Quality of Care Principles 1997

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 Community Care Standards
the Flexible Care Standards.

Part 1—Preliminary

18.1 Citation

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.

organisation means the approved provider of an aged care service.

quality review means a review of the quality of care delivered against the Home Care Common Standards.

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.

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

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.

(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

(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 of a residential care service 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

(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).

Division 2.3—Specified care and services for home care services

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

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

18.6D Specification of care and services

(1) An approved provider of a home care service must provide a package of care and services selected from the care and services specified in Part 1 of Schedule 4.

(2) The care recipient and the approved provider may agree to the inclusion in the package of care and services other care and services required to support the care recipient to live at home, provided that:

(a) the approved provider is able to provide the care and services within the limits of the resources available; and

(b) the item is not listed in Part 2 of Schedule 4 as an excluded item.

(3) The package of care and services may be used to support the use of telehealth and digital technology, such as remote monitoring, if this is agreed under subsection (2).

(4) The care and services must be consistent with the care recipient’s care needs identified in the care plan.

(5) The care and services must be provided by the approved provider in a way that meets the Home Care Standards.

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;

(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.

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 5—Home Care Standards

18.13 Purpose of Part (Act, s 54‑4)

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

18.14 Home Care Standards

(1) The Home Care Standards are the Home Care Common Standards set out in Schedule 5.

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

(a) effective management;

(b) appropriate access and service delivery; and

(3) The home 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.

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 Accreditation Standards set out in Schedule 2.

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 4—Specified care and services for home care services

(section 18.6D)

Note: Subsection 18.6D(5) provides that the care and services listed in Schedule 4 are to be provided in a way that meets the standards set out in Schedule 5.

Part 1—Care and services

The range of care and services available includes the following:

A. Care Services
Personal services	Personal assistance, including individual attention, individual supervision and physical assistance, with: bathing, showering including providing shower chairs if necessary, personal hygiene and grooming, dressing and undressing, and using dressing aids toileting dressing and undressing mobility transfer (including in and out of bed)
Activities of daily living	Personal assistance, including individual attention, individual supervision and physical assistance, with: communication including assistance to address difficulties arising from impaired hearing, sight or speech, or lack of common language, assistance with the fitting of sensory communication aids, checking hearing aid batteries, cleaning spectacles and assistance in using the telephone
Nutrition, hydration, meal preparation and diet	Includes: assistance with preparing meals assistance with special diet for health, religious, cultural or other reasons assistance with using eating utensils and eating aids and assistance with actual feeding, if necessary providing enteral feeding formula and equipment
Management of skin integrity	Includes: providing bandages, dressings, and skin emollients
Continence management	Includes: assessment for and, if required, providing disposable pads and absorbent aids, commode chairs, bedpans and urinals, catheter and urinary drainage appliances and enemas assistance in using continence aids and appliances and managing continence
Mobility and dexterity	Includes: providing crutches, quadruped walkers, walking frames, walking sticks and wheelchairs providing mechanical devices for lifting, bed rails, slide sheets, sheepskins, tri-pillows, and pressure relieving mattresses assistance in using the above aids

B. Support services

Support services

Includes:

cleaning
personal laundry services, including laundering of care recipient’s clothing and bedding that can be machine-washed, and ironing
arranging for dry-cleaning of care recipient’s clothing and bedding that cannot be machine washed
gardening
medication management
rehabilitative support, or helping to access rehabilitative support, to meet a professionally determined therapeutic need
emotional support including ongoing support in adjusting to a lifestyle involving increased dependency and assistance for the care recipient and carer, if appropriate
support for care recipients with cognitive impairment, including individual therapy, activities and access to specific programs designed to prevent or manage a particular condition or behaviour, enhance quality of life and provide ongoing support
providing 24-hour on-call access to emergency assistance including access to an emergency call system if the care recipient is assessed as requiring it
transport and personal assistance to help the care recipient shop, visit health practitioners or attend social activities
respite care
home maintenance, reasonably required to maintain the home and garden in a condition of functional safety and provide an adequate level of security
modifications to the home, such as easy access taps, shower hose or bath rails
assisting the care recipient, and the homeowner if the home owner is not the care recipient, to access technical advice on major home modifications
advising the care recipient on areas of concern in their home that pose safety risks and ways to mitigate the risks
arranging social activities and providing or coordinating transport to social functions, entertainment activities and other out-of-home services
assistance to access support services to maintain personal affairs

Leisure, interests and activities

Includes:

encouragement to take part in social and community activities that promote and protect the care recipient’s lifestyle, interests and wellbeing

C. Clinical services

Clinical care

Includes:

nursing, allied health and therapy services such as speech therapy, podiatry, occupational or physiotherapy services
other clinical services such as hearing and vision services

Access to other health and related services

Includes:

referral to health practitioners or other service providers

Part 2—Excluded items

The following items must not be included in the package of care and services provided under section 18.6D.

Excluded items

The following items must not be included in the package of care and services provided under section 18.6D:

use of the package funds as a source of general income for the care recipient
purchase of food, except as part of enteral feeding requirements
payment for permanent accommodation, including assistance with home purchase, mortgage payments or rent
payment of home care fees
payment of fees or charges for other types of care funded or jointly funded by the Australian Government
home modifications or capital items that are not related to the care recipient’s care needs
travel and accommodation for holidays
cost of entertainment activities, such as club memberships and tickets to sporting events
gambling activities
payment for services and items covered by the Medicare Benefits Schedule or the Pharmaceutical Benefits Scheme

Schedule 5—Home Care Common Standards

(section 18.14)

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.

Endnotes

Endnote 1—Legislation history

This endnote sets out details of the legislation history of the Quality of Care Principles 1997.

Title	Gazettal or FRLI registration date	Commencement date	Application, saving and 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	—
Certification, Quality of Care and Sanctions Amendment Principles 2012	19 Oct 2012 (see F2012L02062)	20 Oct 2012	—
Quality of Care Amendment (Home Care) Principle 2013	10 July 2013 (see F2013L01342)	1 Aug 2013	—

Endnote 2—Amendment history

This endnote sets out the amendment history of the Quality of Care Principles 1997.

ad. = added or inserted am. = amended rep. = repealed rs. = repealed and substituted exp. = expired or ceased to have effect
Provision affected	How affected
Note before Part 1...........	rs. F2012L02062
Part 1
s. 18.3...................	am. No. 1, 2008; No. 1, 2011
	rs. F2013L01342
Note to s. 18.3.............	am. No. 1, 2003
	rep. F2013L01342
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; F2012L02062
Division 2.2
Div. 2.2 of Part 2............	ad. No. 1, 2003
s. 18.6A.................	ad. No. 1, 2003
	rs. F2013L01342
s. 18.6B..................	ad. No. 1, 2003
	rs. No. 1, 2010
Division 2.3
Div. 2.3 of Part 2............	ad. F2013L01342
s. 18.6C..................	ad. F2013L01342
s. 18.6D.................	ad. F2013L01342
Part 3
Note to s. 18.8.............	rep. F2013L01342
Part 4...................	rep. F2012L02062
s. 18.10..................	rep. F2012L02062
s. 18.11..................	rep. F2012L02062
s. 18.12..................	rep. F2012L02062
Part 5
Part 5...................	rs. F2013L01342
s. 18.13..................	rs. F2013L01342
s. 18.14..................	am. No. 1, 2011
	rs. F2013L01342
Note to s. 18.14............	rs. No. 1, 2011
	rep. F2013L01342
Part 6...................	ad. No. 1, 2011
	rep. F2013L01342
s. 18.15..................	ad. No. 1, 2011
	rep. F2013L01342
s. 18.16..................	ad. No. 1, 2011
	rep. F2013L01342
Schedule 1
Schedule 1................	am. No. 1, 1998; F2013L01342
Schedule 2
Schedule 2................	am. No. 1, 1998
Schedule 3................	am. No. 1, 1998
	rep. F2012L02062
Schedule 4
Schedule 4................	rs. F2013L01342
Schedule 5
Heading to Schedule 5........	rs. F2013L01342
Schedule 5................	ad. No. 1, 2011

Endnote 3—Uncommenced amendments [none]

There are no uncommenced amendments.

Endnote 4—Misdescribed amendments [none]

There are no misdescribed amendments.