Observers on visits
What is the observers on visits program?
As part of our quality assurance framework, all internal quality assessors and a sample of external quality assessors are observed on accreditation site audits and support contacts. The observers on visits program is sometimes referred to as observation visits.
The observers on visits program reflects:
- 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 residential aged care homes’ levels of care and services for residents
- the central importance of the audits and support contacts to our performance in managing the accreditation of residential aged care homes and in identifying good and poor performance.
How are visits selected?
Observations occur during accreditation site audits and support contacts.
All staff quality assessors and all casual/contract assessors who regularly complete work for us 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 Assessment Manager, taking into consideration scheduling and if a more in depth review of the assessor’s practices is required.
What is the purpose of observers on visits?
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 our 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, support materials and mechanisms.
What are the guiding principles of the program?
The guiding principles of the program include:
- Observation is focused on evaluating the assessment process against our 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 lacking a resident focus, not following the Agency’s procedures, not complying with the code of conduct, or misinterpreting the Standards.
Observation includes provision of support and advice to assessors about company policy and procedures.
What are the 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.
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.
