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
18.6 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
18.6B 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. |