Support contact onsite assessment and reports
How does a support contact begin?
Assessors carry photographic identification, a request for access to the residential aged care home and a letter confirming their appointment to the assessment team. These are shown to the approved provider or person in charge at the beginning of the visit, and authority to access the residential aged care home is requested.
The visit begins with a brief entry meeting. This includes an overview of the support contact process, confirmation of the plan for the visit and the availability of relevant staff and others to be interviewed.
What happens during the assessment phase of the visit?
The team uses a standard audit methodology which is outlined in the Audit handbook. This includes a strong resident focus, corroboration of information through a variety of sources (interviews, observation and documentation), and sound sampling techniques.
The assessment team conducts an assessment focussing on specific areas of care and services provided to residents. A full assessment is not conducted. Areas to be assessed are determined in accordance with the individual case management needs of the residential aged care home. This includes:
- any instances where the residential aged care home does not comply with the Accreditation Standards
- other gaps in the residential aged care home’s systems
- information provided to the Agency by the Department of Health and Ageing
- other information known about a residential aged care home.
An assessment module may also be used.
The team’s assessment approach includes:
- reviewing aspects of the residential aged care home’s quality management system which demonstrate compliance and continuous improvement for residents
- observing the environment and what occurs at the residential aged care home including staff-resident interactions and general care to residents
- interviewing residents and their representatives, management, staff and other relevant people such as visiting doctors and pharmacists
- reviewing records and other documents such as care plans and education records
- considering other information provided to the team or observed while on site.
It is the responsibility of the approved provider to demonstrate the residential aged care home complies with the Accreditation Standards. Please be aware that providing false or misleading information is a serious offence under the Criminal Codes Act 1995.
As issues are identified, assessors may speak with key personnel and seek clarification or ask them to provide more information. It is important that all information which shows how well the residential aged care home performs is made available to the assessment team as it is the residential aged care home’s responsibility to demonstrate compliance and a failure to do so may lead to an incorrect recommendation that the residential aged care home does not comply.
Issues indicating major non-compliance or potential serious risk to residents’ health, safety and wellbeing may be identified by an assessment team during a support contact. These are reported to the Agency immediately, and the Agency considers information provided by the team and decides whether any action is required. If there is serious risk to the health, safety or wellbeing of residents, the Agency immediately recommends to the Department of Health and Ageing that sanctions be imposed.
The team also meets with the approved provider or key personnel at least once each day during the support contact to discuss the process and to ensure management is kept informed of progress of the visit. This also allows the team to discuss any possible deficiencies in the residential aged care home’s systems and care to residents.
What happens at the end of a support contact?
At the end of the support contact the team holds an exit meeting with the approved provider or key personnel.
The exit meeting is intended to give a summary of the assessment team’s visit. Major issues are discussed during the audit so there are no surprises at the exit meeting and in depth discussion of the issues is not necessary. Further opportunity to respond to the major findings of the visit is provided after the support contact record has been received and if the residential aged care home does not comply with the Accreditation Standards or other significant issues have been identified by the assessment team.
How are residents included in a support contact?
Interviewing residents and their representatives is an important part of information gathering about a residential aged care home. Residents and their representatives are often eager to participate.
Although the team is not required to interview a minimum number of residents or representatives during support contacts, they generally interview at least 10% of residents or their representatives. Residents and their representatives may also provide written information to the team if they wish.
If the residential aged care home has a number of residents who do not speak English, the team may organise an interpreter.
The residential aged care home should ensure those residents or their representatives who wish to speak to the assessment team can do so in private and are assured of confidentiality.
How can management and staff assist during a support contact?
The assessment team needs a private work area where the team members can consider the information they have gathered.
The residential aged care home’s management should assist the assessment team to identify the most appropriate people with whom to discuss particular systems and processes. This will generally be confirmed at the entry meeting. These may include key personnel, care staff and ancillary staff. The residential aged care home may also wish to involve other stakeholders such as volunteers, doctors or allied health professionals.
Information and documentation should be available to enable the team to verify the residential aged care home is compliant with the Accreditation Standards and is therefore providing good care and services to residents.
What happens after a support contact?
The team prepares a support contact record and recommendation which contain information on the team’s recommendations. The record and recommendation include recommendations about:
- instances where the residential aged care home does not comply with the Accreditation Standards; and
- whether the Agency should conduct a review audit; and
- whether the Agency should vary the support contact arrangements.
This record and recommendation are then submitted to the Agency, for a decision to be made. The team is then disbanded.
