• our commitment to performing high quality work in a way that is consistent with our values, code of conduct and the approved audit methodology
• our commitment to effective and accurate assessment of aged care homes
• the central importance of the audits and support contacts to our performance in managing the accreditation of homes and in identifying good and poor performance.
  
  

Quality assurance framework
Observers on visits is only one of the processes being implemented to support robust assessment. Other aspects of our quality assurance for assessment include: 

• a strong foundation of policies, procedures and assessment tools
• feedback questionnaires
• comments and complaints
• review of decisions and reports
• improved registration arrangements
• revised competency standards for assessors
• improved assessor training.
  
  

Selecting visits
Observations occur during accreditation site audits and support contacts.

All staff quality assessors and casual/contract assessors who regularly complete work for the Agency receive observations as part of the process for ensuring correct audit procedures are followed.

The decision to conduct a support contact or site audit observation visit is made by the State Manager, taking into consideration scheduling and if a more in depth review of the assessor’s practices is required.

 
Purpose of the observers
The purpose of observers on visits is to assist in monitoring the accuracy of assessments and to provide opportunity to further improve existing processes. This is achieved by:

• monitoring the performance of assessors
• providing advice and mentoring support for assessment team members
• monitoring the accuracy of the assessment
• assessing the effectiveness of the Agency’s audit methodology
• identifying the need and scope for improvement in the audit process 
  providing information to assist the review and evaluation of our assessment practices and support materials and mechanisms.
  

Guiding principles
These include: 

• observation is focused on evaluating the assessment process against the Agency’s policies and procedures
• observers have access to information available to quality assessors for the conduct of an audit or support contact
• the observer has a duty to advise the team leader as soon as practicable of issues concerning accuracy and effectiveness that arise and have not been identified by the assessment team, for example, assessors not following the Agency’s procedures, assessors not complying with the code of conduct, or misinterpretation of the Standards
• observation includes provision of support and advice to assessors about company policy and procedures.
  

Selection of observers
The General Manager Accreditation determines who may be an observer. Observers are provided with training in the effective conduct of observations.

Observers are not appointed to the team. Permission is sought from the approved provider or their delegate to allow the observer on site.

Performance appraisal
Observation of assessments provides one of the inputs into the appraisal process in a similar way to other observations about an assessor’s performance.

Roles and responsibilities
Team Leader
The Team Leader has overall accountability for the major processes and deliverables of the team.

Observer
The observer is responsible for observing the audit and reporting on any issues identified.