes within your organisation support the implementation of the requirements for this Standard? 2) What workforce education and training does your organisation have that support the ongoing implementation of the requirements for this Standard? 3) What systems and processes are in place to support the monitoring and review of workforce capability to implement the requirements for this Standard? 4) Where issues are identified, how are they managed to support continuous improvement to strengthen workforce capability to implement the requirements for this Standard?
1) Can staff describe and/or show how they are implementing service/care activities that demonstrate evidence supporting implementation of the requirements for this Standard? 2) Does this include direct care, ancillary and managerial staff? How is this evidence captured? 3) Can clients and/or their representatives describe service/care activities implemented to support implementation of the requirements for this Standard? How is this evidence captured?
1) How are consumer outcomes measured for the service/care activities implemented? 2) How do these consumer outcome measures link to the process and result evidence that is captured demonstrating evidence that supports implementation of the requirements for this Standard? 3) Do any of these consumer outcome measures need to be reviewed/revised to provide better alignment with this Standard? 4) Do any additional consumer outcome measures need to be generated/sourced to cover off your organisations alignment with the complete set of requirements, expectations and
1) What was your experience of mapping your organisation’s evidence against the Standard you were working on? 2) What were some of the examples of evidence you identified to demonstrate consumer outcomes against the Standard you were working on? 3) What further work will be required within your organisation to demonstrate evidence against the Standard that you were working on?
Purpose of the Standard 1. Dignity and Respect 2. Identity, Culture & Diversity 3. Cultural Safety 4. Choice 5. Dignity of Risk 6. Information 7. Personal Privacy
Consumer Outcome: I am treated with dignity and respect, and can maintain my identify. I can make informed choices about my care and services, and live the life I choose. Organisational Statement: The organisation has a culture of inclusion and respect for consumers; and supports consumers to exercise choice and independence; and respects consumers privacy.
Organisational Requirements: 1.1 Each consumer is treated with dignity and respect, with their identity, culture and diversity valued. 1.2 Care and services are culturally safe. 1.3 Each consumer is supported to exercise choice and independence, including to:
delivered; and
involved in their care; and
including intimate relationships.
Organisational Requirements: 1.4 Each consumer is supported to take risks to enable them to live the best life they can. 1.5 Information provided to each consumer is current, accurate and timely, and communicated in a way that is clear, easy to understand and enables them to exercise choice. 1.6 Each consumer’s privacy is respected and personal information kept confidential.
Purpose of the Standard
is accessible for consumers, confidential, prompt and fair.
between the consumer and organisation in responding to issues of concern, leading to better outcomes for consumers and the organisation.
and informally, written or verbally to the organisation;
and services; and
Purpose of the Standard
complaints management and response systems that facilitate open communication and transparency between the concerned parties.
raise complaints so consumers can feel safe and comfortable in providing feedback to their organisation.
Consumer Outcome: I feel safe and am encouraged and supported to give feedback and make
complaints, and appropriate action is taken. Organisational Statement: The organisation regularly seeks input and feedback from consumers, carers, the workforce and others and uses the input and feedback to inform continuous improvements for individual consumers and the whole
Organisational Requirements:
6.1 Consumers, their family, friends, carers and others are encouraged and supported to provide feedback and make complaints. 6.2 Consumers are made aware of and have access to advocates, language services and other methods for raising and resolving complaints. 6.3 Appropriate action is taken in response to complaints and an open disclosure process is used when things go wrong. 6.4 Feedback and complaints are reviewed and used to improve the quality of care and services.
Session Standards Residential Care Home Care Care Delivery
Group1 Group 2
Group 3 Group 4
Group 5 Group 6
Group 7 Group 8 Consumer Direction
Groups 1/5 Groups 2/6
Groups 3/7 Groups 4/8 Management
Groups 1/5 Groups 2/6
Groups 3/7 Groups 4/8
1) What are the key strategic documents for your organisation that align with the requirements for this Standard? 2) What are the key policies, procedures, work instructions for your
3) What record management/registers do you maintain that support implementation of the requirements for this Standard? 4) Do any of these documents need to be reviewed/revised to provide better alignment with this Standard? 5) Do any additional documents/systems need to be generated to cover off your organisations alignment with the complete set of requirements for this Standard?
1) How do staff induction processes within your organisation support the implementation of the requirements for this Standard? 2) What workforce education and training does your organisation have that support the ongoing implementation of the requirements for this Standard? 3) What systems and processes are in place to support the monitoring and review of workforce capability to implement the requirements for this Standard? 4) Where issues are identified, how are they managed to support continuous improvement to strengthen workforce capability to implement the requirements for this Standard?
1) Can staff describe and/or show how they are implementing service/care activities that demonstrate evidence supporting implementation of the requirements for this Standard? 2) Does this include direct care, ancillary and managerial staff? How is this evidence captured? 3) Can clients and/or their representatives describe service/care activities implemented to support implementation of the requirements for this Standard? How is this evidence captured?
1) How are consumer outcomes measured for the service/care activities implemented? 2) How do these consumer outcome measures link to the process and result evidence that is captured demonstrating evidence that supports implementation of the requirements for this Standard? 3) Do any of these consumer outcome measures need to be reviewed/revised to provide better alignment with this Standard? 4) Do any additional consumer outcome measures need to be generated/sourced to cover off your organisations alignment with the complete set of requirements, expectations and
1) What was your experience of mapping your organisation’s evidence against the Standard you were working on? 2) What were some of the examples of evidence you identified to demonstrate consumer outcomes against the Standard you were working on? 3) What further work will be required within your organisation to demonstrate evidence against the Standard that you were working on?
Purpose of the Standard 1. Organisations need to have and use a skilled and qualified workforce, sufficient to delivery and manage safe, respectful, and quality care. 2. Four key concepts need to be satisfied under this Standard:
3. Organisations should note that requirements specified for compliance against this Standard do not account for the requirements that organisations must also satisfy under work health and safety legislation or areas of human resources that are dealt with in other Acts, legislation of codes.
Consumer Outcome: I get quality care and services when I need them from people who are knowledgeable, capable and caring. Organisational Statement: The organisation has a workforce that is sufficient, and is skilled and qualified to provide safe, respectful and quality care and services.
Organisational Requirements: 7.1 The workforce is planned to enable, and the number and mix of members of the workforce deployed enables, the delivery and management of safe and quality care and services. 7.2 Workforce interactions with consumers are kind, caring and respectful of each consumer’s identity, culture and diversity. 7.3 The workforce is competent and members of the workforce have the qualifications and knowledge to effectively perform their roles. 7.4 The workforce is recruited, trained, equipped and supported to deliver the
7.5 Regular assessment, monitoring and review of performance of each member
Purpose of the Standard
responsible for the organisation and the delivery of safe and quality care and services.
to include this in the organisation’s governance systems.
place include:
provided.
Consumer Outcome: I am confident the organisation is well run. I can partner in improving the delivery of care and services. Organisational Statement: The organisation’s governing body is accountable for the delivery of safe and quality care and services.
Organisational Requirements: 8.1 Consumers are engaged in the development, delivery and evaluation of care and services and are supported in that engagement. 8.2 The organisation’s governing body promotes a culture of safe, inclusive and quality care and services and is accountable for their diversity. 8.3 Effective organisation wide governance systems relating to the following:
and accountabilities;
Organisational Requirements: 8.4 Effective risk management systems and practices, including but not limited to the following:
consumers;
8.5 Where clinical care is provided – a clinical governance framework, including but not limited to the following:
Session Standards Residential Care Home Care Care Delivery
Group1 Group 2
Group 3 Group 4
Group 5 Group 6
Group 7 Group 8 Consumer Direction
Groups 1/5 Groups 2/6
Groups 3/7 Groups 4/8 Management
Groups 1/5 Groups 2/6
Groups 3/7 Groups 4/8
1) What are the key strategic documents for your organisation that align with the requirements for this Standard? 2) What are the key policies, procedures, work instructions for your
3) What record management/registers do you maintain that support implementation of the requirements for this Standard? 4) Do any of these documents need to be reviewed/revised to provide better alignment with this Standard? 5) Do any additional documents/systems need to be generated to cover off your organisations alignment with the complete set of requirements for this Standard?
1) How do staff induction processes within your organisation support the implementation of the requirements for this Standard? 2) What workforce education and training does your organisation have that support the ongoing implementation of the requirements for this Standard? 3) What systems and processes are in place to support the monitoring and review of workforce capability to implement the requirements for this Standard? 4) Where issues are identified, how are they managed to support continuous improvement to strengthen workforce capability to implement the requirements for this Standard?
1) Can staff describe and/or show how they are implementing service/care activities that demonstrate evidence supporting implementation of the requirements for this Standard? 2) Does this include direct care, ancillary and managerial staff? How is this evidence captured? 3) Can clients and/or their representatives describe service/care activities implemented to support implementation of the requirements for this Standard? How is this evidence captured?
1) How are consumer outcomes measured for the service/care activities implemented? 2) How do these consumer outcome measures link to the process and output evidence that is captured demonstrating evidence that supports implementation of the requirements for this Standard? 3) Do any of these consumer outcome measures need to be reviewed/revised to provide better alignment with this Standard? 4) Do any additional consumer outcome measures need to be generated/sourced to cover off your organisations alignment with the complete set of requirements, expectations and
1) What was your experience of mapping your organisation’s evidence against the Standard you were working on? 2) What were some of the examples of evidence you identified to demonstrate consumer outcomes against the Standard you were working on? 3) What further work will be required within your organisation to demonstrate evidence against the Standard that you were working on?
What has been one of your key learnings from participation in today’s masterclass? What is one action will you seek to progress as an
The LASA team has trained in every area of the new framework so we provide the most up-to-date and thorough guidance. We want to give you the greatest chance of success
For further information contact quality@lasa.asn.au
Leading Age Services Australia (LASA) is the national peak body representing all providers of age services across residential care, home care and retirement living.