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Quality of Care Principles 1997

Authoritative Version
Principles as amended, taking into account amendments up to Quality of Care Amendment Principles 2011 (No. 1)
Principal Instrument; Introduces the Quality of Care Principles 1997.
Administered by: Health
Registered 01 Mar 2011
Start Date 01 Mar 2011
End Date 19 Oct 2012
Date of repeal 01 Jul 2014
Repealed by Aged Care (Principles and Determinations) Repeal Instrument 2014
Table of contents.
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Collapse Part 1 Preliminary 
Part 1 Preliminary
18.1 Citation [see Note 1]
18.2 Commencement
18.3 Definitions
18.4 References to care recipient (or his or her representative) etc
Expand Part 2 Responsibilities of approved providers 
Part 2 Responsibilities of approved providers
Expand Part 3 Accreditation Standards 
Part 3 Accreditation Standards
Expand Part 4 Residential Care Standards 
Part 4 Residential Care Standards
Expand Part 5 Community Care Standards 
Part 5 Community Care Standards
Expand Part 6 Flexible Care Standards 
Part 6 Flexible Care Standards

Quality of Care Principles 1997

as amended

made under subsection 96‑1 (1) of the

This compilation was prepared on 1 March 2011
taking into account amendments up to
Quality of Care Amendment
Principles 2011 (No. 1)

Prepared by the Office of Legislative Drafting and Publishing,
Attorney‑General’s Department, Canberra


Contents

Part 1                          Preliminary                                                                                     

                    18.1      Citation [see Note 1]                                                                           4

                    18.2      Commencement                                                                                  4

                    18.3      Definitions                                                                                          4

                    18.4      References to care recipient (or his or her representative) etc                5

Part 2                          Responsibilities of approved providers                                 

Division 2.1                 Specified care and services for residential care services                    

                    18.5      Purpose of Division (Act, s 54‑1)                                                         6

                    18.6      Specification of care and services                                                       6

Division 2.2                 Other responsibilities                                                                         

                  18.6A      Purpose of Division (Act, s 54‑1)                                                         7

                  18.6B      Fire safety exception notice                                                                7

Part 3                          Accreditation Standards                                                            

                    18.7      Purpose of Part (Act, s 54‑2)                                                               8

                    18.8      Accreditation Standards                                                                      8

                    18.9      Application of Accreditation Standards                                                8

Part 4                          Residential Care Standards                                                      

                  18.10      Purpose of Part (Act, s 54‑3)                                                               9

                  18.11      Residential Care Standards                                                                 9

                  18.12      Application of Residential Care Standards                                           9

Part 5                          Community Care Standards                                                      

                  18.13      Purpose of Part (Act, s 54‑4)                                                             10

                  18.14      Community Care Standards                                                               10

Part 6                          Flexible Care Standards                                                             

                  18.15      Purpose of Part (Act, s 54‑5)                                                             12

                  18.16      Flexible Care Standards                                                                    12

Schedule 1                  Specified care and services for residential care services                  13

Part 1                             Hotel services — to be provided for all residents who need them        13

Part 2                             Care and services — to be provided for all residents who need them   14

Part 3                             Care and services — to be provided for residents receiving a high level of residential care    16

Schedule 2                  Accreditation Standards                                                                   19

Part 1                             Management systems, staffing and organisational development         19

Part 2                             Health and personal care                                                                   20

Part 3                             Resident lifestyle                                                                              21

Part 4                             Physical environment and safe systems                                             22

Schedule 3                  Residential Care Standards                                                              23

Part 1                             Health and personal care                                                                   23

Part 2                             Resident lifestyle                                                                              24

Part 3                             Physical environment and safe systems                                             25

Schedule 4                  Community Care Standards                                                             26

Part 1                             Information and consultation                                                              26

Part 2                             Identifying care needs                                                                       26

Part 3                             Coordinated, planned and reliable service delivery                              27

Part 4                             Social independence                                                                         27

Part 5                             Privacy, dignity, confidentiality and access to personal information     28

Part 6                             Complaints and disputes                                                                   28

Part 7                             Advocacy                                                                                         28

Schedule 5                  Community Care Common Standards                                              29

Part 1                             Effective management                                                                      29

Part 2                             Appropriate access and service delivery                                            30

Part 3                             Service User Rights and Responsibilities                                            31

Notes                                                                                                                              32

 


 

Note:  Part 4.1 of the Aged Care Act 1997

Part 4.1 of the Aged Care Act 1997 is about the responsibilities of approved providers for the quality of the aged care they provide through their aged care services.

The responsibilities of approved providers include compliance with a number of standards set out in these Principles.  The standards are:

·           the Accreditation Standards

·           the Residential Care Standards

·           the Community Care Standards

·           the Flexible Care Standards.

Part 1                 Preliminary

  

18.1        Citation [see Note 1]

                These Principles may be cited as the Quality of Care Principles 1997.

18.2        Commencement

         (1)   These Principles commence on 1 October 1997.

         (2)   However, items 1.1, 1.3, 2.1, 2.3, 3.1 and 3.3 of Schedule 3 commence on 1 January 1998.

18.3        Definitions

                In these Principles:

Act means the Aged Care Act 1997.

EACH Standards, in relation to a flexible care service, means the Extended Aged Care at Home Standards specified in the payment agreement between the Commonwealth and the approved provider that applies to that service.

EACH-D Standards, in relation to a flexible care service, means the Extended Aged Care at Home Dementia Standards specified in the payment agreement between the Commonwealth and the approved provider that applies to that service.

on‑site care means care given by upright staff within the building housing the service.

organisation means the approved provider of an aged care service.

quality review means a review of the quality of care delivered against the Community Care Standards, the EACH Standards, the EACH-D Standards or the Community Care Common Standards.

quality review commencement notice means a notice given by the Department to an approved provider that a quality review will be conducted in relation to an aged care service operated by the approved provider.

quality review outcome notice means a notice given by the Department to an approved provider that informs the approved provider of the outcome of a quality review.

resident means a care recipient who is provided with care through an aged care service.

service provider means the approved provider of an aged care service.

service user means a care recipient who is provided with care through an aged care service.

 

Note:  Definitions

A number of expressions used in these Principles are defined in the Aged Care Act 1997 (see Dictionary in Schedule 1), including:

·           accreditation day

·           aged care

·           approved provider

·           community care

·           flexible care

·           key personnel

·           residential care.

18.4        References to care recipient (or his or her representative) etc

         (1)   In this section:

care recipient includes prospective care recipient and resident.

         (2)   In these Principles, a reference to a care recipient (or his or her representative) is a reference to:

                (a)    the care recipient; or

               (b)    the care recipient’s representative; or

                (c)    both the care recipient and his or her representative.

Examples of representative:

1.   Advocate

2.   Carer

3.   Legal guardian

4.   Relative.

         (3)   This section is made to remove any possible doubt.


 

Part 2                 Responsibilities of approved providers

Division 2.1           Specified care and services for residential care services

18.5        Purpose of Division (Act, s 54‑1)

                This Division specifies the care and services that an approved provider of a residential care service must provide.

18.6        Specification of care and services

         (1)   An approved provider of a residential care service must, for each item in Schedule 1, provide the care or service stated in column 2 of the item to any resident who needs it.

      (1A)   The care or service must be provided by the approved provider in a way that meets the Accreditation Standards set out in Schedule 2 or the Residential Care Standards set out in Schedule 3 (as the case requires).

         (2)   If there is an entry in column 3 of an item in Schedule 1, the care or service mentioned in column 2 of the item consists of the matter stated in column 3.

         (3)   However, the services stated in Part 3 of Schedule 1 are required only for the following residents:

                (a)    a resident who on 19 March 2008 was receiving a high level of residential care (as defined in the Act on 19 March 2008); or

               (b)    a resident who is receiving a high level of residential care (as defined in the Act on 19 March 2008); or

                (c)    a resident who is receiving a high level of residential care (as defined in the Act on or after 1 January 2010); or

               (d)    a resident who:

                          (i)    on 31 December 2009, was receiving a high level of residential care (as defined in the Act on 31 December 2009); and

                         (ii)    on or after 1 January 2010, would be ineligible to receive a high level of residential care solely because of the amendment to the definition of high level of residential care made on 1 January 2010; and

                        (iii)    is receiving residential care from the same aged care service from which the resident was receiving care on 31 December 2009.

Note The Act defines high level of residential care as having the meaning given by the Classification Principles. The definition of high level of residential care in the Classification Principles 1997 was amended on 20 March 2008 and 1 January 2010.

         (4)   For residents described in paragraph 18.6(3)(d), if initial and on-going assessment, planning and management of care for residents (nursing services as described in Item 3.8 of Part 3 of Schedule 1) is required, it must be carried out by a registered nurse.

Division 2.2           Other responsibilities

18.6A      Purpose of Division (Act, s 54‑1)

                This Division specifies other responsibilities of an approved provider in relation to the quality of the aged care that the approved provider provides.

18.6B     Fire safety exception notice

         (1)   An approved provider must give to the Secretary a notice (a fire safety exception notice) if the approved provider is notified by a State, Territory or local government authority that the approved provider is, in respect of a residential care service operated by the approved provider, non-compliant with any applicable State or Territory laws (including local by-laws) relating to fire safety.

         (2)   The fire safety exception notice must:

                (a)    be in a form approved by the Secretary; and

               (b)    include all the information required by the form; and

                (c)    not contain false or misleading information; and

               (d)    be signed by one of the approved provider’s key personnel, being a person who is authorised by the approved provider to sign the notice.

         (3)   A fire safety exception notice must be given to the Secretary within 28 days of the approved provider being notified by the State, Territory or local government authority of the non-compliance referred to in subsection (1).


 

Part 3                 Accreditation Standards

  

18.7        Purpose of Part (Act, s 54‑2)

                This Part sets out Accreditation Standards.  Accreditation Standards are standards for quality of care and quality of life for the provision of residential care on and after the accreditation day.

18.8        Accreditation Standards

         (1)   The Accreditation Standards are set out in Schedule 2.

         (2)   The standards deal with the following matters:

                (a)    management systems, staffing and organisational development;

               (b)    health and personal care;

                (c)    resident lifestyle;

               (d)    physical environment and safe systems.

         (3)   The accreditation standard for a matter consists of:

                (a)    the Principle for the matter; and

               (b)    the expected outcome for each matter indicator for the matter.

Note:  Accreditation Standards

The 4 matters dealt with in the Accreditation Standards are dealt with in separate Parts of Schedule 2.

18.9        Application of Accreditation Standards

         (1)   The Accreditation Standards are intended to provide a structured approach to the management of quality and represent clear statements of expected performance.  They do not provide an instruction or recipe for satisfying expectations but, rather, opportunities to pursue quality in ways that best suit the characteristics of each individual residential care service and the needs of its residents.  It is not expected that all residential care services should respond to a standard in the same way.

         (2)   The Accreditation Standards apply equally for the benefit of each resident of a residential care service, irrespective of the resident’s financial status, applicable fees and charges, amount of residential care subsidy payable, agreements entered into, or any other matter.


 

Part 4                 Residential Care Standards

  

18.10      Purpose of Part (Act, s 54‑3)

                This Part sets out Residential Care Standards.  Residential Care Standards are standards for quality of care and quality of life for the provision of residential care before the accreditation day.

18.11      Residential Care Standards

         (1)   The Residential Care Standards are set out in Schedule 3.

         (2)   The standards deal with the following matters:

                (a)    health and personal care;

               (b)    resident lifestyle;

                (c)    physical environment and safe systems.

         (3)   The residential care standard for a matter consists of:

                (a)    the Principle for the matter; and

               (b)    the expected outcome for each matter indicator for the matter.

Note:  Residential Care Standards

The 3 matters dealt with in the Residential Care Standards are dealt with in separate Parts of Schedule 3.

18.12      Application of Residential Care Standards

         (1)   The Residential Care Standards are intended to provide a structured approach to the management of quality and represent clear statements of expected performance.  They do not provide an instruction or recipe for satisfying expectations but, rather, opportunities to pursue quality in ways that best suit the characteristics of each individual residential care service and the needs of its residents.  It is not expected that all residential care services should respond to a standard in the same way.

         (2)   The Residential Care Standards apply equally for the benefit of each resident of a residential care service, irrespective of the resident’s financial status, applicable fees and charges, amount of residential care subsidy payable, agreements entered into, or any other matter.


 

Part 5                 Community Care Standards

  

18.13      Purpose of Part (Act, s 54‑4)

                This Part sets out Community Care Standards.  Community Care Standards are standards for quality of care and quality of life for the provision of community care.

18.14      Community Care Standards

         (1)   The Community Care Standards are:

                (a)    if care is provided through a community care service before 1 March 2011 — the Community Care Standards set out in Schedule 4;

               (b)    if care is provided through a community care service on or after 1 March 2011 — the Community Care Common Standards set out in Schedule 5.

      (1A)   Despite subsection (1), if an approved provider was given a quality review commencement notice before 1 March 2011, then for the period from 1 March 2011 to the date that the approved provider is given a quality review outcome notice in relation to the service:

                (a)    the quality review will be conducted by reference to the Community Care Standards set out in Schedule 4; and

               (b)    the approved provider must comply with the Community Care Standards set out in Schedule 4 and the Community Care Common Standards set out in Schedule 5.

         (2)   The standards set out in Schedule 4 deal with the following matters:

                (a)    information and consultation;

               (b)    identifying care needs;

                (c)    coordinated, planned and reliable service delivery;

               (d)    social independence;

                (e)    privacy, dignity, confidentiality and access to personal information;

                (f)    complaints and disputes;

               (g)    advocacy.

      (2A)   The standards set out in Schedule 5 deal with the following matters:

                (a)    effective management;

               (b)    appropriate access and service delivery; and

                (c)    service user rights and responsibilities.

         (3)   The community care standard for a matter consists of:

                (a)    the Principle for the matter; and

               (b)    the expected outcome for each matter indicator for the matter.

Note:  Community Care Standards

The 7 matters dealt with in the Community Care Standards set out in Schedule 4 are dealt with in separate Parts of Schedule 4.

The 3 matters dealt with in the Community Care Common Standards set out in Schedule 5 are dealt with in separate Parts of Schedule 5.

Part 6                 Flexible Care Standards

  

18.15      Purpose of Part (Act, s 54‑5)

                This Part sets out Flexible Care Standards.  Flexible Care Standards are standards for quality of care and quality of life for the provision of flexible care of particular kinds.

18.16      Flexible Care Standards

         (1)   The Flexible Care Standards for flexible care in the form of:

                (a)    extended aged care at home; and

               (b)    extended aged care at home — dementia;

are the Community Care Common Standards set out in Schedule 5.

         (2)   Despite subsection (1), if an approved provider was given a quality review commencement notice before 1 March 2011, then for the period from 1 March 2011 to the date that the approved provider is given a quality review outcome notice in relation to the service:

                (a)    the quality review will be conducted by reference to the EACH Standards or the EACH-D Standards (whichever is applicable); and

               (b)    the approved provider must comply with:

                          (i)    the EACH Standards or the EACH-D Standards (whichever is applicable); and

                         (ii)    the Community Care Common Standards set out in Schedule 5.

         (3)   The standards set out in Schedule 5 deal with the following matters:

                (a)    effective management;

               (b)    appropriate access and service delivery; and

                (c)    service user rights and responsibilities.

         (4)   The flexible care standard for a matter consists of:

                (a)    the Principle for the matter; and

               (b)    the expected outcome for each matter indicator for the matter.

Note:  Flexible Care Standards

The 3 matters dealt with in the Flexible Care Standards are dealt with in separate Parts of Schedule 5, which sets out the Community Care Common Standards.


Schedule 1        Specified care and services for residential care services

(section 18.6)

Note   Subsection 18.6 (1A) provides that the care and services listed in Schedule 1 are to be provided in a way that meets the standards set out in Schedule 2 or 3 (as the case requires).

Part 1          Hotel services — to be provided for all residents who need them

 

Col. 1

Item

Column 2

Service

Column 3

Content

1.1

Administration

General operation of the residential care service, including resident documentation

1.2

Maintenance of buildings and grounds

Adequately maintained buildings and grounds

1.3

Accommodation

Utilities such as electricity and water

1.4

Furnishings

Bed‑side lockers, chairs with arms, containers for personal laundry, dining, lounge and recreational furnishings, draw‑screens (for shared rooms), resident wardrobe space, and towel rails

Excludes furnishings a resident chooses to provide

1.5

Bedding

Beds and mattresses, bed linen, blankets, and absorbent or waterproof sheeting

1.6

Cleaning services, goods and facilities

Cleanliness and tidiness of the entire residential care service

Excludes a resident’s personal area if the resident chooses and is able to maintain it himself or herself

1.7

Waste disposal

Safe disposal of organic and inorganic waste material

1.8

General laundry

Heavy laundry facilities and services, and personal laundry services, including laundering of clothing that can be machine washed

Excludes cleaning of clothing requiring dry cleaning or another special cleaning process, and personal laundry if a resident chooses and is able to do this himself or herself

1.9

Toiletry goods

Bath towels, face washers, soap, and toilet paper

1.10

Meals and refreshments

(a)   Meals of adequate variety, quality and quantity for each resident, served each day at times generally acceptable to both residents and management, and generally consisting of 3 meals per day plus morning tea, afternoon tea and supper

(b)   Special dietary requirements, having regard to either medical need or religious or cultural observance

(c)   Food, including fruit of adequate variety, quality and quantity, and non‑alcoholic beverages, including fruit juice

1.11

Resident social activities

Programs to encourage residents to take part in social activities that promote and protect their dignity, and to take part in community life outside the residential care service

1.12

Emergency assistance

At least 1 responsible person is continuously on call and in reasonable proximity to render emergency assistance

Part 2          Care and services — to be provided for all residents who need them

 

Col. 1

Item

Column 2

Care or Service

Column 3

Content

2.1

Daily living activities assistance

Personal assistance, including individual attention, individual supervision, and physical assistance, with:

(a)   bathing, showering, personal hygiene and grooming

 

 

(b)   maintaining continence or managing incontinence, and using aids and appliances designed to assist continence management

(c)   eating and eating aids, and using eating utensils and eating aids (including actual feeding if necessary)

(d)   dressing, undressing, and using dressing aids

 

 

(e)   moving, walking, wheelchair use, and using devices and appliances designed to aid mobility, including the fitting of artificial limbs and other personal mobility aids

 

 

(f)    communication, including to address difficulties arising from impaired hearing, sight or speech, or lack of common language (including fitting sensory communication aids), and checking hearing aid batteries and cleaning spectacles

Excludes hairdressing

2.2

Meals and refreshments

Special diet not normally provided

2.3

Emotional support

Emotional support to, and supervision of, residents

2.4

Treatments and procedures

Treatments and procedures that are carried out according to the instructions of a health professional or a person responsible for assessing a resident’s personal care needs, including supervision and physical assistance with taking medications, and ordering and reordering medications, subject to requirements of State or Territory law

2.5

Recreational therapy

Recreational activities suited to residents, participation in the activities, and communal recreational equipment

2.6

Rehabilitation support

Individual therapy programs designed by health professionals that are aimed at maintaining or restoring a resident’s ability to perform daily tasks for himself or herself, or assisting residents to obtain access to such programs

2.7

Assistance in obtaining health practitioner services

Arrangements for aural, community health, dental, medical, psychiatric and other health practitioners to visit residents, whether the arrangements are made by residents, relatives or other persons representing the interests of residents, or are made direct with a health practitioner

2.8

Assistance in obtaining access to specialised therapy services

Making arrangements for speech therapy, podiatry, occupational or physiotherapy practitioners to visit residents, whether the arrangements are made by residents, relatives or other persons representing the interests of residents

2.9

Support for residents with cognitive impairment

Individual attention and support to residents with cognitive impairment (eg dementia, and other behavioural disorders), including individual therapy activities and specific programs designed and carried out to prevent or manage a particular condition or behaviour and to enhance the quality of life and care for such residents and ongoing support (including specific encouragement) to motivate or enable such residents to take part in general activities of the residential care service

Part 3          Care and services — to be provided for residents receiving a high level of residential care

 

Col. 1

Item

Column 2

Care or Service

Column 3

Content

3.1

Furnishings

Over‑bed tables

3.2

Bedding materials

Bed rails, incontinence sheets, restrainers, ripple mattresses, sheepskins, tri‑pillows, and water and air mattresses appropriate to each resident’s condition

3.3

Toiletry goods

Sanitary pads, tissues, toothpaste, denture cleaning preparations, shampoo and conditioner, and talcum powder

3.4

Goods to assist residents to move themselves

Crutches, quadruped walkers, walking frames, walking sticks, and wheelchairs

Excludes motorised wheelchairs and custom made aids

3.5

Goods to assist staff to move residents

Mechanical devices for lifting residents, stretchers, and trolleys

3.6

Goods to assist with toileting and incontinence management

Absorbent aids, commode chairs, disposable bed pans and urinal covers, disposable pads, over‑toilet chairs, shower chairs and urodomes, catheter and urinary drainage appliances, and disposable enemas

3.7

Basic medical and pharmaceutical supplies and equipment

Analgesia, anti‑nausea agents, bandages, creams, dressings, laxatives and aperients, mouthwashes, ointments, saline, skin emollients, swabs, and urinary alkalising agents

Excludes goods prescribed by a health practitioner for a particular resident and used only by the resident

3.8

Nursing services

Initial and on‑going assessment, planning and management of care for residents, carried out by a registered nurse

Nursing services carried out by a registered nurse, or other professional appropriate to the service (eg medical practitioner, stoma therapist, speech pathologist, physiotherapist or qualified practitioner from a palliative care team)

Services may include, but are not limited to, the following:

(a)   establishment and supervision of a complex pain management or palliative care program, including monitoring and managing any side effects

(b)   insertion, care and maintenance of tubes, including intravenous and naso‑gastric tubes

(c)   establishing and reviewing a catheter care program, including the insertion, removal and replacement of catheters

(d)   establishing and reviewing a stoma care program

(e)   complex wound management

(f)    insertion of suppositories

(g)   risk management procedures relating to acute or chronic infectious conditions

(h)   special feeding for care recipients with dysphagia (difficulty with swallowing)

 

 

(i)    suctioning of airways

(j)    tracheostomy care

(k)   enema administration

(l)    oxygen therapy requiring ongoing supervision because of a care recipient’s variable need

(m)  dialysis treatment

3.10

Medications

Medications subject to requirements of State or Territory law

3.11

Therapy services, such as, recreational, speech therapy, podiatry, occupational, and physiotherapy services

(a)   Maintenance therapy delivered by health professionals, or care staff as directed by health professionals, designed to maintain residents’ levels of independence in activities of daily living

 

 

(b)   More intensive therapy delivered by health professionals, or care staff as directed by health professionals, on a temporary basis that is designed to allow residents to reach a level of independence at which maintenance therapy will meet their needs

Excludes intensive, long‑term rehabilitation services required following, for example, serious illness or injury, surgery or trauma

3.12

Oxygen and oxygen equipment

Oxygen and oxygen equipment needed on a short‑term, episodic or emergency basis

 

Schedule 2        Accreditation Standards

(section 18.8)

Part 1          Management systems, staffing and organisational development

 

Principle:       Within the philosophy and level of care offered in the residential care service, management systems are responsive to the needs of residents, their representatives, staff and stakeholders, and the changing environment in which the service operates.

Intention of standard:

This standard is intended to enhance the quality of performance under all accreditation standards, and should not be regarded as an end in itself.  It provides opportunities for improvement in all aspects of service delivery and is pivotal to the achievement of overall quality.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

1.1

Continuous improvement

The organisation actively pursues continuous improvement

1.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards and guidelines

1.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively

1.4

Comments and complaints

Each resident (or his or her representative) and other interested parties have access to internal and external complaints mechanisms

1.5

Planning and leadership

The organisation has documented the residential care service’s vision, values, philosophy, objectives and commitment to quality throughout the service

1.6

Human resource management

There are appropriately skilled and qualified staff sufficient to ensure that services are delivered in accordance with these standards and the residential care service’s philosophy and objectives

1.7

Inventory and equipment

Stocks of appropriate goods and equipment for quality service delivery are available

1.8

Information systems

Effective information management systems are in place

1.9

External services

All externally sourced services are provided in a way that meets the residential care service’s needs and service quality goals

Part 2          Health and personal care

 

Principle:       Residents’ physical and mental health will be promoted and achieved at the optimum level in partnership between each resident (or his or her representative) and the health care team.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

2.1

Continuous improvement

The organisation actively pursues continuous improvement

2.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about health and personal care

2.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively

2.4

Clinical care

Residents receive appropriate clinical care

2.5

Specialised nursing care needs

Residents’ specialised nursing care needs are identified and met by appropriately qualified nursing staff

2.6

Other health and related services

Residents are referred to appropriate health specialists in accordance with the resident’s needs and preferences

2.7

Medication management

Residents’ medication is managed safely and correctly

2.8

Pain management

All residents are as free as possible from pain

2.9

Palliative care

The comfort and dignity of terminally ill residents is maintained

2.10

Nutrition and hydration

Residents receive adequate nourishment and hydration

2.11

Skin care

Residents’ skin integrity is consistent with their general health

2.12

Continence management

Residents’ continence is managed effectively

2.13

Behavioural management

The needs of residents with challenging behaviours are managed effectively

2.14

Mobility, dexterity and rehabilitation

Optimum levels of mobility and dexterity are achieved for all residents

2.15

Oral and dental care

Residents’ oral and dental health is maintained

2.16

Sensory loss

Residents’ sensory losses are identified and managed effectively

2.17

Sleep

Residents are able to achieve natural sleep patterns

Part 3          Resident lifestyle

 

Principle:       Residents retain their personal, civic, legal and consumer rights, and are assisted to achieve active control of their own lives within the residential care service and in the community.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

3.1

Continuous improvement

The organisation actively pursues continuous improvement

3.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about resident lifestyle

3.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively

3.4

Emotional support

Each resident receives support in adjusting to life in the new environment and on an ongoing basis

3.5

Independence

Residents are assisted to achieve maximum independence, maintain friendships and participate in the life of the community within and outside the residential care service

3.6

Privacy and dignity

Each resident’s right to privacy, dignity and confidentiality is recognised and respected

3.7

Leisure interests and activities

Residents are encouraged and supported to participate in a wide range of interests and activities of interest to them

3.8

Cultural and spiritual life

Individual interests, customs, beliefs and cultural and ethnic backgrounds are valued and fostered

3.9

Choice and decision‑making

Each resident (or his or her representative) participates in decisions about the services the resident receives, and is enabled to exercise choice and control over his or her lifestyle while not infringing on the rights of other people

3.10

Resident security of tenure and responsibilities

Residents have secure tenure within the residential care service, and understand their rights and responsibilities

Part 4          Physical environment and safe systems

 

Principle:       Residents live in a safe and comfortable environment that ensures the quality of life and welfare of residents, staff and visitors.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

4.1

Continuous improvement

The organisation actively pursues continuous improvement

4.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about physical environment and safe systems

4.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively

4.4

Living environment

Management of the residential care service is actively working to provide a safe and comfortable environment consistent with residents’ care needs

4.5

Occupational health and safety

Management is actively working to provide a safe working environment that meets regulatory requirements

4.6

Fire, security and other emergencies

Management and staff are actively working to provide an environment and safe systems of work that minimise fire, security and emergency risks

4.7

Infection control

An effective infection control program

4.8

Catering, cleaning and laundry services

Hospitality services are provided in a way that enhances residents’ quality of life and the staff’s working environment

 

Schedule 3        Residential Care Standards

(section 18.11)

Part 1          Health and personal care

 

Principle:       Residents’ physical and mental health will be promoted and achieved at the optimum level in partnership between each resident (or his or her representative) and the health care team.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

1.1

Continuous improvement

The organisation actively pursues continuous improvement

1.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about health and personal care

1.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively

1.4

Clinical care

Residents receive appropriate clinical care

1.5

Specialised nursing care needs

Residents’ specialised nursing care needs are identified and met by appropriately qualified nursing staff

1.6

Other health and related services

Residents are referred to appropriate health specialists in accordance with the resident’s needs and preferences

1.7

Medication management

Residents’ medication is managed safely and correctly

1.8

Pain management

All residents are as free as possible from pain

1.9

Palliative care

The comfort and dignity of terminally ill residents is maintained

1.10

Nutrition and hydration

Residents receive adequate nourishment and hydration

1.11

Skin care

Residents’ skin integrity is consistent with their general health

1.12

Continence management

Residents’ continence is managed effectively

1.13

Behavioural management

The needs of residents with challenging behaviours are managed effectively

1.14

Mobility, dexterity and rehabilitation

Optimum levels of mobility and dexterity are achieved for all residents

1.15

Oral and dental care

Residents’ oral and dental health is maintained

1.16

Sensory loss

Residents’ sensory losses are identified and managed effectively

1.17

Sleep

Residents are able to achieve natural sleep patterns

Part 2          Resident lifestyle

 

Principle:       Residents retain their personal, civic, legal and consumer rights, and are assisted to achieve active control of their own lives within the residential care service and in the community.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

2.1

Continuous improvement

The organisation actively pursues continuous improvement

2.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about resident lifestyle

2.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively

2.4

Emotional support

Each resident receives support in adjusting to life in the new environment and on an ongoing basis

2.5

Independence

Residents are assisted to achieve maximum independence, maintain friendships and participate in the life of the community within and outside the residential care service

2.6

Privacy and dignity

Each resident’s right to privacy, dignity and confidentiality is recognised and respected

2.7

Leisure interests and activities

Residents are encouraged and supported to participate in a wide range of interests and activities of interest to them

2.8

Cultural and spiritual life

Individual interests, customs, beliefs and cultural and ethnic backgrounds are valued and fostered

2.9

Choice and decision‑making

Each resident (or his or her representative) participates in decisions about the services the resident receives, and is enabled to exercise choice and control over his or her lifestyle while not infringing on the rights of other people

2.10

Resident security of tenure and responsibilities

Residents have secure tenure within the residential care service, and understand their rights and responsibilities

Part 3          Physical environment and safe systems

 

Principle:       Residents live in a safe and comfortable environment that ensures the quality of life and welfare of residents, staff and visitors.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

3.1

Continuous improvement

The organisation actively pursues continuous improvement

3.2

Regulatory compliance

The organisation’s management has systems in place to identify and ensure compliance with all relevant legislation, regulatory requirements, professional standards, and guidelines, about physical environment and safe systems

3.3

Education and staff development

Management and staff have appropriate knowledge and skills to perform their roles effectively

3.4

Living environment

Management of the residential care service is actively working to provide a safe and comfortable environment consistent with residents’ care needs

3.5

Occupational health and safety

Management is actively working to provide a safe working environment that meets regulatory requirements

3.6

Fire, security and other emergencies

Management and staff are actively working to provide an environment and safe systems of work that minimise fire, security and emergency risks

3.7

Infection control

An effective infection control program

3.8

Catering, cleaning and laundry services

Hospitality services are provided in a way that enhances residents’ quality of life and the staff’s working environment

 

Schedule 4        Community Care Standards

(section 18.14)

Part 1          Information and consultation

 

Principle:       Each care recipient and prospective care recipient (or his or her representative) is to have access to information to assist in making an informed choice about available community care services.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

1.1

Assistance

Each prospective care recipient (or his or her representative) is assisted to make informed choices about the community care services

1.2

Rights and responsibilities

Each care recipient and prospective care recipient (or his or her representative) is informed of the rights and responsibilities of care recipients and approved providers in relation to community care services, and given the opportunity to discuss with the provider the recipient’s rights and responsibilities

1.3

Fees

Each care recipient and prospective care recipient (or his or her representative) is assisted to understand the fees applying to services

Part 2          Identifying care needs

 

Principle:       Each care recipient is to receive quality services that meet his or her assessed needs.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

2.1

Identifying care needs

Each care recipient receives an initial assessment and on‑going monitoring that takes all of his or her support needs into account and identifies any changes in the needs

Part 3          Coordinated, planned and reliable service delivery

 

Principle:       Each care recipient (or his or her representative) is enabled to take part in the development of a package of services that meets the care recipient’s needs.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

3.1

Service delivery plan

 

Each care recipient has a documented service delivery or care plan outlining the services the care recipient can expect to receive

3.2

Referral arrangements

Each care recipient benefits from the establishment of appropriate referral arrangements to ensure continuity in best meeting his or her needs when community care services are no longer appropriate

Part 4          Social independence

 

Principle:       Each care recipient should be enabled where possible, and encouraged, to exercise his or her preferred level of social independence.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

4.1

Social independence

Each care recipient is encouraged to exercise his or her preferred level of social independence

4.2

Financial independence

Each care recipient is encouraged to maintain financial independence

Part 5          Privacy, dignity, confidentiality and access to personal information

 

Principle:       The dignity and privacy of each care recipient are to be respected, and each care recipient (or his or her representative) will have access to his or her personal information held by the provider.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

5.1

Privacy and dignity

Each care recipient’s dignity and privacy is respected

5.2

Procedures

Each care recipient is told of the service provider’s privacy and confidentiality procedures and his or her rights under the procedures

5.3

Access to information

Each care recipient (or his or her representative) has access to personal information about the care recipient held by the approved provider

Part 6          Complaints and disputes

 

Principle:       Each care recipient (or his or her representative) has access to fair and effective procedures for dealing with complaints and disputes.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

6.1

Complaint procedures

Each comment or complaint about a service, or access to a service, is dealt with fairly, promptly, confidentially and without retribution

Part 7          Advocacy

 

Principle:       Each care recipient will have access to an advocate of his or her choice.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

7.1

Choice of advocate

 

The care recipient’s choice and involvement of an advocate to represent his or her interests at any time is accepted by the approved provider

Schedule 5        Community Care Common Standards

(sections 18.14 and 18.16)

Part 1          Effective management

 

Principle:       The service provider demonstrates effective management processes based on a continuous improvement approach to service management, planning and delivery.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

1.1

Corporate governance

The service provider has implemented corporate governance processes that are accountable to stakeholders.

1.2

Regulatory compliance

The service provider has systems in place to identify and ensure compliance with funded program guidelines, relevant legislation, regulatory requirements and professional standards.

1.3

Information management systems

The service provider has effective information management systems in place.

1.4

Community understanding and engagement

The service provider understands and engages with the community in which it operates and reflects this in service planning and development. 

1.5

Continuous improvement

The service provider actively pursues and demonstrates continuous improvement in all aspects of service management and delivery.

1.6

Risk management

The service provider is actively working to identify and address potential risk, to ensure the safety of service users, staff and the organisation.

1.7

Human resource management

The service provider manages human resources to ensure that adequate numbers of appropriately skilled and trained staff/volunteers are available for the safe delivery of care and services to service users.

1.8

Physical resources

The service provider manages physical resources to ensure the safe delivery of care and services to service users and organisation personnel.

Part 2          Appropriate access and service delivery

 

Principle:       Each service user (and prospective service user) has access to services and service users receive appropriate services that are planned, delivered and evaluated in partnership with themselves and/or their representative.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

2.1

Service access

Each service user’s access to services is based on consultation with the service user (and/or their representative), equity, consideration of available resources and program eligibility.

2.2

Assessment

Each service user participates in an assessment appropriate to the complexity of their needs and with consideration of their cultural and linguistic diversity.

2.3

Care plan development and delivery

Each service user and/or their representative, participates in the development of a care/service plan that is based on assessed needs and is provided with the care and/or services described in their plan.

2.4

Service user reassessment

Each service user’s needs are monitored and regularly reassessed taking into account any relevant program guidelines and in accordance with the complexity of the service user’s needs.  Each service user’s care/service plans are reviewed in consultation with them.

2.5

Service user referral

The service provider refers service users (and/or their representative) to other providers as appropriate.

Part 3          Service User Rights and Responsibilities

 

Principle:       Each service user (and/or their representative) is provided with information to assist them to make service choices and has the right (and responsibility) to be consulted and respected.  Service users (and/or their representative) have access to complaints and advocacy information and processes and their privacy and confidentiality and right to independence is respected.

 

Col. 1

Item

Column 2

Matter Indicator

Column 3

Expected Outcome

3.1

Information provision

 

Each service user, or prospective service user, is provided with information (initially and on an ongoing basis) in a format appropriate to their needs to assist them to make service choices and gain an understanding of the services available to them and their rights and responsibilities.

3.2

Privacy and confidentiality

Each service user’s right to privacy, dignity and confidentiality is respected including in the collection, use and disclosure of personal information.

3.3

Complaints and service user feedback

Complaints and service user feedback are dealt with fairly, promptly, confidentially and without retribution.

3.4

Advocacy

Each service user’s (and/or their representative’s) choice of advocate is respected by the service provider and the service provider will, if required, assist the service user (and/or their representative) to access an advocate.

3.5

Independence

The independence of service users is supported, fostered and encouraged.

 


Notes to the Quality of Care Principles 1997

Note 1

The Quality of Care Principles 1997 (in force under subsection 96‑1 (1) of the Aged Care Act 1997) as shown in this compilation are amended as indicated in the Tables below.

Table of Instruments

Title

Date of notification
in Gazette or FRLI registration

Date of
commencement

Application, saving or
transitional provisions

Quality of Care Principles 1997

29 Sept 1997
(see Gazette 1997, No. S380)

Schedule 3 (items 1.1, 1.3, 2.1, 2.3, 3.1, 3.3): 1 Jan 1998
Remainder: 1 Oct 1997

 

Quality of Care Amendment Principles (No. 1) 1998

21 Aug 1998
(see Gazette 1998, No. S413)

21 Aug 1998

Quality of Care Amendment Principles 2003 (No. 1)

26 Nov 2003
(see Gazette 2003, No. GN47)

26 Nov 2003

Quality of Care Amendment Principles 2008 (No. 1)

18 Mar 2008 (see F2008L00834)

20 Mar 2008 (see s. 2)

Quality of Care Amendment Principles 2009 (No. 1)

16 Dec 2009 (see F2009L04649)

1 Jan 2010

Quality of Care Amendment Principles 2010 (No. 1)

23 June 2010 (see F2010L01651)

1 July 2010

Quality of Care Amendment Principles 2011 (No. 1)

16 Feb 2011 (see F2011L00266)

1 Mar 2011

Table of Amendments

ad. = added or inserted      am. = amended      rep. = repealed      rs. = repealed and substituted

 

Provision affected

How affected

Part 1

 

S. 18.3...................................

am. No. 1, 2008; No. 1, 2011

Note to s. 18.3......................

am. No. 1, 2003

Part 2

 

Heading to Part 2................

rs. No. 1, 2003

Division 2.1

 

Heading to Div. 2.1.............
of Part 2

ad. No. 1, 2003

Heading to s. 18.5...............

rs. No. 1, 2003

S. 18.5...................................

am. No. 1, 2003

S. 18.6...................................

am. No. 1, 1998; No. 1, 2008; No. 1, 2009

Division 2.2

 

Div. 2.2 of Part 2..................

ad. No. 1, 2003

S. 18.6A.................................

ad. No. 1, 2003

S. 18.6B.................................

ad. No. 1, 2003

 

rs. No. 1, 2010

Part 5

 

S. 18.14.................................

am. No. 1, 2011

Note to s. 18.14....................

rs. No. 1, 2011

Part 6

 

Part 6.....................................

ad. No. 1, 2011

S. 18.15.................................

ad. No. 1, 2011

S. 18.16.................................

ad. No. 1, 2011

Schedule 1

 

Schedule 1...........................

am. No. 1, 1998

Schedule 2

 

Schedule 2...........................

am. No. 1, 1998

Schedule 3

 

Schedule 3...........................

am. No. 1, 1998

Schedule 5

 

Schedule 5...........................

ad. No. 1, 2011