Accreditation and Quality Review
Quality of care and quality of life for older people is founded on a robust quality management system that ensures systems, processes and outcomes are systematically embedded in the organisation. With an effective quality management system in place, compliance with legal and regulatory requirements is a natural outcome. At the centre of a strong quality management system is a focus on clients/residents and their representatives. We provide a number of services to improve quality, compliance and understanding views of clients/residents and their representatives.
Residential care
- Assessing the effectiveness of your quality management system.
- Preparing documents for the Australian Aged Care Quality Agency – we will assist you in preparing submissions, complaints, self-assessments, responses following reaccreditation audits, assessment contacts or review audits.
- Accreditation preparedness assessment – will conduct a customised ‘mock audit’ to help you and your staff determine strengths, gaps and opportunities for improvement.
- Onsite audit support – we will remain on-site or provide telephone support during your audit and/or at the entry/exit meetings.
- Post-audit analysis and correction – we will review and analyse your audit report with your team to develop a corrective action plan with times, responsibilities and monitoring processes to ensure corrective actions are implemented.
- Industry award programs and conferences – we will assist in writing submissions for awards and abstracts for conference presentations.
Home Care
- Assessing the effectiveness of your quality management system.
- Preparing documents for the Australian Aged Care Quality Agency – we will assist you in preparing submissions, complaints, self-assessments, responses following Quality Reviews and assessment contacts.
- Quality review preparedness assessment – will conduct a customised ‘mock audit’ to help you and your staff determine strengths, gaps and opportunities for improvement.
- Onsite audit support – we will remain on-site during your audit to provide assistance at the entry/exit meetings and interactions with Quality Reviewers.
- Post-audit analysis and correction – we will review and analyse your audit report to with your team to develop a corrective action plan with times, responsibilities and monitoring processes to ensure corrective actions are implemented.
Client/Resident satisfaction
- Client/resident satisfaction – we will find out exactly what you clients/residents think of your services through targeted focus groups, interviews, online and telephone surveys using web-based reporting of real-time data that will provide you with current information to help retain your existing clients and attract new business.
- Mystery Shopping – we will help you to target the strengths and weaknesses of your marketing program of your organisation and/or your competitors.
- Review and improve the effectiveness of your complaints system to improve client satisfaction and links to your quality management system.
- Investigation of complaints – we offer impartial handling of complaints that considers all perspectives and provides a comprehensive report with recommendations that seek to resolve the matter.
Elizabeth has over 20 years experience working with the aged care sector as an executive at ACS (NSW/ACT), Aged Care Standards and Accreditation Agency Ltd and the Australian Aged Care Quality Agency as well as lecturing in ageing at Masters level.
